ShepHyken

SEPTEMBER 10, 2024

If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. It won’t hurt. It’s not like you have a choice.

Employee Experience 148

Employee Experience Customer Service Training Culture Consulting 148

Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Customer experience is directly connected to employee experience.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. 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

CX Journey

JANUARY 23, 2019

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Happy employees lead to happy customers. Big mistake.

Culture 94

Culture Leadership Customer Centricity Airlines 94

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

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. It’s about running your organization as though you are the customer.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

West Monroe

OCTOBER 3, 2023

Importantly, adding these capabilities can improve the employee experience by giving existing workers exciting new tools and insights that can help them do their jobs better—as well as new avenues for growth, advancement, and skill development. Keep employee experience front and center. Read More

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Survey Employee Engagement 52

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience. He also runs CX Brussels ( www.cx-brussels.be

Employee Experience 52

Employee Experience Government Banking Customer Centricity 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. The ingredients in properly changing a culture. What is your best or worst employee experience you can share with us, Garry?

Culture 52

Culture Leadership Employee Engagement Consulting 52

Support EXP

NOVEMBER 23, 2023

How do you know when to act to keep hotspots and tensions in workplace culture from harming your customer experience – and your bottom line? An inarguable (and often inconvenient) fact is that a great customer experience (CX) begins with a great employee experience (EX).

Culture 52

Culture Net Promoter Score NPS Competitive Advantage 52

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

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

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. I hope you can join us!

Customer Centricity 52

Customer Centricity Culture Employee Experience Leadership 52

Lumoa

FEBRUARY 7, 2023

“Lumoa will support our strong CX culture by helping us to deliver valuable customer insights right across the business because there is no limit to the number of people we can onboard under the same plan. Culturally and functionally, Lumoa is an obvious and ideal long-term partner for Shawbrook Bank.”

Banking 195

Banking Feedback Management Culture 195

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. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Company 195

Company Communication Culture Employee Experience 195

West Monroe

OCTOBER 3, 2023

Importantly, adding these capabilities can improve the employee experience by giving existing workers exciting new tools and insights that can help them do their jobs better—as well as new avenues for growth, advancement, and skill development. Keep employee experience front and center. Read More

Employee Experience 40

Employee Experience Government Healthcare Engagement 40

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience. Business owners need to treat their employees how they would like them to treat customers. The 8 skills required by any CX team are: Strategy.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

APRIL 5, 2021

If someone can definitively show me where this has truly been achieved I will be delighted to quote it at every turn, well apart from huge consultancies who are of course very keen to push their clients into these 2-5 year ‘projects’ and pocket the associated fees with little or no risk or skin in the game themselves. Join ECXO today.

Strategy 156

Strategy Consulting Airlines Culture 156

InMoment XI

FEBRUARY 8, 2024

Strategic Services Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. This training will help employees feel comfortable in their positions and achieve constant success.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

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. A universal approach doesn’t work because customer behaviour, expectations, business models, and local cultural nuances vary widely across sectors.

Customer Experience 340

Customer Experience Customer Journeys Case Study Innovation 340

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.

Strategy 0

Strategy Culture Employee Experience Leadership 0

ECXO

JUNE 6, 2022

Gilmore wrote the best-selling book The Experience Economy: Our 3 Moderators for such a Special event: Joanna Carr Joanna is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway. Pine and his partner James H. He’s also the ECXO.org co-founder. Join ECXO today.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 60

Employee Experience Culture Customer Journeys Employee Engagement 60

Beyond Philosophy

SEPTEMBER 11, 2014

Bezos recognized that the idea was good and put them to work on it—even though it came from a lower-level employee that hadn’t worked there long. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Blogs Employee Experience'

Banking 138

Banking Culture Employee Engagement CEM 138

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. She is a firm believer of Employee Experience. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

Lumoa

MAY 5, 2022

In addition, you must have employees who are committed to creating a good performance culture. You should also be willing and able to experiment at a fast pace. Turn words into concrete actions and build a CX culture with committed people throughout the business. They will help to improve both engagement and decisions.

Strategy 259

Strategy Customer Experience How To Consulting 259

ShepHyken

JULY 5, 2021

Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire. MarTech Series) A new national employee survey from Eagle Hill Consulting finds that 64 percent of U.S.

Customer Service 156

Customer Service Loyalty Programs Hotels Infographics 156

CX Journey

MARCH 21, 2018

Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header. Consultants, but just keep associated costs in mind under this header.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

InMoment XI

MARCH 14, 2023

So when you put that through a CX lens, I would say in this industry, what we’ve learned is that it’s imperative to understand global and cultural norms and how people get work done on a day-to-day basis in different cultures. Jim: Since Avnet is a global company, you have many different cultures to navigate. That’s a Wrap!

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Qualtrics

APRIL 30, 2019

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. The employee can decide when/where/how to have this experience and then let us know what they learned.

Consulting 37

Consulting Customer Success Customer Experience Culture 37

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. What can be done to promote a customer-centric culture in the workplace? Here’s what we found: The Business Case for a Great Employee Experience. She demonstrates that there is a direct link between employee engagement and business outcomes. Click here!

Employee Experience 40

Employee Experience Customer Experience Social Media Employee Engagement 40