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Unleashing the Power of Employee Engagement and Customer Feedback for Superior CX: Insights from Lisa Maria Alexander.
In the competitive business landscape of the Caribbean, understanding and implementing effective customer experience (CX) strategies can be the difference between success and failure. In a recent discussion, Lisa Maria Alexander, a CX expert and Chief Strategist at The Leadership Experience, shared valuable insights on employee engagement's role, customer feedback's value, and the importance of emotional connection in delivering superior CX.
“If your leaders are disengaged, nothing gets transferred or done, which negatively impacts the customer experience” - Lisa-Maria Alexander, Chief Strategist at The Leadership Experience
The Role of Employee Engagement in CX
According to Lisa Maria, employee engagement is critical in delivering a positive customer experience. She emphasizes the use of the Employee Net Promoter Score (eNPS) as a tool to assess how engaged employees are within an organization. "If your leaders are disengaged, nothing gets transferred or done, negatively impacting the customer experience," she warns.
HR as a Competitive Advantage
Lisa Maria challenges the traditional view of Human Resources (HR) as a cost center. Instead, she argues that HR can be a competitive advantage for a company, actively adding value and building the organizational capacity needed to deliver a positive customer experience. She suggests a shift in nomenclature from HR to Talent and Human Development, reflecting its evolving role in organizations.
The Golden Voice of the Customer
The importance of regularly capturing feedback from employees and customers cannot be overstated. Lisa Maria refers to customer feedback as "golden" and emphasizes its role in product and service design. However, she warns against the pitfall of soliciting feedback without acting on it, which can lead to customer dissatisfaction.
The Customer Experience Equation
Lisa Maria presents her customer experience equation, which encompasses acquisition (getting new customers), retention (retaining customers), and efficiencies (reducing costs). She suggests that companies should track how much business they do from existing clients versus new clients, as this can be a powerful indicator of customer experience performance.
The Power of Emotional Connection
Lastly, Lisa Maria highlights the importance of emotional connection to a brand. She argues that when a customer is emotionally connected and satisfied with a service or product, they bring 52% more value than the average customer who is just satisfied but not emotionally connected.
In conclusion, Lisa Maria Alexander's insights underscore the importance of employee engagement, customer feedback, and emotional connection in delivering superior CX. As businesses in the Caribbean region strive to differentiate themselves and succeed, these strategies can provide a roadmap to achieving exceptional customer experience.