CX expert series: Michelle Vivilecchia – Envigo

In this video, Michelle Vivilecchia of Envigo discusses her advice to companies just getting started with a Customer Experience program. She focuses on the importance of being able to rally the troops to ensure they can spread the vision to all employees to ensure everyone is on board. She also reminds people that it is vital to have a consistent and frequent flow of information, from customer feedback to details of action taken, to demonstrate impact.

Michelle also talks about the effect of Envigo’s program on the overall company. She explains that by listening carefully and consistently to customers, they’ve effectively given clients a seat at the executive table. They are able to take consistent themes from customer feedback and use those to deliver greater clarity and forward-planning.

All Envigo’s employees now infuse every decision they make with the question:

“What impact will this have on the customer journey?”