|
|
View of what happens behind the scenes to support and deliver the customer experience, you can also use them to better understand the employee experience. What policies are outdated or what processes are broken, making it difficult for employees to do their jobs? What systems are primitive and make it difficult for employees to do their jobs? Conclusion of Understanding Collaborators Let me reiterate after doing this work of understanding, you have to do something with what you learn. I've seen it happen too often that companies create journey maps or conduct quarterly or annual surveys, for example, and nothing is done with it. However, collaborators continue to receive the surveys. In fact, I've heard employees copy and paste comments from the previous survey into the current one because nothing has changed. That's embarrassing. Don't be that company. You must define and design your Employee Experience, not just monitor it.
The CEO should think about the employee experience as one of the most important aspects of the company's design. Done right, the EX program boosts employment brand, productivity, engagement, retention and customer success. Josh BersinHow to convince your managers to invest in CX? by WOW! Customer Experience | Apr 15, 2022 | News | 0 Comments invest in cx Author Steven Van Belleghem published an Buy Bulk SMS Service article where he explained the two ways to convince company executives to not only pay more attention to Customer Experience , but to invest in CX . Here is the translated version of Steve's article: Over the years, I have encountered many Customer Experience experts who struggled to convince their managers to invest in CX . We all know that many business leaders say that "the customer comes first", but at the end of the day, unfortunately, they are usually much more concerned about opening new markets, sales, talent management or optimizing processes. It's understandable, but all these things are part of a closed circle with the client at the center and if that "heart" doesn't beat correctly, everything else will collapse too.
I have to admit that I was surprised to read that - according to a Pega Systems study - only 35% of companies have a sponsor at the C-Level for CX and in 36% of companies, it is managed at the director or director level. lower. It's safe to say that we need to improve this figure. So, how can you convince your leaders to invest in CX ? That's what I wanted to address in today's article. Basically, there are two ways to approach the challenge: one rational and the other emotional. How to convince your managers to invest in CX? I think most people instinctively lean towards the rational route: they set up an Excel sheet with quantitative data to explain that if management invests in X or Y, the turnover rate will decrease by X%. I have to admit I'm not a big fan of that approach. Too often, senior managers present themselves to customers through PowerPoint presentations with statistical data, such as “only 65% of our customers are happy.” But numbers never tell the whole story.
|
|
发表于 2024-3-9 18:50:31