Customer Bliss

MARCH 21, 2019

Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. One who leads with a vision and principles that can transform both employee and customer experience? And how did he do this?

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

InMoment XI

MARCH 4, 2022

Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

SurveySparrow

APRIL 18, 2021

Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction. A happy and satisfied employee is more likely to cater to the customers’ needs, thereby improving their experience with a company. The Technological.

Employee Experience 95

Employee Experience Strategy Customer Journeys e-support 95

eglobalis

AUGUST 13, 2024

The company’s structure is vast and complex, divided into numerous groups and subsidiaries that operate in various industries, including electronics, shipbuilding, construction, and insurance. At the helm of Samsung Electronics, the most well-known and profitable division, is Samsung Group, which oversees multiple business units.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

The DiJulius Group

APRIL 3, 2025

He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys. Read Full Article The post 198: The Value of Outspoken Employees appeared first on The DiJulius Group.

Employee Engagement 87

Employee Engagement Culture Feedback Groups 87

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience. At a local level , teams can engage in direct feedback sessions with customers, ensuring rapid responses to issues.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

InMoment XI

JULY 20, 2022

Though this has been slower to develop on the employee side, changes in consumer and marketing dynamics have resulted in significantly increased focus on how emotions shape, and are shaped by, experience. 8: Creating Emotional Value for Customers and Employees.

Brands 370

Brands B2C B2B Financial 370

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

The DiJulius Group

MAY 25, 2022

Episode 087: Mastering Employee Engagement Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. The post Episode 087: Mastering Employee Engagement appeared first on The DiJulius Group.

Employee Engagement 105

Employee Engagement Engagement Employee Experience Groups 105

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Then, you will be first among your competitors.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer personas represent customers in groups of shared attributes. Personas help you envision real peoples thoughts, feelings, and preferences so you address every groups unique needs as you execute your strategy. Personas are powerful tools, so dont be afraid to experiment with how you track behaviors and create these groups.

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 243

Financial Trends Self Service Customer Experience 243

InMoment XI

MARCH 2, 2022

The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment. Why Can’t Traditional Employee Engagement Research Target Company Culture For Improvement?

Culture 195

Culture Connections Company eBook 195

InMoment XI

DECEMBER 16, 2021

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.

Company 195

Company Communication Culture Employee Experience 195

ECXO

APRIL 28, 2021

Based on these, below are some essential seeds that best-in-class customer success groups have sown to ensure sustainable mutual growth. Discover a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe. Join ECXO today.

Customer Success 290

Customer Success B2C B2B Customer Journeys 290

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Part of developing a CX Charter is identifying the right people to attend and engage at meetings. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

ShepHyken

DECEMBER 22, 2024

How to Leverage GenAI for Enhanced Customer Engagement by John Dubois (EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions. Here youll find more than 60 stats that will compel you to deliver a great experience or scare you if youre not currently doing so.

Customer Service 77

Customer Service Self Service Social Media Contact Center 77

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success.

Engagement 111

Engagement Strategy Customer Success Sales 111

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

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX). The result?

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

Experience Investigators by 360Connext

FEBRUARY 9, 2021

By not investing in customer experience, they are missing opportunities to improve the business results they want simply by keeping customers. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. CX Can Create Better Days for Your Employees.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

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? Within the organization, this helps everyone know who to go to for assistance with certain matters and can communicate a certain level of expertise and experience.

Contact Center 228

Contact Center Communication Groups Customer Service 228

Calabrio

MARCH 5, 2025

Engage and train employees To excel in your VoC program, youll need a well-trained and engaged customer success team to analyze data and actively participate in the feedback process. Personalize customer support: Apply messages tailored to customers’ needs, improving engagement and retention.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

ECXO

APRIL 12, 2021

Fragmented internal processes often lead to a fragmented customer experience. Individual departments may not have the necessary information about a customer or group of customers to make informed decisions and judgements. Back offices are normally not in touch with the customer. Want to see more articles like this? Join ECXO today.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. Narrow down what they need to know to empower them to deliver great experiences. They define this in their own ways.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

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

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk.

Connections 140

Connections Effort Score How To Self Service 140

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. Understand the Pain Points of your Customers, Employees, and C-Suite.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

CX Journey

JULY 21, 2015

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation.

Employee Engagement 80

Employee Engagement Engagement Resources Groups 80