Let’s Improve Customer Experience “CX”
I remember the days when we filled paper forms with questions, designed attractive comment boxes and rushed after customers around the store in order to convince them to leave a piece of feedback on the products or services we offer, but times have changed …
Are you delighting your customers?
I can imagine 99% will say YES right away. But my next question is: “how do you know ? ” The truth is you don’t! or maybe you “kind of ” know because you survey them once or twice a year and look at the social media interactions (for those who use it!)
Employee Engagement
According to Aon Hewitt’s 2014 report, global employee engagement stood at 61% and it varied from region to region between 57% and 65%, which shows great improvement from previous years where in some regions employee engagement was less than 50%