For many, marketing is all about the customer: Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line. This customer experience, however, doesn’t come by sheer good fortune and well wishes. Especially as it relates to a loyalty program, building a strong customer experience is a huge undertaking, requiring company alignment, efficient customer processes, and, perhaps most importantly, a commitment to employee engagement.Engaging employees is among the best ways to ensure positive customer experience. Because frontline team members comprise the customer’s sole in-person touch point with the brand, it’s essential that these employees are personable, knowledgeable, and enthusiastic about the company.
Published by Fred Zimny
A management executive for over 25 years. Successfully managed transition programs and front office operations within numerous Dutch companies. Into service design, service management and service innovation. Expertise: Service design Service economy Service innovation Service marketing Service management View all posts by Fred Zimny