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