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

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

BlueOcean

FEBRUARY 11, 2020

The Impact of Customer Effort on Customer Experience. When we think about delivering on customer expectations, we tend to think first about things like empathy, emotional connection, and effective resolution as core elements of a great customer experience. A Comprehensive Definition of Customer Experience.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177

Beyond Philosophy

MARCH 18, 2023

However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization. He wanted to know how to build an excellent Employee Experience.

Employee Experience 88

Employee Experience Leadership Customer Experience Resources 88

Experience Investigators by 360Connext

AUGUST 3, 2021

The scientific definition of a Positive Feedback Loop goes something like this: “A positive feedback loop is a system where one variable increases the quality of another variable which in turn increases the quantity/occurrence of the first variable.” Create a Positive Feedback Loop. ” Via ScienceTrends.com.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. When done right, employee feedback can affect real change throughout your organization. Deepening Connections Through Feedback. Increased engagement means developing deeper connections. Distractions abound.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

Experience Investigators by 360Connext

MARCH 8, 2021

But even if you don’t have those quite yet, you want to be sure everyone in your organization is defining and discussing customer experience with the same vocabulary! Path 1: Customer Experience 101. What DOES customer experience mean and why should we care? What does a seamless, easier experience look like for our customers?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

ShepHyken

OCTOBER 10, 2023

It’s the value provided in the customer experience. But, remember that your definition of this value is only good if it aligns with what customers want and hope for. Let’s talk about making price irrelevant. My good friend and fellow customer experience expert John DiJulius has often said, “Make price irrelevant.”

Culture 155

Culture Customer Service Training Employee Experience Course 155

ECXO

APRIL 12, 2021

To understand their perspectives, it is important to review the key concepts of service management and the customer experience. In this digital age with IT systems playing an increasingly vital role in providing service to the customer, the common definition of Service Management is currently determined by the international ITIL standard.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

ECXO

APRIL 5, 2021

In experience terms it sets an expectation that is only ever going to be classified as ‘failed to meet’ and undermines the credibility of CX/EX as key components of a business strategy. That just makes me happy! Want to see more articles like this? Join ECXO today. Have unlimited access to ECXO’s unrivalled content. Already a member?

Strategy 156

Strategy Consulting Airlines Culture 156

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

ECXO

APRIL 1, 2021

To understand how a surprise and delight strategy contributes to the customer experience, I will now break down the comprising elements; Customer experience, surprise & delight and strategy and explore their relationship to a customer’s experience. Want to see more articles like this? Join ECXO today. Become a member today.

Strategy 296

Strategy Exercises Study Customer Expectations 296

CX Journey

MAY 8, 2019

But if they change the focus, shift the mindset, to adopt Drucker's definition of the purpose of a business, to create and to nurture a customer, then things start to change. But when they put the focus on employees first, ensuring employees have a great experience, employees will then, in turn, deliver a great experience for their customers.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

CX Journey

MAY 16, 2018

This is the reason I'm revealing some of the most important hacks for creating a superior customer experience in this article. Hack #1: Customer Experience is a Reflection of Employee Experience In other words, if you can’t keep your employees happy, they won’t be interested in keeping your customers happy.

Customer Experience 167

Customer Experience Strategy e-support Knowledge Base 167

Storyminers

JANUARY 12, 2017

Shop your own business in every channel and get to know your customers and employees by having real, face-to-face conversations with them. Let what you see and hear influence your thinking and guide you to a new definition of what’s ‘right’ for your brand. How important is customer feedback as a component of customer experience?

Trends 171

Trends Customer Experience Wireless Entertainment 171

CX Journey

JANUARY 31, 2018

John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. And establish the burning platform.

CEM 164

CEM Management Government Culture 164

TechSee

AUGUST 14, 2023

In addition, he is the author of Definitely CX , the definitive reference and how-to guide for customer experience, the publisher of The CX Morning Brew , and host of CX Diaries podcast. Through his podcast, Nick inspires his audience to create exceptional customer experiences that drive business success.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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. I am not saying that it is wrong to have a clear understanding of what the business wants in its strategic definition – quite the contrary.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

SurveySparrow

JANUARY 1, 2021

The answer is simple: A wholesome Employee experience is an input for increased employee engagement at every stage of the employee lifecycle. Employee Experience is an employee’s perception of his journey with the company, right from the onboarding process to the final exit interview.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

Customers Rock!

MAY 5, 2011

I have definitely missed writing for all of you, and many of you have been encouraging me to get back out here and post. You also need marketing that connects with your current customers. blog was that I wanted to see 1) whether I enjoyed writing (I do) and 2) whether anyone else would enjoy reading what I wrote (you do!).

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity. Practice mindful leadership.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

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

inmoment

JUNE 28, 2019

At Forrester CXNYC, we presented an example of how we are empowering our client Massage Envy to be radically innovative by looking at their brand experience from both a customer experience and employee perspective finding the critical intersections. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Storyminers

JUNE 3, 2022

Shop your own business in every channel and get to know your customers and employees by having real, face-to-face conversations with them. Let what you see and hear influence your thinking and guide you to a new definition of what’s ‘right’ for your brand. How important is customer feedback as a component of customer experience?

Trends 147

Trends Customer Experience Wireless Entertainment 147

ShepHyken

SEPTEMBER 30, 2024

I always say, “A good CX starts with a good EX (Employee Experience),” and that is what Customer Service Week is all about: recognizing and appreciating the employees who get customers to say, “I’ll be back!” The author of this article shares ten ideas to motivate employees. The two are connected.

Customer Service 83

Customer Service Employee Experience Customer Service Training Loyalty 83

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. Connect with Nate on his platforms: Linkedin. the differences between introverts and extroverts in building connections.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Talkdesk

JUNE 8, 2020

An agent’s experience with your organization begins long before they start answering calls and resolving customer demands. Most definitions of employee experience include several stages that usually begin with attraction and recruitment. These definitions have one thing in common: the importance of onboarding.

Contact Center 85

Contact Center Policies Employee Experience Connections 85

InMoment XI

FEBRUARY 1, 2024

Emotion detection helps businesses tailor their responses and strategies to align with customer emotions, enhancing personalized customer experiences and building stronger emotional connections with the brand. For businesses considering Spotlight : How are you currently gathering and interpreting customer and employee feedback?

Analysis 195

Analysis Social Media Analytics Loyalty 195

Stella Connect

NOVEMBER 16, 2021

It would be an understatement if I said that 2021 has been a challenging year when it comes to employees – remote work , returning to the office, finding jobs, changing jobs, finding employees, ghosting, turnover, wages, raises, the Great Resignation, and on and on. Let me start by defining employee experience.

Culture 100

Culture Employee Experience Study Customer Centricity 100

CX Journey

MARCH 7, 2018

Without employees, you have no customer experience. But definitely need to start with listening to them.” There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. It all started with a tweet. (to

Engagement 130

Engagement Employee Engagement Feedback Employee Experience 130