Your employees impact customer experience in two ways - the degree to which they know their jobs and the degree to which they care about their jobs. If they don't know how to do their jobs, they’ll make mistakes, get frustrated, lose patience in front of customers and make wrong decisions, which all damage customer experience. Even if they care deeply about doing a good job, without the necessary skills, there’s only so far they can go. However, even if employees know how to do their jobs, it … [Read more...]