Research from Temkin Group indicates that most companies with above average customer experience (CX) in their industry have a workforce where 75% of their employees are highly or moderately engaged. This compares with only 47% of employees at companies with lower CX standards.
So how do you drive emotional engagement in your workforce, and ensure they are committed to customer-centricity?
MyCustomer and Rant & Rave have partnered up to explain how to create and nurture an engaged and customer-centric culture, examining the important role that Voice of the Customer plays, drawing on the experiences of HomeServe and its efforts to empower its employees from the frontline all the way to the board room.
Viewers of this webinar will learn:
- Why employee engagement is so important to the customer experience.
- How to foster a culture of engagement.
- How Voice of the Customer and measuring customer emotion can support this.
- How to create customer-centric values, drawing on lessons from HomeServe’s own cultural transformation.