Everyone knows a best-in-class customer experience (CX) measurement program has to deliver cutting edge technology and world class insights—but technology and insights have little impact if field teams and front-line employees aren’t using the program to drive action. That’s why we recently partnered with the Customer Experience Professionals Association (CXPA) to present a webinar on how to drive field engagement—a crucial, but often overlooked, component of any successful program.
There’s a lot written about how vital employees are to delivering a great customer experience. That’s why engagement initiatives have gone beyond a trend to become an established best practice for today’s leading organizations. SMG was founded on The Service Profit Chain—a principle stating that loyal employees lead to loyal customers who recommend your brand to others, return more often, and spend more when they visit.