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. 3 Key Touchpoints where Employee Experience and Customer Experience Meet: 1.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 372

Apparel Employee Engagement Employee Experience NPS 372

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. Absolutely.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

eglobalis

NOVEMBER 12, 2024

Leaders who encourage cross-functional communication ensure their service teams have the full context of client interactions, which can reveal additional opportunities to exceed expectations. Tailoring interactions—from language choice to communication frequency—demonstrates an understanding of the client’s unique preferences and personality.

Customer Centricity 474

Customer Centricity Strategy B2B Consulting 474

Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Customer experience is directly connected to employee experience.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. They also behave and communicate in a consistently positive manner toward the company, both inside and outside.

Company 397

Company B2C Employee Experience Culture 397

InMoment XI

APRIL 19, 2022

If you are on your company’s human resources team, it might be worth reiterating available resources to your employees via email or your company’s internal communications channels (especially since it’s Stress Awareness Month). Having those resources is only helpful if your employees are aware of and using them!

Resources 370

Resources Exercises Culture Tools 370

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. So if you are struggling to monitor engagement for your customer service team, fear not, we’re going to bring you a simple 3-step guide on how to improve employee experience and maximize customer service engagement.

Employee Experience 131

Employee Experience Customer Service Customer Experience Employee Engagement 131

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. Only 31.5%

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

Customer Bliss

MARCH 21, 2019

Horst really wanted to communicate the importance of values and integrity in this role. . Horst shares that he wrote this book to get CEOs thinking about what it really means to be a leader at this executive level. He goes on to say that leadership is about setting the vision and leading your people through it.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Employee Experience 131

Employee Experience Customer Experience Self Service Call Center Experience 131

InMoment XI

DECEMBER 16, 2021

What we have observed are studies that examined some contributing factors of employee experience and value, such as reward and recognition, job fit, career opportunities, work environment, and departmental and management relationships.

Company 195

Company Communication Culture Employee Experience 195

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Tricia Morris

SEPTEMBER 22, 2020

In two new research notes, industry analysts warn about the negative impact disparate communication and collaboration tools are having on not just the employee experience – but the customer experience, as well.

Communication 128

Communication Employee Experience Tools Industry 128

Customer Bliss

JULY 19, 2019

I encourage you to listen to the episode for more insights and feel free to check out the original episodes where we go beyond what happens in the first year: 3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers (Lucy Norris) and 4 Ways Building a ‘Customer Room’ Can Reshape Your Customer Experience (Daniel Coullet). (..)

Employee Experience 160

Employee Experience Customer Experience Customer Success Conference 160

Experience Matters

APRIL 15, 2020

Yet this is exactly the challenge experience management (XM) leaders must overcome if they want to successfully design and deliver great experiences to employees or customers. The post Effective Communication: A Critical Skill to Propel XM Success appeared first on Experience Matters.

Communication 145

Communication Management Customer Experience Employee Experience 145

ECXO

MARCH 15, 2024

They yearn for experiences tailored to their specific needs and preferences. The third sin is poor communication. Communication is the golden thread that weaves together the fabric of customer experience. The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 289

Customer Experience Net Promoter Score Customer Satisfaction Innovation 289

InMoment XI

OCTOBER 5, 2023

This approach not only equips brands with insights into issues that customers might not have formally reported but also empowers employees to proactively drive Experience Improvement (XI) initiatives. Improve Contact Center Experience Step #4: Data Is a Gold Mine Your brand generates mountains of data every day.

Contact Center 364

Contact Center Self Service How To Call Center 364

eglobalis

NOVEMBER 3, 2024

This involves empowering employees at all levels to propose, test, and iterate on new ideas without the fear of failure—a principle that supports a culture of continuous improvement and responsiveness. When employees have both the tools and the freedom to make meaningful contributions, they’re more invested in the outcomes. .”

B2B 483

B2B Culture Innovation Loyalty 483

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ECXO

JUNE 15, 2021

Drive awareness Once your target on customer experience is established, you will need to drive awareness in putting customers first. You cannot over communicate the importance of the customer experience and work being done across the organisation around it. A customer centric business talks about customer experience regularly.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

ECXO

FEBRUARY 14, 2022

Whether your organization is thinking about developing your brand awareness around CX in Europe, connect and partner with a real multicultural and diverse customer experience organization. That aims to impact the present and future of CX Leadership. Then let’s talk and grow together. Let’s Evolve with It — Together!

Culture 296

Culture Case Study Employee Experience Innovation 296

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support.

Employee Experience 65

Employee Experience Customer Experience Self Service Contact Center 65

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

OCTOBER 20, 2022

EMEA customer experience experts from Brakes, Solus, BD Medical, and NatWest all noted the importance of building an internal culture within your company to educate your employees on the importance of putting the customer first. Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. How do your leaders kick start the process of communicating the renewed purpose. Be consistent.

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Make a note and then communicate these quick wins.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

ECXO

MAY 16, 2024

The customer-centric leader stays on top of customer insights A customer-centric leader, tuned into the customer voice, not only shares customer opinions but also communicates insights internally. This communication is crucial for engaging the whole team to act on customer insights and implement actions quickly.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

AWS Machine Learning

SEPTEMBER 20, 2024

In today’s fast-paced business environment, organizations are constantly seeking innovative ways to enhance employee experience and productivity. There are many challenges that can impact employee productivity, such as cumbersome search experiences or finding specific information across an organization’s vast knowledge bases.

Employee Experience 102

Employee Experience Knowledge Base Wireless Self Service 102

Experience Investigators by 360Connext

FEBRUARY 1, 2022

We recommend starting with a Customer Experience Mission Statement and building a Customer Experience Success Statement. Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Better customer experience creates a cycle for better employee experiences.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Conference 93

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. If employees aren't happy, satisfied, and engaged, it will be very difficult for them to delight your customers. Thou shalt define and communicate the brand promise.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

While I can’t give you a recipe, I can offer some guidelines — as the Four C’s of a Customer Experience Culture. What are the Four C’s of a Customer Experience Culture? Communication. Communication. If there’s one gap in almost every organization, it is usually around communication.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. ” and “How will this make her feel?”.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389