Failing to engage with staff in ways that foster better Customer Experience

  in Engaged Staff, Uncategorized - January 24, 2018

Understanding and interpreting information is critical to improving the customer experience. But many companies overlook their most critical source for direct engagement data: their own employees.

Finding the right levers to pull includes listening to the front-line team. Perhaps a support page is inadequate and should be updated, or an advertisement is causing confusion. Internal improvements solve a lot of issues.

Seventy percent of trained and engaged employees have a good understanding of how to meet customer needs, according to a recent survey. Only 17% of non-engaged employees say the same.

Listening to teams leads not only to happier employees but also more satisfied customers, which is any manager’s dream.


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