Drive real-time collaboration and accountability across the company
Have you ever had an exceptional customer experience—one that really stood out—and wondered, ‘Why doesn’t that happen all the time?’ The big differentiator usually has to do with a company’s employees and their level of engagement. Thirty years of research indicates that greater employee engagement leads to greater customer loyalty. But what does customer-centric engagement look like? And how can companies encourage, support, and nurture it? This Spotlight provides some guidance.
See how customer-centric companies activate feedback and deliver greater value to their customers.
Learn how to develop a systematic approach and build the right CX capabilities for your teams.
Is it better to ask for ratings on a 0-to-10 scale? Here are 7 key questions to help you choose the response scale that best meets their goals.
Behavior-based compensation systems can increase employee engagement, operationalize knowledge, and build habits that improve over time.
Some of the most progressive companies are leveraging social media in their customer experience management and creating a virtuous cycle of feedback essential to all levels of the organization.
Listen to leading employee experience expert William H. Macey, PhD, and Melissa Arronte, PhD, Solution Principal Employee...
Are you capturing VoC insights that motivate employees to act? By incorporating real human responses, you...
EX is an increasingly important initiative for many organizations. But how do you ensure employee experience...