This year’s event comes at a time when customer satisfaction has dropped significantly against the backdrop of the cost of living crisis and frontline staff shortages.
It’s incumbent on businesses to invest more not only in the systems, processes, and tools that help frontline customer service teams do their jobs effectively and efficiently but also to support their physical and mental well-being in roles that can be both stressful and emotionally taxing.
Ultimately, the oft-used maxim ‘Happy employees equal happy customers’ is not just intuitively true, but also empirically verified.
For example, in 2019 Glassdoor found a clear correlation between an organisation’s Glass Door score and its ASCI score (American Customer Satisfaction Index)
In fact, its report concluded that:
“Maintaining a satisfied workforce—particularly among customer-facing roles—should be considered a key prerequisite to delivering great customer experiences.”
So, with all the hype of AI let’s not forget that customer satisfaction is still primarily driven by the frontline teams that provide the human elements of a great customer experience such as intuition, empathy, helpfulness, and kindness.
Brilliant businesses are always built on customer-centricity.
To find out how to grow your business through simply outstanding customer service, please see the customer experience section of our online resources page.
Alternatively, book your free discovery call.
