Clarifying customer experience responsibilities

An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone was being held responsible for customer experience at a general level, but it wasn’t clear how they were expected to support the …

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Employee Experience: The Cornerstone of Customer Experience

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience. When you peel back the layers of any customer-centric organization, you’ll find a robust culture of honoring employees, encouraging their insight and ideas, …

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