In observance of the worldwide CX Day on Tuesday, October 6, 2015, I want to highlight the important role and the tremendous value that employees bring to every customer experience initiative.  The insights and buy-in from the customer-facing roles are the keys to the success of all CX initiatives and CX improvements.

Employees are the foundation of all successful Customer Experience programs and strategies.

The short YouTube video below highlights 5 ways that employee insights are a critical component to your customer experience strategy. They can:

  1. Jump Start Your Voice of the Customer Program
  2. Define the Structure and Goals of Your Voice of the Customer Program
  3. Maximize Customer Insights
  4. Transform Culture to Customer-Centricity
  5. Save Time and Money

We must listen to our employees just like we listen to our customers… and take action!

How are you capturing Voice of the Employee?  Do you have any success stories to share?  Let me know.  Together we can raise the quality bar and improve how CX is delivered across all industries.

Happy Customer Experience Day!

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