New York, NY and Oslo, Norway and London, UK – Companies reporting great customer experience have more than twice as many engaged employees as customer experience laggards, but how many companies can truly say their employees are engaged? According to a recent report from Gallup, 70 percent of U.S. workers are not engaged at work. This disengagement has become a major hindrance to companies focused on customer success.
At Confirmit’s recent seminar, “Harnessing the Power of Employees for VoC Program Success,” industry leading companies from around the U.S. convened in Philadelphia to share best practices for VoC success and the role employee engagement plays in these programs.
Featured speaker Maxie Schmidt-Subramanian, senior analyst, Forrester Research, Inc., kicked off the seminar referencing a newly released Forrester report, “Top 10 Ways To Rally Your Organization Around Customer Experience Metrics.” Schmidt-Subramanian shared that companies need to close the gaps that prevent employees from using customer insights by making this information relevant, easy, appealing and specific for employees.
“Customer experience metrics can motivate employees to take action and allow them to choose the correct one,” stated Schmidt-Subramanian. “But CX professionals face hurdles when trying to rally employees around metrics: 65 percent say that they want to make reports more actionable, and 53 percent want to expand the number of people with which they share insights.”
Stacey Nevel, Confirmit’s director of VoC consulting, closed out the seminar by sharing how companies can start to engage employees in the VoC lifecycle through customer journey mapping.
“Companies with engaged employees have higher revenues and higher earnings per share, proving the financial value that results from engagement,” said Nevel. “With the right tools and processes in place, companies can begin seeing quick returns on their employee and customer investments.”
The seminar also featured presentations from Confirmit clients and an ACE Awards ceremony for companies in attendance – including 21st Century Insurance, Canon U.S.A., Inc., LivingSocial and Philadelphia Insurance – for their commitment to VoC.
Confirmit will host upcoming events in other cities that will be announced throughout the year. Please visit Confirmit’s events calendar for regular updates and for more information about best practices shared during this event, please visit the Confirmit blog for VoC tips.