CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Employee experience (EX) is customer experience!".

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ClearAction

FEBRUARY 13, 2023

This customer experience course is an actionable overview for making CX a team sport company-wide. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application.

Sports 71

Sports Customer Experience Handbook Case Study 71

ECXO

FEBRUARY 14, 2022

Talk with the ECXO : If your company is searching for potential organizations to Sponsor, invest, or create dynamic research, case studies and help to develop a global CX education unique program, together. That aims to impact the present and future of CX Leadership. Then let’s talk and grow together. Join ECXO today.

Culture 98

Culture Case Study Employee Experience Innovation 98

Blake Morgan

JANUARY 3, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. . The company didn’t listen to employees. Leadership didn’t invest in technology.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Blake Morgan

JANUARY 16, 2023

Harvard Business Review case studies were written about their customer experience – and YouTube videos have gone viral of silly flight attendants saying hilarious things on the announcer. The company didn’t listen to employees. Leadership didn’t invest in technology. They are known for their unique culture.

Airlines 59

Airlines Travel Case Study Employee Experience 59

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. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

CX Centric

JULY 27, 2023

He is also well versed in a variety of CX disciplines, including journey mapping, survey process and analysis, the voice of the customer programs, employee engagement, and many more. Nate’s presentation was mainly based on a case study that one can surely use in understanding what is expected in the ROI transformation process in CX.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

Lumoa

MARCH 21, 2023

It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0 This is a book for everyone in any position in any organization.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Thematic

MARCH 27, 2024

This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels. With Thematic Answers we quickly get context for business issues, hearing it in the customer’s language The leadership team responded by forming a cross-functional task force.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Confirmit

JANUARY 15, 2020

Mars has created a Senior Sales Leadership Program – dedicated to a focus on building talent within the company instead of hiring external talent. Learn how the program has helped Mars to create a world-class leadership approach, ensuing an outstanding employee experience for its most promising teams.

Sales 52

Sales Training Case Study Leadership 52

Confirmit

JANUARY 15, 2020

Mars has created a Senior Sales Leadership Program – dedicated to a focus on building talent within the company instead of hiring external talent. Learn how the program has helped Mars to create a world-class leadership approach, ensuing an outstanding employee experience for its most promising teams.

Sales 52

Sales Training Case Study Leadership 52

Call Experts

MARCH 18, 2021

Your leadership can receive alerts, review, and approve: . employee schedules. employee ID. Let your teams spend time focusing on strategic activities like manager training and employee engagement events. Download the case study, click on this link: CallExperts-ThyssenkrupCaseStudy. PTO requests.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

Education Services Group

SEPTEMBER 29, 2020

Case studies. Without the involvement of Customer Success, sales will likely be resorting to the same select few case studies you’ve been using for years. It’s worth noting that case studies will often highlight new use cases for your product or service that you may not have otherwise known.

Sales 52

Sales Case Study Study Customer Success 52

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. He mentions that each of their areas of ministry had a heart for guest experience and wanted to implement a change.

System 162

System Hospitality Customer Experience Guest Experience 162

PeopleMetrics

JUNE 16, 2015

The majority of participants (82%) believe that their companies do a good job of recognizing employees for all that they do in service of the customer experience. 7 in 10 say that the company shares customer feedback with employees. Members of your leadership team are likely no exception. What The Numbers Imply.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

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

Maz Iqbal

OCTOBER 10, 2014

As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

ClearAction

DECEMBER 11, 2018

And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.). It provides vocabulary for consistent messaging to each of four core customer personas and to employees.”.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

ShepHyken

JUNE 10, 2019

My Comment: A good customer experience starts on the inside of an organization with a good employee experience. Yet, it’s been noticed that there are generational differences in how employees expect to be treated. This is an excellent article that breaks down the way leadership has managed the Boeing crisis.

Customer Service 111

Customer Service Survey Case Study Training 111

Michel Falcon Experience

FEBRUARY 27, 2020

He Changed the Employee Profile. Before Patrick’s leadership, we were largely a team of 20-25 year-olds. He had the experience to recognize that the company needed a team of people with true responsibilities other than buying beer. Not only did this save the company money, but we also performed better as a department!

Banking 97

Banking Employee Engagement Case Study Guidelines 97

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 Surveys.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

Maz Iqbal

OCTOBER 1, 2014

And that includes experience design: Customer Experience, and Employee Experience. ” - James Autry, Love and Profit, The Art of Caring Leadership. And, importantly, keeping these relationships in existence over the long-term. Now back to the Tops. I leave you to ponder considerateness and special treatment.

Employee Engagement 74

Employee Engagement Engagement Customer Experience Case Study 74

ijgolding

SEPTEMBER 21, 2015

‘Implement’ through the sharing of a process to apply the thinking using case studies from Liberty Global and Premier Inn. . ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. Patrick Dempsey OBE. MD Whitbread Hotels & Restaurants.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

inmoment

MARCH 12, 2020

Tip #5: Don’t Forget Your Employees. We cannot underscore the need to keep an employee experience perspective during this time. Employees own another level of stress in situations like this. . Check out eBooks, case studies, and more on www.inmoment.com/resources today! The Bottom Line.

Customer Experience 93

Customer Experience Travel Tips Policies 93

Bold360

JANUARY 22, 2020

You’ve heard it before: happy employees make happy customers. But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. Of course you want the customer experience to the best it can be.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

Qualtrics

MAY 21, 2021

This philosophy was the foundation for why Nebraska Medicine completely transformed their employee engagement survey process. To effectively improve the employee experience , they needed to be able to listen, understand, and take action immediately – not months or even a year from now. Keeping attention focused on improvement.

Engagement 26

Engagement Employee Engagement Case Study Survey 26

TechSee

JANUARY 25, 2023

Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Paul has more than twenty years of experience in enterprise software, with leadership roles in several areas fundamental to field services, such as mobile (Nokia), location intelligence (HERE Technologies), and data management (Endeca).

Management 41

Management Automotive Leadership Effort Score 41

Beyond Philosophy

FEBRUARY 10, 2015

Dress for Success: The White Lab Coat Effect and the Subconscious Experience. The Secret of a Great Customer Experience—Apple Case Study. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Case Study 60

Case Study Study Leadership Employee Experience 60

Beyond Philosophy

NOVEMBER 28, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Moreover, virtually any company can do experience lagniappe. 1) Make the small investment in enhancing employee experience, and have them focus on customer value. 3) Overpromise and overdeliver, consistently, on experience. Michael Lowenstein, Ph.D.,

B2C 83

B2C Banking B2B e-support 83

Beyond Philosophy

JUNE 7, 2016

CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

Qualtrics

JULY 31, 2020

Here’s a closer look at what it is, the metrics you should measure, how to get started, and a case study demonstrating people analytics in action. Build a world-class employee experience. Every interaction an employee has with an organization is a data point that can be utilized to glean insights – and improve EX.

Analytics 41

Analytics Data How To Net Promoter Score 41

SurveySparrow

FEBRUARY 26, 2021

They are integral for your culture, how your employees feel about the workplace, decision making, recruiting, etc. . What is leadership? Leadership is all about driving your team to achieve a shared goal or a vision. There are a variety of ways in which leadership assessment happens. What is a leadership assessment?

Leadership 52

Leadership Feedback Tools Exercises 52

PeopleMetrics

MARCH 2, 2015

In an independent research study , we discovered two items of note: Emotional factors drive employee engagement more than functional factors. Most of all, employees need a sense of purpose and to feel that they can trust leadership to drive the company forward. Gary had a long night ” by star5112 , CC BY-SA 2.0.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

SurveySparrow

NOVEMBER 9, 2020

It’s HR’s responsibility to provide an excellent employee experience throughout their employee lifecycle. The first few months of a new job is a vital part of the entire employee journey. If your employees have bitter experiences during these times, they will have negative feedback about the organization.

Software 59

Software Tools Management Employee Engagement 59

Smith+co CX

JUNE 9, 2016

The fact that Mr Ashley has lost control is not the issue, nobody with any experience of running a business would expect him to have control of every aspect of the business, the fundamental issue is that the Sports Direct leadership team have allowed this toxic culture to thrive. Is there any hope for Sports Direct internally?

Sports 28

Sports Culture Case Study Employee Experience 28

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Qualtrics

DECEMBER 15, 2021

Civil servants working in the CX space have mastered the art of getting scrappy for a quick win, using case studies to showcase the value of customer focus, and enabling leaders to make data-informed decisions. Talk to agency leadership about using cross-agency collaboration to close shared customer experience gaps.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26