InMoment XI

MARCH 2, 2022

Why Is There An Urgent Need For Companies To Do This Now? Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Company Leadership 195

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Asking, how do we build a learning organization in a culture of continuous improvement?

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

eglobalis

NOVEMBER 3, 2024

While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies. This process begins with an introspective analysis to uncover the core values, strengths, and distinct qualities that define the company.

B2B 442

B2B Culture Innovation Loyalty 442

InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? So, where is employee experience headed?

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

InMoment XI

FEBRUARY 25, 2020

A Guide to a Better Employee Experience The Importance of Developing a Culture of Well-being While walking around your office you may have overheard the phrase, “People are your company’s most valuable assets.” Maybe you’ve heard that employees are the ones who determine how successful a business can become.

Culture 39

Culture Company Employee Experience 39

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

InMoment XI

MAY 24, 2022

It is as true with employee experience (EX) improvement. There is a clear path to greater employee experience maturity and employee insights success, with a map and signposts to aid the guide. 4 Signposts on the Employee Experience Maturity Path Map . 1: Employee Satisfaction.

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. The post A true global CX organization needs to speak and understand cultures, languages and differences.

Culture 296

Culture Case Study Employee Experience Innovation 296

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 399

Customer Experience Customer Centricity Innovation Culture 399

GetFeedback

SEPTEMBER 6, 2018

Every company wants to improve its customer experience. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. The relationship between employees and customers.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

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

MARCH 23, 2022

Additionally, when the pundits pushing this idea actually care to delve deeper, they insist that the challenges and perspectives brought about by the pandemic caused many employees to reconsider their positions, hence the current job market churn. Culture, Infrastructure, and Operational Challenges.

Brands 370

Brands Policies Employee Engagement Employee Experience 370

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

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. More importantly, they also want the right employees. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in.

Employee Experience 140

Employee Experience Culture Video Customer Service Training 140

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. “The Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

InMoment XI

APRIL 19, 2022

Rather than rattling off a list of possible stressors, we want to talk about how you and your employees can manage these feelings year round with practical, accessible tools and coping strategies. Tool #1: Leverage Company Mental Health Resources. Encouraging a Self-Care Culture. What is employee commitment?

Resources 370

Resources Exercises Culture Tools 370

InMoment XI

OCTOBER 20, 2022

We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Company.

Customer Experience 397

Customer Experience Customer Journeys Effort Score Culture 397

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

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Customer Bliss

MARCH 23, 2022

Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work.

Case Study 139

Case Study Culture Study Company 139

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 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

InMoment XI

MAY 17, 2022

We dove into that in our recent 2022 Experience Trends Report (you can check out the full findings here ), but we’re going to quickly cover two of those things here for you today. What Do Employees Want from Their Employers? Supportive Culture Connection to Customer Experience. Employee Must Have #1: Supportive Culture.

Trends 369

Trends Culture Connections Brands 369

Experience Investigators by 360Connext

JUNE 4, 2024

In another captivating segment, we highlight Starbucks’ operational hurdles and the focus on operational efficiency vs. customer experience. We also examine the employee experience and customer experience link. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Customer Centricity 265

Customer Centricity Culture Employee Experience Innovation 265

Experience Investigators by 360Connext

JULY 25, 2023

❔"My employee experience team is on the right track, and I'm really excited about the progress we are making. I want to ensure we can continue our projects, but I'm concerned about the company budget. "❔The employee experience and the cu.

Employee Experience 143

Employee Experience ROI Tips Company 143

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

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. The chief people officer’s response to fears that employees might leave nasty reviews?

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience , Author, Coach, and Educator. Karen is the principal of Co.-Design

Culture 156

Culture Connections Contact Center Leadership 156

Alida

MAY 24, 2022

Disengaged employees can cost organizations up to $550 billion per year. Despite that, most companies today fail to create a fulfilling work culture and empower their employees to do their best work.

Employee Experience 130

Employee Experience Culture Customer Experience Company 130

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. " Really?

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

GetFeedback

AUGUST 14, 2019

So, what’s a company to do to earn an even better CSAT score? Back to the question about what a company should do to ensure even better CSAT scores. Here’s a thought — and the answer surely lies here: don’t focus on the score; focus on the customer and the experience. Design a customer-centric culture. The score is solid.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Alida

MARCH 28, 2023

Employee experience is the beating heart of any company and must be prioritized to build a winning culture. The result: fully engaged employees taking great care of their clients.

Culture 245

Culture Employee Experience Engagement Company 245

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