Tuesday, November 7, 2017 - 2:15 PM - 3:00 PM
External engagement is something that every company strives for. Demonstrating value and creating a positive experience for customers is, in essence, the foundation upon which the entire customer loyalty industry is built. What is less appreciated, however, is the internal alignment that’s required in order to reach that outward CX excellence. MassMutual has placed a laser focus on creating an internal culture that not only motivates employees, but engages them in a way that has proven to boost brand advocacy in a tangible way.
The company has worked to make every employee feel like a contributing factor to overall organizational success, and is proactive in sharing customer feedback with all employees. As a result, the brand has seen positive outcomes in employee engagement and, consequently, customer experience as a whole.
MassMutual SVP, Head of Workplace Solutions Una Morabito will share with attendees the path that the financial company took to a uniquely engaged workforce, and how that path has built a more successful brand overall.
Key Takeaways:
The importance of employee loyalty in a B2B2C vertical
How effective employee engagement leads to an enhanced experience for consumers
Best practices for aligning employee goals with larger brand identity