Experience Matters

JANUARY 7, 2016

.” To help accelerate the focus, we created our Engage Employees campaign. I hope that you were able to find ways to focus on your employees last year, and that those efforts continue into the future. Shows that employee engagement is critical for customer experience. eBook : 15 Tips for Engaging Employees.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. The employee culture is one of energy and enthusiasm.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. We look forward to meeting more interesting professionals like them in 2015! . _.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues. In this conversation I want to talk about CX improvement.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Impacts of consistent engagement. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Strativity

AUGUST 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. And why is that a goal worth setting - and achieving - for your organization? And that translates to the bottom line. Need proof?

Company 80

Company Employee Engagement Leadership Employee Experience 80

Alida

DECEMBER 15, 2016

The report, conducted by consulting firms Prophet and GM Healthcare Camden Group, found that between 2013 and 2014, M&As increased by 14 percent, while patient satisfaction across the industry declined three percent. Engage your physicians and other employees.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

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. Proactive Engagement through the Business Readiness Board. “In

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

ReviewTrackers

MAY 15, 2020

7: Organizations that prioritize employer brand are 130% more likely to see increases in employee engagement. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. Online reviews and brand reputation matter to job seekers.

Brands 123

Brands Employee Engagement Financial Culture 123

Strativity

JULY 18, 2014

. . July 2014 News . . Accelerate Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees.

CEM 40

CEM Customer Experience Conference Employee Engagement 40

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. As Peter Drucker once said, “Culture eats strategy for lunch.”

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. This may require training, hiring for new skills and new attitudes; you''ll certainly want to be sure there''s a culture fit. When employees are engaged, their passion and ambition for the business will ensure they are focused on its success. Andy Grove.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs. Download report for $195.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Investigators by 360Connext

MARCH 23, 2015

They get to know their customers and communicate with them in the ways that create major engagement. Rod shares how understanding customers translates into creating special moments for customers and employees alike. They are a regional provider, and very, very proud of it. How can we prove we know them in the ways they want?

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

CX Journey

MARCH 22, 2017

A few years ago, I wrote a post called A Culture of Distrust. It lists 19 signs that you're in a culture of distrust and even includes a couple of the items mentioned in the Forbes article. Take a look, as this type of culture is definitely toxic. Quite simply, the culture and the employee experience are a mess.

Culture 95

Culture Leadership Employee Experience Employee Engagement 95

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. Underlying employees’ willingness to converse openly is a solid foundation of trust in the organization and the entire work environment.

Culture 26

Culture Communication Multi-Channel Feedback 26

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. Engaged employees lead to. That's insane.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . CEM Certification – October 21 – 23, 2014. . . Get a firmer grasp on the core concepts, winning strategies and hot topics surrounding customer-centric culture. Proof that Employee Engagement Drives Higher Sales and Customer Loyalty . . On-Demand .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Michel Falcon Experience

MARCH 10, 2019

Understand Their Purpose (as an individual, not employee). My book is titled, People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People. I define People-First Culture by building a business that your employees and customers will admire. Simple, right? Tell Them to Invest in Themselves.

Tips 112

Tips Management Culture Meeting 112

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. Blog Culture Customer Experience Featured c-suite leadership linkedin' And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. Two years later, it's still relevant! Tis the season.

Company 80

Company Culture Employee Experience Leadership 80

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. What is big data? and how is it used to deliver a great customer experience?

Data 177

Data Customer Experience Customer Journeys Analysis 177

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Sign up to watch Lior Arussy’s presentation from The Conference Board’s 2014 Change Management Conference.

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

Tricia Morris

OCTOBER 22, 2015

This typically leaves employees feeling the organization doesn’t offer much information at all, or if they do, that’s it not current or accessible. And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Engagement.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

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. It was a beautifully time to book for me when I started down digital engagement path. Who generally suffers from Imposter Syndrome. What can trigger it. pretty pleased.

Culture 111

Culture Study Leadership Employee Experience 111

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. Colin is an international author of four bestselling books and an engaging keynote speaker. It is not a slogan.

CEM 60

CEM CRM Conference Employee Engagement 60

Customer Bliss

MARCH 30, 2017

It engages leaders, unifies their decision-making, and creates an accountability forum. Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. In 2014, in the middle of a budget year, they were able to get $4.4

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Starting with the interview, they are committed to finding people that fit the culture they are trying to create. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things.

Leadership 154

Leadership CEM Sports Hotels 154

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. This is what Nunwood says about Appliances Online (ao.com): A clear value proposition wedded to an excellent service culture sets the brand apart. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014).

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Starting with the interview, they are committed to finding people that fit the culture they are trying to create. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things.

Leadership 68

Leadership Sports Hotels Social Media 68

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Starting with the interview, they are committed to finding people that fit the culture they are trying to create. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things.

Leadership 60

Leadership Sports Hotels Social Media 60

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130