Empower employee for a memorable CX

New Ideas in MarketingEssential news for marketers, summarised by YouGov
June 09, 2021, 5:10 PM UTC

To boost customer loyalty, companies need to provide the best overall experience and not just the lowest price in the market or the best quality product.

With consumers expecting a consistent experience across channels, companies must train and manage their team effectively to keep their delivery memorable for customers and profitable for businesses. Brands should hire employees based on their ability, aptitude for customer interaction instead of relying solely on technological qualifications and experiences.

Before finalising a team member, consider checking their previous customer reviews. Provide employees with training, tools, and necessary authority to consistently deliver memorable customer experiences.

Incentivising or rewarding employees along through a peer recognition program can help deliver the right experience consistently. Instead of solely relying on customer surveys, companies must encourage employees to interact with customers in person and build lasting relationships.

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