International Journal of Business and Economics Volume 16, No. 3 December, 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 due to failure, help build support, and even establish ongoing change management in the organization, thus enhancing competitive advantages and delivering customer equity.

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

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