CX Journey

DECEMBER 11, 2018

I believe the latest edition was updated in 2004. This book chronicles Bob's history with Barry-Wehmiller and, more importantly, his own epiphany about leadership, i.e., that leaders have an awesome responsibility over their employees and must treat people like people.

Leadership 151

Leadership Guidelines Travel Culture 151

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

Leadership 100

Leadership Course Engagement Employee Experience 100

Kristina Evey

JUNE 13, 2018

Needle ( 2004 ), stated that organizational culture represents the collective values, beliefs and principles of organizational members. I stress that Leadership should ultimately have the most input on the desired culture definition. Staff will follow the example set by leadership, both good and bad. Customer churn.

Customer Experience 120

Customer Experience Culture Leadership Customers 120

CX Journey

MARCH 8, 2016

Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? As an employee, do you feel your employer cares about you and adheres to these tenets of a great workplace and a great experience? Why does that matter?

Employee Experience 80

Employee Experience ROI Study Consulting 80

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Feedbackly

SEPTEMBER 26, 2018

64% of people think that customer experience is more important than price in their choice of a brand. Popularity of Customer Experience. Customers that have a positive experience are 5x more likely to become a ‘promoter’ of your brand – meaning that they are likely to recommend your company to others.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56