Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” of customer experience. Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 109

Culture Leadership Exercises Groups 109

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 83

Culture Leadership Exercises Groups 83

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee. But culture doesn't just happen, either.

Culture 86

Culture Meeting Exercises Groups 86

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Business owners need to treat their employees how they would like them to treat customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

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

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Of course each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how and the “what do I do about it?” ” of Customer Experience. 12 Tips to Help You Communicate About Customer Experience. Ask your employees for examples.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

CSM Magazine

MARCH 28, 2024

Open Communication Channels Create a culture of openness. Organize Team-Building Activities Team-building exercises can enhance cooperation and reduce tensions. It’s also a fun way for employees to connect outside of work-related tasks. Physical health is intrinsically tied to mental well-being.

Contact Center 52

Contact Center Call Center Exercises Resources 52

ShepHyken

JANUARY 15, 2024

How can businesses encourage employees to responsibility for their actions? How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture? .” About: Art Turock is an elite performer in both business and sports.

Sports 80

Sports How To Exercises Culture 80

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

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

Michel Falcon Experience

NOVEMBER 7, 2019

As for exercising, sure I go to the occasional Barry’s Bootcamp but I wouldn’t allow anyone else to train me other than the trainers at SWAT Health. The post How to Earn Customer Loyalty and Maximize Employee Retention With A Unique People-First Culture Strategy appeared first on Customer Experience Customer Service Keynote Speaker.

Loyalty 60

Loyalty Culture Strategy How To 60

CX Journey

DECEMBER 31, 2015

I will solicit executive commitment and buy-in to focus on the employee experience I will solicit executive commitment and buy-in to focus on the customer experience I will clearly define our CX vision and strategy I will ensure we have a governance structure in place I will assess the current state of our culture and employee experience I will assess (..)

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Exercises 80

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Employee experience is the sum total of the supporting environment enabling employees to perform. You can get faking, but not caring.

Culture 40

Culture Employee Experience Exercises Travel 40

CX Journey

MARCH 16, 2017

There are a lot of folks in this position, and I think it's a worthwhile discussion/exercise. I'll list a few, and I'd love to get your thoughts in the comments below on what else we could do/add to the list. They just need to do the work and put in the time. What else would you add to the list above?

Exercises 112

Exercises Culture Policies Employee Experience 112

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Employee experience is the sum total of the supporting environment enabling employees to perform. You can get faking, but not caring.

Culture 40

Culture Employee Experience Exercises Travel 40

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. ” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Numerous participants enroll for general skill-building.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport has a true-false quiz for each module, whereas the CCXP Exam Course has 275 multiple choice questions and module-specific workbooks with Topic Exploration, Application, and Mastery exercises. Almost-automatic CX excellence means preventing issues for customers consistently.

Sports 71

Sports Customer Experience Handbook Case Study 71

CX Journey

JUNE 6, 2018

Do we get dragged down by the corporate culture we work in day in and day out? Does that culture suck the empathetic life out of us? There's really no excuse that ever makes it OK to not deliver a great customer experience to the customer in front of you. Do we forget that we're all humans? Characterize. Research your customers.

Customer Experience Design 150

Customer Experience Design Exercises Culture Leadership 150

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. How do you shift to a purpose-driven culture? It’s hard work changing culture. Be consistent.

B2B 122

B2B Brands Innovation Government 122

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. You need to do a culture crystallization exercise with employees.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Russel Lolacher

MAY 30, 2022

There’s no such thing as great cultures without great leaders.”. It has been a while since you’ve been quote unquote, an employee. But I do want to ask the first question we ask every guest on the podcast, which is what’s your best or worst employee experience? Finding value-driven leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Experience Investigators by 360Connext

JULY 24, 2019

And if we ask these routine followers to add something like journey mapping exercises or responding to customer feedback there might just be a mutiny. Organizational culture and systems can’t change. Old school businesses often had a culture of “CYA.” Change is hard for humans. CX Problem #3.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

Qualtrics

AUGUST 21, 2020

You wouldn’t expect results from eating healthy but not getting enough sleep and neglecting your exercise regime, so why take that siloed approach with your employee wellness program? Here’s how to construct a holistic wellness program that meets all of the needs of your employees – and bolsters employee experience in the process.

Culture 26

Culture Company How To Financial 26

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Ultimately, Leapsome is an essential tool for organizations aiming to cultivate a culture of development and continuous learning.

Tools 52

Tools Feedback Analysis Survey 52

SurveySparrow

NOVEMBER 4, 2020

It’s tougher to keep employees satisfied and make them feel heard. When that happens, employee surveys become a much-needed exercise. . Employee engagement is one of the most important things. According to a survey, about 90% of leaders believe employee engagement has some impact on the success of a business.

Survey 59

Survey Employee Engagement Employee Experience Culture 59

Russel Lolacher

SEPTEMBER 20, 2022

Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. And generally speaking, that employee experience was very reflected in that moment, let’s say. Who generally suffers from Imposter Syndrome. What can trigger it.

Culture 111

Culture Study Leadership Employee Experience 111

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Develop employee personas. So where do you begin?

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

SurveySparrow

OCTOBER 10, 2020

It is clear, then, that we all understand the importance of employee experience management. . There are great solutions available now to help improve employee satisfaction. Below, we take a look at some of the best workforce engagement software that you can use to get your employees engaged! It’s time to change that.

Tools 59

Tools Engagement Employee Engagement Employee Experience 59

West Monroe

FEBRUARY 23, 2022

That exercise is ultimately necessary and valuable. We see three focus areas that must be in place for the factory of the future: an operations data foundation, a cyber-aware culture, and—most importantly—people who are connected and equipped to make the most of technology. Chapter 2: Create a culture of cybersecurity.

Leadership 52

Leadership Culture Training Technology 52

Russel Lolacher

OCTOBER 3, 2022

What you need to know to understand if you’re finding the right culture for you. What is the worst or best employee experience you’ve ever had? But you’re right, it also has to kind of be nurtured within a culture that gets it. But the employee journey has so many twists and turns to it.

Exercises 98

Exercises Culture Employee Experience Employee Engagement 98

Qualtrics

JULY 20, 2021

Before the pandemic, workplace technology was already critical to the employee experience. Employees needed hardware, like a laptop and a phone, to perform their jobs. And then the pandemic hit, and workplace technology became the employee experience. Or head to the kitchen to start cooking dinner, etc.

Culture 49

Culture Employee Experience Technology Exercises 49