Employees are the key to the customer experience.
Employee empowerment is the key to a great customer experience.
For HomeServe, that means sending the message that delivering a little more than they're "supposed to do" is the appropriate course. Employees need to be delivering value rather than the bare minimum.
Employee empowerment is about more than mindset, however. It is about actually giving agents the tools to succeed.
HomeServe Membership president Greg Reed explains the approach in the latest CCW Digital Podcast. Listen below: