How Performance Drives Customer Experience Worksheet

The attitude and behaviors of non-customer-facing team members can indirectly impact customer experience. What we call manufacturing mistakes or missed project deadlines aren’t merely internal problems; they are ultimately customer service issues. Just because the line between the two isn’t direct, the impact is still predictable. More importantly, it made me consider how little adjustments in both can make a difference for our customers.

This week’s tool and video allow you to examine the relationship between employees and customer experience, especially when intermediate steps can cloud cause and effect.


How performance drives customer experience