Embed Trust, Energy and Joy in Work: A Case Study in Empowering Employees
Customer Bliss
OCTOBER 28, 2021
This learned “ service roulette ” behavior that we all practice as customers costs companies in three ways: service costs, customer value erosion, and employee disenchantment. And employees put in the position of defending rules or escalating unhappy customers often seek more fulfilling work. That increases costs.
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