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employee empowerment

What Happens When Everyone Owns the Customer Experience?

1 Comment / Align Organizational Vision & Goals, Create a Customer-Centric Culture, Get Started with CX /

It’s become cliché to say it, but everyone does own the customer experience. If the custodian sweeping up doesn’t believe his role plays a part, then it’s easy to pull the thread and suddenly nobody thinks they own the experience overall. I ask this question a lot when I speak to groups. Who owns the […]

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What Does Employee Empowerment *Really* Mean?

6 Comments / Create a Customer-Centric Culture /

A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal world, employees are empowered to use their best judgment to resolve customer issues without needing to seek approvals, jump through

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