ShepHyken

MAY 16, 2018

In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience. It starts with how leadership wants their employees to feel about working for their company.

Employee Experience 96

Employee Experience Hotels Video Culture 96

CX Journey

FEBRUARY 14, 2018

It's definitely one of the problems. When I continue to hear people ask questions like , "Doesn't more customer focus means less focus on products, etc.?" When we get to the state of " What the Hell is Customer Experience? It's about the employee experience more first! Let's start with customers."

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

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.

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.”. It is not complicated, yet so often, the customer element of strategy is missing.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Survey Case Study Training 112

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. How did he spend the first 3 months in this position?

Transportation 129

Transportation Industry Management Guidelines 129

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” We’ve seen employee surveys where there are no customer-related value elements.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

delighted

DECEMBER 14, 2020

What is a customer experience strategy? Before we dive into what a customer experience strategy is, it’s important to understand the importance of how customer experience (CX) plays in the definition. Optimizing your customer experience strategy.

Strategy 62

Strategy Net Promoter Score Customer Experience Effort Score 62

CX Journey

MARCH 12, 2015

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” Storytelling), or “We hire people who care about the customer.” customer experience employee engagement employee experience'

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

VDS

JULY 22, 2020

Prioritizing employees. The continued importance of the customer experience. BUSINESS CONTINUITY DEFINITION. This pandemic has definitely battle-tested the maturity of BC plans. The battleground for brand loyalty remains: The customer experience. Good customer experience starts with communication.

Connections 52

Connections How To Contact Center Policies 52

ijgolding

MAY 23, 2017

Influencing any organisation to constantly focus on the critical need to remain continuously and sustainably customer focused is a never ending task. Even Old Mutual Wealth need to keep guiding their people on the journey towards sustainable customer centricity.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

ClearAction

MAY 27, 2013

Alternatively, customer experience optimization seeks to align company-wide thinking and actions with buyer preferences across the entire customer experience spectrum, in order to grow both revenue and profit naturally. What Exactly is Customer-Centricity? 2) Customer-Focused Decisions as a Way of Life.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

Qualtrics

DECEMBER 15, 2021

Civil servants working in the CX space have mastered the art of getting scrappy for a quick win, using case studies to showcase the value of customer focus, and enabling leaders to make data-informed decisions. Talk to agency leadership about using cross-agency collaboration to close shared customer experience gaps.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

SurveySensum

JULY 14, 2020

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). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. Michael Lowenstein, Ph.D., and making a true emotional connection.

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Russel Lolacher

OCTOBER 24, 2022

The questions to ask to gauge if your employees are engaged. The importance of definitions. How we’re approaching employee surveys and reviews wrong. See, I’m already flustered, what’s your best or worst employee experience, Jeff? First customer I served, it was a service failure.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Qualtrics

AUGUST 1, 2019

With the right direction and guidance, a workforce full of engaged employees can be unstoppable. Measuring Employee Engagement With Surveys. To capture and improve the full employee experience — which goes beyond even engagement — requires gathering data in various forms and at various points in the employee lifecycle.

Survey 40

Survey Employee Engagement Banking Effort Score 40

Qualtrics

APRIL 10, 2019

It was in program management that I became more involved with HR and leadership development. I bring a customer-centric mindset from my banking past – only now my customers are employees”. When I graduated there was no talk of ‘employee experience’ and the ‘employee lifecycle’ – it just didn’t exist.

Data 22

Data Banking Employee Experience Customer Centricity 22

Customer Bliss

MAY 9, 2017

Before Lexi got there, he also led customer experience. By definition, the customer experience is the product. In those models, the founder 100% has to understand this and not view customers as costs. Those areas will get more exposed at 100,000 customers. Third up: tie this to employee experience.

Leadership 118

Leadership Customer Experience Government Connections 118