“You don’t need a new plan for next year. You need a commitment.” The approach recommended above will yield several commitments you and your employees will make to one another. It’s time for you all to write your own version of the future of work. If you do, you’ll keep the great employees you have, attract new talent to your organization, and achieve the kind of results that only a dedicated ensemble of people can realize together.
How good is your CX? If you’re like many organizations, you may not truly know. You certainly think CX is a priority. You’ve invested in redesigning or upgrading your CX. But do you actually know how your customers feel about the CX you deliver? It’s no wonder so many of us don’t know how we’re doing—96% of customers won’t tell organizations if they’ve had a bad experience.
A lot of companies miss that a great employee experience leads to a great customer experience. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage.