You have put in practices that claim to guarantee great customer engagement. But, surprisingly, the customer satisfaction numbers are in steady decline. You are scratching your head to find out why!
Customer engagement practices are great, but..
What about engagement with your customer service executive?
In a global management survey conducted in 2014, 40% customer service executives said they were not adequately appreciated for their efforts. A whopping 77% of them suggested that they would work harder if they were rewarded and motivated more.