Customer experience is often related to the emotional engagement with a brand, product or service. An important factor in delivering customer experiences are the employees of the providing company. It is the personal contact between an employee and a customer that has a profound impact on the emotional engagement in either a positive or negative way. So how do you enable an employee to positively engage a customer? How can employees understand the needs and expectations and what can they do to meet and even try to exceed them? lees verder…