According to research by Temkin Group, 75% of employees at companies with strong customer experience ratings were highly or moderately engaged, compared to only 49% at companies whose customer experience was worse than their competitors.
But how can employees be engaged and ready to meet the needs of customers if they don’t understand customer pain points or sentiment?
Online review sites and social networks are a primary forum for customers to share their experiences with businesses. They contain a goldmine of information that can be used to help employees understand and fine-tune the customer experience.
Read this guide to learn:
- How to use information customers provide in online reviews, surveys and social channels to enhance employee training and development, and optimize the customer experience.
- How solid Online Reputation Management (ORM) strategies can help you access the feedback you need to inform your employee training programs.