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Keynote - Measuring and Managing Employee Frustration

Monday Jun 7, 12:00 PM – 1:00 PM EDT — Sign Up For Events



Employees see meaning in their work when they can provide a positive experience for their customers.  Unfortunately, companies build in frustrations with poor internal support, lack of training and empowerment, as well as wrongheaded evaluation.

Hear a new approach to collecting actionable data on the key obstacles which impede servicing the customer. These include slow/no response from other departments, failure to update knowledge systems and requirements to get approvals.

Join us as we illustrate how:

  • Small issues can be reduced or eliminated
  • Benefits of using work from home flexibility
  • Empowerment will encourage a can-do attitude and reasonable risk-taking

A metric similar to customer effort, employee effort, will be suggested along with a simple method for obtaining a baseline and tracking. A recent case study of a Fortune 500 company will be presented along with methodology for collecting, analyzing and taking action on the data.

Presenter:

John Goodman, Vice Chairman, Customer Care Measurement and Consulting

John Goodman John Goodman, Vice Chairman, CCMC

John is a customer experience researcher, innovation, and entrepreneur. A co-author of the 1970’s breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, John is one of the original trailblazers of the customer experience industry. His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center. John is an engineer by training and a highly sought-after speaker. He is also the author of 'Customer Experience 3.0', which focuses on why companies need to learn the benefits, pitfalls and best practice of the latest technologies to create a seamless customer experience that will improve your bottom line.