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