Experience Investigators by 360Connext

JANUARY 7, 2025

Which communication channels do these personas prefer? The C-Suite heard her desire to understand customers better, but they couldnt see HOW that exercise would benefit the company, exactly. Invest in CX education for employees so it becomes a priority for everyone from their very first interview to onboarding and beyond.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. 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.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Comm100

FEBRUARY 6, 2023

Self-service is fast, is available round the clock, and provides a consistent experience. Personalized customer experience is a marketing strategy that helps you tailor and customize your communication with each customer. To improve CX, financial institutions must implement incentives that enhance employee experience.

Financial 243

Financial Trends Self Service Customer Experience 243

ECXO

APRIL 1, 2021

The CX Academy suggests that through exercising the You get me, driver, businesses will be able to invest time in really understanding their customers not only on a functional level but on an emotional level. However, it may also help make the customer feel special and delight the customer, enhancing the total customer experience.

Strategy 296

Strategy Exercises Study Customer Expectations 296

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job. Who depends upon whom?

Employee Experience 71

Employee Experience Strategy Exercises Government 71

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. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

A corporate mission statement communicates the organization’s “reason for being” or purpose. ” Their employees are known to be warm, friendly and fun. Their branding, including the logo with a heart in the middle, their advertising, and their customer communications consistently deliver on this mission.

How To 214

How To Airlines Brands Hotels 214

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Keys to employee experience and customer experience are essentially understanding and meeting expectations. Lynn Hunsaker.

Employee Experience 71

Employee Experience Customer Experience Leadership Exercises 71

CloudCherry

FEBRUARY 28, 2018

Build Open and Honest Relationships with Communication. Write down your company’s cultural values, figure out whether they are in line with your vision and propagate this throughout your organization so that every employee knows what they’re working towards daily. Is it a routine exercise carried out for the sake of it?

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Experience Investigators by 360Connext

JANUARY 5, 2021

Assure your customer experience mission is defined and communicated. Your Customer Experience Mission Statement is what guides your intentions, actions, behaviors, and even rewards. It’s just as important to your culture to communicate about this mission in an ongoing way. They may have never even met one!

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. new marketing is communication.

System 317

System Effort Score NPS Net Promoter Score 317

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

CX Journey

OCTOBER 1, 2015

It’s also - rather, especially - true for your customer experience transformation efforts. And yet, I’ve seen folks dive into mapping exercises only to get stopped in their tracks because they hadn’t done two crucial things before they got started: (1) they didn’t identify the objectives for the map, and (2) they didn’t define its scope.

Customer Journeys 80

Customer Journeys Touchpoint Exercises Employee Experience 80

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Customer Journeys 98

Customer Journeys Employee Experience Omni-Channel Employee Engagement 98

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. Next, we had an excellent presentation from Ian Golding , an independent consultant who is passionate about customer experience. All in all, it was an engaging day that was clearly popular.

Exercises 80

Exercises Gamification Airlines Customer Insights 80

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

JUNE 30, 2020

Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. Planning is an exercise in “wait and see” and teams continue to work remotely from their homes. There are a few ways we can create extraordinary experiences for our customers in this extraordinary time.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. Planning is an exercise in “wait and see” and teams continue to work remotely from their homes. There are a few ways we can create extraordinary experiences for our customers in this extraordinary time.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. Now more than ever, keeping the lines of communication open are essential, and eliciting feedback makes this possible. . When done right, employee feedback can affect real change throughout your organization.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

One Millimeter Mindset

MAY 26, 2020

By now, you realize your “temporary” hiatus from the workplace does not represent anything close to a 14-day quarantine exercise. So you build trust and lead to retain employees and clients. Her playbook of communication tools and methods, Do YOU Mean Business? Not the entire cycle. And, Memorial Day comes and goes.

Exercises 113

Exercises Communication Measurement Tools 113

One Millimeter Mindset

SEPTEMBER 17, 2020

Rather than determining what voice is mission-critical on this particular team to foster successful communication and collaboration. So once again, the important ideas you communicate are diluted by the total volume of perceived noise you make during meetings. And consequently, the voice you become known for actually turns people off.

Exercises 105

Exercises Meeting Leadership Communication 105

One Millimeter Mindset

DECEMBER 15, 2020

Next, we conduct the forensic portion of this exercise. Next, attendees are perplexed about why this exercise is so difficult for them. Together with professionals like you, I translate across communication and collaboration disconnects separating people and professional disciplines. Delivered virtually or in-person.

Exercises 87

Exercises Innovation Leadership Report 87

Oracle

MAY 1, 2020

While it can be an exercise in creativity to rethink the ways in which your team can maintain a strong work culture digitally, it’s not impossible. Here are 4 tips your team can leverage to boost company morale and increase employee engagement right now. Choose the right communications tool for your meetings.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

Playvox

JANUARY 5, 2022

According to SHRM , it also includes an employee’s willingness and ability to contribute to the company’s success. While the employee experience is impacted by the broader organization, agent engagement is largely influenced by an employee’s manager through job assignments, trust, communication, and recognition.

Contact Center 72

Contact Center How To Fashion Gamification 72

One Millimeter Mindset

APRIL 15, 2021

You give yourself permission to exercise personal choice about your professional future. She leverages Voice of the Customer and storytelling to translate across communication and collaboration disconnects impacting successful business outcomes across people and professional disciplines. You stop leaving You up to everyone else.

Leadership 96

Leadership Exercises Innovation Consulting 96

Experience Investigators by 360Connext

JULY 24, 2019

And if we ask these routine followers to add something like journey mapping exercises or responding to customer feedback there might just be a mutiny. The environment leads to a lack of honest feedback about both the customer experience and the employee experience. ” don’t help much, either.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

Kayako

MARCH 7, 2018

The team was frequently using dated, ‘bookish’ or simply incorrect English words and phrases when communicating with customers. Communication needs to be easy for support agents. Communication is an important part of any relationship building and it presents a core part of the work any support agent does. Sounds over the top?

Training 120

Training Course Culture Communication 120

One Millimeter Mindset

APRIL 11, 2019

Think of the implications of your actions, over coffee, on future employee experience and customer experience. That aspect is the great part of this exercise. There is no better way than storytelling to bridge communication disconnects between professional disciplines, paygrades and levels of education.

Exercises 59

Exercises Customer Retention Employee Experience Communication 59

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

CX Journey

MARCH 20, 2019

One exercise that I would strongly recommend, if you haven't yet done it, is to look at your core values (you've got them defined and communicated, right?) So first identify the culture you desire, and then pick 3-5 behaviors (low-hanging fruit) that you can focus on to start the shift at every level of the organization.

Culture 109

Culture Leadership Exercises Groups 109

DCX

JANUARY 19, 2025

This breakthrough signals big implications for CX professionals aiming to create seamless, human-centric experiences. Key takeaway: Flow is designed to handle not just words but the nuances of human communication—intonation, pauses, and even emotional context. Join the global community of 1,000+ CX trailblazers!

Travel 52

Travel Customer Centricity Culture Brands 52

One Millimeter Mindset

APRIL 16, 2020

Incorporating storytelling into virtual presentations gives attendees the opportunity to exercise different parts of their brain than just doling out facts, data and conclusions incorporates. My playbook of communication tools and methods, Do YOU Mean Business? is available on Amazon.com.

Exercises 75

Exercises Communication Engagement Meeting 75

SurveySparrow

DECEMBER 27, 2020

When everyone is working from their homes, proper communication becomes a problem although you could get most professional discussions done with the help of video-conferencing tools. Creating a new employee experience plan. The onboarding process is just one part of the employee experience. HR Trend #2.

Trends 92

Trends Leadership Analytics Employee Experience 92

Comm100

JULY 9, 2019

This investment in employee experience (EX) can be found at the foundation of all great CX (customer experiences). Contact Center World research suggests that for those centers which invest in training, onboarding a new employee can cost upwards of 14k+, with a new hire’s breakeven point for ROI not kicking in until week 22.

Training 108

Training Contact Center Resources Chatbots 108

ClearAction

NOVEMBER 11, 2022

Career: patience, mentor and guide to employees and colleagues, purpose in work, valued and embedded in your work organization, less stress/turnover. Health: better sleep, lower blood pressure, likely to exercise, better recovery and overall physical and psychological health. This stimulates internal follow-through on action plans.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

SurveySparrow

NOVEMBER 4, 2020

People know each other personally, and communication is relatively easy. It’s tougher to keep employees satisfied and make them feel heard. When that happens, employee surveys become a much-needed exercise. . Employee engagement is one of the most important things. Surveys are magical communication tools.

Survey 59

Survey Employee Engagement Employee Experience Culture 59