Doing CX Right Blog

Employee engagement has hit an all-time low, and replacing one worker can cost about a third of that person’s salary. Carrie Chandler, a 25-year HR executive, joins Stacy Sherman to reveal the hiring question most companies skip and why it predicts how your frontline will treat customers when something goes wrong. They also share the three words that change how managers respond to mistakes, plus what every back-office team, from HR to IT to billing, can do this week instead of calling a customer’s complaint “not my problem.”