OpinionLab

JULY 15, 2016

According to Forrester analyst Sam Stern, ”CX culture is tied as much to the employee experience as it is to the customer experience.”. Just as effectiveness, ease and emotion are key elements of a positive customer experience; mastery, autonomy and purpose are key elements of a positive employee experience.

Handbook 60

Handbook Conference Customer Centricity Culture 60

inmoment

JUNE 22, 2020

Though furloughed employees may reach out with novel concerns, it’s likely that the answers to many of their questions can be found within existing resources. Companies should always dispense HR handbooks and related media as a matter of course, but it’s also a good idea to highlight those resources during this pandemic.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

ShepHyken

SEPTEMBER 26, 2017

Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. Trust – it is the basis for all relationships.

Handbook 69

Handbook Culture Innovation Consulting 69

Think Customers

NOVEMBER 9, 2023

And right now, 59% of customer service reps are at risk of burnout, including 28% who are at risk of severe burnout, according to Jeff Toister, author of the Service Culture Handbook. Support your employees by making mental health tools available as part of your company’s employee experience program.

Trends 52

Trends Handbook Insurance Healthcare 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

NOVEMBER 1, 2021

He has co-authored three books: ‘Human Capital and Global Business Strategy’, ‘The Remuneration Handbook’ and ‘Fundamentals of HR Analytics’ All 3 are rated highly in the human resource and recruitment field. He’s a best-selling author and a keynote speaker at HR conferences and seminars.

Social Media 98

Social Media Tips Conference Leadership 98

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more.

Handbook 54

Handbook Culture Feedback Employee Engagement 54

Talkdesk

SEPTEMBER 23, 2015

Since your employees become the face of the brand and each person has a role to play in the company’s bottom line through customer interactions, it is pivotal for companies to focus on the employee experience just as much as the customer experience.

Call Center 40

Call Center Management Handbook Loyalty 40

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). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Help Scout

APRIL 1, 2019

A business’ approach to communication not only influences business outcomes, but it can also make or break the employee experience. It’s a great spot to save internal guides, instructions, and a handbook for employees in organized folders, too. 8 internal communication tools to consider.

Communication 40

Communication Tools Handbook Video 40

COPC

FEBRUARY 15, 2024

This strategy ultimately leads to a more satisfying customer and employee experience. Using and communicating best practices, found in the COPC Best Practices Handbook, is an important way to trial changes for adaptability and effectiveness.

Contact Center 52

Contact Center Metrics Call Center Training 52

Qualtrics

SEPTEMBER 24, 2020

Demystify the remote onboarding process with these tips – and make your employee experience memorable from day one. As many talent acquisition teams (and hiring managers) around the world have pivoted their strategies for recruiting and interviewing candidates, they’re also grappling with how to onboard new employees during a pandemic.

Handbook 20

Handbook Culture Tips Employee Experience 20