PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Since 2013, Zappos has been working toward an organizational system known as Holacracy. A Call to Arms.

Employee Engagement 48

Employee Engagement Engagement Customer Centricity Video 48

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. In my experience, banks don’t ever put the customer first.

Banking 138

Banking Culture Employee Engagement CEM 138

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? 1 It’s rare because we underestimate employees’ interest in customer sentiment.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Today that doesn’t happen.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. In my experience, banks don’t ever put the customer first.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60