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This presentation was given as my Keynote address to the Incentive Marketing Association of Canada.
The presentation attempts to make the case that Employee engagement drives both better customer experience and greater profit margins. What’s more, it’s essential for companies that want to sustain customer experience success over time.
Customer experience — its relationship to loyalty and satisfaction and the likelihood that it will lead to future business — is now a well-established discipline. However, measuring workforce experience is more complicated because no one owns the experience from end to end.
What can social media do to help?