The first is the employee experience. My perspective is you have to assume that your employees want to offer a great experience and come to work to do a great job. And it’s up to you to figure out how you can empower them. For example, my team wasn’t happy initially when I asked them to implement web session replay, because it was a time-consuming and painful project. But once they had the tool to see what the users were doing on the website, they took it upon themselves to contact the customers. The tool made it easier for them to track down the root cause of the problem and solve it. You have to ask if your processes, policies, and tools are helping your employees feel helpful or helpless. Feeling helpless is like culture cancer.
As part of my series about the five things a business should do to create a Wow! customer experience, I had the…