Whatever your sector,
how your customers feel during their interactions with your business has never been
so important. Emotions are heightened - people have been impacted from this
pandemic in many different ways. Customers have become far less tolerant of businesses
who don’t show care and will simply walk away without warning.
Your front-line employees need to connect with your customers, build trust
and show care and empathy. They can only do this if they fully understand customer
experience and their vital role in it and are empowered to act in the customer’s
Customer experience and employee experience go hand in hand. Valued,
engaged employees leads to valued, engaged customers. This is the approach that
will help businesses to ride this challenging wave.
customers are willing to pay extra for improved