In 2017 we introduced our ROI series recognizing the challenges all customer experience professionals have to obtain funding for CX initiatives and to prove their positive returns. Our second ROI post covered how a well built customer experience can increase revenue and customer growth of your organization. Today we will walk you through the positive impact customer experience has on employee engagement.
Great Culture is the Enabler of Great Service
Excellent corporate culture creates engaged employees who are proud of their company and make it a personal mission to deliver great experiences. Engaged employees love the brand they work for so much that they will go above and beyond to "convince" their customers to feel the same way. Actions like this transform employees from brand ambassadors to brand builders.
When leadership takes the time to build and maintain an engaged workforce the impact is significant, and profitable.
Yet, if culture is of such high value to organizations, why do so few succeed in creating this kind of customer experience advantage for their organizations? Because...
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Liliana Petrova