Customer Experience tends to focus on tools and process. This ignores the inescapable truth that great customer experience occurs between two or more human beings.

1. Customer First Via
Employee First
Colin Christie - Oct 2017

2. Surface Acting is bad for
you.
Emotional dissonance and stressful customer
interaction.
Emotional Burnout of Employees
Delinquent behavior, Increased quitting intention and…
POOR CUSTOMER EXPERIENCE

3. Mitigation Approaches
Empathic Management: Catch good behavior
reward with honest & heartfelt thanks.
Train Right: Help employees develop a deep acting
approach to their roles.
Hire Right: Use online assessments to find
optimistic, resilient, self reliant individuals.
Empower: Don’t stifle employees desire to help with
cumbersome processes and lack of freedom to act.
Tools: Provide tools that simplify and enhance the
interaction.

4. –references available on request
“Thank You”