Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. And better yet, it was part of the overall culture.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Magellan Solutions

JULY 20, 2023

Language learning has become a key factor in bridging cultural gaps and is essential in developing personal and professional backgrounds. These intelligent conversational agents simulate real-life interactions, allowing learners to engage in lifelike dialogues and receive immediate feedback.

Communication 94

Communication Tools Chatbots Exercises 94

Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. The TSIA Interact sessions I attended were all fantastic.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . When employees interact with customers, they have the great responsibility to represent the entire organization.

Customer Centricity 120

Customer Centricity Culture Exercises Leadership 120

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. You can understand that you need to eat healthier and exercise more to live a healthy life. Level 3: Alignment and Integration Ultimately, the goal is to gain alignment throughout the organization and your culture.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. KEY TAKEAWAYS What a learning moment is for leaders. And I’m not done yet.

Culture 52

Culture Leadership Employee Engagement Consulting 52

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Is that a job you’d likely remain for the long haul? What does this say about that company?

Tips 296

Tips Culture Exercises Feedback 296

Up Your Service

FEBRUARY 11, 2019

What is HR’s role in creating a strong and sustainable service culture? What is a service excellence culture? Based on your interactions and studies in the business community, what is the one thing that employers get wrong about a service culture? What are your tips for sustaining a culture of service excellence?

Culture 40

Culture Exercises Leadership Tips 40

CX Accelerator

NOVEMBER 11, 2022

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. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ShepHyken

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. The interactions a customer has on your company’s website will be different than over the phone or in person. And you may need more than one map. Follow on Twitter: @Hyken.

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. Every interaction at every stage of the customer’s journey can affect loyalty. Exercise, stress management, and eating specific foods can boost our serotonin.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Is that a job you’d likely remain for the long haul? What does this say about that company?

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Is that a job you’d likely remain for the long haul? What does this say about that company?

Tips 182

Tips Culture Exercises Feedback 182

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Beyond Philosophy

APRIL 25, 2024

This exercise allowed my potential clients to understand the concept personally. Moreover, remember the culture and situation; what is a great story in one place/country/interaction might not be a great one in another. I also found that 99 percent of people used emotional words when they told these stories about experiences.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

ChurnZero

JANUARY 18, 2023

Through our candidate outreach and interactions, we acquire lots of qualitative information about why people are looking to leave their current employer and what makes them stay. A culture of recognition. Candidates seek out a workplace culture that makes them feel valued and shows that their contributions make a difference.

Customer Success 98

Customer Success Culture Exercises Trends 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. They care about the people with who they are interacting with. For me, I can only think of two brands I’m truly loyal to, Nike and SWAT Health (my gym). I don’t wear Adidas anymore.

Loyalty 60

Loyalty Culture Strategy How To 60

C3Centricity

JULY 1, 2019

True understanding comes from regular interaction with your customers, not just from an infrequent observation or two. In the exercise, people are asked to count the number of passes made by the team in white, so that is what the observer will concentrate on. What is appropriate in one culture may be offensive or irrelevant in another.

Culture 149

Culture Exercises Connections Analysis 149

CSM Magazine

APRIL 13, 2023

This training is essential for companies because it helps foster an ethical culture within the workplace. What’s more, online ethics training can also save companies time and money by avoiding any unethical situations; this form of exercise helps prevent people from making poor decisions that could lead to fines or litigation.

Training 52

Training Company Gamification Policies 52

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Ultimately you should elevate this exercise of eliminating useless contact to the level of high art. [Originally published in Forbes.com. And so forth.

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

Seaton CX

JANUARY 17, 2024

A customer journey map is a visual representation of the customer’s experience as they interact with your product or service to accomplish their goal. Benefits of Journey Mapping for Contact Centers Contact centers are often the first point or most frequent point of human interaction between a company and its customers.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

Kustomer

FEBRUARY 17, 2022

This sets the tone of the interaction from the beginning and it’s for the agent to turn the interaction around. These interactions can often be encounters with individuals that are already angry and frustrated. Poor Workplace Culture: Customer support can oftentimes be undervalued in an organization.

Tips 97

Tips Customer Service Exercises Omni-Channel 97

SurveyGizmo

SEPTEMBER 11, 2020

By Tor Stenbakken, Director, Organizational Development at Four Winds Interactive. Companies with a highly engaged culture perform better, with higher stock prices, higher productivity, lower turnover, and greater customer satisfaction.” . Instead of feeling heard, employees view surveys as an exercise in futility.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

Strativity

JANUARY 29, 2018

Culture can be measured very simply by two critical factors. The first gauge for culture is what people say and do when their CEO isn’t looking. When you listen to the unfiltered memes in the organization, you get a sense of the true culture. In short, culture is what employees dare to do, not just what they are forced to do.

Culture 40

Culture Employee Engagement Exercises Study 40

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? Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Do we forget that we're all humans? Characterize.

Customer Experience Design 150

Customer Experience Design Exercises Culture Leadership 150

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. It has a customer-focused culture, hires good people, and is consistent and predictable. It turns out that 97% of police interactions with the public do not result in an arrest.

Company 71

Company Fashion Customer Service Training Comparison 71

CX Journey

JUNE 20, 2019

Agile working in hearts and minds The first theme I noticed is a culture that embeds four principles. Principle 1: Individuals and Interactions The first principle is a valuing of individuals and interactions over processes and tools. Rather than hiding behind formal steps or documents, Agile working means human interaction.

Analytics 138

Analytics Culture Exercises Data 138

CSM Magazine

DECEMBER 10, 2021

Unfortunately, in customer service settings, these sentiments affect much more than employee happiness or turnover—often impacting customer interactions and even customer satisfaction with your brand. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

CX Journey

APRIL 25, 2018

As such, journey maps are an illustration made by walking in your customers’ shoes to capture their steps, needs, and perceptions for some interaction they had with your company, some journey they were taking to achieve some outcome. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

SurveySensum

JANUARY 1, 2024

Encourage Peer Recognition: Foster a culture where team members appreciate each other’s accomplishments. Beyond this innovative program, Accenture employees praise the company’s effective management practices and early delegation of responsibilities, fostering a culture of trust and empowerment.

Social Media 52

Social Media Effort Score Customer Satisfaction Case Study 52

ECXO

MARCH 20, 2024

Unlock the magic of positive language and elevate CX to the next level Today, we’ll be exploring the fascinating world of language and its impact on customer interactions. When negative language is used, it frames an interaction as a problem or a conflict.

Communication 52

Communication Interaction Examples Loyalty 52

Qualtrics

SEPTEMBER 12, 2019

Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights. Here are the 3 things Amex is doing to bring a customer-centric culture to life…. Want to Dive Deeper into Creating a Customer Culture?

Customer Centricity 24

Customer Centricity Culture Exercises Customer Service Representative 24

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Customer Experience Culture – Customer Experience communication and engagement. Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Kustomer

NOVEMBER 22, 2021

These interactions can often be encounters with individuals that are already angry and frustrated. Poor Workplace Culture: Customer support can oftentimes be undervalued in an organization. Exercise is another way to reduce stress as it is proven to provide relief from mental exhaustion and help reset cognitive function.

Tips 98

Tips Exercises Omni-Channel Chatbots 98

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

Beyond Philosophy

MAY 28, 2021

The crucial part of this concept is that there are limits on how much social interaction people can effectively manage. You may have different job types that interact with your organization. Also, it is essential to remember what those emotions might mean from a cultural perspective. Cultural change is hard.

Customer Experience 155

Customer Experience Management B2B B2C 155