Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

ECXO

MARCH 21, 2023

Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps. Analyse your leadership regarding each team and employee journey, and ask yourself, “what is your role in their experience, participation, engagement and results?” It is a process and will not happen in one day.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CX Journey

JANUARY 15, 2016

Image courtesy of Leo Reynolds A lot of elements comprise the employee experience. Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience.

Employee Experience 80

Employee Experience Employee Engagement Leadership Engagement 80

delighted

MAY 11, 2022

These types of questions are often seen in surveys meant to evaluate perceptions of a product, service, or experience – whether through customer feedback surveys, website evaluation surveys, employee experience surveys, or other survey types. REMINDER: This is why including neutral response options in your surveys is crucial!

Examples 102

Examples Survey Feedback Employee Experience 102

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. ” and “How will this make her feel?”.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Beyond Philosophy

MARCH 18, 2023

However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization. He wanted to know how to build an excellent Employee Experience.

Employee Experience 88

Employee Experience Leadership Customer Experience Resources 88

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. Why is customer experience important? We won’t mind. .

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Uniphore

JUNE 9, 2021

Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? For best results, don’t just apply AI to your knowledge base, embed it throughout the user and employee experience. Educate, engage and empower your employees. Download Now.

Engagement 246

Engagement Contact Center How To Poor Customer Service 246

Experience Matters

MAY 11, 2020

Over the last few years, it’s been great to see a rising number of HR professionals focusing on Employee Experience (EX) and driving more engaged, high-performing workforces. By definition, EX is the collection of experiences and interactions that employees have with their employers.

Employee Experience 163

Employee Experience Interaction Engagement Management 163

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

InMoment XI

DECEMBER 16, 2021

Although satisfied employees are generally supportive of the business and what it represents, they likely won’t go beyond doing the basics of their job descriptions. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Company 195

Company Communication Culture Employee Experience 195

delighted

MAY 26, 2023

Get a read on employee happiness and employee engagement by allowing employees to answer sensitive organizational questions freely and anonymously. The post Open-ended questions: Definition, examples, and tips appeared first on Delighted. Conduct product-market research.

Examples 90

Examples Tips Survey Feedback 90

BlueOcean

FEBRUARY 11, 2020

But the fact is, it’s simply not possible to deliver an amazing customer experience if you don’t also have a stellar employee experience. Citing research from both Gallup and MIT, they make it clear that a really positive employee experience can result in 10% improved customer ratings and 100% increase in Net Promoter Score.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.” What is culture ?

Culture 145

Culture Employee Experience Leadership Customer Experience 145

BlueOcean

JUNE 6, 2017

That’s definitely a number that may sound like cause for alarm, but how insightful is that metric when you break it down? One of the most important differences is that the employee experience is simply different in the outsourced world than it is in-house. From our perspective, it’s almost meaningless without diving in deeper.

Contact Center 218

Contact Center Call Center Employee Engagement Employee Experience 218

delighted

SEPTEMBER 16, 2022

Multiple-choice questions are a great way to gather extra information to help you make new product decisions, understand where you can improve the customer or employee experience, or decide where to advertise to reach your audience. Delighted’s Additional Questions allow for flexible multiple choice options.

Examples 84

Examples Survey Analysis Feedback 84

CX Journey

SEPTEMBER 9, 2014

I''ve only scraped the surface with this post, but it''s definitely worth reading to get some ideas on how to identify and resolve trust gaps within your organization. employee engagement employee experience leadership trust' The best way to find out if you can trust somebody is to trust them. Ernest Hemingway.

Effort Score 194

Effort Score Employee Engagement Guidelines Culture 194

Uniphore

JULY 30, 2021

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one. We hope that you’ll join us on this journey to innovate customer experience at record speed. Design Experiments Using AI and Low Code Automation.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

Experience Investigators by 360Connext

AUGUST 3, 2021

The scientific definition of a Positive Feedback Loop goes something like this: “A positive feedback loop is a system where one variable increases the quality of another variable which in turn increases the quantity/occurrence of the first variable.” Create a Positive Feedback Loop. ” Via ScienceTrends.com.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

BlueOcean

MAY 14, 2018

And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Thus, crafting your contact center RFP takes thoughtful preparation.

Contact Center 214

Contact Center Resources Guidelines Culture 214

ECXO

APRIL 5, 2021

In experience terms it sets an expectation that is only ever going to be classified as ‘failed to meet’ and undermines the credibility of CX/EX as key components of a business strategy. That just makes me happy! Want to see more articles like this? Join ECXO today. Have unlimited access to ECXO’s unrivalled content. Already a member?

Strategy 156

Strategy Consulting Airlines Culture 156

CloudCherry

FEBRUARY 6, 2020

He also offers his expert opinion on the definition of true communication, detailing it as “when you have an understanding that opens that ability to have both parties really understanding and moving in the same direction towards whatever that value is that both parties need.”

Customer Centricity 195

Customer Centricity Leadership Culture Industry 195

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

ShepHyken

OCTOBER 10, 2023

It’s the value provided in the customer experience. But, remember that your definition of this value is only good if it aligns with what customers want and hope for. Let’s talk about making price irrelevant. My good friend and fellow customer experience expert John DiJulius has often said, “Make price irrelevant.”

Culture 157

Culture Customer Service Training Employee Experience Course 157

ShepHyken

NOVEMBER 20, 2019

Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”. A broader definition and one that is much softer is that it is something that causes distress or anxiety. Change can be good.

Customer Focused 126

Customer Focused Customer Service Training Employee Experience Customer Experience 126

ECXO

APRIL 12, 2021

To understand their perspectives, it is important to review the key concepts of service management and the customer experience. In this digital age with IT systems playing an increasingly vital role in providing service to the customer, the common definition of Service Management is currently determined by the international ITIL standard.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

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? That’s the Miriam Webster definition. You’d never make a job description for a ‘Product Manager Ninja’ so don’t do it for customer service.”.

Contact Center 228

Contact Center Communication Groups Customer Service 228

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

ECXO

APRIL 1, 2021

To understand how a surprise and delight strategy contributes to the customer experience, I will now break down the comprising elements; Customer experience, surprise & delight and strategy and explore their relationship to a customer’s experience. Want to see more articles like this? Join ECXO today. Become a member today.

Strategy 296

Strategy Exercises Study Customer Expectations 296

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

CX Journey

MAY 8, 2019

But if they change the focus, shift the mindset, to adopt Drucker's definition of the purpose of a business, to create and to nurture a customer, then things start to change. But when they put the focus on employees first, ensuring employees have a great experience, employees will then, in turn, deliver a great experience for their customers.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Experience Investigators by 360Connext

JANUARY 5, 2021

A culture that aspires to be authentic for customers must live up to that in the employee experience, too. Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission. Your customer experience governance culture does depend on your culture, priorities, and plans.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

CX Journey

MAY 10, 2017

We talk a lot about that when we describe customer experience design. Let's use that same mantra ("personalize the experience") to describe some approaches to use when we need to design the employee experience. Mind you, though, this definitely does not work for everyone.

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52