International Journal of Business and Economics Volume 16, No. 2 September, 2017

Building Internal Competencies Capabilities and Capacity to Deliver Great Customer Experiences

Rouxelle de Villiers

University of Waikato, New Zealand

Linda Coleman

Salem State University, U.S.A.

Abstract

Building internal competency within an organization can be very effective when managed well. It can eliminate or reduce costs of failing, build support, and establish ongoing change management in the organization; thus, enhancing competitive advantage and delivering customer equity.

Keywords：brand reputation capabilities, competencies, employee empathy, service excellence.

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