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customer experience . This may indicate the need for additional training for company employees .
Actions that resolve customer and employee dissatisfaction are accelerated
In situations where there is a high risk of losing dissatisfied customers with the experience they receive , it is important to have the ability to act quickly . By combining data from employee experience and customer experience , it is easier to decide where to focus to improve employee and customer satisfaction . The right technology for managing your experience doesn ’ t just capture and analyze data . The most advanced platforms on the market automatically send customized insights , in addition to suggesting actions capable of smoothing or solving the problem in question .
Metrics common to the customer and employee experience teams are created
Converting the customer experience and employee experience programs on a single platform accelerates the resolution of pressing problems , eliminating frustrating processes for customers and employees .
One of the biggest obstacles to these advances happens when the company isolates the handling of customer experience data from employee experience data . Not only are the platforms different – the teams that manipulate the data are also different .
It is essential that the leaders of these areas collaborate very closely , in order to generate consensus on the transformation to be made . One way to break down these barriers is to implement some metrics common to both teams . The NPS is especially suitable to be used as a focal point on this journey .
By combining data from employee experience and customer experience , it is easier to decide where to focus .
The digital revolution has made customers even more demanding – in some cases , switching from one supplier to another happens in milliseconds . More than ever , it is important to understand that the quickest way to get the customer to love a brand is to ensure that the employees of that company are passionate about their work . p
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