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? CX to Employee Experience Ideas. Only 31.5%

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Customer Bliss

AUGUST 30, 2021

High tech without a human connection may make interactions more efficient, but it’s important to know when to blend humanity and caring into customer experiences. Hire People Who Will Make Your Company Unforgettable: A Case Study. Revamp Your Employee Experience By Rethinking Your Hiring Methods.

Case Study 310

Case Study Hotels Travel Company 310

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Available at: [link] Eglobalis How to Define and Execute a B2B Customer Experience Strategy.

B2B 339

B2B Customer Journeys How To Effort Score 339

CX Accelerator

JANUARY 11, 2021

Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. The onboarding and “buy out” if the employee wants to leave is ingenious. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

The DiJulius Group

JANUARY 2, 2024

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

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017.

Case Study 152

Case Study Airlines Conference Wait Times 152

Northridge Group

MARCH 11, 2025

Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (..)

Healthcare 52

Healthcare ROI Net Promoter Score Average Handle Time 52

Customer Bliss

APRIL 18, 2018

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences. Case Study: ThirdLove Decided to Honor All Women of Color.

Case Study 163

Case Study Apparel Study Automotive 163

CX Centric

MAY 6, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. Patient Experience simply defined is the all the range of interactions that the patient has with the health care system including from their health plans to their physical practices. Momchil Blaskov.

Case Study 52

Case Study Study Healthcare Hospitality 52

Calabrio

MARCH 5, 2025

Engage and train employees To excel in your VoC program, youll need a well-trained and engaged customer success team to analyze data and actively participate in the feedback process. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

ECXO

MARCH 20, 2024

eAAQApHd About Dr. Natalie Petouhoff : Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

CX Accelerator

JANUARY 11, 2021

Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. The onboarding and “buy out” if the employee wants to leave is ingenious. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Feedbackly

APRIL 18, 2024

An excellent customer experience is often a result of excellent employee experience. After all, it’s not easy to keep your customers happy without the contribution of your employees. Companies blossom when they make their employees feel appreciated. What Is Employee Experience?

Employee Experience 52

Employee Experience Customer Experience Financial Case Study 52

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Michel Falcon Experience

AUGUST 13, 2014

Remove yourself as an owner or employee and ask yourself, “Would I open this?” ” Case Study #1 : Let’s use Rogers communication (Canada’s leading telecommunications company) as an example. Earlier this year, a commercial real estate company reached out to me for my customer experience expertise.

Survey 147

Survey Net Promoter Score Case Study NPS 147

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. What a fantastic question!

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Confirmit

MARCH 6, 2017

W5 is Ireland’s first ‘full-service’ customer experience design, measurement and engagement consultancy. The company works in partnership with clients to design and measure customer and employee experiences that differentiate and add value. Voice of the Customer.

Case Study 40

Case Study Study Customer Experience Design Consulting 40

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. He mentions that each of their areas of ministry had a heart for guest experience and wanted to implement a change.

System 162

System Hospitality Customer Experience Guest Experience 162

Michel Falcon Experience

SEPTEMBER 17, 2014

Tony Hsieh (Founder, CEO – Zappos) advocates spending more on improving the customer experience over traditional marketing. Zappos is a case study on how to do this. The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface. They think long term.

Customer Focused 167

Customer Focused Customer Centricity ROI eBook 167

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience. Brian Scudamore.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Customers Rock!

MAY 5, 2011

In fact, you need to consider the entire customer experience , and support it with a customer-centric culture , one that promotes an equally exceptional employee experience. You also need marketing that connects with your current customers. And, of course, you do need outstanding customer service. It has to ROCK.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

CSM Magazine

MARCH 28, 2025

A Solana case study mentions Helium and Star Atlas as the first pilots on the network operating at the edge within the United States. With proper pre-education, employees experience smoother transitions and higher service team adoption rates. Such materials can be utilized in-house for proactive skill development.

Customer Service 52

Customer Service e-support CRM Case Study 52

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. From USPTO, we conclude: Provide opportunities for employee development.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Customer Bliss

AUGUST 8, 2019

Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze. Talk Triggers by Jay Baer and Daniel Lemin.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. How Employee Experience (EX) Impacts Customer Experience (CX). Top CX Themes.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Kayako

SEPTEMBER 28, 2022

According to Zendesk’s Employee Experience Trends Report 2022, requests from corporate employees increased 31 percent last year, nearly double the rate of both B2B and B2C companies. As remote and hybrid work models scale in the workforce, the demand for providing excellent internal customer service will increase, too.

Technology 156

Technology Self Service Tips Customer Service 156

Beyond Philosophy

OCTOBER 11, 2019

RICOH Canada also engages in Verbatim Zone Employee Engagement surveys. They break down the feedback they get back from employees by region and department to determine priorities for fixing problems in the Employee Experience. Tie hard numbers into your incentives to ensure you keep the team on board with your agenda.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

Maz Iqbal

OCTOBER 9, 2014

Technology can enable or hinder the customer experience. Which means that there cannot be excellence in Customer Experience without excellence in Employee Experience. In that conversation I propose to explore the underlying factors that show a correlation with Customer Experience excellence. It is merely a tool.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Maz Iqbal

OCTOBER 16, 2014

Customer experience motivates the employee experience. Customer experience motivates the employee experience. I take it to mean that you start with figuring out the kind of customer experience that you propose to generate. What does this mean?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

ShepHyken

JUNE 10, 2019

My Comment: A good customer experience starts on the inside of an organization with a good employee experience. Yet, it’s been noticed that there are generational differences in how employees expect to be treated. By the way, in the next five years, it is predicted that 75% of the workforce will Millennials!

Customer Service 117

Customer Service Survey Case Study Training 117

Customer Bliss

FEBRUARY 16, 2017

“Keystone moments:” Consider this, from a Forbes case study: Aviva ’s continual challenge is to figure out how to be more efficient. And it drives the engagement of internal stakeholders, while also referencing customers. How easy is this?

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

SurveyGizmo

MAY 12, 2020

Announcing the Employee Experience Solution: Increase Employee Engagement Now. Our latest solution provides HR teams with standardized and automated processes for tracking employee experience and managing employee requests. See how the Employee Experience Solution can help you increase employee engagement.

Case Study 81

Case Study Employee Engagement Employee Experience CRM 81

TechSee

JANUARY 25, 2023

He leads the business unit dedicated to supporting and strengthening field service organizations, enabling them to deliver outstanding customer and employee experiences. Many innovative technologies, applications, fascinating case studies, lists of best practices, and more information are being developed daily.

Management 41

Management Automotive Leadership Effort Score 41

InMoment XI

NOVEMBER 15, 2023

Improved Employee Productivity: Employee experience is closely tied to customer experience. By using analytics to identify areas where employees may need additional training or support, businesses can enhance employee productivity and efficiency.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Kayako

SEPTEMBER 9, 2022

You can see how Kayako helped CoinStop reduce average response time and implement omnichannel customer support in this case study. To deliver frictionless experiences, service agents need the right tools. Provide a better employee experience and speed up internal support with Kayako HelpDesk.

Tips 156

Tips Customer Journeys Customer Service Omni-Channel 156

Kayako

JUNE 16, 2022

Employees experience less stress as well. You can read more about how Quick Heal healed its customer support problem in this case study. . Overall, low-effort interactions cost 37% less than high-effort interactions. Lower Customer Service Agent Turnover. Their intent to stay increases up to 17%. Extend support hours.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

CX University

JULY 9, 2018

So how do the best companies develop employee engagement? I have compiled and analyzed a short list of case studies, taken from six Fortune 500 companies, so that we can answer these questions. Our next case study will refine this idea even further by showing a multifaceted approach to commitment.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68