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reaction Chain


Why investing in employee engagement leads to improved customer engagement, and, a significant bottom line boost!


By Clare Bailey, co-founder & director of Mobaro Retail T


his year I’ve delivered keynotes at several conferences entitled “Why customer experience is everyone’s job!”. I explain that for a business to become truly customer-centric, they must instil a


culture and value-set that ensures every “actor” in every business process, whether staff or supplier, appreciates how their role, no matter how remote from the customer, ultimately can impact on customer experience. For example, should accounts payable miss a supplier from a payment run, that could result in the supplier not shipping planned orders until the payment issue is resolved. This could lead to an availability issue, risking out-of-stocks at stores,


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