SuiteCX

DECEMBER 22, 2015

Some certainly do aspects of it, but not many can provide a complete 360 degree view into the experience that includes insights from online and offline, data and behavior, emotional andsocial. Customer Experience will expand to focus on employee engagement.

Customer Experience 100

Customer Experience CEM Customer Journeys Social Media 100

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. Employee engagement is critical to your organization’s hiring efforts. When considering your offer, this new generation will dig deeper into social media to find where the best employee experiences exist.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Here is an excellent example of separating the “what,” weather delay in Denver that leaves passengers stranded on the runway in Wyoming for hours, from the “how,” having pizza delivered, so passengers don’t have to starve while they wait.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. By listening to them and acting, you improve employee engagement and what the VOE is saying. And guess what?

CEM 60

CEM Customer Journeys Employee Experience Employee Engagement 60

SurveySparrow

OCTOBER 12, 2020

360 Degree Feedback: Measure and manage employee experience journey with 360 degree feedback software. Use the employee portal to track all the activities and performance of each employee in your organization. Employee engagement. Airtable CRM vs SurveySparrow CEM. Video conferencing.

CEM 52

CEM Net Promoter Score CRM NPS 52

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 60

B2C B2B Metrics Analysis 60

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. customerexperience #cx #cem #culture #companyculture. __. Is there such a thing as a single company culture?

Culture 52

Culture Company Policies Leadership 52