Customer Care Culture by Hiring Right

When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. In fact, most companies that are consistently listed as top customer service providers have very deliberate methods for choosing the right people who will properly represent the company's brand promise. Examples from Southwest Airlines, Nordstrom, Ritz-Carlton. From the blog Customer Experience Optimization: Living Your Brand Promise, at http://customerexperience.vox.com (3:54).