The idea that engaged employees deliver better customer experiences (CX) isn’t a new one. In fact, a classic management concept—the Service-Profit chain—clarified the links between employee satisfaction, customer loyalty, and profits more than 20 years ago. Source:...
What is the biggest challenge facing most Customer Experience (CX) practitioners and service leaders? Operationalizing their CX initiatives and engaging their teams to use the valuable customer feedback available to them. Many companies struggle to keep employees...
The words “feedback” and “motivation” can seem like antithetical concepts. The reason? “Feedback” often has a negative connotation due to its use as a “stick” versus a “carrot” to improve performance. However, customer experience (CX) leaders realize that...
Most service organizations have talented and passionate employees that care about helping customers. In fact, between 60-80% of customer experience (CX) feedback reflects well on customer-facing teams. However, many companies’ CX programs place significant emphasis on...
For any customer, providing feedback is often an emotional experience. The combination of a visceral response to interactions with a brand and a compelling need to share feedback can imbue any customer experience (CX) with a personal, emotional edge. This is...
Traditionally, customer experience (CX) has not been an area of strength for many communications companies. In fact the telecommunications industry received the second worst overall customer experience ranking, eclipsing the survey’s third place finisher by 20...
Being part of a great team. Offering a high-quality product or service. Working for an inspirational visionary. These and other qualities can motivate employees to become deeply engaged in their jobs and offer standout service to customers. In the past, many companies...
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