ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. Want to see more articles like this? appeared first on ECXO - European Customer Experience Organization.

Culture 296

Culture Case Study Employee Experience Innovation 296

eglobalis

JULY 25, 2024

While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

Customer Experience 494

Customer Experience Customer Centricity Innovation Culture 494

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Building a Customer-Centric Culture Even the best CX strategy will falter if the companys culture doesnt support it.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

MAY 24, 2022

This article was originally posted on CustomerThink.com. It is as true with employee experience (EX) improvement. There is a clear path to greater employee experience maturity and employee insights success, with a map and signposts to aid the guide. 4 Signposts on the Employee Experience Maturity Path Map .

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

ECXO

APRIL 14, 2025

Heres what weve unpacked so far: Article 1 ( Welcome to the HX Revolution The Future of Business Transformation Starts Here ) : We made the bold claim that business transformation fails without Human Experience (HX) at the center. Heres the raw truth: Leaders who avoid their shadow create cultures that avoid accountability.

Leadership 156

Leadership Culture Communication Meeting 156

InMoment XI

FEBRUARY 25, 2020

A Guide to a Better Employee Experience The Importance of Developing a Culture of Well-being While walking around your office you may have overheard the phrase, “People are your company’s most valuable assets.” Maybe you’ve heard that employees are the ones who determine how successful a business can become.

Culture 39

Culture Company Employee Experience 39

InMoment XI

MARCH 2, 2022

This article was originally posted on CustomerThink.com. Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Company eBook 195

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Here are the five best from each category.

Retail 80

Retail Video Customer Confidence Culture 80

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. Do companies recognize the high customer experience (CX) value of employee advocates? That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. That’s my belief.

Company 397

Company B2C Employee Experience Culture 397

Experience Investigators by 360Connext

JUNE 4, 2024

In another captivating segment, we highlight Starbucks’ operational hurdles and the focus on operational efficiency vs. customer experience. We also examine the employee experience and customer experience link.

Customer Centricity 265

Customer Centricity Culture Employee Experience Innovation 265

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Here are my top five picks from last week.

Customer Service 155

Customer Service Loyalty Programs Hotels Infographics 155

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. First Impressions: The Candidate Experience.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Experience Investigators) Customer interviews can highlight issues in emotional ways. Here, he shares an article focused on culture.

Customer Service 139

Customer Service Loyalty Programs Customer Journeys Customer Centricity 139

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

InMoment XI

JULY 12, 2022

Enacting this approach will also enable your frontline employees to provide a far superior experience to customers. This strengthens brand connection and creates a customer-centric culture. Many brands use data to measure employee performance as a matter of course, but tracking something only accomplishes so much.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000. " Really?

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture. And give employees the guidance and the freedom to live that value. Why is that OK?

Culture 127

Culture Leadership Employee Experience Communication 127

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Solicit Employee Feedback. How does an employee show loyalty?

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional. Here is my last week article talking about CX experimentation.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. You knew it wouldn’t be enough to set “great customer experience” as a goal.

Resources 369

Resources Customer Journeys Video Customer Experience 369

The DiJulius Group

JANUARY 2, 2023

Our Top Blogs from 2022 A Leadership Epiphany on Workplace Culture Where Have All the Workers Gone, and How Can I Attract and Keep Them? Read Full Article. The post The Best Customer & Employee Experience Content of 2022 appeared first on The DiJulius Group. I recommend sharing this with your entire team.

Employee Experience 111

Employee Experience Customer Experience Leadership Video 111

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post , we know that Culture = Values + Behavior.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

The DiJulius Group

DECEMBER 13, 2021

Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.

Employee Experience 124

Employee Experience Customer Experience Video Groups 124

CX Accelerator

JANUARY 11, 2021

In this article, I’ll share some of the words from members of our community as a way of celebrating his life. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured). Igniting a passion for CX.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. Here are my top five picks from last week.

Self Service 133

Self Service Customer Service Customer Journeys B2B 133

The DiJulius Group

APRIL 3, 2025

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. Read Full Article The post 198: The Value of Outspoken Employees appeared first on The DiJulius Group.

Employee Engagement 86

Employee Engagement Culture Feedback Groups 86

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The customer experience begins with your staff and their employee experience.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

The DiJulius Group

JANUARY 2, 2024

Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.

Employee Experience 98

Employee Experience Customer Experience Culture Training 98

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. How do you shift to a purpose-driven culture?

B2B 367

B2B Brands Innovation Government 367

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

BlueOcean

MAY 14, 2018

And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Rely on this article to help put together your RFP.

Contact Center 214

Contact Center Resources Guidelines Culture 214

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Any organization who abides by this philosophy is rewarded with employee retention and repeat business. It should support and augment it.

Self Service 86

Self Service Customer Service Chatbots Customer Centricity 86

InMoment XI

SEPTEMBER 20, 2022

This article was originally posted on Quirk’s Media. This is as true for employee experience (EX) as customer experience (CX). The most basic definition of employee experience often has to do with overall happiness on the job (or what is generally understood as employee satisfaction).

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195