Audi boosts customer experience by redefining employee experience

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An Audi of America executive at Forrester Research’s Forum for Customer Experience Professionals East 2013 said that by redefining the employee experience, the brand was able to boost customer loyalty.

“Our goal was to redefine the customer experience,” said Jeri Ward, director of customer experience at Audi of America, Washington, D.C. “But first, we had to win over the hearts and minds of our employees.”

Audi took a three-step process to increasing customers’ feelings about the brand, which had to start with the feelings of the employees. Therefore, …Continue reading