No matter what product or service you offer your customers, one thing remains true, when you commit to offering an elevated customer experience filled with “surprise and delight” moments, they’ll never forget how you made them feel.

If this is the case, what prevents brands from delivering this experience? Oftentimes, it’s competing objectives where volume and targets take precedence over empowering employees. This combined with a lack of tools and resources on what it means to deliver an elevated customer experience translates to a lack of employee confidence. The fact is when employees have the tools and the elements to produce an amazing customer experience, every single time, your customers will keep coming back for more.

Where do you start?