Author: Belinda Gannaway

A cup of coffee and a paper are on the table, signalizing the importance of success in EX and CX.

The Big Three – Ingredients of Success In EX and CX

The Sears ‘employee–customer–profit chain’ was among the first empirical research to make the link between attitudes and organisational performance. Published in the Harvard Business Review in 1998, it found a positive correlation between employee attitudes, customer behaviour, and subsequent impact...