Getting employees invested in the importance of customer experience
Teams and the people within them are the keys to delivering customer experiences that add value and help business prosper. Each must know their roles, buy into them and deliver consistently if the functional and emotional requirements of customers are to be met. This is where building an employee engagement strategy is key.
Real engagement that supports effective and consistent customer experience requires true collaboration between the business and the employee. This two-way process reaches far beyond employee communication. Multiple channels and tools are used to strengthen each CX pillar.
Real engagement that supports effective and consistent customer experience requires true collaboration between the business and the employee. This two-way process reaches far beyond employee communication. Multiple channels and tools are used to strengthen each CX pillar.
How W5 helped Gas Networks Ireland deliver an award-winning service
We worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to award-winning service
Read their storyEmpowering staff by building an employee
engagement strategy
We believe that employee engagement drives behaviour, which will help achieve consistently delivered, as designed, customer experiences.
By influencing and supporting behaviour you will transform the experience that your customers have, impacting business outcomes.
We’ll collaborate with your business in building an employee engagement strategy, designing and strengthening processes that will get employees closer to customers - to help bring designed experiences to life, consistently.
Customer Experience Management in IrelandWant to know more about employee engagement strategy ?
Clients we've helped
aib-merchant-services-logoWe helped AIB Merchant Services to significantly reduce churn by rolling out our award-winning customer-centricity programme.
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We worked alongside Allianz supporting the development of a road map to customer centricity.
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We've worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to deliver an award-winning service.
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The W5 team coached and trained ESB Networks in CX strategy and implementation to help them overcome key challenges and identify opportunities to improve experiences.
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Our customer journey mapping for Dublin Bus put its customers at the centre of operations and helped to breed a unified customer-first culture.
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By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
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Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
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By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.
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We designed and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous CX improvement initiatives.
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Start the conversation
Get in touch with the W5 team about customer experience management or chat with us online.