As a consumer, I rarely pay attention to your marketing pitch, but I certainly always remember a exceptionally positive total experience with your team, based on a memorable set of interactions from first contact to discussions with friends.
Yet, as a business consultant, I often find minimal focus on improving employee engagement and assessing their customer-facing performance.
For example, I commonly see metrics to keep track of revenue per employee, overtime, and absenteeism, but I don’t often see measures of overall customer satisfaction with individual employees. I assure you that even one or two employees with bad attitudes or lack of customer attention can override the best efforts of everyone else.
