And in a business-to-business (B2B) Customer Experience study issued by Accenture, 86% of executives listed customer experience as a strategic initiative. While this may not come as a surprise to many, these studies show that organizations are struggling to deliver on their customer experience initiatives. Focusing on target customers by generating excitement around the brand can come up short if companies ignore their most credible advocates -- their own employees. The study further estimates another 33% are open to becoming stronger brand advocates under the right circumstances. There’s significant potential to improve the customer experience through employee activism by continuing to engage employee activists and move advocates to activism.

Source: Forbes June 08, 2018 12:56 UTC