CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. Today, my passion is helping businesses become loved by establishing customer focus as a core value. appeared first on CloudCherry.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

PeopleMetrics

MARCH 2, 2015

(That might be due to the fact that the companies able to articulate purpose and success are also more likely to be managing employee engagement and culture.) The bulk of companies are just trying to figure out where to start: engagement or culture? The Power of Customer-Centric Goals. It’s important work.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

ShepHyken

APRIL 11, 2022

Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. LinkedIn Pulse) Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work.

Customer Service 66

Customer Service Employee Engagement Customer Service Training Loyalty Programs 66

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

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 105

Contact Center Employee Experience Employee Engagement Training 105

Zeisler Consulting

JANUARY 25, 2021

Here goes: Good employee engagement is an absolute requirement in order to drive good CX. when a nontrivial number of contributors (all CX pros) to a forum in which I recently participated seemed confused about the difference between Customers and employees.

Airlines 93

Airlines Culture Employee Experience Customers 93

One Millimeter Mindset

DECEMBER 5, 2018

In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. When engaging with and serving customers? Here’s why.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Employee Engagement and Satisfaction Metrics Monitoring employee engagement and satisfaction is vital to understand how AI adoption impacts their work experience.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

CX Journey

MARCH 12, 2015

The two terms are related, and they’re both elements of customer experience improvement. Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. Storytelling), or “We hire people who care about the customer.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ShepHyken

FEBRUARY 7, 2023

However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.

Customer Service Training 125

Customer Service Training Training Employee Experience Company 125

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 85

Contact Center Employee Experience Employee Engagement Training 85

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.

Culture 69

Culture Employee Experience Customer Service Training Training 69

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 74

Contact Center Employee Experience Employee Engagement Training 74

Beyond Philosophy

NOVEMBER 28, 2016

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. On the employee side of the equation, ambassadorship builds both passion and partnership, enhancing the customer experience.

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer.

Loyalty Programs 66

Loyalty Programs Customer Service Hotels Entertainment 66

ShepHyken

JUNE 4, 2018

3 Ways to Sweeten the Employee Experience by Kathleen Vegh . CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction.

Customer Service 76

Customer Service Airlines CRM Social Media 76

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! Growth happens. Weak signals become strong signals.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

e-support 89

e-support Banking Culture Consulting 89

Customer Bliss

AUGUST 23, 2016

Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. Darryl agreed with this, noting that it’s essentially flipping conventional business wisdom over to redirect with a customer focus. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Smith+co CX

JUNE 20, 2022

In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers. He advised readers to have a clear customer-focused purpose, invest in the employee experience and keep a close eye on the numbers. Retailer of the Year Winner: Richer Sounds.

Brands 36

Brands Retail Culture Leadership 36

Qualtrics

AUGUST 1, 2019

From Employee Satisfaction to Employee Engagement. By the early 1990s, HR professionals realized that just being “satisfied” isn’t enough to motivate employees to really unlock their full value within the organization. Employee engagement is something we can all relate to. Getting-Started Tips.

Survey 40

Survey Employee Engagement Banking Effort Score 40

ClearAction

APRIL 18, 2015

Helping executives establish a customer-focused big picture in strategy and culture. Developing and recognizing employees. Many companies are striving to maximize employee engagement for financial reasons, or to be viewed as a great place to work, making it easier to attract and retain top talent.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

Michel Falcon Experience

OCTOBER 10, 2014

I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience. If you are going to reserve resources in 2015 to improve your customer experience look at your employee engagement first.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

delighted

DECEMBER 14, 2020

A customer experience strategy comprises the plans you put in place to provide positive experiences across each customer touchpoint and the purposeful ways to measure those experiences. Make room for prioritizing the employee experience.

Strategy 63

Strategy Net Promoter Score Customer Experience Effort Score 63

Beyond Philosophy

APRIL 15, 2019

She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. then it will reflect in your employee’s behavior towards customers.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He educates about the transformative power of customer success to his clients. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Think Customers

DECEMBER 13, 2021

Step #5: Orchestrate improved customer and employee experiences Once your transformation strategy is defined and you have full buy-in across your organization, you can begin to implement the changes you’ve prepared for, starting with the first point on your roadmap.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

DCX

JULY 30, 2024

You're an educator, not just a promoter: Create content that helps customers succeed, even if it doesn't directly promote your product. CX Leaders: CX Leaders: Challenge your Marketing team to become customer storytellers. Illustrate how authentic, customer-focused narratives can significantly boost engagement and brand loyalty.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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

Verint

APRIL 9, 2018

Organizations need to think about taking one step further to help ensure they are providing complete, consistent and contextual experiences—and to make sure agents have the right tools at their fingertips once the interaction begins. That’s where knowledge management solutions step in.

Self Service 28

Self Service Management Knowledge Base Omni-Channel 28

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