Customer Experience – Using employees to fill the gaps processes can’t reach

Customer Experience is often defined as the aggregate of all of the interactions a customer has with your brand. From a business process improvement perspective the key word in this definition is “interactions”, that customer experience is determined over multiple interactions between the customer and the organization.

At some point in their interactions with your organization the customer will engage directly with an employee. Whether it’s face to face at a retail outlet, in a restaurant or via a service desk customer experience improvement projects must consider the needs of the employee.

In many cases however these customer facing employees at the service desk, at the checkout or employed as wait staff are your lowest paid employees. Yet these employees are the public face of your organization and have a disproportionate impact on the perceived customer experience. In addition the repetitive, inflexible and low paid nature of many of these roles means that they are characterized by poor staff morale and high employee turnover.

While BPM and process improvement technologies can go a long way towards delivering a consistent customer experience across the multiple customer touch points they can only go so far. It’s impossible to predict every potential customer interaction and automate it. At some point you rely on your employees to fill the gaps that your business processes can’t reach. Thus if your customer experience improvement project is to be successful one of the key objectives must be to empower and enhance the role of the customer facing employee.  This then becomes an opportunity for Case Management.

Case Management applications support your customer facing employees who fill the gaps your processes can’t reach. By devolving power and decision making authority from the center of the organization to your customer facing teams you can eliminate process gaps, manage unpredictability and through empowerment address staff morale, motivation and turnover.

Employees play a key customer experience role

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