Experience Matters

JANUARY 6, 2015

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. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?” ” We’ve all been there. Today is the day! Are you ready?

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Kerry Bodine

OCTOBER 11, 2021

In the past, one of my favorite studies to cite showed a correlation between employee engagement at big box retailers like Kohl’s, Costco, and Best Buy and customer satisfaction with those same firms. It’s a beautiful graph (if you’re into that sort of thing).

Connections 227

Connections Employee Engagement Study Employee Experience 227

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. This is the sixth annual benchmark of CX activities, competencies, and maturity levels.

Report 120

Report Customer Connectedness Management Effort Score 120

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Experience Investigators by 360Connext

MARCH 12, 2015

Have a listen and then be sure to subscribe to hear more from SXSW 2015. 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.

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

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

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” ” To help accelerate the focus, we created our Engage Employees campaign. Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Flexibility.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

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 Investigators by 360Connext

DECEMBER 11, 2014

How Developed is Your Customer-Centric Strategy for 2015? 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.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

ijgolding

SEPTEMBER 30, 2014

UK Customer Experience Award for Employee Engagement – Taking the Lead. I do not expect NGN to come back in 2015 and win another 6 awards – although they may prove me wrong! UK Customer Experience Award for Business Change or Transformation – Simplification.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Experience Matters

OCTOBER 15, 2015

H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings (post). State of Customer Experience Management, 2015 (report). Employee Engagement Competency & Maturity (report). Positive Psychology Infuses Customer Experience (post). Customer Experience Matters (video). What is Customer Experience?

eBook 120

eBook Video Employee Engagement Customer Experience Design 120

Michelli Experience

FEBRUARY 14, 2017

Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey.

Video 235

Video Retail Communication Course 235

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. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Think Customers

DECEMBER 8, 2014

Customer Engagement Customer Experience Customer Strategy Emerging Trends Employee Engagement Marketing businessdisruption digitaldisruption disruptingbusinessin2015 technologydisruption' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Innovation 81

Innovation Employee Engagement Trends Customer Engagement 81

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). Employee Engagement : Employees are fully committed to the goals of your organization.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

Beyond Philosophy

DECEMBER 4, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

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

Provide Support

JULY 5, 2016

Disengaged employees break it. Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience. Read more.

Employee Engagement 48

Employee Engagement Engagement Infographics Study 48

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. More details at www.orcemployeeconference.com. .

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Michelli Experience

AUGUST 31, 2016

The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ). All of this disruption is designed to create an enriched customer experience! For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation.

Technology 189

Technology Travel Innovation Study 189

Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

DECEMBER 22, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. How to Make or Break Your Customer Experience.

Customer Experience 161

Customer Experience Infographics Employee Engagement Customer Centricity 161

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

JANUARY 12, 2015

The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement'

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Beyond Philosophy

MARCH 16, 2015

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. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM CRM Conference Employee Engagement 60

Beyond Philosophy

NOVEMBER 10, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Why Most Customer Experience Programs Fail.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Experience Investigators by 360Connext

JUNE 15, 2015

YWCA Chicago (@YWCAChicago) June 10, 2015. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. Women, he believes, consider the customer more. Jack Ma @AlibabaGroup “women are key to #success “! BABASmallBiz @AskAmex #HeForShe pic.twitter.com/i47KgTEIwy. Stay lean if you can.

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. 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.

Technology 110

Technology Customer Experience Social Media Trends 110

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Throughout all these sessions, as well as the sidebar conversations in the San Diego sunshine, certain topics came up from many angles. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

JANUARY 23, 2015

Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. 11:00 AM - 11:30 AM CST.

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Customer Care Social Media Marketing Conference 110

Experience Matters

AUGUST 24, 2016

Why do employees leave their companies for another job? To examine this question, I tapped into our Q3 2015 consumer benchmark study which included more than 5,000 U.S. full-time employees.

Analysis 120

Analysis Study Groups Consumers 120

Experience Matters

JANUARY 19, 2016

The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

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Report B2C B2B Groups 120