ShepHyken

JULY 25, 2018

And, not only do you have to deliver on the experience, you have to stand out and be different. In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? Follow on Twitter: @Hyken.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Business owners need to treat their employees how they would like them to treat customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

JANUARY 7, 2025

Step 3 Map and Optimize Customer Touchpoints Customer journey mapping exercises will enmesh you in each personas journey to understand how they find you, what they seek at key steps of their shopping journey (also known as customer touchpoints), and how you can maximize their post-purchase satisfaction.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

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. Be consistent.

B2B 367

B2B Brands Innovation Government 367

ECXO

MARCH 6, 2025

This exercise makes it clear where the experience is falling short. Successful service design initiatives have been shown to bridge organizational silos and even improve employee experience (EX) alongside CX, because employees appreciate the clarity and purpose that comes with well-designed workflows.

B2B 339

B2B Customer Journeys How To Effort Score 339

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Keys to employee experience and customer experience are essentially understanding and meeting expectations. Lynn Hunsaker.

Employee Experience 71

Employee Experience Customer Experience Leadership Exercises 71

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

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. If they don’t — if daily employee experiences feel misaligned with the company’s Customer Experience Mission — the result is a cynical culture and poor results all around.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Comm100

FEBRUARY 6, 2023

Self-service is fast, is available round the clock, and provides a consistent experience. To deliver the perfect omnichannel experience, you must perfect both your digital and traditional CX. Your employees, especially your customer service representatives, are some of the closest people to your customers.

Financial 243

Financial Trends Self Service Customer Experience 243

ECXO

APRIL 1, 2021

The CX Academy suggests that through exercising the You get me, driver, businesses will be able to invest time in really understanding their customers not only on a functional level but on an emotional level. However, there is still a need to understand how the surprise emotion can be, in fact, delightful? Want to see more articles like this?

Strategy 296

Strategy Exercises Study Customer Expectations 296

CloudCherry

FEBRUARY 28, 2018

Is it a routine exercise carried out for the sake of it? If your end goal is customer delight and higher revenue, then your training programs have to empower employees, maximize their potential and make them constantly push their limits. START IMPROVING EMPLOYEE EXPERIENCE! How do you view training at your company?

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

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 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. She even includes several exercises in the book. What a fantastic question!

Culture 244

Culture Contact Center Leadership Employee Engagement 244

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

ShepHyken

JUNE 27, 2023

That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant?

Exercises 127

Exercises Touchpoint Customer Service Training Customer Service 127

CX Journey

MARCH 16, 2017

There are a lot of folks in this position, and I think it's a worthwhile discussion/exercise. I'll list a few, and I'd love to get your thoughts in the comments below on what else we could do/add to the list. They just need to do the work and put in the time. What else would you add to the list above?

Exercises 112

Exercises Culture Employee Experience Customer Experience Professionals 112

CX Journey

JUNE 27, 2018

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Map their journeys to understand the current state of the experience. These are all critical learning exercises. Characterize. Research your customers.

Exercises 126

Exercises Customer Experience Professionals Customer Experience Company 126

CX Journey

DECEMBER 31, 2015

I will solicit executive commitment and buy-in to focus on the employee experience I will solicit executive commitment and buy-in to focus on the customer experience I will clearly define our CX vision and strategy I will ensure we have a governance structure in place I will assess the current state of our culture and employee experience I will assess (..)

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Exercises 80

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

CX Journey

JULY 23, 2015

Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? Let's face it: mergers and acquisitions are hard for everyone living through them, employees and customers alike. As a matter of fact, those efforts are more crucial now than ever.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Employee Experience 80

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Customer Journeys 98

Customer Journeys Employee Experience Omni-Channel Employee Engagement 98

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

Experience Investigators by 360Connext

JANUARY 5, 2021

Creating a culture focused on customers has to start and end with focusing on employees. 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.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

CX Journey

JUNE 6, 2018

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Characterize.

Exercises 150

Exercises Customer Experience Design Culture Leadership 150

CX Journey

JULY 19, 2016

While they are (lean) management principles/concepts, they apply not only to the employee experience but also to the customer experience. I've watched a lot of episodes of Undercover Boss, and it really does baffle me that executives have no idea what their employees do. Experience it all.

Leadership 80

Leadership Exercises Employee Experience Customer Journeys 80

ijgolding

APRIL 27, 2016

Clarify the ‘DESIRED CUSTOMER EXPERIENCE’ – if you can do the WHAT, WHY and HOW perfectly, what would be your simple description of the way you want your customers to FEEL? Do not overcomplicate this exercise – one PowerPoint slide is sufficient to describe all of the above.

Travel 120

Travel Customer Centricity Exercises Financial 120

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. Employee onboarding is in the DNA of admired companies.

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." Develop employee personas. So where do you begin?

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

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

CX Journey

OCTOBER 1, 2015

It’s also - rather, especially - true for your customer experience transformation efforts. And yet, I’ve seen folks dive into mapping exercises only to get stopped in their tracks because they hadn’t done two crucial things before they got started: (1) they didn’t identify the objectives for the map, and (2) they didn’t define its scope.

Customer Journeys 80

Customer Journeys Touchpoint Exercises Employee Experience 80

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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

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. After initial warm-up exercises, it was interesting to see these volunteers express their customer insight challenges through Lego creations. All in all, it was an engaging day that was clearly popular.

Exercises 80

Exercises Gamification Airlines Customer Insights 80

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. Another way to try to overcome Confirmation Bias at an individual level is to walk a mile in another person’s shoes.

Leadership 156

Leadership Consulting Sports Retail 156

SurveyGizmo

SEPTEMBER 11, 2020

A mistake many companies make is to rely on annual employee engagement surveys as their sole feedback mechanism. And while these yearly exercises may offer a snapshot of employee sentiment, measuring ongoing organizational health requires continuous data. . Traditionally lengthier participation can suffer. The Path Forward.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

Customer Bliss

AUGUST 23, 2016

In Darryl’s career, these elements have helped shape customer experience and culture change in different roles he’s held: Culture crystallization: The term “culture” is very fluffy to executives and leaders who are used to hard numbers and looking at financials. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0