CEM Communication Customer Experience Management Employee Experience 
PeopleMetrics
MAY 13, 2020
As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.
Experience Investigators by 360Connext
APRIL 23, 2024
CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.
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CX Journey
JANUARY 31, 2018
John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Here are the fundamental steps - or pillars - to successful customer experience change management. Communicate. Communicate.
PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". The ultimate result is a culture that is laser-focused on the customer.
CX Journey
DECEMBER 26, 2014
Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things. As you start to think about the strategies and steps involved in CEM, you realize that it is a change management process in and of itself. Communicate it. Communicate.
PeopleMetrics
DECEMBER 12, 2019
Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers.
Beyond Philosophy
NOVEMBER 11, 2014
In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting.
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