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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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