Experience Matters

DECEMBER 22, 2016

then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].

Culture 120

Culture Customer Experience Employee Engagement Customers 120

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience.

Strategy 0

Strategy Culture Employee Experience Leadership 0

Experience Investigators by 360Connext

JUNE 23, 2020

A study by Google in 2017 showed the company’s most important new ideas came from teams created of employees exhibiting a wide range of skills including: curiosity toward others’ ideas, empathy and emotional intelligence. 7 Ways to Turn Customer and Employee Empathy into Action. Leverage culturally-centered advisory boards.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Customer Bliss

AUGUST 17, 2017

She said that excessive rules go against the “sticky culture” of a great team, one on which people appreciate one another and their respective contributions. Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. Make your own Amazon joke here.).

Airlines 191

Airlines Culture Innovation Interaction 191

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Its about fostering a deeper connection between employees and their work a connection that directly influences how they treat customers.

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”). How do they do it?

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. The Ritz Carlton, a brand renowned for its service culture, has successfully done this.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. ’s top 101 experts on Employee Engagement. This video and the rest of the series will no doubt help you and your team take your organization to the next level.

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. So, each is party to employee engagement.

Engagement 130

Engagement Employee Engagement Feedback Employee Experience 130

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

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. BT – Customer-centric culture. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

SurveyGizmo

JUNE 19, 2018

What really is employee engagement? As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. 

 Related: 3 Types of Employee Satisfaction Surveys That Will Benefit Your Business.

Employee Engagement 49

Employee Engagement Healthcare Engagement Data 49

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 145

Report B2C B2B Groups 145

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

delighted

JUNE 24, 2020

Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. What is employee experience? Culture: Many may think of culture as simply how companies conduct celebrations, happy hours, activities, etc.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

Michel Falcon Experience

FEBRUARY 25, 2018

Michel Falcon: Hey everyone, I’m Michel Falcon, and in this video, I’m going to share the seven tips that I use to build better interview processes, to build high performing teams, increase employee engagement, and build a more profitable company. And that’s the culture interview. Michel Falcon: I use it.

Tips 113

Tips Culture Video Employee Engagement 113

ShepHyken

DECEMBER 15, 2017

Employee engagement is crucial for any organization striving to become more customer-centric. Indeed, by devolving the operational aspects of a co-ordinated CX programme, and by enabling employees across a number of departments and functions with the necessary capabilities, a CX programme can be taken from good to great.

Employee Engagement 122

Employee Engagement Customer Centricity Feedback Analytics 122

Lumoa

MARCH 20, 2018

Customer Centricity Customer centricity refers to customer-oriented culture in the company. Involve all the employees in the transformation : motivate the employees of the company to deliver great customer experience. Build CX into the culture : build a long-lasting principles oriented on customer success.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Beyond Philosophy

AUGUST 2, 2017

They are also committed, in these three ways: Committed to the Organization: Employee Ambassadors are enthusiastic about the company and the different aspects of the company culture. Space is limited, so please click here to learn more and register today.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Beyond Philosophy

DECEMBER 12, 2017

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). Wine and beers shops inside the store.

Culture 60

Culture Customer Experience Apparel Retail 60

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Do you know if your own people are engaged in what you are supposed to be doing for your customers? Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Confirmit

OCTOBER 16, 2017

Deloitte's 2017 Global Human Capital Trends research revealed that one of the tenets of building an organization ready for the future is intentionally designing it for speed, agility and adaptability. Potential implications of this new approach on how organization assess employee engagement and act upon it.

Employee Engagement 40

Employee Engagement Engagement Insurance Financial 40

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Don’t underestimate culture. How to overcome those challenges?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

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

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Customer Guru

MARCH 1, 2018

In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture. We would be more than happy to help.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

CX University

JULY 24, 2018

Organizations with a strong EVP pay employees less than others and still retain employees 300% longer (CEB, the Corporate Executive Board Company, Preparing your Employment Value Proposition for 2016). This adds up to millions in turnover cost savings alone, not to mention the benefits to employee engagement and productivity.

Employee Engagement 63

Employee Engagement Culture Case Study Exercises 63

John Paul

OCTOBER 1, 2019

This month we are pleased to introduce Nathalie Flemens, a Senior Talent & Culture Manager in Miami: she gives us insights about what she does every day and what she likes about John Paul! As Senior Talent & Culture Manager, my overall responsibilities support the employees throughout John Paul North America.

Culture 40

Culture Management Travel Employee Engagement 40

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Journey

DECEMBER 21, 2016

Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. If you don't have a leadership team who supports and drives a customer-centric culture, forget it; it won't happen. Fo cus on the things that matter to your customers and to your employees.

Company 80

Company Culture Employee Experience Leadership 80

Strativity

JANUARY 29, 2018

Loyalty Management Q4 2017. Culture can be measured very simply by two critical factors. The first gauge for culture is what people say and do when their CEO isn’t looking. When you listen to the unfiltered memes in the organization, you get a sense of the true culture. It is the real deal in every company.

Culture 40

Culture Employee Engagement Exercises Study 40