CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. And when they are so engaged, they experience “Flow.”

Strategy 52

Strategy Financial Leadership Apparel 52

Customer Bliss

MARCH 23, 2022

Practicing Leadership Bravery by Trusting Employees. In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.” For example, the expense policy is: “Act in Netflix’s best interest.”

Case Study 139

Case Study Culture Study Company 139

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. 1, (Spring 2009): 54-58. Trahant, Bill.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. From shipping problems to return policies, riding the supply chain shortage storm means being more prepared than ever by anticipating customer concerns before they even happen. The Great Resignation is also upon us.

Tips 97

Tips e-support Customer Journeys Contact Center 97

Maru Group

APRIL 8, 2020

Employees who are more vulnerable are being given different roles that reduce their exposure to the public. ShopRite recently announced that it will also be providing a $2 increase to hourly rates and an enhanced sick leave and attendance policy. Maintaining a personal, human touch in an otherwise scary world.

Brands 52

Brands e-support Conference Measurement 52

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. The central role of communication in developing trust and its effect on employee involvement. Open Your Door and Your Ears.

Culture 26

Culture Communication Multi-Channel Feedback 26

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132