The third and final blog of the series builds on the link of employee and customer experience and CX metrics development to emphasise the importance of customer focus in organisational practices and paradigms.
Entities both in the private and the public sector are trying to develop their customer experience in the pursuit of business and socioeconomic value. The issue is profoundly complex, and we are diving to its roots in a three-part blog series. Elements of customer experience work as the starting point, followed by a more detailed look into management tips and how customer experience can be quantified, topped off with a view on cultural factors and the future. This first post concentrates on customer experience fundamentals, customer and employee experience (CX-EX) connection, and simple ways to boost employee engagement.
A pulse survey is an excellent but challenging management tool. Many of us are fooled into thinking that it is a simple and insignificant metric – of course that’s just what it is, in principle. In reality, the benefits of a pulse survey only become concrete when it is conducted systematically and conscientiously. Benefitting from the results and making benefits visible are critical areas where many have stumbled. A pulse survey should therefore be considered a strategic level management tool.
During the autumn 2016, Qentinel opened a new office in Tampere where almost 10 people work in Qentinel’s R&D and digital quality assurance consultancy. “Our aim was to hire new kind of talents with international experience,” tells Juha-Markus Aalto, who runs Qentinel’s Tampere office. “We succeeded in this and found top-level experts.”