CX has to be truly at the heart of any organisation and be the priority of each employee, regardless of seniority or department. Caring about the way customers feel and the way you interact with them is everyone’s responsibility, and this must be communicated at every level.
It’s about making sure that things are working in a way that your customers want and expect, this is just one way you can start to build trust.
People should genuinely enjoy coming to work every day
because they feel engaged and feel what they do really
makes a difference in customers’ lives.
Everyone should understand what their contribution is to the business and the only way you can do that is through regular communication. Brands need to truly invest in their people by making sure their thoughts, feelings and opinions are valued, this is what you culture should be all about.
It's more essential than ever for CX professionals to start interrogating their numbers and metrics, they have to always be asking ‘why’.
It’s easy to get caught up in your day-to-day activity and forget that you need to invest time here. Get into the mindset of ‘seek and you shall find’, don’t be afraid to ask questions and make sure you’re doing everything you can to understand how your customers are feeling.
In short, employee happiness depends not on what the company says, but what it does. With a direct impact on customer experience and business performance.
Engaged employees help to reduce churn rates as customers feel that they are being paid real attention. Business outputs are increased as a result of company-wide engagement with everyone working towards a shared goal.