Forbes: Your Company’s Biggest Investment In Customer Experience Is Your People
This article by Greg Kihlström was originally posted on Forbes.com. Click here to read.
Any leader knows that labor costs, including payroll and contractors, can be the largest expense a company has — as much (or sometimes more) as 70% of a company’s budget. Not only is this important from a purely financial perspective, but it is also important to remember from a customer experience (CX) one as well.
In my experience advising and consulting organizations on the best ways to improve customer experience, I always recommend that they start by looking at their people and how these teams are aligned with CX efforts. There are many other components to a successful customer experience program, but without buy-in and participation from your employees, you can only achieve limited success.
In this article, we are going to explore a few reasons why your company’s investment in its people can have a big impact on the customer experience you deliver.