CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Your purpose should be the north star that guides your customers and employees experience.

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

JANUARY 7, 2025

What customer traits or characteristics influence engagement or purchasing decisions for these segments? The C-Suite heard her desire to understand customers better, but they couldnt see HOW that exercise would benefit the company, exactly. What goals or challenges do these segments share?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Comm100

FEBRUARY 6, 2023

It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations. To humanize your digital customer experience, you need to map your client’s journey. First, customers want it.

Financial 245

Financial Trends Self Service Customer Experience 245

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job. Who depends upon whom?

Employee Experience 71

Employee Experience Strategy Exercises Government 71

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers and to your employees!

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. When done well, a customer experience culture provides: An engaged, empowered workforce. An authentic, open environment where employees do their best work. I get asked this question quite a bit.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers. Encourage continual engagement and collaboration.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Nike’s brand promise serves their Customer Experience Mission by being inspirational and innovative. Here’s an exercise for you to try: Ask one employee what your brand promise is and note their answer. Ask as many more employees as you’d like, keeping track of the responses you get. Then ask another.

How To 214

How To Airlines Brands Hotels 214

CX University

SEPTEMBER 27, 2018

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. .

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

SurveySparrow

OCTOBER 10, 2020

That is why popular wisdom is that it’s well worth investing in workforce engagement in the Workplace. After all, only if employees are engaged will they care about the company. It’s a good thing; there are plenty of excellent workforce engagement software to make that all possible. . Workforce Engagement Software #1.

Tools 59

Tools Engagement Employee Engagement Employee Experience 59

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For employees, you might need to reimagine the onboarding or recruiting journey to better serve a remote workforce’s expectations.

Customer Journeys 98

Customer Journeys Employee Experience Omni-Channel Employee Engagement 98

Calabrio

MAY 10, 2019

This is a great one to pair with a later session, Workshop: Creating a Customer Experience Strategy, where Michael Chiu will join Ed Thompson, Distinguished VP Analyst at Gartner, to facilitate exercises to help you develop a customer experience strategy at your company. Thursday, 23 May 10:45 am.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. When done right, employee feedback can affect real change throughout your organization. Worse yet, they fail to act on the data they collect, increasing employee frustration and jeopardizing engagement in the process.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

Michel Falcon Experience

AUGUST 18, 2014

Similar to customer experience, we would prefer to invest in more glamourous initiatives like marketing. Related post : This is Why We Love to Invest in Marketing Before Customer Experience. Employee onboarding is like exercising. You can make it engaging by including their picture and some obscure questions.

Handbook 123

Handbook eBook Training Exercises 123

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience.

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. Discovery work at the beginning of a CCO engagement is key. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Experience Investigators by 360Connext

APRIL 21, 2020

Customer experience is the culmination of so many things. It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. Plus, learning opportunities keep your employees engaged and happier. Learners have to care.

Course 143

Course Training Feedback Connections 143

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. All in all, it was an engaging day that was clearly popular. After initial warm-up exercises, it was interesting to see these volunteers express their customer insight challenges through Lego creations.

Exercises 80

Exercises Gamification Airlines Customer Insights 80

One Millimeter Mindset

DECEMBER 15, 2020

Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. Next, we conduct the forensic portion of this exercise. At that point, level of engagement changes. Next, attendees are perplexed about why this exercise is so difficult for them.

Exercises 87

Exercises Innovation Leadership Report 87

Beyond Philosophy

JANUARY 19, 2020

If you experience the world from their perspective, it can show you the “truth” of the other world view. From a Customer Experience perspective, this exercise is the foundation of our Customer Mirrors research. Colin is an international author of six bestselling books and an engaging keynote speaker.

Leadership 156

Leadership Consulting Sports Retail 156

SurveySparrow

APRIL 8, 2022

While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. Learn the effects of workplace ostracism on employee engagement. Get tips for employees to recover from ostracism at work. Employee happiness.

Employee Engagement 59

Employee Engagement Engagement Tips Culture 59

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. The Experience Mindset: Changing the Way You Think About Growth by Tiffani Bova. The books are not in order of preference; all are very good. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Playvox

JANUARY 5, 2022

Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged. What is Agent Experience? Agent experience refers to the journey an employee takes with your company. Agent engagement refers to an employee’s mental and emotional connection to your company.

Contact Center 72

Contact Center How To Fashion Gamification 72

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Maz Iqbal

OCTOBER 16, 2014

Customer experience motivates the employee experience. Customer experience motivates the employee experience. I take it to mean that you start with figuring out the kind of customer experience that you propose to generate. What does this mean? Rallying cries must be credible, as well as loud. .

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

One Millimeter Mindset

APRIL 15, 2021

You give yourself permission to exercise personal choice about your professional future. Engage me to present a One Millimeter Mindset program! Suddenly working within your department seems tremendously isolating and frustrating. Again, you make another hard call and push one more millimeter forward. Delivered virtually or in-person.

Leadership 96

Leadership Exercises Innovation Consulting 96

One Millimeter Mindset

SEPTEMBER 17, 2020

Finally, as you pay attention to “you,” consider this exercise requires you to do far more listening than you intend. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Write down everything you “say” and compare to how much of what you say is actually a contribution.

Exercises 105

Exercises Meeting Leadership Communication 105

Integrity Solutions

DECEMBER 21, 2022

Shifting mindsets by providing “aha” moments that connect at an emotional level, versus just an intellectual exercise. Another challenge leaders will continue to grapple with is the ongoing employee engagement crisis. Engagement comes from the emotional connection people have with their work.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

CX Journey

MARCH 20, 2019

They are a group of cross-functional employees who meet to identify, discuss, and plan ways to promote and to drive the desired culture throughout the organization. Listen and engage them to design and establish the culture you desire. and define examples of behaviors that are "appropriate" for each one.

Culture 109

Culture Leadership Exercises Groups 109

Beyond Philosophy

JUNE 17, 2020

If you experience the world from their perspective, it can show you the “truth” of the other world view. From a Customer Experience perspective, this exercise is the foundation of our Customer Mirrors research. Colin is an international author of six bestselling books and an engaging keynote speaker.

How To 120

How To Leadership Consulting Sports 120

SurveySparrow

JULY 5, 2022

Use the right distribution channels: The survey tool that you use for this exercise will determine the effectiveness of your entire exercise. Not only should it reach the right audience, but it should also make the process of survey taking a memorable experience for them.

Survey 52

Survey Engagement Effort Score Net Promoter Score 52