Beyond the Score: Crafting Connections in the Age of the Customer

HR Nightmares

In this "HR Nightmares" episode focused on customer experience with guest, Justin Robbins from 8x8, Lisa Leath, Beth Looney and Amy Conway champion an alliance between HR and customer service. The four articulate the necessity of equipping service teams with tools and insights that foster individualized customer interactions. Justin’s critique of Net Promoter Score (NPS) as a satisfaction metric prompts HR to innovate more reflective measures, aligning employee motivation with customer fulfillment. Addressing work-life balance and optional event attendance, the four point to HR’s vital role in cultivating a respectful, supportive workplace culture. This collaborative approach ensures a workforce capable of delivering delightful experiences to customers and colleagues alike.

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