We have much evidence that effective customer experience management (CEM) needs to include an understanding of your employees’ experience as well as your business partners’ experience with your company. These constituencies are your face to the customers and have an impact on how the customer perceives you. For example, I found evidence that employee metrics, including job satisfaction […]
Researchers have shown a consistent relationship between employee attitudes and customer attitudes. Specifically, they have found that satisfied/loyal employees, compared to dissatisfied/disloyal employees, have more satisfied customers. Examining different bank branches, Schnieder & Bowen (1985) found that branches with satisfied employees have customers who are more satisfied with service and are less likely to churn […]
Companies need to ensure they are providing their employees with the tools, information and support they need to be successful at their jobs. One way companies gauge how well they meet their employees’ needs is through an annual employee survey. Employee surveys can provide companies useful insight about what makes their employees want to work […]
Learn how to build your business around the customer using customer-centric measurement and analytics. Available in Kindle and paperback. Learn more about TCE: Total Customer Experience.
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty and best practices of customer feedback programs.
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty.