SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management Culture Touchpoint 52

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Make sure your customer support channels are more responsive, providing customers an opportunity to love staying connected to you.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Experience Investigators by 360Connext

DECEMBER 15, 2023

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 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Ultimately, a positive employee experience translates into customer experience.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. How are their questions answered?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

InMoment XI

AUGUST 19, 2024

For example, a great customer experience might not immediately result in increased revenue but could lead to sustained customer loyalty and higher lifetime value over time. million customer connections. To continuously improve their customer experiences, the brand partners with InMoment and focuses on and ROI driven strategy.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Comm100

FEBRUARY 6, 2023

Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected.

Financial 211

Financial Trends Self Service Customer Experience 211

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success. This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Business owners need to treat their employees how they would like them to treat customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Every piece of customer communication is a chance to connect.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

InMoment XI

SEPTEMBER 14, 2023

The Connection Between Customer Experience and Reputation Customer experience is intrinsically linked to reputation management. A positive customer experience can significantly bolster your brand’s reputation. A single tweet or a Facebook post can go viral, causing irreparable damage to a brand’s reputation.

Brands 195

Brands Management Social Media Effort Score 195

CSM Magazine

MAY 14, 2024

Avaya’s innovation roadmap includes using AI and analytics to orchestrate exceptional customer journeys by harnessing data from interactions across multiple vendor touchpoints and applications, and using these to intelligently streamline customer experiences, drive efficiency, and deliver superior outcomes.

Self Service 52

Self Service Healthcare Employee Experience Customer Journeys 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. Start a spreadsheet listing each tool, what it’s used for, what other tools it connects to, and what features it offers. And this journey starts before they’re even a customer.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

ShepHyken

JUNE 30, 2024

Take This Radical Approach to Customer Retention to Boost Employee Morale — And Your Profit by Christine Park (Entrepreneur) Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. I love that!)

Customer Service 83

Customer Service Retail Customer Retention Loyalty 83

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. The reason? McKinsey puts the figure at 90%.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Hello Customer

APRIL 2, 2020

A standard Hello Customer process uses an API connection or an FTP upload to connect your customer data with our system. Uploading your employee data isn't a daily process, so you don't need all this and you can just do a one-off upload from an excel sheet. In touchpoint settings, you can just find "upload via excel".

Employee Engagement 94

Employee Engagement Measurement Engagement Touchpoint 94

ShepHyken

JUNE 27, 2023

Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Is every touchpoint our customers experience with us optimized for ease and efficiency? Connect with Shep on LinkedIn.

Exercises 128

Exercises Touchpoint Customer Service Training Customer Service 128

ShepHyken

AUGUST 11, 2024

The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty. And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. Connect with Shep on LinkedIn.

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

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

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. The traditional 5-6 pillar model of CX education was created to give professionals a structured approach to understanding customer experience.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

Experience Investigators by 360Connext

DECEMBER 17, 2019

6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers. 4: How the Most Important Touchpoints Get Ignored, And How to Fix It. How can we take on the impossible list of touchpoints ?

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

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 86

Customer Service Government Employee Experience Video 86

BirdEye

MARCH 10, 2022

Customers are more connected with each other than ever and can find businesses that serve their needs in minutes, if not seconds. In such an environment, the businesses that win are those who deliver superior customer experiences from the very first touchpoint. Chapter 1 The importance of customer experience.

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

ClearAction

JUNE 25, 2023

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? That’s a huge disadvantage for experience management.

Leadership 62

Leadership Touchpoint Course Employee Experience 62

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. The danger is an automated experience can commoditize the company. Often, it’s the human and emotional connections that drive repeat business and loyalty.

Rewards Programs 86

Rewards Programs Customer Service Loyalty Programs Loyalty 86

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. This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints.

Analysis 195

Analysis Social Media Analytics Loyalty 195

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Your purpose should be the north star that guides your customers and employees experience. Be consistent.

B2B 357

B2B Brands Innovation Government 357

Experience Investigators by 360Connext

JUNE 30, 2020

There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Accessibility is the experience. Connection, in all its forms, is still critical. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Accessibility is the experience. Connection, in all its forms, is still critical. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Qualtrics

AUGUST 11, 2021

Many companies use annual employee surveys to gauge how connected their people feel towards the workplace, but few go beyond this to improve engagement. Globally, only one in two employees feel engaged in their work. .

Employee Engagement 26

Employee Engagement Employee Experience Banking Engagement 26

Experience Investigators by 360Connext

MARCH 8, 2021

Stress the importance of how the customer experience is about how you show up not just at transactional points in the journey, but at every touchpoint. It’s also how you show up as employees for one another! What does a seamless, easier experience look like for our customers? HOW will learning affect customers?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CloudCherry

NOVEMBER 9, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150