InMoment XI

MARCH 2, 2022

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 195

Culture Connections Company Leadership 195

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

West Monroe

OCTOBER 3, 2023

In the process, outsourcing can improve job satisfaction and engagement among existing employees by offloading rote tasks—or relieving elongated to-do lists—and creating new opportunities for workers to take on more strategic, higher-value responsibilities. Keep employee experience front and center.

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

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

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. Let’s jump into the interview then.

Employee Engagement 52

Employee Engagement Engagement Employee Experience Survey 52

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. The second examined the retail experience of 40,000 Customers.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

West Monroe

OCTOBER 3, 2023

In the process, outsourcing can improve job satisfaction and engagement among existing employees by offloading rote tasks—or relieving elongated to-do lists—and creating new opportunities for workers to take on more strategic, higher-value responsibilities. Keep employee experience front and center.

Employee Experience 40

Employee Experience Government Healthcare Engagement 40

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! Top Employee Engagement Software#2: SurveyMonkey.

Employee Engagement 75

Employee Engagement Software Engagement Culture 75

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

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.

Employee Engagement 80

Employee Engagement Engagement Resources Groups 80

eglobalis

NOVEMBER 3, 2024

This involves empowering employees at all levels to propose, test, and iterate on new ideas without the fear of failure—a principle that supports a culture of continuous improvement and responsiveness. When employees have both the tools and the freedom to make meaningful contributions, they’re more invested in the outcomes.

B2B 427

B2B Culture Innovation Loyalty 427

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. You will need to reach out for a consultation first.

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 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. Rules of Engagement. In looking at the progression from satisfaction to engagement to advocacy, we have examined research conducted over the past three decades.

Company 195

Company Communication Culture Employee Experience 195

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

CX Journey

MARCH 17, 2016

Discover the importance of employee engagement and happiness in driving customer delight. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers. In other words, the higher the level of employee engagement, the better the ratings from customers.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

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. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

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

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For employees, you might need to reimagine the onboarding or recruiting journey to better serve a remote workforce’s expectations.

Customer Journeys 98

Customer Journeys Employee Experience Omni-Channel Employee Engagement 98

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. Here’s what we found: The Business Case for a Great Employee Experience. This CXpert brought together the latest, greatest research on the impact of creating an excellent employee experience in this informative article. Annette Franz Gleneicki || Customer Think.

Employee Experience 40

Employee Experience Customer Experience Social Media Employee Engagement 40

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

CX Journey

JANUARY 9, 2018

I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. I look forward to sharing the link to a webinar I recorded just before the holidays that's all about culture and employee experience.

Strategy 0

Strategy Culture Employee Experience Leadership 0

SurveySensum

FEBRUARY 26, 2024

Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. This is why you need employee pulse survey tools. Well, scroll down and find out the top 10 picks for employee pulse survey tools for 2024!

Tools 52

Tools Survey Employee Engagement Culture 52

SurveySensum

SEPTEMBER 24, 2024

CX Consultation : If you are new to customer experience management and need a bit of guidance to get started, then Numr is not an ideal tool for you as the tool doesn’t provide CX consultation for top CX experts.

Feedback 52

Feedback Management Touchpoint Analytics 52

Beyond Philosophy

JUNE 7, 2019

This episode of The Intuitive Customer dives into Colin’s new book on the subject ‘Happy People Make Happy Customers’ and we explain why the experience you provide your employees is just as critical as the one you want to deliver to customers. Many companies do an excellent job of this.

Employee Experience 115

Employee Experience Consulting Employee Engagement Customers 115

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. You must line up the external experience to the internal one.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

CloudCherry

NOVEMBER 11, 2019

Lisa Vander Weide – Enterprise Client Success Lead at Smile.io, whose “empathetic nature” comes through there on the front line, where she’s working directly with customers AND impacting the employee experience. Becky Roemen – Senior CX Consultant at TTEC, and our 2 nd Place CX Influencer. We’ll toast to that!

Leadership 170

Leadership Consulting Video Government 170

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Resources 100

Resources Company Consulting Employee Experience 100

CSM Magazine

SEPTEMBER 12, 2024

Jim Fleming, WFM Solutions Consultant at Sabio Group, looks at the benefits. Enhanced Employee Performance and Engagement An effective WFM system doesn’t just benefit the company but also improves the employee experience. About the Author Jim Fleming is the WFM Solutions Consultant at Sabio Group.

Management 52

Management Self Service Effort Score Groups 52

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

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

Adrian Swinscoe

NOVEMBER 22, 2024

I had a fascinating discussion with Dan Bennett, Senior Partner, Head of Behavioural Science at Ogilvy Consulting, the other day, where he introduced me to the […] The post Is channel snobbery holding back brands’ customer experience efforts? first appeared on Adrian Swinscoe.

Brands 59

Brands Customer Experience Consulting Customers 59

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

ijgolding

SEPTEMBER 7, 2015

Stefan Osthaus is a hugely knowedgable Customer and Employee Experience Specialist. Like myself, Stefan’s background as a practitioner – responsible for thousands of people all over the world for Symantec – gives him an undeniable authority to talk, guide and consult on his subject. How the GPI is calculated.

Net Promoter Score 120

Net Promoter Score NPS Measurement Employee Experience 120

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132