InMoment XI

MARCH 23, 2022

The pandemic, therefore, did not mark the beginning of the sentiments that culminated in The Great Resignation; it merely catalyzed employee sentiments that had already existed for a long time. Culture, Infrastructure, and Operational Challenges.

Brands 370

Brands Policies Employee Engagement Employee Experience 370

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. Employees learn to do what’s always been done, even if it’s only been a few months! Trying to manage the outcome from humans is vexing, whether they are employees or customers. Where have we gone wrong?

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Be GREAT out there! It’s poor policy.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. In their 2009 meta-analysis presented by Gallup, Harter et al.

Employee Engagement 148

Employee Engagement Engagement Strategy Effort Score 148

ECXO

JUNE 11, 2024

Personalized Learning and Development AI-driven personalized learning paths and continuous feedback mechanisms are revolutionizing employee development. By tailoring learning experiences to individual needs and career aspirations, AI fosters a culture of continuous improvement and skill acquisition.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling their 10 zillion Twitter followers why your company (and you) stink! Customer-centric cultures are built from the top and the bottom within an organization. Never dealing with customers.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Matters

OCTOBER 14, 2014

Afterwards, Cannon held similar meeting with the next two levels of leaders across the company. Related: WL Gore Succeeds Without Employees ). It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX. CX is about culture, not a veneer.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Experience Investigators by 360Connext

OCTOBER 6, 2014

The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Companies like Rackspace , however, have learned to highlight when something wonderful happens. What if your company spread the news about great experiences just as much as bad ones? Get to the root cause.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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

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 89

Employee Engagement Engagement Company Contact Center 89

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Some companies are forming book clubs and asking nearby college professors to help facilitate them. Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. The Ultimate Question 2.0: by Fred Reichheld with Rob Markey.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

InMoment XI

DECEMBER 16, 2021

However, today more is needed of employees: Namely, proven direct causation, the specific defined linkage, and intersection, of employee thinking and behavior to customer brand/company loyalty and advocacy in the marketplace. That brand promise has to be delivered for customers every time they interact with the company.

Company 195

Company Communication Culture Employee Experience 195

Experience Matters

NOVEMBER 2, 2016

In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. We surveyed 300 HR professionals from large companies and compared the results to a […].

Employee Engagement 120

Employee Engagement Engagement Resources Survey 120

ECXO

JUNE 11, 2023

On the same day I happened to read this, I came across a post on Facebook going viral about the horrible in store experience of a customer of this company, made even worse by the switched off behavior of the shop assistants and their manager. This example is illustrative for what happens to many companies that set out to be customer centric.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Experience Matters

OCTOBER 19, 2016

We regularly help companies create cultures that are more customer-centric. You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation. So it seemed like a fun idea to create an infographic on the topic.

Infographics 120

Infographics Culture Customer Centricity Employee Engagement 120

InMoment XI

JULY 18, 2022

In food services, operations managers are typically concerned with hiring and training employees, coordinating work and schedules, developing working relationships with front and back of house staff, and more. Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center.

Feedback 369

Feedback Culture eBook Customers 369

ProProfs Chat

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee Engagement 98

Employee Engagement Software Tools Engagement 98

Experience Investigators by 360Connext

DECEMBER 17, 2014

Re-write your company’s job postings. Do they to reflect a customer-centric culture? Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What does this say about that company? What about the way the company treats its customers? Is that a job you’d likely remain for the long haul?

Tips 296

Tips Culture Exercises Feedback 296

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.

Employee Engagement 81

Employee Engagement Banking Culture Engagement 81

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. Leaders Can Make or Break Culture Change.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? positively impacts the culture.

Culture 93

Culture Company Wireless Customer Satisfaction 93

Calabrio

JUNE 29, 2020

I believe the work we have done as a collective Calabrio team to create a culture of collaboration, sharing, inclusion and innovation is the foundation of our 2020 Top Workplace ranking. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.

e-support 264

e-support Culture Innovation Employee Engagement 264

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. Therefore, it is crucial for companies to focus on improving customer experience by investing in global professional development with online courses.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It’s ingrained in their culture. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Why would companies who once touted online as the only way are moving into a more traditional model for customers? Customers want to know your culture. The company personality shines through everything they do. Customers want to know them even more, so their stores are reflective of their fun and playful culture.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

Experience Investigators by 360Connext

OCTOBER 29, 2014

Do we live in a throwaway culture? When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt. Companies are driven by the NEW to the point of ignoring what is happening with the leak in the bucket.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

InMoment XI

SEPTEMBER 20, 2022

Much like customer satisfaction, employee satisfaction is largely attitudinal and tactical. A major challenge with employee satisfaction, though, was identified some time ago. A large national financial services company, concerned that it was experiencing over 30% turnover among new employees, decided to give them a 13% bonus.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. How toxic is your culture?

Culture 110

Culture How To Leadership Social Media 110

InMoment XI

OCTOBER 5, 2022

Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. 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.

How To 370

How To Feedback Strategy Customer Centricity 370

Experience Investigators by 360Connext

DECEMBER 11, 2014

Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. What happens when companies scale? In the beginning, companies are built around WHO and not necessarily WHAT. They need customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

OCTOBER 16, 2014

Too often, the pattern looks like this: Entrepreneur starts company. Customers look and act a lot like small team of employees. Underscoring cultural or contextual stereotypes and not even realizing it. Consider the -isms and -ia that might be alive and well within your culture. Until they don’t.

Social Media 259

Social Media Culture Consulting Communication 259