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. Market research provides the employee advocacy data and the insights.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

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”. It must come through disciplined leadership, investment, assessment, and change.

Culture 195

Culture Connections Company eBook 195

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. Blake Morgan Customer Experience Futurist, Speaker and Author. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

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

Zeisler Consulting

APRIL 27, 2021

I don’t have a lot of experience applying for work, as an independent consultant myself, but from time to time, something comes across my transom that piques my interest. I once had an experience with a consulting organization (I won’t name names) that is in my business and was interested in expanding their pool of consultants.

Employee Experience 93

Employee Experience Consulting Leadership Meeting 93

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

TechSee

NOVEMBER 10, 2020

Customer service leadership must abandon any short-term initiatives to reduce customer service costs and instead find sustainable cost optimization tactics that will allow for business resilience. How to Reduce Customer Service Costs Sustainably. The FTF rates are raised, and the time spent on site is shortened.

Self Service 207

Self Service Customer Service How To Contact Center 207

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. Thanks for that.

Leadership 98

Leadership Government Employee Experience Innovation 98

ECXO

SEPTEMBER 15, 2022

The two ECXO panelists will be Joanna Carr , CX Consultant at Allegro and ECXO Ambassador and co-founder, and Ricardo Saltz Gulko , the MD of Eglobalis Information – Insight – Innovation and the Founder and Initiator of the ECXO.org movement. Subscribe only on zoom only: [link]. 150 virtual places only! Join ECXO today.

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. 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.

Leadership 170

Leadership Consulting Video Government 170

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Leadership 90

Leadership How To Culture Employee Engagement 90

Lumoa

MAY 5, 2022

How to develop and implement a Customer Experience strategy? Improved customer experience starts with the customer’s perspective. Developing CX leadership requires collaboration and communication with customers, employees, and partners.

Strategy 259

Strategy Customer Experience How To Consulting 259

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

Oracle

NOVEMBER 18, 2019

Instead, I’m here to debunk a few Millennial myths, share some practical advice on managing a Millennial workforce, and spotlight expectations when it comes to our employee experience. This is a double-whammy scenario, where the employee underperforms and the manager overstresses.

Employee Experience 80

Employee Experience Study Leadership Management 80

Lumoa

FEBRUARY 7, 2023

Shawbrook Bank got was first introduced to Lumoa thanks to the work of CX ALL, a consulting firm advising companies in the UK globally around all aspects of Customer Experience and customer support. “It About CX All – “How does Customer Experience directly drive shareholder value?”. For more information: www.lumoa.me

Banking 195

Banking Feedback Management Culture 195

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

CX Accelerator

MARCH 16, 2020

Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? Becky Roemen , CX Consultant and CX Accelerator Board Member thinks so: “Is the word ‘agent’ the problem or is the problem how we treat those with the ‘agent’ title?

Contact Center 228

Contact Center Communication Groups Customer Service 228

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program. Invest in CX education for employees so it becomes a priority for everyone from their very first interview to onboarding and beyond. CX Success Strategy Statement : Every CX Mission Strategy needs goals.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Employees, though, are critical stakeholders in the delivery of experience value. Employee life cycle.

Survey 111

Survey Company Leadership Study 111

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 156

Leadership Consulting Retail Sports 156

CX Journey

MARCH 17, 2016

But how do you go about improving employee engagement? The company’s leadership needs to walk the walk and talk the talk, which means that you need to act and behave precisely how you want your employees to act and behave. Here are a few strategies to help you get started. You expect them to go the extra mile for your customers?

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. As Real joins Strativity, founder Lior Arussy will remain an advisor to the business.

Groups 98

Groups Consulting Leadership Innovation 98

ShepHyken

FEBRUARY 25, 2020

Lessons from Disney to Improve Your Customer and Employee Experiences. They discuss her experience as a Disney employee, their hiring process, and the customer service takeaways that can be applied to any organization in any industry. Think through the entire customer experience from every angle.

Leadership 105

Leadership Culture Employee Experience Customer Journeys 105

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. 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. Employees, though, are critical stakeholders in the delivery of experience value.

Resources 100

Resources Company Consulting Employee Experience 100

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

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.

Net Promoter Score 120

Net Promoter Score NPS Measurement Employee Experience 120

Customer Bliss

OCTOBER 4, 2018

She introduced herself in these meetings and shared how she wanted to work together with the leadership teams. The 60-day plan focused on improving employee experience and behavior. Karen created a training initiative to improve the behaviors of all individuals who effected the customer experience.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI. Implementation can have its challenges.

Culture 114

Culture Customer Service Leadership Airlines 114

ijgolding

APRIL 19, 2017

The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience.”. The final point I would like to make on this subject is this – creation of the strategy is only part of the challenge.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Beyond Philosophy

OCTOBER 20, 2014

Furthermore, employee training should include a way to identify different types of customers and adapt their Customer experience in a way that best addresses their type’s needs and expectations for the experience. Define your desired Employee experience. Blogs Employee Experience Thought Leadership'

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. He pledged to keep employment secure through the economic crisis; he also asked employees to help keep the company stable and profitable. The results are inspiring.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Beyond Philosophy

NOVEMBER 3, 2015

If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Virgin Shows Links Between Employee Experience and Customer Experience. Employee Culture: Why Amazon is on Top and Bank of America Isn’t. Follow Colin Shaw on Twitter @ColinShaw_CX.

Leadership 60

Leadership Banking Employee Experience Employee Engagement 60

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 20, 2014

Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. Now obviously this is easy to do when the toxic employee is brazen about it. It is more complicated, however, when an employee is more secretly toxic.

Culture 117

Culture CEM Effort Score Employee Experience 117

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

CX Accelerator

MARCH 16, 2020

Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? Becky Roemen , CX Consultant and CX Accelerator Board Member thinks so: “Is the word ‘agent’ the problem or is the problem how we treat those with the ‘agent’ title?

Contact Center 182

Contact Center Communication Groups Customer Service 182