Photo by paul bica
"A great customer experience can only be delivered by someone who wants to give it." - Ian Luxford, Learning Services Director, Grass Roots
During last week's Total Customer Experience Leaders Summit, Bill Barnes, Senior Vice President, Client Services and Jaci Jarrett Masztal, Ph.D, Vice President, Practice Leader from Burke Inc.,presented "Customer-Centric Culture: Why it Matters and How to Measure it." Bill and Jaci contend that the employee engagement process and the customer experience process, which are usually separate management processes in many organizations, be brought together to improve organizational performance.
This approach is based on the premise that a high level of employee engagement is critical to creating and enhancing positive customer experiences leading to customer engagement. To improve employee engagement, organizations should focus on ways to:
- Improve job performance
- Provide more job growth opportunities
- Enhance Talent Management
- Better serve various internal stakeholder needs
- Improve commitment and retention
- Enhance customer service
- Broader - it's more than an initiative
- Cross-functional, enterprise-wide
- Long-term strategy
- Motivation, focus, behavior
- Multi-dimensional
- Leadership & Strategy
- Messaging & Modeling
- Employee Understanding & Commitment
- Product & Service
- Excellence Support & Tools
- Recognition & Appreciation
Peggy L. Bieniek, ABC is an Accredited Business
Communicator specializing in corporate communication best practices. Connect
with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.
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