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Must create opportunities that allow employees to engage with them. They want workers to have a connection with leadership. If you have followed my work, you will recognize this concept: what happens inside the organization is perceived outside by customers. The way employees are treated, spoken to, and trusted sets the tone for the culture that will be passed on to customers. Earning employee trust builds customer trust. The result is that employees stay and customers return. And what company wouldn't be happy with that?Olga guseva will talk about employee experience at cx day colombia 2022 by juan fernandez | 14 oct 2022 | uncategorized | 0 comments olga guseva as part of the first edition of cx day colombia we interviewed olga guseva , managing partner at integria consult, one of the few consulting companies in russia totally focused on customer and employee experience.
In a world that has changed rapidly, the customer experience has transformed just as quickly. Therefore, the challenge will be to understand how to redesign customer and collaborator experiences and the indicated area for this is cx day colombia 2022 , which will take place on october 26 and 27, in virtual Buy Bulk SMS Service format. Olga guseva: now loyalty is a rare treasure to begin our talk, we asked olga guseva , what is her personal opinion on the reasons that lead companies to develop a customer experience strategy: “now customer loyalty becomes a rare treasure. Customers have more options and change their minds faster, and it becomes increasingly difficult to maintain their attention and trust.
On the other hand, we as a company have less money available for the marketing budget. «every year we have fewer new customers available because they are already using some products and services, probably from our closest competitor. This is why so many companies are investigating customer experience as a tool to maintain and build customer loyalty. And why do they need to analyze the strategy? Because they want more efficiency in everything they do. “they need to focus on priorities and use their often limited resources.” «we now see that customer experience is developing in areas where we probably would not have thought of, such as b2b, for example. The government sector, natural monopolies, not to mention traditional retail or fashion.