One Thing EVERY Company Can Do To Improve Customer Experience

Posted by Tom Smith on Mon, Nov, 17, 2014 @ 12:11 PM

free wifi > customer experience








I just attended the Internet Summit (#isum14) at the Raleigh Convention Center.


I heard plenty of speakers sharing statistics about the growth of the internet, the growth of mobile and how to use the Internet to improve customer experience.


Ironically, internet access at the Raleigh Convention Center became limited as the attendance reached 2,000 people.


The one thing every business can do to improve the customer experience is to provide an always on, high-speed internet connection.


We're all using mobile devices, or laptops, to do business, research, stay in touch and stay informed.


By providing always-on, high-speed internet access, you're making your customers', and employees', lives simpler and easier.


Making customers' lives simpler and easier gives you a better chance of having a "customer for life."


Making your employees' lives simpler and easier gives you more empowered and engaged employees that are more likely to provide your customers an outstanding customer experience.


Conferences will have happier attendees.


Hotels will have happier guests.


Airlines/airports will have passengers that are able to get work done, or stay connected with their loved ones, even if their flight is delayed.


Restaurants and coffee shops will provide a valuable service to guests whether they're there on business or pleasure.


Businesses will ensure their clients, customers or guests are able to say connected while they're in their offices or stores.


How would high-speed internet access differentiate your business from your competition?


How would making your customers' lives simpler and easier change their impression of, and willingness to continuing doing business with, you?


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Tags: customers for life, customer experience, customer satisfaction, empower employees, customer retention, satisfied customers, customer centric, employee engagement, employee empowerment, customer service

Use NPS to Improve Customer Experience NOT to Disempower Employees

Posted by Tom Smith on Tue, Nov, 04, 2014 @ 10:11 AM

use NPS to deliver an outstanding customer experience








I received a disturbing response to a blog post about companies with outstanding Net Promoter Scores (NPS) from a young man who works for a company that is using the scores to hammer employees.


This is NOT the purpose of NPS.


Happy, engaged employees = happy engaged customers.


If you penalize employees for a poor NPS you have a much bigger problem on your hands.


Use an employee NPS survey to determine how you're doing as an employer.


If your employee NPS score is significantly lower than your NPS score, you need to be doing more to empower and engage your employees -- not increasing throughput with reduced numbers.


My wife is a fan of Panera and I'm a raving fan of Chipotle. These are supposed to be two of the best quick serve restaurants (QSR) in which to work.


I've recently written to both companies as I see the stress on the faces of customer-facing employees, who are my friends, trying to meet the increased demands of corporate to drive throughput and efficiency higher and higher to make Wall Street happy.


While investors are your customers, they're not going to keep you in business.


If you aren't treating your employees well, then your employees probably aren't treating your customers well.


And if your customers start leaving, so will investors.


Use NPS and eNPS to understand where you're already strong with regards to customer and employee engagement and what you need to work on.


Don't use it to punish your workers.


That's short-sighted and ultimately bad for business.


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Tags: customer experience, empower employees, net promoter score, customer engagement, raving fans, employee engagement, NPS

5 Obstacles to Employee Engagement and 5 Steps to Overcome Them

Posted by Tom Smith on Fri, Oct, 10, 2014 @ 10:10 AM

describe the image







Thanks to research provided by Bruce Temkin and the Temkin Group.


Only 28% of employees are highly engaged with executives being the most highly engaged and those being employed at small companies being the most highly engaged employees.


The top five obstacles to improving employee engagement:


  1. Lack of a clear employee engagement strategy.

  2. Inconsistent buy-in among middle managers who may, themselves, not be engaged.

  3. No clear owner leading the effort.

  4. Limited funding to support employee engagement efforts.

  5. Senior management has not identified employee engagement as a priority.


Given the focus on sales and monthly/quarterly earnings, it's not a big surprise that neither employees, or customer, engagement is a high priority for many companies.


They do not see the correlation between engaged employees and engaged customers and the long-term benefits satisfied customers can provide the firm relative to new prospects.


The five "I's" of employee engagement:


  1. Inform -- provide employees with the information they need to understand what is expected of them.

  2. Inspire -- connect employees to the company's vision and mission.

  3. Interact -- support employees with training, coaching and feedback. Understand what drives your employees. Hint, it will vary by individual.

  4. Involve -- take action with employees to improve processes and solve problems. Your customer-facing employees have a good idea of where your products and services are, and are not, meeting your customers' needs and expectations.

  5. Incent -- deploy appropriate systems to measure, reward and reinforce desired behaviors. Do you really want to reduce the time a CSR spends on the phone with a customer if spending more time will result in greater customer satisfaction?

Is your firm taking any steps to enhance employee engagement?


Click Here To Schedule a 30-Minute Consultation  to Discuss Marketing or Sales Issues 

Tags: vision, mission, employee engagement, employee empowerment, corporate culture

Practice "Total Radical Transparency" to Improve Employee Engagement

Posted by Tom Smith on Thu, Oct, 09, 2014 @ 10:10 AM

total radical transparency resized 600







I've had the opportunity to work for, and with, more than 100 different companies over the course of my career.


It's very rare to find a company, or management team, that practices "total radical transparency."


I've worked for two companies that embraced this philosophy and they were the two places where I felt totally empowered, engaged and made the greatest contributions.


In a recent edition of Fast Company, in "The Second You Think You're an Auteur, You're Sunk," film director James Cameron, describes how everyone working on a particular project would sit around a table every morning at precisely 8:15 and air out problems.


This is tremendously healthy for any team -- management or employees.


It ensures everyone is on the same page and in complete alignment about what's working and what isn't.


You bring your problems to the group and solve them as a group. Everyone's invested in the solution.


Inability to discuss problems openly and honestly hinders their resolution.


Fail to address them and they become even bigger problems as well as a poison to your corporate culture.


In one company where I was hired to direct the firm's marketing efforts, I asked the president if I could conduct one-on-one interviews with the management team to ensure everyone was in alignment with regards to the vision, mission, values and strategic positioning of the firm.


I was advised this wasn't necessary, since the firm had just completed their strategic planning.


It took less than a week to see how misaligned the SBU's, and the employees therein, really were.


In a recent consulting engagement, I urged the CEO to take a leadership position in social media since the firm aspired to be a leader in their industry.


My recommendation was rebuffed because the CEO was concerned that there were groups out there that would not approve of what the firm was selling.


If you're not willing to be open and honest with your employees, your customers and your prospects, you will not be a leader in your industry.


The internet rewards those who share information and exposes those that hide it.


AGE, arrogance, greed and ego, made companies and individuals a lot of money before the advent of the internet and social media.


According to Justice Louis D. Brandeis, "sunlight is said to be the best of disinfectants." 


Given this, the internet and social media will expose those companies who are not transparent with their employees (Glassdoor), their customers (Amazon, Zappos, Yelp) or their prospects.


Are you and your firm committed to total radical transparency?


If so, you and your employees will benefit.


If not, you might want to take another look at your vision, mission and values.


Empower Employees to Get Insights Download the Free e-book "How To Get Insights From Analytics" to Accelerate Sales


Tags: alignment, vision, mission, values, employee engagement, total radical transparency

Happy Employees = Happy Customers

Posted by Tom Smith on Mon, Oct, 06, 2014 @ 10:10 AM

Tony Hsieh

Photo Credit: Charles Henry, Flickr – Altered with Quote

Thanks to Jenn Lim, CEO of Delivering Happiness, for the following thoughts.
Happiness continues to be elusive in the workplace as headcounts are kept low and leaders remain focused on driving higher rates of productivity and profits.
Morale is low and employees are clueless about the vision, mission and values of the firm as they get no, or conflicting, information from management.
Studies show that employees who are happy and engaged in their work are more successful and more likely to deliver great customer service.
It all starts with the vision, mission and values of your company and ensuring that everyone in the firm is in alignment.
Once you've identified the greater good their everyone is working for, have champions to hold everyone, including the management team, accountable.
While Jack Welch liked to fire the 10 to 20% of underperformers, Zappos has been successful by letting go the 10 to 20% of employees who weren't in alignment with brand values. 
There are clear levers to increase a person's happiness:
  • Sense of progress – “is a person developing in their role or in their life?”
  • Sense of control – “is a person making decisions and are those decisions being executed on or at least considered?”
  • Connectedness – “the depth and breadth of relationships in your work and life.”
  • Having passion and flow – “flow is a psychological term that describes something you are so engaged in that it feels like minutes have gone by but in reality it’s actually been hours. How you create that sense of flow in the workplace is basically when you have the level of challenge meeting your level of skill.” We should think about how we can work together and “group teams of people to have that sense of flow so they really want to be engaged in their work.” 
  • Sense of higher purpose and meaning (ultimately the most important element) – “what are you doing that is greater than yourself? What is your personal higher purpose and is that aligned with your company higher purpose?”
  • Recent studies from the Harvard Business Review and The Economist show that business results of happiness are 10 to 30% increases in profitability and 10 to 20% increase in sales.
  • One top-20 ecommerce company increased monthly sales 39% and reduced monthly absences by 96%.
Is your company ensuring its employees are happy?
Empower Employees to Get Insights Download the Free e-book "How To Get Insights From Analytics" to Accelerate Sales

Tags: customer satisfaction, empower employees, vision, mission, values, employee engagement

Drive Adoption and Engagement with Employee Advocacy

Posted by Tom Smith on Fri, Oct, 03, 2014 @ 10:10 AM

employee advocates








Thanks to Susan Emerick (@sfemerick), CEO and founder of Brands Rising, Lori Grey (@lsgrey) of Deloitte and Alex Cramer (@cramer1000) of Dynamic Signal for an informative presentation on empowering and engaging employees to help drive customer adoption and engagement.


I've written before about how loyal employees = loyal customers.


More and more brands are empowering their employees to support the goals of the brand by using content and employee-owned social media expertise and contacts.


When you consider the number of social media contacts and followers your brand has versus that of all of your employees, you have a tremendous opportunity to increase the reach of your message by asking your employees to share your messages and information of value with their social networks as well as your customers and prospects.


Besides, employees generate more trust than companies:

  • 84% of people trust recommendations from people they know while only 15% trust recommendations from brands (Gartner).

  • 70% of customer brand perception is determined by experiences with people (Market Leader).

  • Leads developed through employee social marketing convert 7X more than other leads (IBM).

  • People like to do business with those they know, like and trust. Employees humanize your brand. 


There are several steps to building an employee advocacy program:

  1. Determine the "best fit" candidates.

  2. Provide training, remove doubt.

  3. Personalize. 
  4. Reward and recognize.

Determining "best fit" candidates depends on the vision, mission and values of your organization and finding the people who are already in alignment and equipped to share their knowledge and expertise.
Characteristics of "best fit" candidates are:
  1. Already have a strong social media footprint.

  2. Comfortable collaborating online.

  3. Find value in creating and nurturing relationships via social media.

  4. Demonstrate a long-term commitment to sustained engagement.

  5. Open to coaching, guidance and learning from data. 


There are several steps you can take to provide training and remove doubt given that people and companies have concerns about employees posting on social media on behalf of the company:

  1. Provide education and training on social media best practices, as well as any restrictions the company may have based on industry requirements.

  2. Have peer mentoring or teammates you can bounce questions off of.

  3. Provide an online source of content that's preapproved -- prewritten, preapproved share text that employees can customize. This ensures consistent messaging and eliminates the need for employees to develop information of value from scratch.


Personalize the content you are asking your employees to share:

  1. Employees will be much more comfortable with, and likely to share, content that's relevant to them personally and professionally. They'll also be more comfortable personalizing for the channel or the audience.

  2. Use sign-up forms to create groups to know which topics or industries interest which people.

  3. Use groups to tag and distribute content.  


Reward and recognize those employees that are helping spread the company message via social media:

  1. Professional recognition is having contributors recognized by their peers and executive management about what they are doing, as well as their accomplishments.

  2. External recognition is showcasing individuals as industry thought-leaders giving them an opportunity to represent, or speak on behalf of, the company at industry functions. 


Do you have an employee advocacy program in place?


How are your employees' activities benefitting the company?


Click Here To Schedule a 30-Minute Consultation  to Discuss Marketing or Sales Issues

Tags: transparency, empower employees, connecting emotionally with customers, customer engagement, employee engagement, loyal employees

Engage Employee Advocates to Accelerate Sales via Social Media

Posted by Tom Smith on Thu, Aug, 28, 2014 @ 10:08 AM

Engaged employees accelerate sales








Great webinar by Nicole Alvino (@nalvino) of Social Chorus, Susan Emerick (@sfemerick) of Brands Rising, and Jenn Meiner Roumian (@jroumian) of EA on "Engaging Employee Advocates: How Electronic Arts is Activating Employees to Amplify the Brand's Message."


Nicole started the presentation by sharing how companies can "turn social media inside out" by engaging the thousands of insiders a company or brand has -- their best employees, customers, partners and influencers. 


People like to help people they know like and trust. They want to see them succeed. If you let them know that sharing something about your product or service on social media will help your business, your brand advocates are willing to do so to help you.


And, based on several studies, the help of advocates is invaluable:


  • An everyday employee is trusted twice as much as the CEO (Edelman Trust Barometer).

  • 92% of an employee's Twitter followers are new to the brand (Cisco).

  • 77% of consumers are more likely to buy a product or service when they hear about it from someone they trust (Nielsen).

  • Employees have 10 times more followers than corporate accounts (Cisco). 

People build relationships with people, not companies. Brand advocates are great ambassadors for your company.

Employee advocacy impacts all facets of a business:

  • Reputation (Communications and P.R.) -- corporate reputation, awareness, internal communications, thought leadership.

  • Demand (Marketing) -- awareness, reach, buzz, leads, cost savings as the result of social word-of-mouth.

  • Recruting (Human Resources) -- provides an inside view of the company, builds the corporate reputation among potential employees, cost savings from recruiting expense. You have people knocking on your door who want to work for you based on what they've learned about you on social media from your advocates.

  • Close rate (Sales) -- leads, both marketing qualified and sales qualified, thought leadership, local sales, customer stories and testimonials, relationship building.

  • Awareness (Product Group) -- buzz, trusted expertise, demand, awarenss and leads.


There are three critical steps to execute a successful employee advocate social media program:


  1. Executive support -- buy-in, financial support, support of the mission, involvement and encouragement.

  2. Training and onboarding -- must be ongoing and sustainable. Employees must know what is, and is not, acceptable as representatives of the company without diluting their voice or integrity.

  3. Activation and results -- define the program, the strategy and how participants will be recognized, and, if appropriate, rewarded.


Susan Emerick shared three three steps necessary to build a compelling business case for an employee advocate social media program:


  1. Value realization -- how will the program impact revenue, costs, efficiency and productivity? Have the steps in place to measure so you are able to share the results with the management team.

  2. Securing investment -- sell the benefits to the internal stakeholders so they are willing to make the investment, whether it's time or money, to insure the program's success.

  3. Understanding motivations -- how social employees can have a positive impact on metrics: cost/lead, share of voice, sentiment, costs, sales, market share, productivity, efficiency, talent acquisition, retention.

Jenn Meiners Roumain is the Global Brand Manager, Talent Acquisition at Electronic Arts, a leading developer, marketer and distributor of video games with more than 9,000 employees.


Jenn created the EA Insiders as the firm's employee advocate social media team based on the vision, mission and values of the firm. 


The characteristics of an EA Insider are:


  1. A champion and evangelist of all things EA.

  2. A collaborator and partner with Talent Acquisition, Corporate Communications, senior leadership, Public Relations and Human Resources.

  3. A promoter and engager of EA events.

  4. A social media maven. Once EA Insider has 15,000 followers.

  5. An inspirer of, and an inspiration to, Talent Acquisition and employer branding initiatives.


Jenn laid out the six steps to activating the group:


  1. Align the goals to the mission and philosophy of the firm: increase awareness and engagement; influence talent acquisition; engage; provide thought leadership; and, enhance morale.

  2. Identify internal business partners and get leadership involved from Talent Acquisition, Corporate Communications, H.R., Marketing/P.R.

  3. Choose a pilot group -- by region, by department and by social media knowledge.

  4. Define how to measure success. Engagement might be the number of shares or the amount of content generated. Advocacy can include participation and activation. Impact can be measured by audience engagement and increase in job applications.

  5. Create a plan for long-term engagement by providing a diverse mix of content, encouraging employees to recommend new content, and create a thank you and recognition plan.

  6. Scale and grow the program. EA Currently has 60 EA Insiders with a goal of having 100 by the end of the year, 500 to 1,000 after two years and, ultimately, everyone in the company.


After the first few months, the EA Insiders have made 9,300 personal engagements worth more than $25,000 in media value.


How much value can your employees provide you by engaging customers and prospects via social media?   


Empower Employees to Get Insights Download the Free e-book "How To Get Insights From Analytics" to Accelerate Sales

Tags: trust, empower employees, customer engagement, employee engagement, social media

Empower and Engage Employees to Share Content

Posted by Tom Smith on Mon, Aug, 04, 2014 @ 10:08 AM

empower employees to share content







Great webinar from Natanya Anderson (@natanyap) from Whole Foods, Denise Holt (@deniseholt1) and Nicole Alvino (@nalvino) of Social Chorus entitled, "From Employee to Advocate: Mobile Your Team to Share Your Brand Content."


According to the Edelman Trust Barometer, 52% of consumers trust an "average employee." Content shared by employees receives eight times the engagement of content on brand channels.


At Whole Foods, employees are empowered and encouraged to share the brand's story online.


Whole Foods actively recruits passionate team members to voluntarily share their offline stories online.


This has resulted in:

  • 300 active team members sharing.

  • 10,000+ social shares.

  • $35,000 in advocate market value.


According to Natanya, the five keys to successs are:


  1. Align the program to business objectives. Their metrics are engagement, awareness, employee engagement, thought leadership and morale.

  2. Start with a social media policy. This includes: mitigate risk, ensure FTC compliance, avoid marketing jargon, make sure participation is voluntary, provide resources and best practices for employees.

  3. Get leadership buy-in. Have a brand champion at every location. The leaders will drive program awareness and adoption.

  4. Create a content and engagement plan. Provide a variety of content and opportunities to share. Monitor and optimize content performance. Identify a method for ongoing communication.

  5. Identify social team members and encourage more participation. Start with the most active team members already involved with social media. Identify team members and leaders to champion the program in each store.
For companies with less engaged and empowered employees, Denise suggests an employee-brand relationship program that addresses the employees' emotional journey:
  1. Hesitation -- overcome fear of saying the wrong thing through training and role plays.

  2. Empowerment -- give employees a voice and examples of what you consider to be appropriate and relevant content to share.

  3. Stake in the company's success -- help employees see where they are making a difference sharing content and engaging with consumers in social media channels.

  4. Loyalty -- engaged employees have a desire to contribute to the company's success.

  5. Satisfaction -- examples of how employees' efforts have built, or improved, the business.
Are you and your company empowering your employees to share content and help disseminate your company's message?
Empower Employees to Get Insights Download the Free e-book "How To Get Insights From Analytics" to Accelerate Sales

Tags: trust, authenticity, content, employee engagement, social media, employee empowerment

5 Steps to Improve Customer Experience (#cx) Via Social Media

Posted by Tom Smith on Tue, Jul, 01, 2014 @ 10:07 AM

customer service via social media resized 600 








Excellent webinar, "Superb Social Customer Service: The New Key Differentiator," presented by Bianca Buckridee (@blatantlybianca), with Chase customer support, Kai Petzelt (@kaipetzelt) with SAP, and Brandon Lewis with Zappos.


79% of customers spend at least 50% of their total shopping time researching products and services online.


Companies are struggling to breakthrough and engage with customers.


Companies that are successful are focused on providing a one-to-one customer experience.


They encourage a dialog between customers and employees. has done a 180 since buying Zappos.


Prior to buying Zappos, Amazon would only engage via email. And typically preformatted responses at that.


Now you can actually have a conversation with someone at Amazon and Amazon has become a consistent leader in online retail customer satisfaction.


Here's the five-steps to winning presented by Kai:


  1. Listen to customers in social media.

  2. Engage customers on their terms.

  3. Respond in real-time to critics and brand advocates.

  4. Strengthen brand perception through public engagement.

  5. Make social media an integral part of omni-channel customer service.


Note the different between multi-channel and omni-channel.


88% of companies are offering a multi-channel experience.


Only a fraction of those are offering an omni-channel experience.


Are you willing, and capable, of engaging your customers in every channel? 


It's a big investment, but the companies that do this first will earn the trust and respect of millennials since this is exactly what they expect.


Create a strategy that connects the dots between social customer service and social marketing.


According to Bianca, who has implemented social customer service for highly-regulated institutions, core components of this plan should include:

  1. Ownership
    - What does your brand stand for?
    - Who owns what? Who will create? Who will approve? Who will publish?
    - How will you handle different scenarios? Do you have a crisis management plan? Do your stakeholders know this plan?
    - Have you included all of the key constituents? Does your IT team know what you're up to?

  2. Be Yourself
    - Sign-on and sign-off when you're providing customer service on Twitter.
    - Post alerts for real-time issues that impact your customers.
    - Add humor if that's consistent with your brand voice.
    - Proactively educate customers about product changes.
    - Most importantly, be yourself. People connect with people, not companies.

  3. As You Scale Up
    - Empower specialists. Hybrid agents help streamline the process for you and the customer.
    - SMMS and internal content management is a dynamic process. Determine where the data will be housed.  How do you find a solution that will easily pull info into one place and allow agents to respond quickly. Analytics and reporting will need to provide a holistic overview across different social networks.
    - Continuous improvement -- how will you ensure your social media teams are in the loop? They are often the first to know about an issue and your first line of defense.

It was interesting to see the contrast between the regulated financial services industry and the unregulated retail industry with Zappos -- a customer service company that happens to sell stuff.


Zappos is committed to making a personal emotional connection (P.E.C.) with its customers.


It does this in three ways:


  1. No call time limits for CSRs, they stay on the phone as long as they need to in order to get the customer what they want.

  2. No sales-based performance goals for reps -- just make a personal emotional connection and help the customer.

  3. No social media policy -- just be yourself and use your best judgement.

Zappos does a great job vetting the people it hires and then engaging and empowering them to deliver a "wow" customer experience.


This is how they are gainng "customers for life" and having customers that have experienced "wow" customer experiences sharing with friends, family and colleagues via social media.

Want to Accelerate Sales? Download the Free e-book  "Customer Bonding Programs:  How to Get, and Keep,Customers for Life" 




Tags: customer experience, customer satisfaction, empower employees, employee engagement, social media

Does Your Corporate Culture Drive Repeat Business or just Sales?

Posted by Tom Smith on Thu, Jun, 12, 2014 @ 10:06 AM

corporate culture affects customer experience







General Motors knew about their faulty transmissions 11 years before they did anything about them.


Target knew they had data security issues six months before they were hacked.


The largest privately-held software company in the world has significant customer satisfaction issues that result in them refunding their clients millions for years.


A friend who works for a local health insurance company tells me I should be grateful I didn't get a job with her employer.


Another friend of a firm with whom I was consulting told me to be glad I didn't get their director of marketing position -- "just look at what the employees are saying on Glassdoor."


And yet another friend lost his job heading up the VOC (voice of the customer) program for "the world's leading provider of IT training and business training" because they're more interested in sales than customer satisfaction.


Has the success of Amazon, Zappos, Chipotle, Costco and Southwest Airlines, NPS leaders, not taught anyone anything?


Hey Mr. and Ms. C-Level executive, your employees will only treat your customers as well as you treat your employees.


If all you care about, and reward, are sales, don't expect your employees to be concerned with anything other than making sales.


If you don't show concern for your customer satisfaction levels, your NPS or the number of referrals you're getting, don't expect your employees to be.


If you, and your employees, don't care about customer satisfaction, do you really expect your customers to continue doing business with you?


When I talk to senior managers about vision, mission and values, their eyes glaze over. It's clear they either don't understand, or don't value, what I'm talking about.


Well, your employees and your customers do. Perhaps c-level dissonance with vision, mission and values are what's diving the pathetic employee engagement and customer satisfaction levels?


Employees today want to work for a company who has a mission that more than "maximizing shareholder value."


Customers want to support businesses who care about them, their needs, their wants.


Be transparent. Do what's right by customers -- protect their data, if your product has a defect fix it.


Make the customers' life easier, simplify their life, show them you care -- you'll have a customer for life because your competitors aren't doing it.


Amazon will ask if if you're sure you want to buy the same book you bought three months ago before they go ahead and register your purchase of the same book.


Banks, cell phone and internet providers, NPS laggards, all know enough about their customers' usage habits to suggest a plan that provides more value for your money.


Unfortunately, none of these companies, that I'm aware of, will let you know they've got a better offer for you until you call to cancel, or reduce, your service.


Customers do business with people, and companies, they know, like and trust.


What are you doing to earn your customers' trust?


What are you doing to engage and empower your employees to provide an outstanding customer experience?


Or, do you just care about sales?


Want to Accelerate Sales? Download the Free e-book  "Customer Bonding Programs:  How to Get, and Keep,Customers for Life" 

Tags: VoC, voice of the customer, net promoter score, vision, mission, values, employee engagement, employee empowerment, customer service