“Good Jobs” Role in Customer Experience, Most Important in Biz Success | Loyalty360.org

Amazing, first I post the note about MIT’s “good jobs” research, inserting a note on integrating online and physical (multi-channel) and then this survey summary appears on LinkedIn.

Think about the impact a front-line employee has on customer satisfaction?  Any?  This is where a “good jobs” philosophy pilot should be top of mind for all retail CEO’s.  

Need more proof?  From the Loyalty360.org survey:

  • Measure from the customer’s perspective, not just the organization’s [front-line, not back-office]
  • Consumers are multichannel, which means your measurements and analytics need to be multichannel
  • Marketers need to keep innovating and moving forward in order to stay ahead

via Customer Experience Single Most Important Aspect in Achieving Business Success | Loyalty360.org.

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