Customer journey customer wave how to get the involvement of employees and third parties to improve the customer experience we recover the texts on the “customer wave” framework and on this occasion we explain how to get the involvement of employees and third parties to improve the customer experience cx in companies . This level of involvement begins with a very satisfactory employee experience . This emotional bond is achieved when the individual expectations of the collaborators are met and when they are shared and invited to participate in the process . Once a high level of engagement has been achieved it is necessary to channel it and translate it into customer experience.
To do this we must ensure that all people management practices selection training compensation etc. Generate behaviors aligned with the experience we want to deliver to our consumers. It is important to emphasize that this same approach must serve to involve all those who although Graphics Design Service not part of the organization participate in the same way in this process suppliers technological partners distribution channel etc. An involved employee is happier and more productive which is directly reflected in the companies' bottom line and customer satisfaction.
In fact the report investing in customer experience to grow prepared by dec and the boston consulting group bcg already indicated that the three best companies in people involvement have a valuation better than the average of their sectors in the customer service that employees provide according to their clients. Four specific lines of action to develop to achieve the objective of involvement . the knowledge and capabilities of the organization with specific courses on customer experience for all employees something that most companies already do incorporating “pills” on customer experience in all the training courses taught in the company.
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