Experience Investigators by 360Connext

NOVEMBER 5, 2014

Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. More Posts - Website Follow Me: The post How Employees Own the Customer Experience with Workplace Book Clubs appeared first on Customer Experience Consulting.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

DECEMBER 17, 2014

Do they to reflect a customer-centric culture? Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc. More Posts - Website Follow Me: The post 15 Ways To Rock Customer Experience in 2015 appeared first on Customer Experience Consulting.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

ECXO

JUNE 11, 2024

Personalized Learning and Development AI-driven personalized learning paths and continuous feedback mechanisms are revolutionizing employee development. By tailoring learning experiences to individual needs and career aspirations, AI fosters a culture of continuous improvement and skill acquisition.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking Loyalty Culture Social Media 286

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

SEPTEMBER 28, 2016

However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.

Employee Engagement 110

Employee Engagement Engagement Consulting Loyalty 110

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Customers want to know your culture. Customers want to know them even more, so their stores are reflective of their fun and playful culture. Customers want to be a part of the culture they’ve created. Our schedules are packed and we want to know we can interact on our terms. Customers want to discover.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

Experience Investigators by 360Connext

OCTOBER 29, 2014

Do we live in a throwaway culture? Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Calabrio

JUNE 29, 2020

I believe the work we have done as a collective Calabrio team to create a culture of collaboration, sharing, inclusion and innovation is the foundation of our 2020 Top Workplace ranking. . At the onset of the pandemic, we immediately looked for ways to use technology to empower our global employees.

e-support 264

e-support Culture Employee Engagement Innovation 264

Experience Investigators by 360Connext

JANUARY 27, 2017

More and more studies show how important the link between employee experience and customer experience really is. The post Are Your Employees Engaged to Tell You the Truth? appeared first on Customer Experience Consulting. And innovation is one […].

Employee Engagement 110

Employee Engagement Engagement Consulting Innovation 110

Experience Investigators by 360Connext

OCTOBER 16, 2014

Underscoring cultural or contextual stereotypes and not even realizing it. Consider the -isms and -ia that might be alive and well within your culture. Language, culture and community are nuanced and living organisms. Consider this: Showcasing images representing one kind of person only – in stock photos.

Social Media 259

Social Media Culture Consulting Communication 259

InMoment XI

OCTOBER 5, 2022

The reverse is also true: When employees are not satisfied, they become liabilities to your brand. The question is, then, “What is the critical element to helping employees engage in their work?” It’s called motivation, and you can’t have engagement without it. Areas of Staff Motivation to Keep in Mind.

How To 370

How To Feedback Customer Centricity Strategy 370

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. I became a marketing consultant!! Is it really possible to measure customer culture? Tell me a little about your background? What happened next?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. More Posts - Website Follow Me: The post 5 Customer Experience Fails that Make Entrepreneurs Suffer appeared first on Customer Experience Consulting.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. It soon became a bestseller and has been translated into eight languages. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Culture 112

Culture Effort Score Leadership Conference 112

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. How toxic is your culture?

Culture 110

Culture How To Leadership Social Media 110

The DiJulius Group

MAY 6, 2020

1. Customer Service Feature Story How to Go From Good to Great Employee Engagement By Jess Pischel, CX Consultant Employee engagement and employee satisfaction have two very different meanings, although the two words are often used interchangeably. Read Full Article.

Employee Engagement 92

Employee Engagement Engagement How To Consulting 92

InMoment XI

SEPTEMBER 20, 2022

Companies want to keep employees happy and reduce turnover, of course, but it was found that programs and strategies that support improved satisfaction can often result in demoralized staff – especially among employees who either want to perform at higher levels or are unmotivated to contribute more. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience. they don't.

Strategy 0

Strategy Culture Employee Experience Leadership 0

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

OCTOBER 24, 2020

” While these elements are fundamental to your success, affecting a real culture change at your organization is vital to achieving the customer-driven growth you hope to inspire. This episode of The Intuitive Customer shares our five rules for affecting real culture change. What Are The Five Rules? ” Lead from the top.

Culture 97

Culture Employee Engagement Consulting Communication 97

InMoment XI

DECEMBER 16, 2021

Although satisfied employees are generally supportive of the business and what it represents, they likely won’t go beyond doing the basics of their job descriptions. Rules of Engagement. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Company 195

Company Communication Culture Employee Experience 195

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. This practice became a habit at Amazon, part of their corporate culture. CTO Werner Vogels explains: “It’s very important to have a culture where everybody understands what the core values of the company are. We want to be the most customer-centric company on the planet.”

Employee Engagement 59

Employee Engagement Customer Centricity Engagement Culture 59

SurveySparrow

MAY 21, 2019

That said, I invite you to go through this list of the best employee engagement software. After all, you need to engage and motivate your people to get A’s not Zzzzzz’s. I’ve listed the top tools to measure employee engagement so as to make the choice easy for you! Culture Amp. Yeah, thank me later.

Employee Engagement 75

Employee Engagement Software Engagement Culture 75

Customer Bliss

AUGUST 10, 2018

It plays a role as war room where we work as a team to focus on our customer experience challenges and present ideas to leadership for improvement, and it plays a key role in how we onboard new employees and exemplify our culture around the customer. We are also using our customer room as a cultural space to onboard new employees.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

CX Journey

JULY 21, 2015

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. But I've been there.

Employee Engagement 80

Employee Engagement Engagement Resources Groups 80

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. This practice became a habit at Amazon, part of their corporate culture. CTO Werner Vogels explains: “It’s very important to have a culture where everybody understands what the core values of the company are. We want to be the most customer-centric company on the planet.”

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Culture 54

Experience Investigators by 360Connext

OCTOBER 2, 2018

It can be uncomfortable but also incredibly effective in changing a culture from the inside-out. But the irony, of course, is that the very places that want these types of leaders often already live in a data-centric culture. appeared first on Customer Experience Consulting. What will we do to make sure they really like it?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. As Customer Experience consultants, we believe in servant leadership.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

BlueOcean

AUGUST 7, 2018

If time is of the essence but you do have the luxury of a larger budget, hiring a consultant to narrow down a list of participants is also a valuable tactic. Once that list is assembled, you don’t have to keep that consultant around for the rest of the process. Finally, there’s the good ol’ fashioned approach of Googling.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

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. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Employee engagement is the latest buzz phrase in the industry.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60