Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it is not that obvious. So many companies still fail to recognize that important connection, to the ultimate detriment of the business.
Why is the customer experience so bad? Because when 70% of our workforce is “not engaged” or “actively disengaged,” according to Gallup, we cannot expect to have a great customer experience. If your employees aren’t engaged, it will be very difficult for them to delight your customers. If you don’t care about what you’re doing, it shows. If you’re not […]
Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys.
Many companies will survey their customers. The surveys range from simple questions, as in the Net Promoter Score type surveys to […]
Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers. They want their feedback, opinions and anything else that will give them an advantage. […]
One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, “If you’re not serving the customer, you’d better be serving someone who is.”
It’s easy to […]
In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – and measurements drive behavior.
Most of the time, management looks at quantifiable call center metrics that […]
What is storytelling, and why is it an important tool to have in your CX Toolbox?
In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a […]
It’s that time of the year. The weather outside is getting frightful, the mistletoe is looking ripe for picking, the tree farms are popping up all over town, and yes, businesses are stressing out about […]