Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Case Study 310

Case Study Hotels Travel Company 310

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

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What is your best or worst employee experience you can share with us, Garry?

Culture 52

Culture Leadership Employee Engagement Consulting 52

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. So in a sense, this book has been over 4 years in the making!

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. In the end, everything is connected. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

ECXO

MAY 16, 2024

Leaders play a central role in clarifying this relationship and demonstrating how everyone contributes to the whole, inspiring employees to actively improve the customer experience, resulting in a more customer-centered organizational culture. This focus creates a customer-centric culture within the organization.

Customer Centricity 67

Customer Centricity Leadership Customer Journeys Touchpoint 67

Beyond Philosophy

SEPTEMBER 11, 2014

Bezos recognized that the idea was good and put them to work on it—even though it came from a lower-level employee that hadn’t worked there long. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Blogs Employee Experience'

Banking 138

Banking Culture Employee Engagement CEM 138

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX). First, create an empathetic connection.

Customer Service 70

Customer Service Hospitality e-support eBook 70

Qualtrics

JANUARY 23, 2020

In this installment of our Employee Experience Visionaries series, hear from Lynne Oldham , Chief People Officer at Zoom Video Communications , about: Why Zoom encourages employees to ask anonymous questions about anything at their all-hands meetings. and various sub-crews. I was so pleased (and proud!)

Employee Experience 37

Employee Experience Survey Culture Trends 37

ShepHyken

OCTOBER 29, 2019

Companies with a Soul are the Future of Customer Experience. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience. How can I build a good employee experience?

Employee Experience 82

Employee Experience Culture Connections Technology 82

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

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. Tony Hsieh.

Culture 169

Culture Banking Metrics Employee Engagement 169

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity. Practice mindful leadership.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Qualtrics

MARCH 14, 2019

It was also a chance to showcase some of the latest innovations on the Employee Experience Platform designed to help you get to breakthrough insights and transform your culture. Employee Experience for mobile. See Employee Experience for mobile in action. Book a demo. Book a demo.

Employee Experience 37

Employee Experience Innovation Analysis Feedback 37

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. The 60-day plan focused on improving employee experience and behavior. In my book, “ Would You Do That To Your Mother ?”, CX @SATairport Click To Tweet.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Stella Connect

NOVEMBER 16, 2021

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). Let me start by defining employee experience. But where do you begin?

Culture 100

Culture Employee Experience Study Policies 100

Michel Falcon Experience

JANUARY 9, 2020

On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. How To Engage Remote Employees. Tipping Culture In Non-Traditional Tipping Jobs. CONNECT WITH KRISTI ON LINKEDIN HERE.

Engagement 78

Engagement How To Sports Employee Engagement 78

Customer Bliss

DECEMBER 4, 2018

Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. But I was wrong.

Customer Experience 119

Customer Experience Customer Centricity Competitive Advantage Government 119

Natalie Petouhof

JUNE 1, 2022

But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance.

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

CX Journey

JUNE 13, 2018

I hope you enjoy it! And, as always, if you have any questions or if I can help in any way, let me know in the comments below or by contacting me.

Strategy 144

Strategy Roadmap Employee Experience Technology 144

Russel Lolacher

SEPTEMBER 20, 2022

A few reasons she is awesome – Keynote speaker and writer through her Brass Tack Thinking brand, she’s got 20+ years of marketing under her belt, she co-authored the book The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social , and she’s got a newsletter called DEAR F **S that I just never can miss.

Culture 111

Culture Study Leadership Employee Experience 111

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. Connect with, and learn more about, Erin on her platforms: . The connection humour and joy have to mental health. Content4Good consultancy. Erin Skillen.

Culture 98

Culture Leadership Connections Consulting 98

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Michelli Experience

AUGUST 17, 2016

The experiences on which I’ve come to concluded the importance of “interpersonal engagement” stems from my work with and the books I have written about companies like the Pike Place Fish Market, Zappos, The Ritz-Carlton Hotel Company, Starbucks, and UCLA Health Systems. 2) Customer Engagement Drives Loyalty and Advocacy.

Employee Engagement 100

Employee Engagement Hotels Loyalty Customer Engagement 100

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. The new experience standards, with empathy at the core, go beyond technology: they rely on human values. The post “Empathy in Action”?

Customer Experience 52

Customer Experience Average Handle Time Omni-Channel Policies 52

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people who poison the culture at work. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. Some experts on workplace culture refer to toxic employees like weeds in a flower bed or a virus. Employees have certain skills.

Culture 117

Culture CEM Effort Score Employee Experience 117

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Beyond Philosophy

SEPTEMBER 11, 2014

Bezos recognized that the idea was good and put them to work on it—even though it came from a lower-level employee that hadn’t worked there long. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Blogs Employee Experience'

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Kustomer

JUNE 7, 2022

These businesses started with the right culture, philosophy, and customer-centric CRM platform. They built their business to connect with customers at scale. Their customer service agents connect on an emotional level with their buyers using whatever channel the buyer selects to educate and foster authentic relationships.

Customer Experience 98

Customer Experience Self Service e-support CRM 98