No matter which way you look at customer experience, it all boils down to the choices made by the people in your organization – choices about how they interact with customers and with each other, how they set policies and define processes, how they design digital interfaces and physical environments, and how they conjure up the campaigns that make the promises to customers that the organization needs to keep.
Yet, the single question I get asked most often during my many conversations with organizational leaders across all industries is: “How do I align and engage my employees to understand, believe in, and consistently do the right thing to keep the promise we make to customers”?
We call this the “employee factor” and we’ve focused our latest whitepaper on this very subject. It outlines the three steps you can take to successfully align, engage and enable the hearts and minds of your employees so they deliver your brand promise and drive your customer experience initiatives:
- Establish the Compelling Need
- Develop the Right Mindset
- Deliver the Right Experiences