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. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

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

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

CloudCherry

NOVEMBER 11, 2019

According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program. Now, that’s what we’re talking about! We’ll toast to that!

Leadership 170

Leadership Consulting Video Government 170

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

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

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

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

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

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

Adrian Swinscoe

JANUARY 5, 2024

Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil […] The post Are you doing change to people or with people?

Culture 45

Culture Consulting Innovation Management 45

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

Beyond Philosophy

DECEMBER 20, 2017

If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

Call Experts

JANUARY 15, 2020

As per “The future of work 2020” report, HR departments must focus on People and Performance to enhance overall employee management and productivity. . HR departments can be passive in their innovations related to modernization through technology. Ensuring personalized employee service experiences through the latest gadgets.

System 72

System Contact Center Call Center Customer Journeys 72

Customer Bliss

AUGUST 23, 2016

Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. He led numerous client engagement teams around the globe including financial services, insurance, healthcare, pharmaceutical, and automotive companies in Europe, the Middle East, Asia, and the United States.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Beyond Philosophy

NOVEMBER 14, 2017

In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. This is what I’ve often described as embedding employee ambassadorship in the enterprise DNA, and connecting the employee experience with the customer experience.

Airlines 87

Airlines Culture Consulting Leadership 87

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

SurveySparrow

DECEMBER 27, 2020

There needs to be a lot of innovativeness and creativity to create the feeling that everyone is part of the same team. Creating a new employee experience plan. When a new employee joins the company, they go through a various number of motions before they are set to start working. HR Trend #2.

Trends 92

Trends Leadership Analytics Employee Experience 92

Adrian Swinscoe

FEBRUARY 28, 2024

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.

Consulting 52

Consulting Customer Experience Customer Focused Employee Engagement 52

Qualtrics

SEPTEMBER 9, 2021

If you ask nearly any HR practitioner or consultant where they go to find the most timely, valuable, and accurate information to help them do their job, the answer will be SHRM. SHRM’s Business Solutions portfolio includes the Employee Engagement Survey and Thrive 360 , two products geared toward helping organizations transform.

Conference 26

Conference Employee Engagement Leadership Policies 26

Pink Guava

APRIL 26, 2020

Strategy or Innovation - How are you doing as a company with your customers and all the stakeholders, included? Is it the work from home or specific ways like contact less deliveries, operating with new technologies or working to see through innovations? Employee experience through engagement for loyalty is being built in these times.

Social Media 84

Social Media Financial Innovation Employee Engagement 84

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Vevox Vevox stands out as an effective solution for effortlessly gathering opinions from employees.

Tools 52

Tools Feedback Analysis Survey 52

SurveySparrow

DECEMBER 15, 2020

How satisfied employees are with their jobs plays a key role in their overall well being. Satisfied employees tend to be more productive, boosts up the team morale and are more likely to come up with innovative ideas. In short, Employee satisfaction is an important metric that indicates the overall health of an organization.

Culture 52

Culture Survey Employee Engagement Employee Experience 52

Call Experts

AUGUST 2, 2019

The Manifest is a state of tech news and how-to website that compiles and analyzes practical business wisdom for innovators, entrepreneurs, and small and mid-market businesses. 6 Key Benefits of Employee Call Off Lines. Impact of Customer Experience on Churn and Retention. Employee engagement trends that lead to company growth!

Company 68

Company Call Center Conference Contact Center 68

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. “Tear down silos!” ” “Let’s silo smash!”

Employee Engagement 59

Employee Engagement Culture Innovation Communication 59

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 The Top 10 Companies.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

Team HGS

AUGUST 13, 2019

In fact, higher performing organizations are relying more on their business process outsourcers (BPOs) for innovation, rather than cost cutting. Today, businesses are bringing BPOs to the table for design thinking, innovation, and consultative value creation. Customer Experience. BPOs that asked, “why?” LEAVE A COMMENT.

Management 40

Management Conference Average Handle Time Contact Center 40

Call Experts

JANUARY 8, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. AI powers innovation and success for your company! FCC blocks Robo-Calls.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Call Experts

FEBRUARY 19, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. AI powers innovation and success for your company! FCC blocks Robo-Calls.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Call Experts

DECEMBER 18, 2019

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. AI powers innovation and success for your company! FCC blocks Robo-Calls.

Tips 81

Tips Self Service Contact Center Call Center 81

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. He is a leadership employee engagement and customer service experience expert and keynote speaker through his consultancy brand at work.

Leadership 52

Leadership Culture Exercises Airlines 52

Call Experts

JANUARY 29, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. AI powers innovation and success for your company! FCC blocks Robo-Calls.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

Call Experts

FEBRUARY 12, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. AI powers innovation and success for your company! FCC blocks Robo-Calls.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69