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Happy Marriage of Employee Engagement & Customer Experience

Last week, I had the pleasure of addressing a crowd of my fellow customer experience professionals at the annual Satmetrix user conference.  At Kronos, we invest a lot of effort into listening to our customers, following up with them when they let us know they need something more from us, and incorporating their feedback into product and service improvements.  I shared the following ten lessons I've learned from building our program over the last 6 years.  You can also see the full presentation below.  I'd love to hear your feedback on anything I've missed!

Ten Strategies to Engage Your Workforce to Drive a Great Experience for Your Customers:
•COMMUNICATE importance of customer experience
•EXECUTIVE engagement
•INVOLVE internal stakeholders in CX program design
•EDUCATE coworkers on how to interpret and act upon data
•RESPECT coworkers' competing priorities
•MEASURE what matters and report on results
•DRIVE follow up with customers
•REWARD desired behaviors
•CELEBRATE satisfied customers
•MODIFY program to meet the evolving needs of the business
You can view the full presentation below:

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