What’s the Difference between Customer Service and Customer Experience?
Until recently, most organizations only measured their customer’s satisfaction by conducting a survey - usually via phone, email, or chat - after an interaction with an employee, such as a contact center agent or an in-store sales associate.
The limitation of that method is that you’re only capturing feedback from customers who interacted with you, and you’re only gaining their insights based on that one transaction.
3 Steps to Protect the Employee Experience in Times of Crisis
With COVID-19 dominating the news cycle, employee needs and customer expectations are shifting.
You never know what your employees are going through until you sit down and ask them.
Listen thoughtfully and respond compassionately!