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


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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About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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

  1. That is a fabulous idea, isn’t it Bruce? If more companies took advantage of the power of their workforce as brand ambassadors, they would be amazed at the value it would bring to their organization. It makes the workers feel valuable and responsible to the success of the company. Thanks for sharing…

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