We talk a lot about the customer experience, but relatively little about the employee (or agent) experience. This is tightly wrapped up with that of the customer since often the two interact directly with each other.
More than simply sterile discussions and weasel words about employee engagement, a genuine shift of responsibility and leadership to the frontline employees leads to improved employee satisfaction – which will in turn be reflected in the levels of customer satisfaction. Dealing with an employee that can actually take responsibility for problems and get them solved is a refreshing experience!
Middle and senior management are often loathe to give up their power and perceived control – but wake up, those days are gone and there is a fundamental shift in the operating model and the way successful organisations are managing themselves.
Budd has long been a proponent of this culture of trust, through its WOCAS (What Our Customers Are Saying) processes and tools. So, it was good to read this article by Louise Druce at MyCustomer.com. Okay, it is only an introductory piece, trailing an event later in the year, but is a useful two minute introduction to the topic.
