ECXO

APRIL 5, 2021

Your customer experience is actually an outcome, an outcome of lots of choices you make from your brand message and positioning to your channel choices, your embracing of digital and more. True change happens by degrees if it is truly going to become an accepted part of your business thinking, your culture and your behaviours.

Strategy 156

Strategy Consulting Airlines Culture 156

InMoment XI

MARCH 14, 2023

But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. Jim: Since Avnet is a global company, you have many different cultures to navigate. It’s essential to give the feedback to someone who has context and insight into that culture.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. customer experience customer focus customer-centric culture' I originally wrote today''s post for Intradiem. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean?

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. What is big data?

Data 177

Data Customer Experience Customer Journeys Analysis 177

Customer Bliss

OCTOBER 10, 2017

Because this is very important to how he outlines his experience work, it’s important to list them up front. People and culture. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences. Target markets. Product/service strategy.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. I''m constantly reminding clients and readers alike that the employee experience cannot be an afterthought.

Company 80

Company Employee Engagement Leadership Employee Experience 80

ReviewTrackers

MAY 15, 2020

7: Organizations that prioritize employer brand are 130% more likely to see increases in employee engagement. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. Online reviews and brand reputation matter to job seekers.

Brands 123

Brands Employee Engagement Financial Culture 123

CX Journey

MARCH 22, 2017

A few years ago, I wrote a post called A Culture of Distrust. It lists 19 signs that you're in a culture of distrust and even includes a couple of the items mentioned in the Forbes article. Take a look, as this type of culture is definitely toxic. Quite simply, the culture and the employee experience are a mess.

Culture 95

Culture Leadership Employee Experience Employee Engagement 95

ijgolding

DECEMBER 1, 2017

As an ‘almost’ author, I am keen to understand your experience of writing – I understand that you published your first book a few years ago, with your second just around the corner. I published my first book – Foundations for Customer Centricity – in 2014. I therefore decided to write about it. Tell me more about it.

Insurance 148

Insurance Customer Centricity Customers Travel 148

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

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Two years later, it's still relevant! Tis the season. What did you do wrong this year?

Company 80

Company Culture Employee Experience Leadership 80

Customer Guru

APRIL 5, 2018

William David McCann, a leading customer experience designer and the founder of Bespoke Customer Experience. Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. We would be more than happy to help.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Michel Falcon Experience

MARCH 10, 2019

Understand Their Purpose (as an individual, not employee). My book is titled, People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People. I define People-First Culture by building a business that your employees and customers will admire. Simple, right? Tell Them to Invest in Themselves.

Tips 112

Tips Management Culture Employee Engagement 112

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Enalyzer

NOVEMBER 13, 2020

Due to the overwhelming underreported cases of workplace sexual harassment, companies must be part of a cultural change to make it safer for employees to come forward. In 2014, Jennifer Freyd, a Professor of Psychology at the University of Oregon, coined two concepts, institutional betrayal, and institutional courage.

Measurement 98

Measurement Entertainment Hospitality Hotels 98

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Underlying employees’ willingness to converse openly is a solid foundation of trust in the organization and the entire work environment.

Culture 26

Culture Communication Multi-Channel e-support 26

ReviewTrackers

NOVEMBER 16, 2017

7: 83 percent of candidates are likely to check a company’s employee reviews and ratings when deciding on where to apply for a job. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. times more cash flow per employee, generate 1.4

Brands 50

Brands Financial Culture Employee Experience 50

SurveySparrow

APRIL 8, 2022

For the participants in this 2014 study , the answer seems to be ‘yes.’ Work culture. Why are some employees excluded while others quickly fit in? For example, a strict, hierarchical work culture may ostracize employees who are too informal by their standards. So it’s harder to describe.

Employee Engagement 59

Employee Engagement Engagement Tips Culture 59

Tricia Morris

JULY 29, 2016

Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer experience. Customer Experience Index , and if the U.S. Forrester Research recently published the results of its 2016 U.S.

Customer Experience 40

Customer Experience Wireless Hotels Innovation 40

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. the role of executive and culture in addressing silos. KEY TAKEAWAYS.

Culture 59

Culture Communication Employee Experience Connections 59

SmartKarrot

NOVEMBER 10, 2021

And one way to ensure that is by making your employees your brand ambassadors. In simple words, we call it employee experience. But we would go a step ahead and say your employees can play a vital role in making your customers feel valued and listened to. This is the crux of the employee experience concept.

Employee Experience 11

Employee Experience Customer Experience Culture Social Media 11

Elevio

APRIL 12, 2017

Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. My role has since expanded to the Director of Experience, overseeing the customer as well as the employee experience. How do you make sure you continue to provide an amazing customer experience?

Effort Score 40

Effort Score Airlines Course Measurement 40

Qualtrics

DECEMBER 3, 2019

In 2014, Air Canada brought together a group of 200 Canadian expats living in London to gift them a free return flight home for the holidays. While an amazing gift for those lucky few, this experience was built around the insight Canadians feel like they’re home when they see the Air Canada logo. Inspired by these breakthroughs?

Retail 26

Retail Multi-Channel Loyalty Programs Brands 26

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. In 2014, customer’s expect ethics as standard. .

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

SmartKarrot

JANUARY 25, 2022

Culture Amp. Founded in 2010, Culture Amp is an employee experience management platform. With the help of their platform, businesses can build 180-degree and 360-degree surveys to gather feedback from their employees. Culture Amp’s subscription plans are based on the number of users. Safety Culture.

Company 10

Company Self Service Innovation Hotels 10

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. In a previous post , I wrote about the customer experience inflection point. At the same time, empower employees to do what''s right, and let them know that it''s OK to make mistakes during this process: own up to mistakes, fix them, and move on. Changes must become a part of your DNA.

Management 158

Management CEM Employee Experience Culture 158

Russel Lolacher

SEPTEMBER 20, 2022

Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. And generally speaking, that employee experience was very reflected in that moment, let’s say. Who generally suffers from Imposter Syndrome. What can trigger it.

Culture 111

Culture Study Leadership Employee Experience 111

Customer Bliss

SEPTEMBER 14, 2017

This is experience + data + conversations. Third up: tie this to employee experience. This involves customer survey results, training, and interactions between leadership and employees. Where are you not as good? Those areas will get more exposed at 100,000 customers. Focus on ways to minimize those issues.

Communication 152

Communication Customer Experience Government Customer Journeys 152