NOTA AICEX: perché ci sono aziende come Amazon, Apple e Zappos che soddisfano ampiamente le esigenze dei loro dipendenti ed alcune che non sono in grado di farlo? Colin Shaw ci spiega il legame tra employee culture e customer experience.
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.
The Top 10 Companies
As you can see, Amazon sits at the top. According to the global leaders, that’s because:
They deliver excellence customer service.
They communicate well.
They are easy to use.
They have high-quality touch points.
They have stated publicly they want to be the “Earth’s most customer centric company.”