TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Qualtrics

AUGUST 6, 2021

It’s intuitive, the employee experience is both rapidly changing and hyper-local. In other words, each interaction on a personal level has an impact on whether your current experience is positive or negative. This creates a feedback loop where the org cycles over and over again on employee engagement or experience in general.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

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

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Connect with Gregg on his platforms: Website. Where followers fit in good leadership. How trust is an outcome, not a value of leadership.

Leadership 52

Leadership Culture Exercises Airlines 52

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

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. These employees aren’t leaving their jobs, but they’re also no longer willing to make work the central focus of their lives. How do they do it?

Management 114

Management Employee Engagement Culture Leadership 114

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Press 1 For Nick

JANUARY 13, 2021

This article will cover the following: What business continuity must include in today’s environment Prioritizing employees The continued importance of the customer experience. BUSINESS CONTINUITY DEFINITION. This pandemic has definitely battle tested the maturity of BC plans. Business Continuity: withstanding change.

Connections 52

Connections How To Policies Communication 52

ShepHyken

MARCH 18, 2024

They no longer compare you to direct competition but to the best experience they have from any company or brand. How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience.

Customer Service 80

Customer Service Government Employee Experience Video 80

VDS

JULY 22, 2020

Prioritizing employees. The continued importance of the customer experience. BUSINESS CONTINUITY DEFINITION. This pandemic has definitely battle-tested the maturity of BC plans. Since employees are working from home, investments in videoconferencing and collaboration software are essential for everyone.

Connections 52

Connections How To Contact Center Policies 52

Lumoa

MARCH 21, 2023

I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Alida

APRIL 27, 2018

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

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

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 Policies 100

Integrity Solutions

SEPTEMBER 22, 2022

Simply adding more people to the team won’t deliver the scalability and dividends you’re looking for if your sales leaders aren’t willing to put in the work to create a culture of safety and empowerment that inspires confidence, continual development and genuine human connections. People need that human connection.

Leadership 23

Leadership Sales Culture Exercises 23

Integrity Solutions

JULY 31, 2024

The connection between employee experience and customer experience has been well-established , and the context of that experience has widened as remote working and selling have become more entrenched. People want to work where there’s a connection between their personal values and what the company stands for.

Sales 67

Sales Culture Competitive Advantage Training 67

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI.

Culture 114

Culture Customer Service Leadership Airlines 114

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. Strong leadership : I think this is my favorite. You can''t be a Best Employer if you don''t have strong leadership that gets it.

Company 80

Company Employee Engagement Leadership Employee Experience 80

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” Not generally.

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

Thematic

MAY 5, 2024

Qualtrics X4 Summit is the most attended customer and employee experience event. This was my second time, and again it’s definitely been worthwhile! With his connections, he brings the world's biggest celebrities to speak at the summit. So these tools would definitely benefit from an AI revamp.

NPS 48

NPS Airlines Analysis Software 48

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

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. If company leadership isn't on board with the change, then forget it; it won't happen. You'll have to appeal to both the rational and the emotional sides of their brains.

CEM 164

CEM Management Government Culture 164

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 Innovation 130

Experience Investigators by 360Connext

OCTOBER 13, 2020

Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. That is oversimplifying customer experience, but for the sake of a definition, it works.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Russel Lolacher

OCTOBER 31, 2022

Connect with, and learn more about, Erin on her platforms: . The connection humour and joy have to mental health. What’s your best or worst employee experience, Erin? What was the connection for mental health to humor and even deeper joy? So let’s first connect what you’ve seen.

Culture 98

Culture Leadership Connections Consulting 98

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

Customer Bliss

NOVEMBER 29, 2016

It’s only about a 25-minute interview, so if you have time en route to a holiday happy hour, I’d definitely give it a full listen. What sets Donna apart is that she has charted her path by rising through a variety of leadership, operational and revenue generating roles in highly regulated and uniquely challenging industries.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie. If a career transition is one of your goals, definitely give this whole episode a listen. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

InteractionMetrics

DECEMBER 13, 2023

Moreover, it takes sound data to craft DEI programs that meet employees’ preferences and needs. DEI: Definitions Definitions matter. DEI stands for Diversity, Equity, and Inclusion, three connected goals that many companies value. Inclusion refers to how your employees experience their jobs and company culture.

Survey 52

Survey Tips Data Culture 52

Russel Lolacher

APRIL 17, 2023

A few reasons why she is awesome — she is the senior director of population health communications at Mount Sinai Health System with more than 30 years of experience in the communications field. But before we get there, we have to start here, which is the first question, which is what’s your best or worst employee experience, Lisa?

Communication 52

Communication How To Leadership Meeting 52

Customer Bliss

AUGUST 23, 2018

5 Steps to CX Management in the First 3 Months of Your Leadership Role. The role of head of customer experience hadn’t existed before, so Anand had a lot of work cut out for him. You’ve really got to connect all of these different dots so you can know how to prioritize your efforts.

Transportation 129

Transportation Industry Management Guidelines 129

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented.

Leadership 98

Leadership Government Employee Experience Innovation 98

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

SurveySparrow

JULY 12, 2022

Amazon’s core competencies include: Cost leadership : Offering items that fit the customer’s budget – often at a better quality than what’s available offline. Leadership skills : Business acumen, strategic thinking, comfort with ambiguity, etc. Leadership competencies represent effective leadership within a company.

Examples 52

Examples Roadmap Leadership Survey 52

Russel Lolacher

SEPTEMBER 27, 2022

Fun fact: he’s the oldest of five so he’s been doing the leadership thing for a while. Connect with Reagan on his platforms: Linkedin. As a new leader, where to look for examples of leadership. What triggers someone to understand the importance of modelling good leadership. When to start demonstrating your leadership.

Examples 52

Examples Leadership Training Conference 52

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. What is your best or worst employee experience you can share with us, Garry? So I did a master’s degree in leadership.

Culture 52

Culture Leadership Employee Engagement Consulting 52

Michel Falcon Experience

MARCH 10, 2019

As leaders, we generally make it hard on ourselves to manage our employees and the outcome is a poor experience for our team members which negatively impacts their perception of you as their leader and paralyzes their morale and performance. I’ve come a long way in my leadership ability to manage a team.

Tips 112

Tips Management Culture Employee Engagement 112

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 88

Airlines Travel Loyalty Customer Satisfaction 88