PeopleMetrics

MAY 13, 2020

Your goal is still to positively influence (and hopefully inspire) your employees. People don’t just want connection now, they need it. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. Topic: Employee Experience.

Employee Experience 116

Employee Experience Communication CEM e-support 116

eglobalis

AUGUST 13, 2024

By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. The emotional connection is further strengthened by Apple’s customer-centric approach and consistent quality. Their campaigns focus on the product’s capabilities and the experience it offers.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

InMoment XI

DECEMBER 1, 2022

Improving experiences begins with sifting out the noise from experience data and identifying the moments that matter: where customer, employee, and business needs meet. This allows businesses to prioritize their focus on high-emotion, high-impact areas and connect with their most valued customers. Industry Dominance.

Self Service 370

Self Service Analytics Automotive ROI 370

ShepHyken

NOVEMBER 3, 2024

Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes. Connect with Shep on LinkedIn.

Customer Service 70

Customer Service Loyalty Programs Entertainment Loyalty 70

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

ShepHyken

SEPTEMBER 10, 2024

If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. Connect with Shep on LinkedIn.

Employee Experience 146

Employee Experience Customer Service Training Culture Consulting 146

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Blake Morgan Customer Experience Futurist, Speaker and Author. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

TechSee

NOVEMBER 10, 2020

Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. If the technician needs assistance, he can transmit videos and images of technical issues from the field while consulting with a remote expert, eliminating the need for a repeat visit.

Self Service 207

Self Service Customer Service How To Contact Center 207

ShepHyken

DECEMBER 22, 2024

BONUS Our Top Stories of 2024 by Rachael Trickey (Call Centre Helper) All year round, our team have worked with industry experts across the world to bring you articles filled with the latest insights into Customer Experience, Employee Experience and Technology but whats been your favourite so far?

Customer Service 77

Customer Service Self Service Social Media Contact Center 77

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ECXO

APRIL 5, 2021

If someone can definitively show me where this has truly been achieved I will be delighted to quote it at every turn, well apart from huge consultancies who are of course very keen to push their clients into these 2-5 year ‘projects’ and pocket the associated fees with little or no risk or skin in the game themselves. Join ECXO today.

Strategy 156

Strategy Consulting Airlines Culture 156

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

ECXO

APRIL 12, 2021

A number of consultancies like McKinsey6 and Bain&Company7 offer services to firms aiming to link their strategy to delivering new and differentiated customer experiences. The post Customer Experience and Service Management; meeting along the Customer Journey appeared first on ECXO - European Customer Experience Organization.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

CX Journey

MARCH 17, 2016

Thus, technically, to build a customer-oriented business that is fully engaged in creating a delightful experience for your customers, you need to put your employees first. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers. And it’s not just studies that prove this connection.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I also realized that companies who continuously improve their customer experience can grow to become billion dollar companies. I knew that I needed to first cut my teeth before I became a consultant and keynote speaker.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. The 60-day plan focused on improving employee experience and behavior. Karen asked, “if something has been done one way for so long, why not try it another way?”

Airlines 176

Airlines Industry Strategy Customer Experience 176

Beyond Philosophy

SEPTEMBER 11, 2014

One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Blogs Employee Experience'

Banking 138

Banking Culture Employee Engagement CEM 138

CloudCherry

NOVEMBER 11, 2019

Janet Preteroti – AVP, Member Experience at Clearview Federal Union, and our 1 st place CX Champ (in the category of Practitioner). Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Brava, Janet!

Leadership 170

Leadership Consulting Video Government 170

Storyminers

FEBRUARY 20, 2017

There, I had done work in the first consulting practices to tackle customer experience and business design (adaptive enterprise). Undeterred by the significant corporate shifts, I wanted to continue doing customer experience and business design work, so I started Storyminers. We seek out conversations with real customers, too.

Brands 190

Brands Innovation Connections Customer Experience 190

ECXO

SEPTEMBER 15, 2022

The two ECXO panelists will be Joanna Carr , CX Consultant at Allegro and ECXO Ambassador and co-founder, and Ricardo Saltz Gulko , the MD of Eglobalis Information – Insight – Innovation and the Founder and Initiator of the ECXO.org movement. Read in the zoom connection. What will you learn from Colin? Join ECXO today.

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Resources 100

Resources Company Consulting Employee Experience 100

InMoment XI

FEBRUARY 8, 2024

Strategic Services Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. This training will help employees feel comfortable in their positions and achieve constant success.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Storyminers

FEBRUARY 20, 2017

There, I had done work in the first consulting practices to tackle customer experience and business design (adaptive enterprise). Undeterred by the significant corporate shifts, I wanted to continue doing customer experience and business design work, so I started Storyminers. We seek out conversations with real customers, too.

Brands 170

Brands Innovation Connections Customer Experience 170

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

InMoment XI

MARCH 14, 2023

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. What role does Experience Improvement play here, and how? Jim: How does customer experience play a role in how Avnet deals with global supply-chain challenges?

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Beyond Philosophy

OCTOBER 20, 2014

Employees are just like Customers in that they are at their best at work when they are Happy and Pleased. Happy and pleased as it applies to employees means fulfilled by their work and feeling like they are making a difference. Developing happy and pleased employees has a four-part formula: 1.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. In 1999, I was working as a thought leader and executive consultant at IBM. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting?

Trends 171

Trends Customer Experience Wireless Entertainment 171

Beyond Philosophy

OCTOBER 20, 2014

The Ball and Chain: These employees are risk averse and will seed any new idea with doubt, often playing the role as “devil’s advocate,” causing others in the organization to waffle on taking on new ventures. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 117

Culture CEM Effort Score Employee Experience 117

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. Look around you, the most profitable and admired companies obsess over their customer and employee experience. What’s the ROI?

Course 154

Course Training Competitive Advantage Employee Experience 154

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles.

Management 156

Management Social Media Groups Call Center 156

Customer Bliss

AUGUST 8, 2019

In The Power of Moments , Chip and Dan Heath ask you to think about the positive moments and experiences you’ve had in your life. They explain how these experiences are created because of four elements: elevation, insight, pride, and connection. Author, keynote speaker, and consultant, Chip R.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

ijgolding

APRIL 19, 2017

I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although all the tips are connected to each other in some way. Last month I shared 6 key questions related to the importance of engaging your people in improvement activity.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

BlueOcean

OCTOBER 8, 2021

So after pulling in customer service consultants, the company decided to minimize customer distress by installing the devices over a five-year period. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017.

Case Study 152

Case Study Airlines Conference Wait Times 152