Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. Employee engagement? The post What’s the customer experience focus for 2015? Customer Experience Employee Engagement Resources Voice of the Customer'

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

ijgolding

OCTOBER 3, 2016

The post I penned in April 2015, described the fact that actually SUSTAINING an approach to Customer Experience is the hardest thing of all. Whether you like an analogy or not, this particular one is a remarkably accurate way of thinking about any organisations journey to embedding a Customer Centric culture.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Kerry Bodine

JANUARY 18, 2021

I think about the December 2019 Verge exposé about hip luggage brand Away , in which 14 employees told stories of being verbally abused, forced to work long hours without overtime pay, and denied requests for time off in order to catch up on an ever-growing backlog of customer emails.

Comparison 227

Comparison Culture Groups Customers 227

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

CX Journey

JULY 21, 2015

It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? Smart simplicity is all about creating an environment where: employees can work with one another to develop creative solutions to complex challenges. These rules really present an interesting approach to employee engagement.

Employee Engagement 80

Employee Engagement Engagement Resources Groups 80

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). Because the company’s issues have to do more with it’s culture than with the number of people that it employs.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

DECEMBER 4, 2014

It is far better to have one group or individual who oversees the design of the experience, at least until Customer focus is so ingrained in the culture that this team is no longer necessary. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

NICE inContact

JANUARY 29, 2019

Every employee is unique in terms of what specifically satisfies them about a job and makes them stay with their employer. But there are also some common areas that can influence satisfaction, including the quality of supervisors, the opportunity to expand job skills, recognition and culture. It should move the needle on retention.

Call Center 164

Call Center Contact Center Culture Feedback 164

TechSee

APRIL 10, 2019

BT – Customer-centric culture. A company-wide customer-centric culture essentially places the customer at the heart of the organization, ensuring a positive experience both pre-sale and post-sale. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture. Vodafone – Visual engagement.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

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. The employee culture is one of energy and enthusiasm.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Maz Iqbal

OCTOBER 9, 2014

Either because they have hit cultural glass ceilings …… or the ambition of their leaders has failed to match the rising expectations of UK consumers … This has meant that across all 263 brands analysed the overall improvement in performance was less than 1%. . Management, probably in desperation, are bullying store managers.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

SurveySparrow

DECEMBER 20, 2018

Hence It’s more important than ever to improve and cultivate a healthy culture in your company, with 83% of the HR managers claiming employee turnover to be a major influential factor in the future of your company new and improved company culture ideas have become the new hot topic and rightly so.

Culture 69

Culture Company Policies Employee Engagement 69

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Improving customer experience starts with a commitment to change the culture. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS. Think about where you want to go. Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. If you are going to reserve resources in 2015 to improve your customer experience look at your employee engagement first. How are you onboarding your newest employees?

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Beyond Philosophy

MARCH 16, 2015

Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. Colin is an international author of four bestselling books and an engaging keynote speaker. The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. It is not a slogan.

CEM 60

CEM CRM Conference Employee Engagement 60

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. That's insane.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Not only do the disengaged impact the customer experience, but they also impact the experience of their fellow employees. First and foremost, no one can make an employee engaged. It doesn't work that way.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

Think Customers

SEPTEMBER 15, 2020

When does hustle culture become abusive and dangerous? Toxic company cultures are all too common in modern businesses. One in five Americans have left a job in the past five years due to bad company culture, according to a recent SHRM report on workplace culture. SK: A lot of companies have mission statements.

Culture 52

Culture Company Fashion Conference 52

Experience Investigators by 360Connext

JULY 9, 2015

In today’s hectic but “I want the new thing” culture , this model seems to fill a need. A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. But the list of subscription products is a long one now. I canceled Julep via email, too. but I liked all of their products.

Social Media 110

Social Media Consulting Customers Policies 110

Alida

AUGUST 24, 2016

I’m personally attracted to entrepreneurial culture, great branding and inspirational ideas. How will you keep us engaged? Here are seven strategies to ensure your Millennial employees love the workplace: Make salaries competitive. Emphasize your workplace culture. What matters most to your Millennial workforce?

Engagement 100

Engagement How To Culture Policies 100

Michel Falcon Experience

DECEMBER 4, 2019

She is engaged, has her own condo, travels, is fashionable and has an hour and a half to work out a day. After reading this in 2015 I was inspired to do this for employees. I now have an employee muse that describes the type of employees I want to work with. . While she is demanding, she is benevolent.

Management 78

Management Leadership Culture Fashion 78

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ProProfs Chat

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” Forms, also help us in shortlisting candidates based on their relevant skills and cultural fitment. It also keeps the newly hired employees engaged and turns learning into a fun experience.

Knowledge Base 101

Knowledge Base Policies Training Survey 101

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Daniel Group

AUGUST 21, 2020

Time to integrate your CX, CI, and Employee Engagement Programs. How are your CI (Continuous Improvement), Customer Experience (CX), and Employee Engagement (EE) programs stacking up? One of the takeaways of this story is that employee engagement makes all the difference. WELCOME TO SUCCESS STRATEGIES.

Employee Engagement 52

Employee Engagement Engagement Culture Customer Experience 52

ijgolding

JULY 29, 2016

To retain staff, it’s important to provide a great company culture that makes your employees want to work for you and offer benefits which make them feel appreciated. A recent study by Glassdoor found that 57 percent of respondents felt that employee benefits and perks were top factors when considering a new job.

Insurance 120

Insurance Airlines Government Banking 120

Customer Interactions

JULY 7, 2015

As we kicked off the New Year, you are probably considering your employee engagement strategy for 2015. How will you motivate employees to do their best work in 2015? This year I’m advocating a focus on performance driven culture to engage employees and ultimately drive positive customer interactions this year.

Culture 28

Culture Employee Engagement Engagement Interaction 28

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Customer Bliss

MARCH 30, 2017

Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. Employee engagement: Essentially, a greater involvement by employees in the processes of defining and reimagining different customer touch points.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

transcosmos Information Systems

OCTOBER 22, 2015

They provide content that are focused on startups and businesses, with themes like customer experience, employee empowerment and company culture. Headed by Jim Tencher, a customer service consultant, the Heart of the Customer publishes articles related to customer experience, employee engagement and company culture.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

They provide content that are focused on startups and businesses, with themes like customer experience, employee empowerment and company culture. Headed by Jim Tencher, a customer service consultant, the Heart of the Customer publishes articles related to customer experience, employee engagement and company culture.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. So let us reintroduce you to our Faces from 2014. Meet Debbie Szumylo!

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Beyond Philosophy

NOVEMBER 28, 2016

That’s largely a function of organizational culture, customer-focused processes – – and the direct and indirect contribution of employees through ambassadorship behavior. On the employee side of the equation, ambassadorship builds both passion and partnership, enhancing the customer experience. Those question are: 1) Really?

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60