Why It's Important for Consultants to Understand This

As consultants, our job is not to go in and say, ya ya aal i'll do whatever you're goin to give me money for. It's to try and get it to help them get at the heart of what the problem is. One question that i often start off with is, how do you currently gauge the quality of your customer experience? The people on the front line are arguably the ones who are most knowledgeable about the current state of the customer experience that that company is delivering.