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How to Engage Your Front-line Employees in Your Customer Experience (CX) Program

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MOST CUSTOMER EXPERIENCE IMPROVEMENT TAKES PLACE ON THE FRONT LINES—LEARN HOW TO DESIGN AND EXECUTE A CX PROGRAM THAT FACILITATES REAL FRONT-LINE ACTION

Knowing your customers’ problems is only half the battle of improving customer experience. What really matters is understanding how to fix the problems. Front-line employees and managers, the ones who actually interact with customers, need to have the information and tools that will enable them to bring lasting exchange to your company’s customer experience.

This guide discusses three essential practices of organizations working with the front line to improve customer experience:

  • Ensuring that the front line is an equal partner in the design process and that reporting engines are tailored to their needs
  • Better communicating what customers are saying and highlighting customer-driven action items through improved reporting platforms
  • Deploying a consistent process for taking action that overcomes common impediments

SOME OF THE WORLD'S BEST BRANDS TRUST MARITZCX

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AT&T
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MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

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