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Just because your company operates in the cloud doesn’t mean your data analytics must be nebulous. Answers Corporation, a cloud-based solution provider for voice of the customer (VOC) and host to the established Internet site Answers.com, recently released a study proving the link between employee engagement, customer engagement, and customer experience and service in quantifiable terms.
If you give a mouse a cookie, he will pay that cookie forward, apparently.
“It’s generally understood that happy employees lead to happy customers, which in turn can lead to happy retailers from a financial perspective,” Eric Feinberg, Senior Director of Product Strategy for Answers Cloud Services, said in a press release, “But Answers is leading the way in applying causal modeling to evaluate the path between those distinct elements.”
Using the ForeSee analytical engine, a system that measures and links the impetus behind employee and customer satisfaction, Answers was able to identify quantifiable links in engagement within the retail environment.
“While we focused on the store-based retail sector for this initial examination, our linkage analysis can be applied to any business, across any industry, as long as its success is predicated on motivating customer-facing employees to drive bottom-line results,” Feinberg said.
At the National Retail Federation’s (NRF) Annual Convention & EXPO, Feinberg will unveil the full results from the study, including the following insights:
Great customer experience and service begins with treating employees right, and providing moments of surprise and delight along the way.
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