Access "Employee focus transforms customer experience management strategies"
This article is part of the November 2011, Vol. 1, Issue 1 issue of How to make customer experience strategy a priority
Most business managers know there is a link between happy employees and satisfied customers, yet they are often challenged to capitalize on this connection when implementing customer experience management (CEM) strategies. As a result, analysts caution that CEM projects are at risk if managers don’t focus more on employees. Two issues come into play for CEM initiatives, which are typically cross-company efforts aimed at improving customer experiences throughout the lifecycle. First, managers need to find ways to help employees care more about their jobs. Otherwise, customers immediately recognize an apathetic employee, and that can damage even the best mapped-out CEM plan. Second, managers need to create opportunities for employee feedback, not just on jobs and tasks, but on company plans. The goal is to factor that feedback into CEM projects. As several analysts note, employees, particularly those on the front lines of customer service, can often provide the best insights into customer concerns. “The best companies have the most engaged employees,” said ... Access >>>
Premium Content for Free.
Bridging the customer experience chasm
by Beth Stackpole
Management may be pushing a customer-centric mandate, but without the right culture and processes in place, it's not just to get employees get on board.
- Bridging the customer experience chasm by Beth Stackpole
Employee focus transforms customer experience management strategies
by Rosemary Cafasso, Associate News and Site Editor
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.
Measurement, monitoring essential to customer experience management
by Anna Fiorentino, Contributor
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.
- Employee focus transforms customer experience management strategies by Rosemary Cafasso, Associate News and Site Editor
More Premium Content Accessible For Free
Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels...
If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the ...
Can automation improve the customer experience? Some say it can by creating a standardized, consistent experience. Automation technologies like ...