CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Do your employees have a clear line of sight to your customers? In this case, the target is the customer and the customer experience. When employees have a clear line of sight, they. I have modified the post slightly since then.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back. I''ll tell you, but first a story.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

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

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Case Study 142

Case Study Employee Engagement Study Engagement 142

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. Start with a vision.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Alida

NOVEMBER 10, 2017

Employee experience. Forrester said companies that create positive employee experiences will see gains in engagement , advocacy, retention and productivity. Voice technology will change the customer experience. It’s not just the customer that will get more attention.

Trends 174

Trends Retail e-support Technology 174

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. 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? According to Wikipedia, it means an unwelcome person.

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

ECXO

APRIL 5, 2021

What I do know is that where the businesses I advise follow the advice they are much more successful at driving real positive change and really do begin to evolve their culture to be more customer experience aware and start to exhibit behaviours that will support that shift into the future. The business was sold in 2014. The post Q.

Strategy 156

Strategy Consulting Airlines Culture 156

Customer Bliss

OCTOBER 10, 2017

Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences. Maury says it best: “I like the word stewardship more than ownership.” ” The Deliberate Timeline Of Improvement. 2016-2018: Excellence around execution.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

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. I’d love to hear how you think and process capturing that flavor in your design approach and how Avnet built its relationship survey with the employee experience in mind. That’s a Wrap!

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

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 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

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

Customer Bliss

APRIL 18, 2018

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences.

Case Study 163

Case Study Apparel Study Automotive 163

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

Customer Bliss

FEBRUARY 16, 2017

Community of strategy model: This is from a Harvard Business Review article on employee efforts at the New York Public Library ; it’s also summarized here. 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

Michel Falcon Experience

AUGUST 13, 2014

Not making the experience digital and mobile responsive. It’s 2014 and I still see physical customer survey boxes. The post The Top 3 Avoidable Mistakes of Customer Surveys appeared first on Michel Falcon Customer and Employee Experience Coach and Keynote Speaker.' Leave your comments below.

Survey 147

Survey Net Promoter Score Case Study NPS 147

Touchpoint Dashboard

DECEMBER 24, 2014

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map?

Training 61

Training Customer Journeys Tools Employee Experience 61

CX Journey

MARCH 22, 2017

Quite simply, the culture and the employee experience are a mess. Nothing much has changed since 2014, right? Three years later, employee engagement is still dismal, and you hear more and more stories about toxic workplaces. So why am I writing about this yet again?

Culture 95

Culture Leadership Employee Experience Employee Engagement 95

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.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

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

CX Journey

AUGUST 15, 2018

And do you use it in your customer experience transformation efforts? Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.

Customer Journeys 90

Customer Journeys Transportation Roadmap Consulting 90

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Employees feel empowered because they know CX is a priority for real. Customer Experience Is Directly Related to Employee Experience. Employees are who deliver the customer experience. Customers are willing to pay more for the experience qualities that matter most to them. (

Customer Experience 110

Customer Experience Customer Centricity Competitive Advantage Customers 110

CX Journey

JANUARY 23, 2015

Image courtesy of CollegeDegrees360 I originally wrote today''s post for Intradiem on September 25, 2014. That means that communication is probably the most important tool in order to provide clarity of: Purpose Vision Values Brand promise Goals Expectations When employees have clarity, it translates to clarity for customers, as well.

Customers 80

Customers Touchpoint Brands Customer Experience 80

Beyond Philosophy

FEBRUARY 2, 2015

16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: “Music and Memory: 5 Awesome New Psychological Studies.” www.spring.org.uk. < [link] > Mohana, Malini. Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. < [link].

Tools 60

Tools Marketing CEM eBook 60

CSM Magazine

NOVEMBER 27, 2020

He noted that a good blend of technology and human skills can be used to benefit both employee experience and customer experience. Paul Ridge also highlighted the value of using automation to take simple, routine, lower value tasks away from contact centre staff, so that they can focus on those customers who need more support.

Insurance 98

Insurance How To Wait Times Chatbots 98

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

CSM Magazine

SEPTEMBER 28, 2021

increases the speed of business by automating customer and employee experiences through digital virtual assistants built on its market-leading conversational AI platform. Companies who prioritize customer and employee experiences use Kore.ai’s no-code platform to raise NPS and lower operational costs. About Kore.ai.

Contact Center 52

Contact Center Average Handle Time Wait Times Healthcare 52

PeopleMetrics

AUGUST 4, 2014

Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team. Customer Experience' Chris Patryn, American Hotel Register Company.

Customer Centricity 48

Customer Centricity Hotels Feedback Brands 48

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). One of the most important emotions that your Experience generates with your Customers is Trust.

Self Service 60

Self Service Exercises Call Center Analysis 60

Michel Falcon Experience

MARCH 10, 2019

In 2014, I wrote a Linkedin article that received some great traction. I titled it, “Employees Need to Be Responsible For Their Own Development.”. Take action : This week, ask each of your direct reports one thing they want to learn within the next 90 days then go out and find an external subject matter expert for them.

Tips 112

Tips Management Culture Employee Engagement 112

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

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

Touchpoint Dashboard

JANUARY 2, 2015

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on September 4, 2014. Do your employees have a clear line of sight to your customers? Blog customer experience employee experience Journey Map' What do we mean by “line of sight?” In […].

Customer Journeys 28

Customer Journeys Tools Employee Experience Customers 28