Alida

NOVEMBER 1, 2022

Your people are the heart and soul of your company. When employee engagement is high, the whole team benefits—and so do your customers.

Employee Engagement 130

Employee Engagement Engagement Survey Company 130

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

InMoment XI

DECEMBER 5, 2019

This blog provides insight into the generational differences in workplace values, differences in their engagement levels, and some of the practices that companies are using to improve engagement. Multiple generations often work together side-by-side. MaritzCX leverages decades of research experience to help organizations.

Employee Engagement 195

Employee Engagement Engagement Company 195

The DiJulius Group

MAY 25, 2022

Episode 087: Mastering Employee Engagement Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s company and his mission. Jared’s company and his mission.

Employee Engagement 105

Employee Engagement Engagement Employee Experience Groups 105

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

InMoment XI

MARCH 23, 2022

In fact, much of the narrative is that many companies have insufficiently invested in employee support resources. Though you might expect that more brands would be proactive about countering declines in employee performance and tenure, the sheer and extraordinary amount of churn now being seen tells quite a different story.

Brands 370

Brands Policies Employee Engagement Employee Experience 370

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. So, where is employee experience headed?

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

ECXO

JUNE 11, 2024

Employee Engagement and Well-being AI’s ability to monitor employee sentiment and personalize well-being programs is a game-changer for maintaining high levels of engagement and satisfaction. The company employs AI-powered translation tools to facilitate communication among employees from different regions.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

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. Satisfaction isn’t enough.”

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

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 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! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

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. 3M allows time off to employees for personal interests to encourage innovation.). Where have we gone wrong? Understanding.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Matters

NOVEMBER 14, 2014

He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3. The company works on it. I really love one of the company’s tenets, Relentlessly advocate for customers. It sounds like something that all companies should strive to do. Listen to customers. Invent for customers.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Investigators by 360Connext

DECEMBER 17, 2014

Re-write your company’s job postings. 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 Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Matters

FEBRUARY 28, 2019

employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” ” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations put a high priority on taking action based on Read More.

Feedback 265

Feedback Engagement Employee Engagement Study 265

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

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 494

B2B Culture Innovation Loyalty 494

Experience Matters

DECEMBER 22, 2014

.” He told me that if employees feel respected and taken care of, then they will treat the fans the way that the organization wants them to be treated (I couldn’t agree more, see our Employee Engagement Resources ). The Diamondbacks use several mechanisms to engage employees.

Culture 313

Culture Sports Employee Engagement Leadership 313

ECXO

MARCH 11, 2025

Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals. For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives.

B2B 255

B2B Strategy Customer Journeys Net Promoter Score 255

Experience Investigators by 360Connext

OCTOBER 6, 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.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Kerry Bodine

OCTOBER 11, 2021

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Medallia , a customer experience and employee experience feedback company.

Connections 227

Connections Employee Engagement Study Employee Experience 227

Help Scout

JULY 20, 2021

The core characteristics that make a company customer-oriented add up to the ability to fulfill the ultimate purpose of helping people, regardless of challenges along the way. Being customer-oriented is an approach in which, rather than solving for the business’s needs, the company solves the customer’s problems first.

Examples 145

Examples Company Strategy Effort Score 145

Experience Matters

MAY 8, 2020

One of the key goals of any Experience Management (XM) program needs to be employee engagement. This is not only a critical outcome for Employee Experience (EX) efforts, but it’s also a critical input to delivering great customer experience. So how can companies tap into this value? The post How Do You Engage Employees?

Engagement 211

Engagement Employee Engagement Brand Values Employee Experience 211

Michel Falcon Experience

JULY 16, 2021

… The post #07: How Companies Are Learning From Pro Sports to Lead Their Teams with Cody Royle appeared first on. To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here.…

Sports 167

Sports Company Employee Engagement Culture 167

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

OCTOBER 22, 2014

They are meaningful only if and when the company understands them as a whole inventory and as individual opportunities to improve the customer experience. In short, an examination of touchpoints is often entirely company-focused. I select this company. <- I use online chat to engage. Therein lies the problem.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. But by shifting how you manage your team, these issues can be easily resolved.

Tips 119

Tips Customer Service Company Knowledge Base 119

InMoment XI

DECEMBER 30, 2021

From an employee side, are you doing something beyond your classic employee engagement study. Do you have an employee pulse metric by division, region, or queue? Your company may not be doing this well enough and if that’s the case, it’s worth investigating. Watch the webinar to hear more!

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

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 Investigators by 360Connext

OCTOBER 29, 2014

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 Social Media Loyalty Consulting 303

InMoment XI

JULY 18, 2022

One example of this comes from an InMoment quick service restaurant (QSR) customer who has had great success by building an employee Facebook group to share success stories. This keeps employees engaged and aware of what is happening within the company, and helps to inspire them to create great experiences.

Feedback 369

Feedback Culture eBook Customers 369

Experience Investigators by 360Connext

OCTOBER 2, 2014

According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. Companies that committed to this include Zappos, Warby Parker and others who enjoy success year over year.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

InMoment XI

MAY 24, 2022

There are four distinctive signposts which serve as a guide up the employee experience maturity path, each one bringing organizations closer to their goal of optimal employee behavior and value as enterprise assets. 1: Employee Satisfaction. 1: Employee Satisfaction. 2: Employee Engagement.

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

CSM Magazine

MARCH 6, 2025

Power firm UK Power Networks has won the top prize for employee engagement strategy at the UK Institute of Customer Service’s prestigious annual awards. Judges liked the firm’s approach to staff retention and skills building, which achieves customer satisfaction as well as employee engagement.

Employee Engagement 52

Employee Engagement Engagement B2B Customer Satisfaction 52

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a company’s competitors after experiencing poor customer service. If your company is not delivering, you probably know it, even if it’s difficult to face the truth.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

GetFeedback

MARCH 22, 2019

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys. about half of U.S. In the U.K.,

Survey 186

Survey Employee Engagement Competitive Advantage Measurement 186

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