Note: This post was originally listed at Annette Franz’s blog at http://cxjourney.blogspot.com/. If you aren’t subscribed to her blog, you really should consider it!
You’ve gathered your customer insights and made the changes. Your website is streamlined and easy to use. Your add-on services are perfectly aligned with customer needs. You have invested in the finest training for your employees. Your IT upgrades ensure that your staff has up-to the-second information at their fingertips.
But somehow nothing is changing. Your sales are flat, and your customer experience scores are static. What’s wrong?
Tell me, how good are your line managers?
The employee-customer interaction is where the magic happens in almost any service-based business. Whether renting a car, shopping for groceries or eating out, the customer-facing associate makes the difference between a ho-hum experience and one that brings you back for more. Read more