Trends Report

How The Voice Of The Employee Empowers Customer Experience Efforts

An Empowered Report: Employees Are Customer Experience Pros' Best Weapon

January 28th, 2011
With contributors:
Shelby Catino , Elizabeth Boehm

Summary

Employees have a wealth of insight about both customers and internal operations. Many also have the influence to quickly improve customer experience at the ground level through frontline interactions and behind-the-scenes decisions. Customer experience professionals should draw on employees' insight and influence to feed two key activities: improving customer experiences and building customer-centric culture. The benefits include discovering emerging customer issues more quickly, generating improvement ideas more easily, and building strong links between employee and customer experience quality. To fully capitalize on the opportunity, firms need to establish disciplined voice of the employee programs that tie in with existing voice of the customer and human resources (HR) efforts.

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