Who creates the customer experience? The employees working in retail stores, hotels, restaurants, and call centers, of course. The frontline employees represent the face of your brand and they’re the ones who deliver on the brand promise — or not. If you can...
Valuable customer insights go unrecognized in companies across almost every industry. Although large brands may expend considerable budgets on customer research and voice-of-customer initiatives, they may overlook the most direct source of knowledge regarding what...
Many companies with great internal communications have trouble reaching their non-desk employees. Why? Because communicating to employees who aren’t behind a desk all day can be hard. Whether it’s your sales force, retail team, physicians, manufacturing line or...
