Fred Reichheld's top tips for running an effective Voice of the Employee programme
It’s a pipe dream to create happy customers without happy and fulfilled employees - Fred Reichheld
Research has highlighted clear links between employee satisfaction,
customer satisfaction and cash-flow. If a firm can minimise its employee turnover, its workforce will have more highly skilled and knowledgeable staff members that can better serve customers.
As a result of these findings, many brands are assessing how they can better
manage the employee journey and retain the talent they have invested in.
At Medallia’s London offices, Chanice Henry, Editor-in-Chief of CX Network met Fred Reichheld, the creator of the Net Promoter System (NPS) and one of the world’s leading experts on customer and employee loyalty to examine how firms should be driving employee engagement in Voice of the Employee (VoE) programs.