KC Blonski, Senior Director of Hospitality & Retail Market at AchieveGlobal, discussed how a company can deliver a world-class customer experience during a Thought Leadership Spotlight Presented by AchieveGlobal at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In his presentation, “Creating the Ultimate Customer Experience,” Blonski provided a clear vision and definition of customer experience to attendees. According to Blonski, effective leadership and organizational support are critical to deliver a top-notch customer experience. There are two sides to every customer experience, Blonski noted, and providing an outstanding customer experience should be a customer service initiative for businesses: “How many times do we talk about customer experience as a customer service initiative and we train our front line and let the managers go, or managers go, ‘This is important for them, it has nothing to do with me’? Understanding what is the circular relationship in customer experience and how it permeates all levels of an organization.” The customer experience is the only true differentiator for a business, Blonski said, because rivals cannot take the customer experience away from a company. However, if a business focuses on ways to improve its customer experience consistently, Blonski said, it can thrive in today’s corporate marketplace: “Does your organization hold a common view of the customer experience? More importantly, does everyone know what it looks like when it’s being done well and more importantly, do they understand their role in executing on it? It’s not someone else’s job anymore. It’s not someone else’s job.” - See more at: http://www.argylejournal.com/customer-care/thought-leadership-spotlight-presented-by-achieveglobal-creating-the-ultimate-customer-experience-kc-blonski-senior-director-hospitality-retail-market-achieveglobal/#sthash.if8Z5C5V.dpuf