SimplexGrinnell’s NICE Workshops Engage Employees in VoC

I often speak with Karl Sharicz, Manager of Customer Experience at SimplexGrinnell (a Tyco Company), because he’s a very active board member of the Customer Experience Professionals Association. During one of our recent conversations he gave me an update on the company’s NICE workshops, interactive sessions where local offices review customer verbatims and develop action plans. It’s a great practice that other companies may want to “borrow” so I pulled together this post. Here’s an overview of the Next Improvement in Customer Experience (NICE) Workshop program: It’s a highly focused 5-hour interactive on-site session for key district personnel (managers, admin, and front-line) to Read More …