From the course: CX Operations: Developing a Customer-Centric Operating Model
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Engage every employee in the customer experience
From the course: CX Operations: Developing a Customer-Centric Operating Model
Engage every employee in the customer experience
- Engaging every employee with the tools and insights necessary to contribute positively to the customer experience is crucial for CX success, and employees are the key to truly operationalizing customer experience throughout your organization. Let's cultivate a customer-centric culture. This isn't just about your CX team or customer facing employees. Ensure every employee understands the importance of customer experience and how their role impacts it. Provide regular training and resources that highlight customer experience principles and best practices. And please don't let this be a one-time training. Everyone needs education reminders and reinforcement on what customer experience success means. And don't just tell them, listen to them. Create channels where employees can share feedback, insights, and suggestions. You want employees everywhere to feel empowered to share their ideas and impressions, including customer complaints. You can use collaboration tools like Slack or…
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