Mr Bearbull 

The incentive is all

Mr Bearbull

Mr Bearbull
The incentive is all

Hiring a poor soul and labelling him or her a ‘customer experience manager’ is likely to prompt hoots of derision all round. No one can look friends or strangers in the eye and say “I am a customer experience manager” and expect to be taken seriously, least of all in the grittier parts of northern England. Yet that’s precisely what consumer credit lender Provident Financial (PFG) did. Its bosses hired 2,500 customer experience managers and were then gobsmacked when their plan to transform the group’s consumer credit division, whose typical customers are the hard-pressed barely employed, went down as well as black pudding at the annual meeting of the Vegan Society.

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