When it comes to enhancing customer experiences this year, brands must first recognise the challenge their employees face daily and work to resolve them.
Given that employees are the frontline of the brand’s CX programme, businesses must ensure their employees are motivated, trained and supported enough to excel in their roles. Moreover, employee motivation is the topmost challenge businesses face when implementing CX programmes.
Similarly, businesses must realise that people are struggling to stay connected with their organisation for many reasons – from remote work to lack of appropriate resources. Brands must identify vital areas of overlap between CX and employee experiences.
Collaborating with human resource teams or people development teams can help organisations improve such vital areas. CX as a function can no longer be restricted to only a team of employees. Rather, it must become an enterprise-wide mission that involves sales and marketing professionals in the business. Such collaborations can help brands accurately address CX concerns.
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[6 minute read]