In the era of internet, social medias and mobile devises, the quality of the customer experience occupies a very important place in the management, the development and the marketing of an organisation.
At first, it is important to acknowledge that it is the owners and the managers that set the tone for the customer experience. It is also important to go beyond the business objectives in order to have a mission, a vision and values that clearly reflect the importance given to customer experience. It then becomes essential to adopt management principals and apply them to your decisions on a daily basis despite the challenges and operational constraints.