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

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. With this new cadence in place, Darin and his team have also been able to focus on improving employee experience. ” About Darin Byrne.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

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

SurveySparrow

NOVEMBER 21, 2020

A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees. A poor employee experience can ripple your business for a lifetime.

Employee Experience 59

Employee Experience Employee Engagement Survey Customer Journeys 59

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.

Brands 123

Brands Employee Engagement Financial Culture 123

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

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

Maz Iqbal

OCTOBER 20, 2017

A mere eight conversations so far in 2017. Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?". You may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. Why the change?

Employee Experience 54

Employee Experience Customer Experience Leadership Customers 54

Customer Bliss

AUGUST 17, 2017

Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. Valuing employees simply for deliverable work just gets you drones. I don’t see many successful 2017 companies built on drones. Make your own Amazon joke here.).

Airlines 191

Airlines Culture Innovation Interaction 191

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. 20:20 Customer Experience Summit. When: July 4 to 5, 2017. Interactive Customer Experience (ICX) Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Customer Bliss

JUNE 28, 2018

Not only did airlines register improvements in 2017, they’ve done so for the six years before that. Are you focusing on customer experience? Alaska and Southwest Airlines exhibit both a commitment to service and to their employees: they have embedded strong customer service in the company’s DNA, like other companies.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

Beyond Philosophy

MARCH 2, 2018

Since the announcement on February 1st, there has been much speculation about how Amazon would use the data—and more than a few concerns about employee privacy rights. Employee Experience at Amazon has a bad reputation. So, what does all this mean to the Employee Experience and, perhaps more importantly, why should you care?

Government 101

Government Employee Experience Employee Engagement Social Media 101

Qualtrics

DECEMBER 20, 2018

In late 2017 we looked at the 6 trends that would define the coming year. It will mean you have the ability to personalize the employee experience, based on what you know about your people. At many companies, employees are able to do most of their job on a mobile device – you may be one of them.

Employee Engagement 37

Employee Engagement Trends Engagement Employee Experience 37

ShepHyken

JUNE 4, 2018

HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . And, once in a while, when the opportunity presents itself, go for “above and beyond.”

Customer Service 77

Customer Service Airlines CRM Social Media 77

CX Journey

DECEMBER 21, 2016

You don't make the employee experience a priority : employee engagement is down, turnover is up, and you still question why you should focus on delivering a great employee experience. Fo cus on the things that matter to your customers and to your employees. Santa's hoping you'll do better next year!

Company 80

Company Culture Employee Experience Leadership 80

Beyond Philosophy

DECEMBER 20, 2017

If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

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. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySparrow

SEPTEMBER 23, 2020

Smooth employee journey and serene employee experience. The employee experience concept is one of the most valuable concepts that focuses on employee engagement in the workforce. The term “employee experience” started to gain popularity in 2017.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. IBM and Globoforce (2017) note that organizations must pay attention to three vital areas.

Strategy 52

Strategy Financial Leadership Apparel 52

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

SurveyGizmo

JULY 23, 2018

Exceptional employee and consumer experiences must remain among the top priorities for organizations because they are not only equally important for the organization’s competitiveness but also are dependent on each other. One experience cannot be truly successful without the success of the other. A staggering 60.4

How To 63

How To Healthcare Culture Employee Experience 63

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). Top 10 WOW Customer Service Stories From 2017.

Culture 60

Culture Customer Experience Apparel Retail 60

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

John Paul

OCTOBER 1, 2019

As Senior Talent & Culture Manager, my overall responsibilities support the employees throughout John Paul North America. I oversee talent acquisition, employee engagement, HR compliance, integration administration and other special projects. September 2017. What do you do at John Paul?

Culture 40

Culture Management Travel Employee Engagement 40

Customer Alignment

FEBRUARY 16, 2018

87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline.

Analytics 80

Analytics Customer Experience Effort Score Employee Engagement 80

Integrity Solutions

NOVEMBER 19, 2018

A great example is Apple’s Progress Report for 2017 , which detailed how the tech giant has saved an estimated 8 billion gallons of fresh water through their suppliers’ process. Their employees know that they work for a company that is socially responsible and thinks beyond the bottom line.

Company 75

Company Sales Training Culture 75

ReviewTrackers

AUGUST 29, 2017

See also: “ 4 Reasons Why Your Company Should Be Monitoring Employee Review Sites ”). Ready to start attracting top talent and keep current employees engaged? Research shows that 62 percent of Glassdoor users have a better perception of a company when they see the employer respond to a review.

Tips 50

Tips Fashion Guidelines Culture 50

Qualtrics

JUNE 27, 2019

X-­data comes from things like customer feedback, Net Promoter Score, product reviews, brand preference, and employee engagement. Closing the experience gap with AI comes down to 3 things: The ability to listen and measure customer and employee experiences. Being able to understand the experiences being delivered.

Net Promoter Score 46

Net Promoter Score Survey Study Retail 46

SurveySparrow

JANUARY 7, 2021

Most importantly, they didn’t consider social platforms an effective medium to keep their customers engaged or gain profits. If we look back in 2017 , 28% of the SMBs used to spend only 3-5 hours on social media marketing, 27% spend less than 1 hour! . Building an engaged customer base requires internal effort.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Qualtrics

OCTOBER 10, 2019

On a more strategic level, there’s customer journey analysis, collection and interpretation of experience data, patterns in visit time and duration and so on. UK fashion chain Oasis has gone far beyond the ‘iPads-in-stores’ trope and has delivered deep digital integration of instore and online experiences.

Retail 34

Retail Travel Multi-Channel Fashion 34

SurveySparrow

APRIL 28, 2022

We’ll explore different employee satisfaction survey examples, but up first, let’s see what makes up this survey? 10 Employee Satisfaction Survey Examples. That’s the cost American companies pay for their disengaged and dissatisfied employees. This figure is from 2017, and we’re in 2021 – the post-pandemic world.

Examples 52

Examples Survey Tips Culture 52

Russel Lolacher

JANUARY 10, 2023

He’s a TEDx speaker, and recipient of the 2017 Outstanding Career Professional Award from the career professionals of Canada. What’s your best or worst employee experience, sir? Wow, best or worst employee experience? Since then this was 2017. JP on Twitter. JP’s talk at TEDxKanata.

Exercises 52

Exercises Culture Connections Tools 52

Qualtrics

DECEMBER 8, 2016

2017 will be even bigger with three tracks, world-famous thought leaders on the main stage, and more than 60 breakout sessions. Find your own track and a few teaser sessions at the 2017 Insight Summit. The Whole Experience: How Volkswagen Fuses Customer and Employee Experiences to Drive Profitability. // Volkswagen.

ROI 20

ROI Innovation Tips Survey 20

Qualtrics

JANUARY 30, 2019

It’s a great place to get a baseline of information to understand where our employees are compared to the year prior. Some of our innovations around how we communicate with employees have come out of suggestions from that survey. For example, in 2017, we saw that people wanted more access to our CEO [Jonah Peretti].

Culture 20

Culture Leadership Advertising Resources 20