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245: Vicky Smitley, Business Plans and CX

245: Vicky Smitley, Business Plans and CX

In this special edition “live” from C-Suite Network conference, we discuss the importance of including customer experience in business plans with Vicky Smitley, Vice President of Sales and Marketing at Hearthside Food Solutions. Why is customer experience missing from business plans? Many business leaders feel that if they have rock solid business plans, then a great customer experience will follow. But few think of creating a culture around customer experience as part of their business plan. Customers are calling the shots! If your growth engine is not focused on them, the experience you deliver will not stand out among the competition. “…without customers, a business does not survive.” – Vicky Smitley At Hearthside Food Solutions, Vicky Smitley has become a customer advocate to really bring customer experience to the center of the business plan. By improving the employee experience, they have developed special programs to bring customer-focused thinking from the C-Suite on out to