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

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

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. YWCA Chicago (@YWCAChicago) June 10, 2015. Impressive #leader who understands what #customer first leadership means.

Leadership 110

Leadership Innovation Social Media Consulting 110

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Data-driven decision-making: The organization uses customer data to inform its CX strategy and decision-making.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

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

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. How Developed is Your Customer-Centric Strategy for 2015? Blog Customer Experience Featured business growth Entrepreneurship leadership linkedin management strategy'

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

PeopleMetrics

JUNE 16, 2015

However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys. Members of your leadership team are likely no exception. What The Numbers Imply. Ideas for Sparking Change.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

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

SuiteCX

DECEMBER 22, 2015

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc. Thought Leadership 5.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

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

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking' So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS. Think about where you want to go.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

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. . What do you believe makes [name of manager] tick?

Management 78

Management Leadership Culture Fashion 78

CX University

JANUARY 8, 2019

When service employees display empathic behavior toward customers, they increase commitment, perceived quality of service and satisfaction ( Jones & Shandiz, 2015 ). Empathy Might Be Even More Important for Employee Engagement and Retention. However, the majority of the work will be performed, as usual, by employees.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

Maz Iqbal

OCTOBER 9, 2014

improvement due to benevolent-enlightened leadership? New FCA-mandated focus on customer outcomes … has led to massive investments and exhaustive leadership attention. Organisations and the Tops that lead them do not willingly stop screwing their customers and employees. Which sectors have declined?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

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. How to Make or Break Your Customer Experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

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

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Michael Lowenstein, Ph.D.,

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Experience Investigators by 360Connext

JUNE 22, 2015

Social can help your leadership seem more down-to-earth and in tune with customers. Could your leadership benefit from hearing directly from customers? A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Help users find each other and support your brand. It’s a means to an end.

Social Media 110

Social Media Engagement Video Innovation 110

SurveySparrow

FEBRUARY 21, 2022

Employee wellbeing basically means measuring your employee’s health. It signifies the sustainability of employee engagement and shows whether they will maintain that over a certain period. Employee wellbeing programs can be anything or of any type, some of which are: Collaborative meetings. Signup for Free.

Employee Engagement 52

Employee Engagement Culture Survey Leadership 52

Beyond Philosophy

AUGUST 16, 2017

If a lot of this 80% fall into Employee Saboteurs, that’s not going to do anything great for your Customer Experience. The majority of your employees, however, likely fall into the middle three categories. If you liked this article, you might also enjoy these: Beware of ‘The Complainers!’.

Consulting 140

Consulting Employee Engagement Engagement Communication 140

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

JANUARY 26, 2015

Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? Customers know right from wrong, and the organizational leadership does, too. Blog Customer Engagement Featured Opinion Customer Experience customer service leadership linkedin'

Industry 110

Industry Customer Experience Social Media Leadership 110

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Bill Quiseng. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Per the CBS New story, at least in the U.S.,

Banking 0

Banking Retail Insurance Loyalty 0

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.

Report 120

Report B2C B2B Groups 120

Beyond Philosophy

OCTOBER 28, 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. Why Most Customer Experience Programs Fail.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

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

SurveySensum

JULY 14, 2020

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. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 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.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Strativity

FEBRUARY 11, 2015

. . . February 2015 News & Insights. . . March 25-27, 2015. Employee Engagement. February 26, 2015. March 25-27, 2015. Mobile-ready online leadership resource. February CX Pulse Study. Customer Relationship Status: “It’s Complicated!” Conrad New York. New York, NY.

Customer relationships 40

Customer relationships Conference Study Employee Engagement 40

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

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Creating original content to drive engagement and promote our thought leadership (Infographics, Ebooks, etc.). Here are some of the ways we’ve already approached 2015 differently. Using social channels effectively through both sharing information ( Slideshare , Pinterest, List.ly, Instagram).

Marketing 110

Marketing Social Media eBook Infographics 110

Think Customers

NOVEMBER 18, 2015

Every successful executive understands that, ultimately, their employees reflect their leadership skills. Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position.

Customer Centricity 40

Customer Centricity Culture Government Leadership 40

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team.

Management 41

Management Automotive Leadership Effort Score 41

ClearAction

JANUARY 12, 2022

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. It unifies your senior leadership team. 9 Customers First, or Employees First? 11 CEO’s Guide to Growth through Customer Experience Engagement , CustomerThink, Lynn Hunsaker, May 7, 2019.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Qualtrics

JANUARY 23, 2019

Follow Brene for insightful content about self-awareness, leadership, and human connection. ( @BreneBrown ). Follow China for insights into what UNLEASH and HCRI and doing in the employee engagement and HR spaces. ( @ChinaGorman ). She’s authored several books including and the #1 New York Times Bestseller Dare to Lead.

Employee Experience 52

Employee Experience Leadership Consulting Trends 52