CX Tip #42: Make it Easy for Employees to Be Brand Advocates

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CX Tip #42: Make it Easy for Employees to Be Brand Advocates
(Customer Connectedness, Employee Engagement)

Microsoft’s Quick Assistance program is used when employees encounter consumers in social situations (e.g., meeting someone on a flight). The program positions employees as ambassadors and allows them to provide no-charge technical support incident vouchers to customers. Employees are able to request and deliver vouchers directly from their mobile phone.

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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