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

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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