Mindsets & Behaviors

5 Critical Mindsets for Achieving a Great Customer Experience

In this time of rapid change on business, technological, and consumer fronts, one thing has remained a constant: Person-to-person customer interactions matter. That’s true whether those interactions are in-person or virtual.

Our decades of work helping leaders shape both customer and employee experience suggest that’s the wrong place to start.

Great customer service starts with a mindset:

  • How you and your people think about the work they do;
  • The attitude towards the customers they serve;
  • What happens when mindsets change?


When mindsets change, the right behaviors naturally follow, or can be trained and instilled more readily, which leads to a better customer experience and all of the benefits that accompany it.

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5 Critical Mindsets for Achieving a Great Customer Experience Playbook

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