Employees play a critical role in improving the CX, which is why we note that altering employee attitudes is one of the seven types of CX projects our clients seek to take on. Just the other day, I was speaking with a telecommunications client about employees feeling a lack of accountability for customer experiences — particularly in their off-hours. Employees in many organizations have become somewhat disillusioned with their day-to-day jobs, often feeling like a cog in a wheel rather than someone with an opportunity to make a real impact on the CX.
Organizations delivering superior customer experiences will set their sights on empowering employees and making sure they understand how their contribution impacts the customer. They’ll ensure employees not only feel ownership of the experience, but they’ll provide employees with the flexibility in processes to allow employees to surprise and delight customers as opportunities arise.
Employees are the faces of our organization, and throughout the Customer Experience Program, we’ll be noting the critical role they play in ensuring a winning customer experience strategy.
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