New Lodestar White Paper – Winning the Hearts and Minds of Employees: the Other Half of Total Customer Experience Performance – Published at CustomerThink
A recently issued white paper by Lodestar CEO Tom Nelson has been selected as an Editor’s Pick at CustomerThink, the world’s the world’s largest online community dedicated to customer-centric business strategy. See: https://customerthink.com/winning-the-hearts-and-minds-of-employees-the-other-half-of-total-cx-performance/
In the paper, Tom demonstrates that a successful customer experience program starts “at home”, inside the company. Constructs like employee CX literacy and engagement as well as internal CX culture are intorduced and examples are presented on how they can be measured, managed, and, over time, optimized.
The paper concludes with a brief discussion on the importance of blend both external and internal metrics in dashboards in order to fully assess total CX performance.
Lodestar is an advisory services firm that helps clients create, manage, and utilize information and intelligence of all kinds to solve complex business problems. Our work has two goals: improve business performance and drive growth.
The firm is built around six major practice areas – marketing research and decision sciences, information management, innovation, marketing effectiveness, customer experience management, and strategy acceleration. We also offer specialized services in areas such as competitive intelligence, technology scouting, intellectual property assessment, future forecasting, performance measurement, marketing effectiveness, ROI assessment, strategic planning, sales force effectiveness, and go-to-market strategy.
Lodestar works with Fortune 1000 and SMB clients across a variety of industries, including financial services, healthcare and life sciences, media, publishing, technology, professional services, manufacturing, and the public sector.
For more information visit us at www.lodestarAP.com or via Donatella Monaco at Donatella.Monaco@LodestarAP.com.