It’s time to start measuring and managing their worth. The true purpose of a business, Peter Drucker said, is to create and keep customers. Most managers understand this, but few behave as if they do. Under relentless earnings pressure, they often feel cornered, obliged to produce quick profits by compromising product quality,
Summary. It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. According to PwC, companies that invest in and deliver superior experiences to both consumers and employees are
Continue readingEngaged Employees Create Better Customer Experiences
Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. These leaders set the tone with their words and actions to make customers central to every
This section focuses on the development of a practical action plan to improve the EX in an organization. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear action plan to improve the EX in their
This section focuses on the examination of real-life examples of organizations that have successfully transformed their EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the best practices and lessons learned from
This section focuses on the importance of measuring and improving the EX, and provides practical tools and techniques for doing so. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the importance of
This section focuses on the role that technology plays in shaping the EX, and how organizations can leverage technology to enhance the EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the
This section focuses on the importance of effective communication and feedback in creating a positive EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the importance of communication and feedback in creating
This section focuses on the importance of employee well-being and how it affects the overall EX. Some of the key points that could be covered in this section include: By the end of this section, participants should have a clear understanding of the importance of employee well-being, how it affects
This section focuses on the impact of workplace culture on the EX, and how organizations can shape and cultivate a positive culture to drive better business outcomes. Some of the key points that could be covered in this section include: By the end of this section, participants should have a