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

CX Journey

DECEMBER 26, 2014

Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things. As you start to think about the strategies and steps involved in CEM, you realize that it is a change management process in and of itself. Changes must become a part of your DNA.

Management 158

Management CEM Culture Employee Experience 158

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

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

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

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Employee Ambassadorship Can Recruit Your Generation Z Workforce.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

B2B 117

B2B Customer Experience Employee Experience Customers 117

Innovative CX

FEBRUARY 26, 2019

The CX professionals have titles like Customer Insights Analysts; Voice of the Customer Program Manager; VPs, Directors, Managers of Customer Experience; Directors of Market Research; Member or Patient Experience Leader; Employee Experience Adviser, CXO and CX Evangelist to name a few. What’s in a name? What’s in a name?

CEM 40

CEM Customer Experience Professionals Course ROI 40

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience 126

Customer Experience Innovation Employee Experience Customers 126

Beyond Philosophy

JANUARY 28, 2015

This is effectively the culture of the organization. Understand “how things get done around here.” What are the unwritten Do’s and Don’ts? What are the taboo subjects? How do people get on in the company? Understand thoroughly what your boss expects of you. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM eBook Conference Customer Centricity 60

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. Is there such a thing as a single company culture? customerexperience #cx #cem #culture #companyculture. __.

Culture 52

Culture Company Policies Leadership 52

Customer Alignment

DECEMBER 18, 2017

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Beyond Philosophy

JUNE 4, 2015

Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years. In most instances, the customers see no proaction, brand ‘personality’ or brand-to-brand differentiation; and their experience of the brand is one-dimensional, easily capable of replacement.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

CX Journey

SEPTEMBER 30, 2014

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy. customer experience employee experience'

Employee Experience 158

Employee Experience Connections Customer Experience CEM 158