CX delivery – the crucial role of employees

Success Problem

Developing customer-facing practice among employees


A step-by-step approach towards developing customer-facing practice among employees can be described in a few steps: 1. Acknowledge the importance of customer-facing employees in forming the customer experience. 2. Hire the “right” people according to the experiences your customers are looking for – think “soft” versus “hard” skills, and vice versa. 3. Use technology as an enabler to give employees access to all the information they require to deliver the experience the customer is looking for. 4. Invest in your employees – it will pay off. 5. Demonstrate trust by giving employees the autonomy and authority to act upon the CX needs. 6. Go beyond the “service with a smile” attitude.


Applying at least some of these steps will make a huge difference in customer delivery.



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