The Employee Experience

6 important questions on The Employee Experience

What is the role of marketing?

Marketing has to capture the tastes and standards of every one of its targeted market segments, circulate that knowledge within the company, and then tailor all consumer communications accordingly.

What is the role of service operations?

They must ensure that processes, skills, and practices are tuned to every touch point.

What is the role of product development?

Product development should do more than specify needed features. It should also design experiences after observing how customers use products and services, learning why they use offerings as they do, and figuring out how existing products might be frustrating them.
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What is the role of information technology?

It can collect, analyze, and distribute CEM data, integrate the information with that generated by CRM, and monitor progress.

What is the role of human resources?

Human Resources should put together a communications and training strategy that conveys the economic rationale for CEM and paints a picture of how it will alter work and decision-making processes.

What is the role of account teams?

They must progress from annual surveys to detailed touch-point analysis, then translate present patterns of customer experience and issues gleaned from recent transactions into action plans that are shared with customers.

The question on the page originate from the summary of the following study material:

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