CloudCherry

FEBRUARY 28, 2018

However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers?

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

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”. In the famous words of Peter Drucker, “Culture eats strategy for breakfast.”

Culture 195

Culture Connections Company Leadership 195

GetFeedback

SEPTEMBER 6, 2018

More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

Company 397

Company B2C Employee Experience Culture 397

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

AUGUST 17, 2023

Train and enable agents to better understand and empathise with customers’ feelings. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success. Personalise Interactions: Tailor your customer interactions to meet individual needs.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. More importantly, they also want the right employees. The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. There’s a difference.

Employee Experience 140

Employee Experience Culture Video Customer Service Training 140

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Give Employees the Time They Need.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture. If so, then you need to think about why that's happening. Why are people making excuses?

Culture 127

Culture Leadership Employee Experience Communication 127

InMoment XI

OCTOBER 5, 2023

Also, it also serves as a proactive strategy for safeguarding your customer experience , addressing potential issues before they even arise. This approach not only equips brands with insights into issues that customers might not have formally reported but also empowers employees to proactively drive Experience Improvement (XI) initiatives.

Contact Center 364

Contact Center Self Service How To Call Center 364

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Always start with the culture; everything else flows from here. Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. FREE TOOL: CSAT CALCULATOR .

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

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

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Once you’ve got more than one initiative in train, a program manager will be required to oversee the body of work as a whole and provide reporting on the progress of the program to the business. Business owners need to treat their employees how they would like them to treat customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 297

B2B Strategy Customer Experience Customer Journeys 297

CX Accelerator

JANUARY 11, 2021

Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. 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).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

CloudCherry

MARCH 8, 2019

Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. Her zeal about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world, makes her so very special. She is an active writer and blogger.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise. You can do this, too.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Investigators by 360Connext

FEBRUARY 11, 2020

CX Training Takes a Cross-Functional Team. Successful organizations adopt this attitude when it comes to customer experience and the training required to really make it part of their DNA. . The Five Most Common CX Training Obstacles — And How to Solve Them: 1. Training is reduced to tools, processes, and procedures.

Training 125

Training Customer Experience Customer Journeys Employee Experience 125

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 345

Customer Experience Customer Journeys Case Study Innovation 345

The DiJulius Group

JANUARY 2, 2024

Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to.

Employee Experience 93

Employee Experience Customer Experience Culture Training 93

The DiJulius Group

DECEMBER 13, 2021

Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group. I recommend sharing this with your entire team.

Employee Experience 116

Employee Experience Customer Experience Video Groups 116

ShepHyken

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand. How does employee experience impact customer experience?

Employee Experience 118

Employee Experience Customer Experience Study Culture 118

ECXO

MARCH 15, 2024

The fifth sin, dear reader, is neglecting employee experience. Businesses that prioritize their employees’ well-being, training, and development often find that this care and attention is reflected in the customer experience. Low Employee Morale: Invest in your employees.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. These are investments focused on your employees. CX Can Create Better Days for Your Employees.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

InMoment XI

DECEMBER 16, 2021

A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibilities for growth, promotions and possibly more – – like training, work environment, and reward and recognition. He hit the mark with that statement.

Company 195

Company Communication Culture Employee Experience 195

InMoment XI

APRIL 5, 2022

Of course, different firms operate with different goals in mind, but what’s important to take away here is how the customer experience is impacting the employee experience and vice versa. If you’d like to learn more about what’s happening in 2022’s experience realm, take a look at the full online version.

Banking 221

Banking Trends Customer Experience Self Service 221

Kayako

MARCH 7, 2018

Why we needed voice and accent training. And while we can’t fix that, the red flags we’ve seen led us to a conclusion that we must, as a matter of urgency, arrange for some voice and accent training (VnA) for the support team based out of our India office. How our support team improved through voice and accent training.

Training 120

Training Course Culture Communication 120

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 Training 191

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

Customer Bliss

SEPTEMBER 5, 2019

In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).

Culture 131

Culture Chief Customer Officer Leadership B2C 131

InMoment XI

FEBRUARY 8, 2024

Improved Agent Productivity Providing agents with the necessary tools, training, and technology to perform their tasks efficiently. These scorecards typically include customer experience KPIs and metrics such as case resolution times, customer satisfaction ratings, and overall call quality.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195