Employee Experience Drives Customer Experience: Communications Is the Key Competence to Build Centricity

Employee Experience drives Customer Experience: and Communication is the Key Driver is about how Employee Experience drives Customer Experience and how Communication plays a central role in how you can improve these two. Why is it important nowadays to build on Customer Centricity, and how Communication as a key competence plays a role in this. How it helps to increase the capability and competences to change and innovate. And why it is important to improve the ability of your interaction with the Customer in all aspects where there is an impact on how customers experience your Brand and Organization. This book will give concepts on what Communication means in this aspect and how to improve on it. Information richness and Communication culture are the two concepts of Communication and how you can improve on these are key drivers for Employee Experience and Customer Experience. If you want to build and increase the Customer Experience, you must take in account your own Employees. Employee Experience is a major source and driver for Customer Experience. It all starts there. What Information is available and how insights will be used in day-to-day and strategic decision making? We will also address what values work together and what drives organization in how they behave internally and interact with Customers and citizens.

Pages: 192, Paperback, Kendall/Hunt Publishing Company