ShepHyken

SEPTEMBER 29, 2023

The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. The Interplay of Employee Engagement and Customer Experience It’s important to identify the difference between customer experience and employee engagement.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

CX University

DECEMBER 16, 2024

Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth. Employees are increasingly seeking more meaning in what they do.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

Customer Bliss

MARCH 23, 2022

Practicing Leadership Bravery by Trusting Employees. In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.” Hiring is frenzied with nearly 11.3

Case Study 139

Case Study Culture Study Company 139

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. How big is simplicity?

Customer Service 14

Customer Service Customer Retention Loyalty Customer Service Training 14

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Specifically designed for vice presidents, long-time experience managers, certified professionals (CCXP, FCXP, etc.), Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Second to None

MARCH 8, 2019

Additionally, research that examined the link between Glassdoor ratings and stock returns revealed that those with high employee satisfaction substantially outperformed the the general stock market by earning 1.35 2] Employee Burnout. percent more returns over the span of eight years.

Study 48

Study Financial Customer Centricity Employee Experience 48

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132