ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message.

B2B 314

B2B Customer Journeys How To Effort Score 314

Second to None

OCTOBER 19, 2020

Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Employee Satisfaction vs. Employee Engagement. An even stronger signal?

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

ProProfs Chat

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . According to a study , disengaged American employees cost organizations around $450-550 billion each year. What is Employee Engagement Software?

Employee Engagement 98

Employee Engagement Software Tools Engagement 98

InMoment XI

APRIL 18, 2022

Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work? More and more, we are finding that employee commitment represents a more progressive and actionable EX construct. Make Employee Experience a Priority.

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

Experience Investigators by 360Connext

OCTOBER 20, 2014

Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. How customer focused organizations communicate has everything to do with BOTH sides of that coin. Where have we gone wrong?

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

InMoment XI

MAY 10, 2022

Train your employees to go above and beyond to provide your customers with helpful, friendly, and knowledgeable service to create an experience your customers will remember. Simply put, investing in employee engagement saves you money. Step #4: Marketing and Communication. Step #2: Store Experience.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

JUNE 30, 2022

We know that frontline employees are in charge of delivering customer experiences every day—and we also know that in some businesses, these are contractors or third parties that you don’t exactly have control over. What’s the key to incentivising these third party employees? These frontline employees need strategic communication.

Customer Experience 396

Customer Experience Employee Engagement Customer Retention Communication 396

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. For example, tracking NPS to determine the success of recent loyalty efforts.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

OCTOBER 14, 2024

It’s always better to ask about one aspect of the customer experience at a time to keep respondents engaged. Incorporate Visual Elements to Make Your Surveys Engaging. Visual elements not only make your survey more engaging for respondents, but they also make you stand out in a crowd of drab surveys! Design personalized surveys.

Survey 195

Survey How To Hospitality Feedback 195

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth.

Employee Engagement 86

Employee Engagement Engagement Company Contact Center 86

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. The Diamondbacks use several mechanisms to engage employees. Customer experience Employee Engagement Purposeful Leadership Arizona Diamondbacks Derrick Hall'

Culture 313

Culture Sports Employee Engagement Leadership 313

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Being able to influence and engage people at all levels of the business to understand the role they play in managing CX is a core competency of anyone working in the profession.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

ijgolding

JUNE 14, 2017

If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If Communication is such a vital component – the more creative and inventive you are in getting the message across, the better!”. Failure to communicate effectively will have consequences.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

InMoment XI

OCTOBER 5, 2022

And when employees are fully engaged and satisfied with their job, it shows. The reverse is also true: When employees are not satisfied, they become liabilities to your brand. The question is, then, “What is the critical element to helping employees engage in their work?” Areas of Staff Motivation to Keep in Mind.

How To 370

How To Feedback Customer Centricity Strategy 370

Experience Investigators by 360Connext

FEBRUARY 23, 2021

But if employees, partners and others only hear about customer experience as a one-time or even once-per-year thing, then how are they supposed to really understand and see the possibilities of it? Organizations that focus on customer experience as part of who they are don’t stop communicating about it. Start with the why.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Experience Investigators by 360Connext

OCTOBER 22, 2014

According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. Welcome Letter/Customer Communications. Yes and no, Wikipedia.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

InMoment XI

DECEMBER 16, 2021

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.

Company 195

Company Communication Culture Employee Experience 195

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day Twitter Chat: Communication: A Pillar of Customer Experience Success Beginning at 4 PM CT. Blog Customer Experience customer service Featured CXPA employee engagement linkedin networking Social Media' 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

OCTOBER 5, 2021

And then there are those leaders who don’t even have CX in their title, like Chief Marketing Officer or Employee Engagement Director. We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. Train and communicate with as many teams as you can.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Experience Investigators by 360Connext

DECEMBER 3, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Experience Investigators by 360Connext

OCTOBER 15, 2014

Ann and I had communicated virtually for a number of years by then. Ann understands and communicates which rules are sacred and which rules are meant to be broken. (I’ve Blog Featured Opinion Review Blogging communication content creation copy linkedin writing' It was at South by Southwest Interactive Conference about 5(!)

Social Media 275

Social Media Consulting Conference Communication 275

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking Loyalty Culture Social Media 286

Integrity Solutions

OCTOBER 14, 2020

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? How Communication Styles Set The Tone For Customer Relationships.

Communication 134

Communication Tips Sales Customers 134

Maru Group

JANUARY 17, 2023

Companies recognize that delivering a great Employee Experience (EX) that considers and puts its employees first is the key to unlocking better business outcomes. My name is Glyn, and I have 20 years of experience measuring and building great employee experiences. Read the whitepaper. Learn more.

Employee Engagement 80

Employee Engagement Engagement How To Employee Experience 80

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning. Behavior Style.

Employee Engagement 80

Employee Engagement Banking Culture Engagement 80

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. It starts inside the business - communicate, communicate, communicate and educate, educate, educate.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Part of developing a CX Charter is identifying the right people to attend and engage at meetings. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Experience Investigators by 360Connext

OCTOBER 16, 2014

Speaking in corporate overlord language in communications aimed at Generation Y. Translating communications in a way devoid of nuance or appropriate syntax. If you are communicating online, you are communicating with the world. If you are communicating online, you are communicating with the world.

Social Media 259

Social Media Culture Consulting Communication 259

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Communication challenges. Impacts of consistent engagement. Customer Engagement Statistics 2020 Explained. Successful Customer Engagement.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. B2B Blog Customer Engagement Customer Experience Featured customer service Education leadership linkedin loyalty membership webinars' Please enter your email to stay in the loop.

Entertainment 247

Entertainment Leadership Social Media B2B 247

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee Engagement 52

Employee Engagement Engagement Strategy e-support 52

CX Accelerator

DECEMBER 31, 2018

This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. During the meetings, the leader explained the objective and importance, and then individuals could way in on norms for things like communicating. They have a free or paid version.

Culture 244

Culture Contact Center Leadership Employee Engagement 244