How can a CX-focused organization measure the impact of incorporating employee feedback into decision-making processes on customer satisfaction and loyalty?

A CX-focused organization can measure the impact of incorporating employee feedback into decision-making processes on customer satisfaction and loyalty by conducting surveys or interviews with customers to gather their feedback on their experiences post-implementation. They can also track metrics such as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) to see if there are any improvements after implementing employee feedback. Additionally, analyzing customer retention rates and repeat purchase behavior can provide insights into the impact of employee feedback on customer loyalty. Regularly monitoring and analyzing these metrics will help the organization understand the correlation between employee feedback and customer satisfaction and loyalty.