Managing CX in a Post-Covid World!

When Covid struck, many companies were desperately scrambling for ideas to keep associates engaged and productive. How does one manage morale when everyone is working from home? These were unchartered waters. Today we focus particularly on the initiatives launched at Lasership which ultimately lead to improved communication and an impressive, positive impact on attrition. I’m delighted to be joined by Carle Henry, Vice President of Customer Service at Lasership. With more than 35 years of experience in customer service, he has lots of invaluable insights to share. Carle set about creating a virtual recognition program. A new team of 8-10 like-minded associates from different levels and different teams were brought together to create and improve culture during challenging times. Surveys were carried out to learn what really mattered. The result? There were daily to annual recognitions, including High Fives and Year End Oscars. They even included a spin off from Some Good News which was a turning point, as  associates began sharing on a personal level, fostering loyalty, commitment and positive relationships. Cooking clubs and photography clubs have been born out of these initiatives. This has been a tremendously successful initiative which Carle discusses at length. Tune in for a truly inspirational story for any CX leader.