In an ever increasing customer‐centric world, employees are the key to unlocking customer loyalty and higher profits, but many companies neglect those on the front line of delivering customer experience. Why? They feel there is no empirical ...Read more
The customer experience is a combination of tools and attitudes. Companies are very fond of investing in tools that improve response rates, availability of products, customer profiles, and different channels with which to connect. Yet very few ...Read more
So you selected a vendor and conducted an employee engagement study. You even compared the results to the global benchmark and presented the findings to your CEO and his team.
They were all concerned and reiterated the importance of this ...Read more