True or False: When you enter a Wal-Mart, you expect to be greeted by a friendly retiree, and when you’re not, you’re surprised and disappointed?
This is probably true for most because you expect this as part of your customer experience – even though Wal-Mart is a national chain where store management may vary widely. Consistency is key to creating an impactful customer experience. Here’s how we’ve set out to create a reliable, pleasant customer interaction....