Customer experience is everyone’s responsibility – researcher
EZULWINI – Customer experience should not be left to one department within an organisation, but treated as a responsibility shared by everyone who interacts with customers, a Zimbabwean research practitioner has said. Patson Gasura, who was speaking at the 11th Customer Service Experience Conference at SibaneSami Hotel, said businesses often focus heavily on customer service without considering the full experience a customer has with the organisation. Delivering a presentation titled Beyond Customer Satisfaction: Turning Customer Experience Research into Customer Loyalty and Business Growth, Gasura said customer service was only one part of the customer journey. “Customer experience is everybody’s responsibility,” he said, stressing that every employee who is visible to customers can cont…