Taking Employee Engagement, Recognition and CSAT Scores to the Next Level

This article was originally published on CX Cafe.

This week, 600 professionals are gathering at CXFusion to learn how to create exceptional customer experiences. Customer experience experts from Reliant, Wells Fargo, Intel and more will share best practices and exciting innovations to improve the way customers interact with brands, products and employees.

Caesars Entertainment VP Total Service Terry Byrnes and I will lead a session on how Caesars took customer satisfaction scores to the next level by investing in employee engagement and recognition. For those planning to attend CXFusion, our session will be at 2:20 p.m. PST on Wednesday, April 12.

In the process of measuring Net Promoter Scores (NPS) or other CSAT metrics, it can be easy to lose the visceral experience customers on the receiving end of service have before responding to customer surveys. When a customer interacts with an employee who is engaged and satisfied in their work, their customer satisfaction scores improve. The opposite is also true.

With five generations now working side-by-side in today’s workplace and innovations in technology seamlessly connecting teams across the globe, the need to inspire a sales and service culture is more critical than ever. To do this, we’ll share how Caesars aligned their engagement and rewards program around the single most powerful metric available — customer satisfaction and loyalty. In the process, Caesars experienced higher average spend for guests who received exceptional service, improved loyalty, and increased customer advocacy — where guests who gave top scores for service were twice as likely to recommend Caesars to their friends or family.

Caesars Entertainment is the world’s most diversified casino-entertainment provider, operating 49 casinos in 14 U.S. states and five countries. Byrnes and I will share how we worked together to foster a culture of appreciation by connecting and engaging everyone through an accessible, user-friendly total engagement platform and the impacts it has had on the service standard at Caesars. Focusing on total engagement, the program resulted in the highest overall customer satisfaction scores in the company’s history.

View the original article on CX Cafe.

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