Which of the following is the first step in Customer Experience Management Process?
1
Building the structure and processes in the organization, including staff training.
2
Delivering the experience and create feedback opportunities and control measures to ensure that the experience is in line with the pre-determined customer-needs.
3
Developing of the customer experiences that lead to lasting relationships and referrals.
4
Redefining on a regular base to ensure that the experience and relationship remain dynamic.