Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). Related: WL Gore Succeeds Without Employees ). It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX. Related: The Untapped Value of Employee Engagement (Infographic) ). Engage your channel partners.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Blog Culture Customer Experience Featured employee engagement leadership linkedin' How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

OCTOBER 2, 2014

The second annual #CXDay is October 7th, 2014. Empowered and engaged employees translates into lower turnover, better performance and increased profitability. A 1% increase in employee commitment can lead to a monthly increase of 9% in sales, according to IES. The Second Annual #CXDay is October 7th, 2014.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. days to 22.9

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Join us! .

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. Blog Customer Engagement Customer Experience Featured Microinteraction of the Month communication customer service linkedin management microinteractions Slideshare' It’s an ongoing obsession.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). M+S (both Simply Food, and Your M+S) descend towards the bottom of the Top 10 in 2014. Which publication?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

Customer Philosophy 91

Customer Philosophy Case Study Customer Experience Employee Engagement 91

Alida

APRIL 28, 2016

The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out. Engage with empowered employees.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

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. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. John Lewis is No 2.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Experience Matters

JANUARY 7, 2016

.” To help accelerate the focus, we created our Engage Employees campaign. I hope that you were able to find ways to focus on your employees last year, and that those efforts continue into the future. Shows that employee engagement is critical for customer experience. eBook : 15 Tips for Engaging Employees.

Employee Engagement 120

Employee Engagement eBook B2B Video 120

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Impacts of consistent engagement. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Customer Bliss

FEBRUARY 16, 2017

When you combine all the elements above around pre-existing attitudes on employees and not wanting to be cost-heavy, many concepts fall to the background. A good example would be employee engagement. In the spring of 2014, NYPL allowed anyone on the staff to propose a strategic discussion with a senior leader.

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

SurveySparrow

APRIL 8, 2022

While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. Learn the effects of workplace ostracism on employee engagement. Get tips for employees to recover from ostracism at work. Employee happiness.

Employee Engagement 59

Employee Engagement Engagement Tips Culture 59

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Now think of Jeff Bezos at Amazon, or Tony Hsieh of Zappos, Steve Jobs at Apple, Richard Branson at Virgin… That concludes the conversation on Nunwood’s 2014 UK Analysis report.

Customer Journeys 73

Customer Journeys Customer Philosophy Case Study Customer Experience 73

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. Employee Engagement : I list this separately from "leadership" and from "people" because employee engagement is a two-way street that requires both to work together for the greater good. I originally wrote today''s post for Intradiem.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. We look forward to meeting more interesting professionals like them in 2015! . _.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

Think Customers

NOVEMBER 2, 2014

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement Marketing Voice of the Customer 20141to1mediacustomerchampions 2014customerchamps customerexperience' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

CX Journey

JULY 10, 2014

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

Data 177

Data Customer Experience Customer Journeys Analysis 177

Confirmit

MARCH 1, 2018

ENGAGE works with a wide range of leading brands and organizations across the UK, Europe, the US and at a global level, all of whom trust the organization with their most valuable asset: their people. ENGAGE began working with the insurer in 2014 to undertake a strategic, long-term employee engagement program.

Employee Engagement 40

Employee Engagement Engagement Insurance Case Study 40

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. CX Training & Engagement. They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Real Time Web Engage. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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. They even outperform those companies marked by high employee engagement alone. Need proof?

Company 80

Company Employee Engagement Leadership Employee Experience 80

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. The research also shows that customer experience maturity correlates to financial results.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Investigators by 360Connext

MARCH 23, 2015

They get to know their customers and communicate with them in the ways that create major engagement. Rod shares how understanding customers translates into creating special moments for customers and employees alike. They are a regional provider, and very, very proud of it. How can we prove we know them in the ways they want?

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. Congratulations on this very well deserved award.”

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

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

Experience Investigators by 360Connext

JANUARY 30, 2015

Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Alida

NOVEMBER 10, 2017

Forrester said companies that create positive employee experiences will see gains in engagement , advocacy, retention and productivity. Companies with low engagement scores also suffer from 18 percent less productivity, according to the Harvard Business Review. It’s not just the customer that will get more attention.

Trends 174

Trends Retail e-support Technology 174

Experience Investigators by 360Connext

MARCH 4, 2015

Since launching the podcast in late 2014, we’ve had the pleasure of discussing how customers matter with authors like Jackie Huba , business leaders like Gini Dietrich , social business experts like Rachel Happe , entrepreneurs like The Mafia Hairdresser , and even my brother(!) What do you think?

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Strativity

AUGUST 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through the Business Readiness Board. “In

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Leadership 110

Leadership Innovation Social Media Consulting 110

CX University

JANUARY 8, 2019

Within Sales and Marketing, empathy is foundational in understanding customer purchase behavior ( Daniels, Glover, & Mellor, 2014 ). Empathy Might Be Even More Important for Employee Engagement and Retention. Talk to any sales representative or account executive to corroborate this POV.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104