Comments on: What Are Onstage and Backstage in Customer Experience? https://customersthatstick.com/blog/what-are-onstage-and-backstage-in-customer-experience-2/ You can have the best customer experience in your industry Fri, 08 Sep 2023 14:07:36 +0000 hourly 1 https://wordpress.org/?v=6.8.1 By: Adam Toporek https://customersthatstick.com/blog/what-are-onstage-and-backstage-in-customer-experience-2/#comment-228423 Mon, 05 Aug 2019 13:27:51 +0000 https://customersthatstick.com/?p=15367#comment-228423 In reply to Jessica Wise.

Thank you so much Jessica! A common question I get is how do we connect [FILL IN BACKSTAGE ROLE HERE] to the customer experience? As you point out, it’s incredibly important for team members to understand their contribution.

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By: Adam Toporek https://customersthatstick.com/blog/what-are-onstage-and-backstage-in-customer-experience-2/#comment-228422 Mon, 05 Aug 2019 13:25:45 +0000 https://customersthatstick.com/?p=15367#comment-228422 In reply to Jeff Toister.

For sure Jeff! We don’t want “backstage” to mean unprofessional. Leaders need to make sure that message is clear. That’s why I like “backstage” better than “offstage” — it hopefully sends a signal that they’re still part of the “production.”

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By: Jessica Wise https://customersthatstick.com/blog/what-are-onstage-and-backstage-in-customer-experience-2/#comment-228237 Wed, 31 Jul 2019 18:05:47 +0000 https://customersthatstick.com/?p=15367#comment-228237 What a great article! Many employees don’t realize that they are integral to the customer experience even if they don’t interact with the customer directly. Even if they aren’t seen or heard, their contribution is still experienced by the customer. The line cook is a great example!

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By: Jeff Toister https://customersthatstick.com/blog/what-are-onstage-and-backstage-in-customer-experience-2/#comment-228074 Sun, 28 Jul 2019 14:59:25 +0000 https://customersthatstick.com/?p=15367#comment-228074 I think many customer service professionals take “backstage” to mean they can stop being customer-friendly. I recently heard a retail associate loudly dropping f-bombs as she complained about someone else. Yes, she was technically “backstage” because she was in the stockroom, but she was so loud I could hear her on the retail sales floor!

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