Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. Undercover bosses in the real world Are you familiar with the CBS television show Undercover Boss? CEOs literally go undercover as employees to discover broken rules and processes, workplace culture issues, and more. (Can you tell why we love this?) “Culture in customer experience has to be bought in at the top.” -Adam Toporek While it’s important for leaders to understand what’s going on behind the scenes, you may not be able to go incognito amongst your employees. But there are ways to get to the truth without a disguise or a bad dye job! Today Adam and Jeannie are sharing some stealthy ways any leader can uncover hidden truths about your customer experience, and the people who make it happen. “The further up the corporate ladder we go, the further away from customers we often get.” -Jeannie Walters You don’t need a fake mustache, but go ahead and wear one if it makes i
