Align Customer and Employee Journeys and Loyalty Will Follow

PHOTO:
Ben Pattinson

Change doesn’t happen overnight, nor does it occur simply because a company established some new policies and procedures. Rather, change occurs when teams see where they are heading, and when managers help them map out their path. As part of that journey, team members need a process for measuring their progress. Teams must also identify, from both a customer and team member perspective, the process changes that will improve performance and build a positive culture of engagement and productivity.

The factors that contribute to a positive culture have evolved in the digital age, requiring employees to address four critical…

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