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

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

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why?

Leadership 62

Leadership Touchpoint Course Employee Experience 62

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 233

Customer Experience Leadership Innovation Roadmap 233

eglobalis

NOVEMBER 12, 2024

If you enjoyed this practical article and would like to stay connected, feel free to connect with me on LinkedIn. Last Articles: Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership [link] Stuck in an Outdated CX Framework?

Customer Centricity 434

Customer Centricity Strategy B2B Feedback 434

Integrity Solutions

DECEMBER 21, 2022

Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. Effective leadership development is like following a tried and true recipe; the core ingredients have to be there and they have to be high-quality. The Secret Sauce of Effective Leadership Development.

Leadership 85

Leadership Culture Competitive Advantage Employee Engagement 85

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

e-support 445

e-support Innovation Customer Centricity Loyalty 445

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Keys to employee experience and customer experience are essentially understanding and meeting expectations. Build Connections.

Employee Experience 71

Employee Experience Customer Experience Leadership Exercises 71

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

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

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

AUGUST 19, 2024

Moreover, businesses that prioritize customer experience invest heavily in it, with an average of 12 dedicated budget lines. Measuring the success of CX initiatives and sharing insights with your team and leadership is vital to continually improving and achieving these results. How to Prove CX ROI to Leadership?

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Customer Bliss

JUNE 20, 2019

He went to numerous Y branches and spent half a day in uniform, checking people in at the front desk, walking around the pool deck with the lifeguard, and getting a feel for the employee experience on the ground. All of the things to help maximize the experience. Build Bridges to Connect With Your Team.

Employee Experience 128

Employee Experience Culture Customer Experience Customer Journeys 128

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: . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

ECXO

MARCH 20, 2024

Natalie Petouhoff Subscribe directly on Linkedin: [link] The European Customer Experience Organization (ECXO) is thrilled to announce our upcoming session on the Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff , a Global AI + Empathy Adviser.

Case Study 156

Case Study Customer Centricity Leadership ROI 156

BlueOcean

JULY 2, 2024

Their smaller size naturally allows you closer access to their leadership team (at Blue Ocean, our president and senior leadership team attend every client QBR) and more opportunity for customizing your program. One of our clients was with a Big Four provider for more than two decades.

Contact Center 156

Contact Center Customer Care Wait Times Leadership 156

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 370

Customer Experience Social Media Employee Experience Roadmap 370

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about. Absolutely.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Leadership and Loyalty. So what is the secret to fostering employee loyalty and preventing employee turnover?

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

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

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. Their programs emphasize leadership alignment, operational efficiency, and proactive CX strategies that integrate marketing, sales, and service.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

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

ECXO

FEBRUARY 14, 2022

Whether your organization is thinking about developing your brand awareness around CX in Europe, connect and partner with a real multicultural and diverse customer experience organization. That aims to impact the present and future of CX Leadership. Then let’s talk and grow together. Want to see more articles like this?

Culture 296

Culture Case Study Employee Experience Innovation 296

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Qualtrics

NOVEMBER 20, 2020

And beyond that, it’s connected up the dots to see how improving employee experience can impact customer retention and satisfaction. Now we’re using these insights as a powerful blueprint for delivering for employees and customers,” says the company’s head of colleague experience. Starting with the employees.

Employee Experience 26

Employee Experience Banking Connections Customer Experience 26

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You helped other leaders communicate how their team goals were connected to CX success. .

Resources 369

Resources Customer Journeys Video Customer Experience 369

Think Customers

NOVEMBER 2, 2022

The customer experience landscape is always changing, but one constant remains: the need for an energized and engaged workforce. Amazing brand experiences are powered by people, and great employee experiences lead to seamless customer experiences. The employee experience and customer experience are so connected.

Leadership 52

Leadership Self Service Culture Employee Experience 52

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . 7 Customer Experience Insights You Can Apply to Your Organization. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

OCTOBER 2, 2024

It requires a strategy and solid foundation to systematically improve the customer experience. Without a centralized strategic vision and approach, customers are the ones who suffer with inconsistent experiences. These lead to higher service costs, poor employee experiences, and fewer purchases overall! Measurement.

Consulting 143

Consulting Customer Experience Customer Journeys Leadership 143

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

ECXO

JUNE 11, 2023

Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience.

Customer Experience 356

Customer Experience Customer Centricity Competitive Advantage Government 356

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

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. And we provide access to every level of leadership at the same time” Brian explains. Learn More.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

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

Adrian Swinscoe

SEPTEMBER 16, 2024

Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.

Insurance 59

Insurance Chief Customer Officer Loyalty Connections 59

Forrester's Customer Insights

DECEMBER 13, 2021

Photo by Tobias Mockenhaupt on Unsplash The Fundamentals of Visionary Leadership – Continuity, Novelty And Transition Successful leaders inspire, motivate, and encourage their employees. The leader points the way to the future and […].

Leadership 48

Leadership Strategy Connections Communication 48