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20 June 2007

Customer facing staff are part of the solution

Do your products suck? In the end it may not make a difference.

Projects are often working hard to deliver new products. What happens when they get to the shop floor (or call centre?) Apparently not many customer facing employees are interested in actually helping customers.

Have a read of this article and think about your change management programme that is going out there with your new product.

In your projects - Are the staff picking the products up and being engaged? Do they want to promote them to customers? Or are you just putting them on the shelf and hoping they will sell themselves?

I was led to this by Tom Peters' blog.