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May
14
2012

"Organizations have been trying for years to cultivate employee engagement. Like JetBlue, they persist in their efforts for good reason. One of the most powerful factors that spur customers to become advocates for a company is employees’ positive behavior and attitude. Bain consumer surveys show that the overall experience of dealing with a company often matters much more to customers than price or brand or—in industries with a big service component, such as home insurance and retail banking— even product features alone."

www.bain.com/...e-chemistry-of-enthusiasm.aspx
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engagement customers advocacy service NPS management humanresources employeesengagement feedback metrics customerexperience

  • One reason for this superior performance is that engaged employees direct their energy toward the right tasks and outcomes
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  • the-chemistry-of-enthusiasm-fig-01_embed
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Dec
6
2011

"A well-managed loop that links customer experience feedback with recommendations on social networks like Facebook, Twitter, and Yelp, can boost service quality and operational performance, increase traffic and create more happy customers — people who crow about a retailer online for free, turning their friends into new customers too."

blogs.hbr.org/..._social_networks_to_impro.html
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customer customerexperience CEM advocacy customerservice socialcrm operations advertising retail

  • Finding customer advocates isn't the only goal. Unhappy customers need to be channeled through a "customer rescue" process to help solve problems and mend relationships, and provide feedback on problems for operations to solve.
  • The advocate process is proving far more powerful than regular social network advertising. T
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