CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured). Employee experience (EX) is customer experience!". Prioritizing the employee experience. I could go on and on.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

Customer Bliss

MARCH 23, 2022

Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work.

Case Study 139

Case Study Culture Study Company 139

CX Journey

AUGUST 19, 2014

Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer.

Policies 162

Policies Culture Employee Experience Video 162

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Building a Customer-Centric Culture Even the best CX strategy will falter if the companys culture doesnt support it.

B2B 314

B2B Customer Journeys How To Effort Score 314

SurveySparrow

APRIL 18, 2021

Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction. A happy and satisfied employee is more likely to cater to the customers’ needs, thereby improving their experience with a company. The Cultural.

Employee Experience 95

Employee Experience Strategy Customer Journeys e-support 95

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Get the right people in the door - not just those folks who fit your culture or your values but also those who truly want to be there, for the right reasons. Thou shalt kill bad policies and rules.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

CloudCherry

FEBRUARY 24, 2018

Also, did you know that 64% of employees are unsatisfied with their work culture? There’s no debating that employees are the face of your organization. The best of brands are what they are today because of their culture and employees. They are made of happy, delighted, passionate and motivated employees.

Employee Engagement 191

Employee Engagement Culture Policies Employee Experience 191

Experience Investigators by 360Connext

AUGUST 3, 2021

For more information, view or Terms of Service & Privacy Policy. Three Activities for Customer Experience Quick Wins: 1. Your people, no matter what level they are or what they do, have absolutely the most impact on the experience your customers have with your organization. What do customers really want?

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

CX Journey

NOVEMBER 11, 2014

Journey maps are a valuable tool in your company''s effort to improve the customer experience. maps aren''t just for the customer experience. Map the employee experience, the partner experience, and the experience of any other constituent with whom you interact, including your internal customers.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured). Employee experience (EX) is customer experience!". Prioritizing the employee experience. I could go on and on.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

CX Journey

FEBRUARY 14, 2018

If they're not all on board, if they don't all agree that the purpose of the business is create and to nurture customers, then there's a lot of short-term thinking that focuses on the numbers rather than a long-term vision to transform the culture and the business. When we get to the state of " What the Hell is Customer Experience?

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Storyminers

SEPTEMBER 19, 2016

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire. To learn more about employee experience, please raise your hand.

Employee Experience 150

Employee Experience Policies Customer Experience Brands 150

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Beyond Philosophy

JUNE 21, 2015

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. Valuing Employees is the Foundation for Employee Ambassadorship.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

Customer Bliss

OCTOBER 28, 2021

You just reached a “policy cop.”. Customers who repeatedly encounter company policy cops disengage and share the experience. And employees put in the position of defending rules or escalating unhappy customers often seek more fulfilling work. Start with the Life, Not Company Policy. That increases costs.

Case Study 148

Case Study Study Policies Government 148

Kayako

FEBRUARY 28, 2019

It describes the experience you plan to deliver and serves as a guide to help choose future courses of action. A Customer Experience vision aligns with the corporate vision, or, better yet, they may be one and the same. Culture: values, mission, vision, purpose, brand promise. Culture = values + behavior.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

CX Journey

JANUARY 24, 2018

I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down. We know that the employee experience and customer experience transformations are a journey.

Employee Experience 121

Employee Experience Culture ROI Leadership 121

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

Employees talk to one another because they haven’t heard directly, emphatically and honestly from their managers. They make assumptions based on culture. These cultural miscommunications have a negative impact on the employee experience AND the customer experience. Misconception #2.

How To 143

How To Culture Communication Customer Centricity 143

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. I’ve always been a little bit counter to that, you know, when I say that, I have an open door policy.

Culture 98

Culture Connections Leadership Communication 98

SurveySparrow

JANUARY 1, 2021

The answer is simple: A wholesome Employee experience is an input for increased employee engagement at every stage of the employee lifecycle. Employee Experience is an employee’s perception of his journey with the company, right from the onboarding process to the final exit interview.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

Strativity

NOVEMBER 7, 2022

Kamra’s hiring signifies Material’s ongoing commitment to advance its employee experience. Los Angeles, CA – November 7, 2022 – Global customer experience transformation company, Material, announced today that Sharon Kamra has been named as its first Chief People Officer.

Leadership 19

Leadership Policies Culture Employee Experience 19

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

MARCH 16, 2017

They just need to do the work and put in the time. What else would you add to the list above? A budget tells us what we can't afford, but it doesn't keep us from buying it.

Exercises 112

Exercises Culture Employee Experience Customer Experience Professionals 112

Bill Quiseng

DECEMBER 6, 2023

With a “People First” culture, no longer are people taking second or third seats to profits or customers. POLICY If you’re making frequent policy exceptions, then employee perception does not match company promises. It’s poor policy.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Daniel Group

DECEMBER 21, 2023

Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX Customer Experience doesn’t belong to a single department. While it is a strategy, providing great customer experience must become part of the DNA of the organization. This means that getting every employee involved is critical to CX success.

Culture 52

Culture B2B Industry Competitive Advantage 52

Bold360

FEBRUARY 26, 2020

If all of the above happens, employees will actually take advantage of the self-help they want, freeing up resources, lowering contact volume, and saving your organization money you want to spend on additional staffing. The post Perfecting Self-Service at Work Means Perfecting the Employee Experience appeared first on Bold360 Blog.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

Innovative CX

MAY 5, 2022

If we agree that employee expectations have changed dramatically, if we accept the “great resignation” is underway, and if we believe there is a battle for talent, then why haven’t we changed our behaviors regarding how we are recruiting prospective employees and nurturing the ones we already employ? Everything changed in March 2020.

Culture 59

Culture Social Media Policies Contact Center 59

Qualtrics

APRIL 16, 2020

In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). We’re all still learning how these temporary changes affect employees, but another question is quickly emerging – how will these current disruptions affect employee experiences in the future?

Employee Experience 45

Employee Experience Culture Policies Feedback 45

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!)

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

ShepHyken

APRIL 16, 2019

Empathy and emotional engagement begin inside the company within the employee experience. Companies must respect and empathize with their employees if they want and expect their employees to do the same with their customers. Allow good ideas to come from every level of employee, from frontline representative to CEO.

Loyalty 101

Loyalty Loyalty Programs Culture Leadership 101

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Employees change. Is there a stupid rule or policy in place whose origin cannot be recalled by anyone? You know the old saying: What got you here won't get you there.

Policies 146

Policies Innovation Video Employee Experience 146

SurveySparrow

NOVEMBER 24, 2020

Most leaders know by now that improving employee experience is really, really important. Organizations are often on the back foot about employee engagement and tend to ignore it while pursuing more short-term goals. There are a number of reasons why improving employee experience should be a top priority for any organization.

Employee Experience 52

Employee Experience Employee Engagement Survey Financial 52

Kayako

SEPTEMBER 28, 2022

According to Zendesk’s Employee Experience Trends Report 2022, requests from corporate employees increased 31 percent last year, nearly double the rate of both B2B and B2C companies. Create a culture of internal customer service. Tech employees may need dedicated self-help resources.

Technology 156

Technology Self Service Tips Customer Service 156

Stella Connect

NOVEMBER 16, 2021

She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Let me start by defining employee experience. But where do you begin?

Culture 100

Culture Employee Experience Study Customer Centricity 100