ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. This example is illustrative for what happens to many companies that set out to be customer centric.

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Supporting Customer Engagement as Channel Preferences Evolve. Connecting with Customers with Empathy.

Contact Center 52

Contact Center Competitive Advantage Employee Engagement Analytics 52

Happy or Not

OCTOBER 2, 2023

An engaged employee’s innovative thinking and commitment to success contribute to a brand’s image and reputation. Happy employees lead to high-quality service, giving the company a competitive advantage in the market. Can employee engagement make a customer happy?

Customer Service Representative 36

Customer Service Representative Customer Satisfaction Competitive Advantage Employee Engagement 36

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

SurveySparrow

DECEMBER 29, 2023

Plotting Out Customer Journey Maps A customer journey map is a graphical illustration of every interaction your customers have with your business. It provides a unique perspective into how customers engage with your brand at each touchpoint. Can a CX Roadmap impact employee experience and engagement?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

GetFeedback

MARCH 22, 2019

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys. In the U.K.,

Survey 186

Survey Employee Engagement Competitive Advantage Measurement 186

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147