Commerce
June 25, 2014
Engaged employees results in better consumer experience
By Jen King
NEW YORK – Although it may seem daunting to restructure a brand’s internal systems, a senior analyst explained June 24 at Forrester’s Forum for Customer Experience Professionals East: “Why Good Is Not Good Enough” that the return on investment yields greater corporate culture and leads directly to better consumer experiences.
{"ct":"Zusbmb6xR4wvCV3wywiMR431to7cerEkkWHXHkFPIEzLx50A+1Wd4Qs90jIoPlylCdxEnx71HtELQln5PK\/CsP8eXE6dZSVasTxwB+54I+Kc33PA3Tr5x8P2HqXT5xy+d4rvJrvv5hyAFaU5DoomXfs839GIVfdcP2QSxIc2oKtu5ByfErkmFye\/UPkNUdkkkcLD2sdu1P+7WMOVK9P0gC6w14NolUggBnzqNU+KUCU8MeSHZw9ZiyEPc1Z7S67XNbuA6msnxi9cVIdvyW5ANBEDIia9UjMMmtHXp2ZIIHCpuush1E0SdSxcoJkte6FNP4E9C56\/dehgweCeQHlRKb\/dXQ5LCBnIttGPNTnMOPFSLVVTzWQNhNHQNp76YODgLYiFLt99coPPmHF7WlcJYIHeSbtrxdVuOSi+NrtkBqdnS2OISLZH2yn4KBQqDahBqRCW1nKVe9Es5f\/b6cimV0YMh1a3xGCeQUJalOJj3uKydOiVmtEckNnccJcUl+pp2\/Tv7p43\/dNW1+Bk0Er+9oJFodhO0mLgnsavi51CnNjmXsZSqKofpvCdbi4LAazIGscLNf+GDc0v9Ac5E8YdL15DHzd61xwhlfR7MEnOMcy3nMj8+Mm0lR\/Cnydp+HF8iMAAAUs56nsFYV\/LHtJTxGQVXmePYlhq0kUFHIgayrZ5CK0SpRKyRN4LWdYMyMn54dSoBMCLK+arXOSexaq16P\/OITS\/V4m3TXW0O3FOPXhVKpJGxlsv\/AA2Pc9nmoPpNjlUPIzoYCUhDO1+YIYbwln3Rieef3r1hzr8VZZuc0+ya+uyBrHA\/R5PXRSpY4ERKizDLVFoed7KjJ+DO1fcUSsXzag6NeppGBJVcEhRwnJqDwrjaMwJaL7yhHATuK7GFHYbV4GN3NCKQEK45hYkmMoRA3ACZS3DVnMdtz5+lDcelO0aNsEiywydEt5zQzHCGWz8cijNTT\/GtniWKPAJ\/jdGEYRrglfk0WzzHD6H7WaxuxAmLK8qD0N\/+tyFHtBkCaj3n279fThRfhf8eOig1AMMEfQSy\/vHngeXvI4s9s99RVvTYY5g3todrEee\/K0lumIYwUR1C+RuPaj2fIRaTSY8sbNEsTNeM\/nAHWQ+FtQpsYYoDb\/eA\/vi\/L4HBLihP9tbauqHhY7NPn3XCFh72DLPSLt39C9W5bSt+ECt\/Sk45cW5rAv0dXNvoQKeTxcOJGAahvxjfYGo+5ZCTumupdGzTvXACsVs+oCYXR0I3WvrZDOhISgPgfniAubY+QXnhiCcb\/PMf8bh10y5BIsu7e7GmwUuSdXsSOu2peh3YAVLcKVhyglxyBjFcu2rqLHl7Uqah9HdqrUDHs5LgzBjkzmXtWdy8ctVY0ICW+kiYmh8PMf6hqGpOBS\/M5hksI\/Yw8QKZc0CqyeJfExX\/AFh5aQ7vVNqVx2aOHFPm5qFvfdCgztZW1HatmV1eZedH9WhWvB8bcnIoaB\/OpouPXsRuPMS763ho9u0Xl9dvQ0TX5rCmLh+X\/tZQr753KJ\/IpmPhx3qdkfmTvcZ5JkNVSus4qjWD9+TVKwR77JcQPdF33X3vdELsUTp8wQKoMQsn2JihnGJDWf8Gf8uo33LDrcyUcp9qshkuX5b6cSj9kJBvWT4EMQ\/XVWJuzpLTKeXJTpQi7qWpt+Ha2\/ZwAf3+3MMFsakHvovVoG++7KdnmeRFNlBbrjAwzKK+a+GyyqnOa1V3hj+S5L5lqvpSwkc1C\/N\/vnuPoko9plMFy3lxL3L+pBBrxaz9LAlswL7OCvtnC6BU9YTevT6FZJlg9T9D2UEOc6Ra+Ytk1accREkqlXrAqgxLPsGkTqb4YUeywTqHoQDfzRiILwKzvKYm2Yzh2t6rGvmr5mJY32IzE0bpqKV8fRvBWnnKrezB1OgHf3SyHN8kDHyywH0HdXZNUDPYRVxwA7PDQZizPyo0o50TOKl8oxVQj6bCcolB8LUXLETXso0qdJD9FjHyMXku0JYZGEfcsP668joCwHBRxC7WVJT97halXrL5oJea9uFvQcw09xQqguk\/gdPH8YNoa2fhSLnjdQrWJmbJq2AsuH45AmYawrL+x\/j+F7v5Qs+0OHInh5S53AB03++aV02L7YTOnC795IZ5AvWn+\/BWFfpqhZVtgXQSUap8OxPxY3C+eNONmRYXIQBkIub38heUpbhhePMoWUBijd676PqTrGVCathuyQ3p8rz1R9M7kcIFNg9CR0rmRHgesLnhgwTgwgNLDmmXhCzwiKVHTNdoZM9jlQGIU05X5Sy1TQHwoZpz7A3ff6A810Ljo6mfPrOviyBDJhbv7Ip8vsrFc9f3xtoqQ5rj835+ZJvXucgkR9NY1\/nxuH52\/6YKZeXC9x4r43fN7Vygt\/ZuKrIXHoaJxD0ivCaraorFLD\/Pbt0DYiZHpUR4LgNp3GLUU4KVEh+hX9IAY8JvUhZv6TJ3a+aAWshmLEJhwMDTpl9x3H47tUSGbRQDeFDBGjSGw2nPkjEOgun1fmDT2Lfbozm4N2FEwjuxwQG0ZG2sV5ysSUdOh45QPjgaOmR9ZnvQHd6C9aN9RrG55tKQZFQqmHxSraXmmtxmeSaknOFFcq0mjEaizDs07ArPzQQi40+WQaNtN09z4JHMxpC27MmJt+0yBoVmJMyDbJf\/idjM05\/H58c9AWd81VBy+jKoCkrb3b4fd8zthd642g1Bob4dvoKL3YAtRFD8oUWiUzDlOEZ3jJi7ASDquj6xtUCQBmi1cn7MUVjFAPTSI12ED\/oquX9wvHaGixQbpNa\/0qmLSwhCvAlfM4sCATWKbTr\/MhF1KwOcH9ga3fzK20mzg60949HHvTt49j8T+RHsicxoe+\/3iGVbPxg0RqJN5tw3+m86ZZCsMSzVSWXq0PAz1R4oFjOrXeLD4o3Fhg98GXB19jMbDWee3qNKJ9IuaD8Pl89iCxazh2EcB8Db\/bKFPnKWSgSPm4UZBPQQmFB8wWhTjKMB7P9JDM0EoZRwwc7vuPgQBV434Zh7DhO1t6yVLuw30c7oCeQoq8tziy\/OJfrQGxrIAtj90yU6d6mwuYMMRs51emHLq8TL+aNj2owXbnsm+Brg9QBo9l4aAGKcC9QQuYqFLHurQaotiytZEKM08kiPP7w3kqIG4rjC3c3pAVG2QNDDRBThmRbqlvdROSlKVwKbtgu0DNTN4Ks\/0ajuz0bUdnD6HyaX00FKmpumTdir\/wwrsYIx\/gKvofHqZxYdczZXhnaNAs0L5Y1xapYHHcQSiOWQkHF7JrvbyQb1rIEEfuP60HFuz4bFTvphz+iX3IykmvbwT++I4zEaEzrRdCexA584KUlNOg\/j6c7L9nfUuq91vOmoYwMCjiqzQxRhqpObqaOgL2Y93nl9ziZbN60DuNWufcHkjOt1JYHeru4TXGvx6ql7lLqO\/iShyvHRudcqfJBiVw+SG4j9pTCrj+tvy5l1qPJQ2WEz1demyfi7hrAHTdEVa2uTYhR4CtNSGLs84v0vcQCl8pqZgrr3Eq6974ot3BL23PJn6vfyzdUuyTFYcvBWC\/sMdJaqbYmOsGvKMUhWo9ILH0kH3smEZuQ4ECt6LJLfcNINhIgbG9ByIgmOI6eACHeX1LEKHJ\/qlgjxdc5zhLiDvvZnIDIM7jV+JLheCpVr+IknaG7yrurHYfVUvbGdSLXzNBaB0FQHRQ4hY3vdC8b2YSqT53XGK3fgtSSmOq7KSt5eAfQRVVCsDFZ2NBJlrcHrlHSUQ7+LiB7dzsZ\/xPpLjVLEGlWeU0beDAIaw5HW1GV7hJpWU16A+V2FGS+X42PzeZxYxEras\/WkpwzlyFzKsVS21y04\/gsfMU5YwuGgvoJajYgOYopb+XgSdu4i9jq+yC9G+aSAw5L4mV6oScMN\/BiBw0Mpne2goxiHv\/MATm+TZ6DwFYg8k7LR5\/A9Td2Iax+y9KZsgMQ7vIDXC7R1C7v7a4ApNWoiZDxojnsRtqNEzxYH1wnkR8\/X16CyUrp4bWUC3UPnSjtXzhy3JZcagZknjf5nO4+soto1k9Q5LZTSQ1ZHyGHVA4ugaeuiYefTfOLdQHGgeV7bQU9\/OkqCvP0453Yu4l3GjTrokHWqigP9NX21ZHuG1OtCHrTa81kOzvEBSUZ8BQQPYolsYiqi5N4BxG451jlt48pTp7V\/ubt2P9aksks2ZGBHs6S\/3aR6hxh9jLwFxSIm6gOx5YFZwrcN1Ypsu\/X5Jzy+btT1TD4nFChaeDooA9CDD2ADX8tAVkV9QCUZa\/YuVecfFUM+H0U8U24+1j8bvOTYuLdwtArI8vQcD8pK\/wwjz6mDOJknoB84h37uRHr\/0ReX9zggDuziC6aW4SuaZ8QXmMIo1eJ4WNBg6OQZbId1hWqtRegMdyEqyWUp2nlztwhkXzdjEFvHT3n69oKB5KoCiAoKrzI5waUop5LoIXZ9NZ46DmrtAv84nx+Xl+pbb\/IttFQ4ADocIfNSi8RijOO1+bCISg\/YnfC91z4IdxPiLWO2dAKIHdzD71PznyH\/wFNnJ7n2POzPbsfAnXjHa7HiPecovEsQjcTgw8Ul\/0iGFypPW9W7IISYjUWhHtLlyrEfomPCeGRAaUVT\/pEE17oAEh35w3goAFKqi5RFn1YCIdCcHxj4UBYh5PhxorjgmDU3CCCxnvKjxs6d7m0ujIQiEwu7ghy+S3SQgCvzqSKSr7o9i1cASj8m39Y5eHe7o720TI6z3OBjyss9KEXJeMFVuaglJ07C7IzsaITBIA3fbt0FK\/+2d3gUzWiJAlLvOviuSTzus\/btFgB9\/m+ndn6qyxzNYqzq7V0B9X\/AntkJG+jDXwKsV\/3OqMficBTIHyraYaiRukOCLdE7SlJdLp8dW2ro8xPrn80srhuftNfb+fKzxW84DEiEHvTvGHHqzEwTnqpRORNLXFZQCbWVKrc4gjtyUDS1DvosNK6oqnlXObPf2zEnnlz500bESzXdntjBWcHAPP4kMi+B58vTYWbZQTKvUInH82WmoqBzUWXRxVKxkfXh\/IepfK++VjuwjjfXQRvzHDTcJvp4348h1Q0T\/972iGR4xfKb\/KcMyfWFo\/VRfBJq3LxmTQQH0NeMEone8fRlCex5knic0hsdn+nI6cRJlLFmkE0XZtizhvhy1vIdDTGBL7L8+ZbmsXJQJxN3pW9Drzff+Is1oPxALb0oI3sq9GiMwUea2+wtmD294soH6ZbcgK4z61FBUANdfQC0uI8NL4s4pnVI+hZ5J6tv2T32f1PpX+goxTgTAamOeF1g4BVX58uZzur\/79JynSezUttAXMNVFbxvpZqnxSfCcQnM9eLWVAQv0jQpbR\/RcjS89BQ6XYhGUUkACUgloPQMOw\/\/iIpjR79vexLEYhjleEVoyn\/xOkF8qZdvCs+ag6L8GGGYDMJ+sxQ8FQi97q9doWKv8O9iwJLhGaphg2\/OXYC52ibtriuAyUXFPOOmrCUcsJP2D4shvEsWIjAubeBNBxDYBliyPRX9zxLg8IiFaIcohvmbygikGwlTvhQTx0jG4cUT8Bt23Gm4SKlkkkwE1D2ZGRTtu+SiI2aujmhQIPk4O5NmSJwEf0Xu8+uZjiDbQTX+7y89dFC9R65Yan74m3FIk766+ic2draeu1LwSL3GiRLQlYAA\/UQS+Vk85WVitJutHma4qS+ocsJwqxXaCMTyt1ezQK8QTlpQ8e+YCQLRadHs4d4P5QRmJWsh\/cBg7xjVYJQmqy1k\/Na9+ugzx3DMnO70KemU75U1h56FtfCxAVN\/AovPFIVh19A+dlcv0gUIUEgk77ISDmIZFQAnHr8LM9S8YozTRgeDKkTKX\/EIJDdQS8RU5lmRxTe\/MJrtNGXIi4hK4+g5UUbOwwW3NXdRBWCHYwcDhmAk+zAXpYICNqT7NtA4lJnh2BO0YG1jzwtVoJE\/2JuFf3DnsqMjQqFDTh00r2cHKiM2b1otQGnBgLgj7G0fQvSwaviITaV6ZfGv3H2j7yE4ziw9T\/l+60UIZta6+IItHvBqmOsAWJXULcKQZU0eaepHcoX\/v5cILYPQWC2NwvF8lYzktXfXqv23lT2amMXn6mwxvo8qCFwh8JmtOK\/2m8pAD2iui8HafDKUnsM7ZY2jX7+tZr4ZAsFXywskad3MXKUW8gA6\/KKd7pyHW4eOFvAdBBnMZqSkGYgAjEONJOoG1YO4dsdGWf2c99xo5w7iukyWHma6bMnl3Z7XM0CCgnfPSduKfGrnpVFNF4sns4F0ZraBQ2SY7SLJrAxuPjkJ6ea7JESsjmtTtXOdZZGa4tP8pd\/6aXkuVnGFc\/F\/tcZs3NaK47F2KSVyaNYOBVFPbZE7EN0W9GxuVkh3nlydEi\/LdRmo2O9eScKK1ca+ezYq6brhkYfxcnq0JpcHkTs6U\/X1P2oLAPh1G5pl+kfkY821i8WoEOWWeApBrDb3PeqLHJ00vNlX0UhNVD9rLIijafyVF3aNqPCAKkueX1lFgz3Rz3iQhMX1BkwDQSLpwE4KkNQP6NP6XIMgop2BC\/8r9XZvkFSRTfBistgUBV\/VGDzjqlHtuKofpiVoFykwDn+wWKCYgQiYhMip++BEkTiszFt92PyJsJq2vp9R2w7Av99PvqQTKf7yVF7h4\/wzu5N+I39Hf0PA6fZsOfeFfXFRCtPAgjdrW5H3ihyq4es47WosgPaS4mOjMuSb+uFeYQxBIFNJobxKYbG60eAySphwz4c8DFjQw+mkeNk\/1wsZkkzz7OdUc2V2skx9DCQ5ILnM0QaUQwmvpiH8d9cUOONUPKRc2GMu1sv7nfYnzY65vIcRest1yjqRnQsz5NEBTVz8hWfuGndrGRkGKagRfujB6\/neiRUdURkmK728vj3OPncUJdGgXH\/UuEPTn0LQOb84j+7U\/HOypm0MHWSRgkVsKz9uDxgo2p2KOS5kZVfB7UYn5gcg\/QqNBUFOo3xT80wTUOLgoKb9kSl4SqvU\/3cgE1kfpGIpJ6EsAbc4F1VmMkqP3M6B1SEMwChYeI\/U\/CFkYE0zIt\/H0\/Sya2UV+taBHG8azOxjVHin\/PIRcxbPCqTewmOy+ksQTDlyBqNDG6jL6vgAHSkoB+sBithC8h5QjpnzClYp079ouko5GHR7dvIFgDvooDSVpm+xxr03+bjJ96OoJg+vb7G+rwBYgdvAn4UBGo7MI0Gru8+SQB0PdJH02MOV5nDfXFoaG5UZRX+6McuVk5O+pABvTx1QvvfY\/IT2ulnnbNRf6on05t9Gr9WdPDEA4xSbxXTbhH\/uyZjOCxL9BSg0j\/z8dTq5ysNy1pCvNUERvVyya0UtdRk9MSXXN+3AvhnVNfEnmgzCD16ELz5Zaz4nAt6pjvequsoSY\/lfFUwxZFoLCpd9CMdh8uvAovSIzlCbi9TN5CIuBjV8bH9IviA\/F5wTlMw40g8pEtj8u\/4OPGYcoervtqaxiyMXgtOWvV6ORe3REtg6px6KpZE93HVDVsAy0Ok\/yOrHlofiVa23R4Q8KCXu6kGWE24+hLrBh4hLU4d7DgasbP4\/uIDFv5zeXQ6KGaBvXv5992yOs5\/WtGCPH88FW2eOrh0frMTU2TL4SlCaSpSp3CmfBsqXwEEXGqVqJTEG\/rgfHQBNLOrgNc3VpBK1crc7gLHuQLlShlplOLbhscuI2d5gGZcP5fwFfq7yU+p8GTRG1E7j3f4dElq9m2Vq7NMZm\/Gm4NqjZ17okWo7A5+KiPwKFZAOGuotuCVpxoKmRbI9VU8DSSpMwKftABSHwnbAocAuerHBsLhl40zqS2VOTgNCH3CKUqwU\/nwGzkJHnY9qNU3GcV9Hjf\/NCH4GX7CxoCbgg8+KU+0Do0woq6w5oo8ysVqEVCxqs1vC\/3BAsfqkYMKSuPkN3Cy6Uke8Tf8TZWSAbYMKCPP4W\/qU248IjDspIU8NFjWJ6qu4XdcI8ywm1B3exfVdvU7GeQjfdUsC3z5tMVKYFDYLisvahoo+A2GjeVQxWogD6nLRbw9NEa3VoS\/JQKKig6L1BeXI+dbnzLMnLvgekuTHD8gc1mZQ+3iQysntMY4uc\/IWtgSKOuDCNfw7+S\/x0uJWFBuNCKxzmvxlpTFNBnfTf8dVm1nna8kU0omliA+nDRdHD2uNdcA\/oecHBXyj7tMDosfR36zu8fEUWSg+Y14LYCoPO6Q+K05xX+vnwxKrHY+9k61MMkGq+7Vyi2+18PyTuv9VpHHxedogcIYZ5keg6GYtCLw0L8c4Oa91f2\/aSorW7bvuDlRjxPeSsYsI6Dz50Ct7WMFatvw2+WGo0O4o3MBOMbGCoIzL9c7Mrt4MGTbdRpj31WqxVw0IOAgx9F6sRoBfYtKA\/ft\/0uZyazkPAehADLnPS8hGs58NCy0n4DTmy3DM9Za6eyiIsWGjp03UWnF\/ctCn\/Z\/+CbGJ60TdZur1KM+jVch4iSymceTZ642a\/oAQ7xPyGDnmOpI\/Dp3J9X5N9pL4eYjMWg5Jwxey1dy5ND5mX5LdUt2MgPQuhSCaXqFbkSs5U\/bkwj8A7tG+VZcIE71QyWT\/Cr9mO7sbmyKoQBQJVq\/20np6Ejqg7y\/t8Bt+JN6Sc0ZS5WpISMFS71FQAIoEZUrFJ+xRMH1LDI4mRNmxQ2TqV00Pwwa\/Xk7Hzd0NSkf6D9YhS8O4aol4YxyWPld4dJdNszyH2ZY76o7qwEOZ8R9l+\/7omFnRW6zsYCxv9JYFIm\/nZIFCzZGtnKVHrqIsctmkjwPYxPdbXUo873GukYMJtcy7JLWfo+VfIt7iCNcYOikwg78I5Hvklv35BV+RxKGBWdGO+UPvlIaSBn1+NOu4hxMvmQT6UKFqOPaIITPTBIo+RV0xUo1Z0\/wUrtk38LAJiI\/IBlOmgMlnVazXyeNYgWzsHHSjA329bftYjDKXitWeOadW5Hd5vsmsO3Iu4eaQf2NwRDOWqutAbjZejI0bB\/hM2NKUdliBrhjFkc+IVEVHTUSV556vFnCiBjW3k79oQCZ5zLEmVDTGGnZeFXHsjcWfjKWYfFgHlWHpbXvafLpB12MIycQcvihA11eeoiwUIKhVCmtFS6yiFcyVJJcRGcWIbxtKJQL\/XFnL6v8ThTy7fLfiRmLuSHJ38B+D\/WYjVEs0d\/geMFnKwq273qV02l8SQjjtIWKgkUv5GAXT5fUC\/4mNa\/m78Qmx3wgTuYccVz6iOf1rTfVnGo3fM4=","iv":"1a3304071475c3a1fee61ba61f21990b","s":"69a9a3aac733b0a9"}
Share your thoughts. Click here