Customers care about all aspects of the experience, including what happens with a company behind the scenes. These stories highlight the need for companies to be transparent in their internal goals and processes, as well as tuned into what customers want to provide a seamless experience from start to finish.
Employees want to be valued and understood by their organizations. The world of work is changing, but the need to connect with and empower employees has never been greater. These stories show that when companies connect with employees and listen to them, it can create a stronger culture and overall experience.
Every day, companies are faced with big decisions that impact their reputations and customer experiences. Some decisions are controversial, and often not all customers agree on if a company is doing the right thing. These bold moves can be a gamble for brands and either rally or drive away customers. This week, three companies were in the news for making high-profile announcements that could go either way for customers and their overall experience.