When companies merge, customer experience (CX) is often overlooked — yet it’s arguably one of the most important aspects of any company. In fact, according to Gartner research, tomorrow’s companies are expected to compete primarily on customer experience.
I just took my company through an acquisition and found that even the smallest operational change can have a significant negative impact on both employees and customers. While keeping CX top of mind throughout the whole M&A process is challenging, the benefits are undeniable: It keeps your most coveted customers and your team intact.
Maintaining quality customer experience, we found, requires a mix of expert individuals and operational processes. Here are some of the best practices we learned
— Leer en hbr.org/2018/06/dont-neglect-your-customers-during-a-merger