Delivering an exceptional experience requires exceptional people. You need the right talent, with the right skills, motivated to do the right things for your customers. We help you to achieve this through a variety of methods aimed at engaging, rewarding, hiring, recognizing, and developing the talent you need to achieve your customer experience goals.
Employee Engagement Measurement and Action
Your current organizational culture drives your current customer experience. To improve the current customer experience you need to understand the experience of the people who deliver it. This is where an engaged workforce becomes important.
We can help you conduct a full-scale, deep-assessment to gather a baseline index of Employee Engagement (overall and for key sub-groups), identify the drivers that most impact Employee Engagement, and equip managers and leaders with the insights and online tools to improve.
Following this deep-dive, we can also assist you in conducting quarterly pulse check surveys to monitor and track progress on an ongoing basis.
Defining and Developing Customer-Centric Behaviors
We work with our clients to define the employee behaviors that support the customer experience promise. We mine feedback from your Voice of the Customer (VoC) feedback program to provide insight into hiring and selection criteria. We also offer a unique Customer Experience 360 approach to help you to assess leader, manager and employee capabilities as they relate to delivering the desired customer experience.
Tapping into the Voice of the Internal Customer
Many organizations focus their alignment efforts on the front-line, forgetting that there is an entire ecosystem that includes “frontstage” and “backstage” talent that together create consistently superior customer experiences. We will work with you to measure the Voice of the Internal Customer (VoIC) and identify the internal barriers to a great customer experience.
Finding and Recognizing Your Brand Ambassadors
There are individuals in every organization who continuously go above and beyond for customers, both internal and external. On an annual basis we mine customer feedback to identify these individuals across our client base. The winners receive one of PeopleMetrics Brand Ambassador Awards. In addition to the annual awards, we work with our clients to help them use customer feedback to regularly recognize their own Brand Ambassadors.