Companies need to understand that their employees are key to keeping customers satisfied as they increasingly focus on the customer experience this year, said Bruce Temkin, managing partner of the Temkin Group. Temkin identified eight customer experience trends for 2015: corporate culture conversations; cx training and engagement; voice of the customer renovations; mobile formulations; brand revaluations; customer journey deliberations; contact center loyalty aspirations; and human resources participation.
Companies will need to train their staff in these areas, Temkin advised.
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The Way to a Customer's Heart Is Through Your Employees
Posted by: Richard Adhikari January 8, 2015 07:57 PMCompanies need to understand that their employees are key to keeping customers satisfied as they increasingly focus on the customer experience this year, said Bruce Temkin, managing partner of the Temkin Group. Temkin identified eight customer experience trends for 2015: corporate culture conversations; cx training and engagement; voice of the customer renovations; mobile formulations; brand revaluations; customer journey deliberations; contact center loyalty aspirations; and human resources participation.
Companies will need to train their staff in these areas, Temkin advised.