ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? Quotes: “Connect intentions with expectations.

How To 77

How To Employee Experience Exceptional Customer Service Customer Retention 77

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Connecting your digital experience is here and now. Think smaller in 2018…specifically, mobile apps. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. 2018 “Integrator” Rackspace connected disparate ticketing systems via Calabrio ONE’s cloud platform, making any needed system adjustments easy to identify and implement.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Experience Matters

DECEMBER 10, 2018

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S.

Study 265

Study Connections Consumers Customer Experience 265

Customer Bliss

DECEMBER 4, 2018

Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

Alida

MAY 24, 2018

That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail. To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers. Get closer to your employees. Retail is far from dead.

Retail 189

Retail Conference Employee Engagement ROI 189

Customer Bliss

MAY 7, 2019

As we become increasingly self-sufficient in almost every part of our lives as customers, it becomes even more urgent that when someone connects with the humans of your company, that the contact is meaningful. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 28, 2018 at 11:30am PST. View this post on Instagram.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. Connect the Employee Experience to the Customer Experience. Employees are the key to any successful CX endeavor within an organization.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Sounds like measuring the employee experience to me!

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Call Experts

JANUARY 15, 2020

Ensuring personalized employee service experiences through the latest gadgets. Maintain high Employee Service Index. Adopt a consumer-centric model for employee experiences. . Improved employee productivity. Reduced turnover cost for employees. Impact of Customer Experience on Churn and Retention.

System 72

System Contact Center Call Center Customer Journeys 72

CX University

JULY 9, 2018

Some leaders have so much energy around them that their commitment might not need to be expressed in words (I am thinking about Steve Jobs), but many leaders need to search for an authentic connecting point between themselves and employees. Anderson made an important announcement to employees, which forged that connective tissue.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Call Experts

FEBRUARY 19, 2020

What is customer experience? Improving this experience is about developing an emotional connection to create a brand perception of your company. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. What is an employee call out-line?

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Call Experts

JANUARY 8, 2020

Make sure your customer support channels are more responsive, providing customers an opportunity to love staying connected to you. Create a custom experience that ensures complete satisfaction with your target audience. . Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Win: Connected Government Act passes. First, a look at the wins.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Tips 81

Tips Self Service Contact Center Call Center 81

Call Experts

JULY 17, 2019

Connect your brand to your customer sentiment. Consider the customer experience a priority for your business to increase customer retention and loyalty. Growing brands need to connect customer sentiments to a seamless customer journey to build a unique experience for new and existing customers. . More Blogs Menu.

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Call Experts

MARCH 5, 2020

If you need to connect your ERM, CRM, or ERP, so that records update in real-time, an experienced contact center is your best partner for the job. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Contact Center 80

Contact Center Call Center Customer Journeys Conference 80

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Sounds like measuring the employee experience to me!

Airlines 88

Airlines Travel Loyalty Customer Satisfaction 88

Call Experts

AUGUST 2, 2019

the firm helps connect businesses with a suitable agency or service provider that solves their needs. 6 Key Benefits of Employee Call Off Lines. Impact of Customer Experience on Churn and Retention. Employee experiences are connected to customer experiences. What is an employee call out-line?

Company 68

Company Call Center Conference Contact Center 68

Bold360

DECEMBER 19, 2018

2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. It’s all about being able to connect with customers – in a highly-personalized manner — when, where and how they want. Employee Experience Will Be the Next AI Frontier.

Chatbots 78

Chatbots Consumers Employee Experience Technology 78

Call Experts

JANUARY 29, 2020

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

Call Experts

FEBRUARY 12, 2020

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Call Experts

DECEMBER 12, 2019

The holiday season is the best time to develop emotional connections with your customers, which can be a competitive edge for your business in the market. . . Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

CX Journey

MAY 2, 2018

Image courtesy of Pixabay Have you seen Jeff Bezos' annual shareholder letter for 2018? Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. Within the last few weeks, Bezos released his 20th annual shareholder letter.

Leadership 116

Leadership Culture Fashion Innovation 116

Beyond Philosophy

NOVEMBER 14, 2017

In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. This is what I’ve often described as embedding employee ambassadorship in the enterprise DNA, and connecting the employee experience with the customer experience.

Airlines 87

Airlines Culture Consulting Leadership 87

inmoment

JANUARY 28, 2020

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. But as a quick-service restaurant chain connected through millions of pieces of data and feedback, it became nearly impossible to understand exactly how the two are connected. 2018: 65.0. 2019: 68.1.

Guest Experience 40

Guest Experience Effort Score Employee Experience Feedback 40

Call Experts

MARCH 18, 2020

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Contact Center 75

Contact Center Call Center Customer Journeys Conference 75

Comm100

MARCH 16, 2022

The United Kingdom’s Government Digital Services, the Canadian Digital Services, and Singapore’s Government Technology Agency are all examples of governments dedicating resources towards digital technologies that experience citizen experience, as well government employee experience.

Government 191

Government Customer Service Chatbots Effort Score 191

Qualtrics

DECEMBER 6, 2018

It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. The experience can be invaluable to your organization and allow you to earn continuing education credits to keep your certifications up-to-date.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

North Highland

MAY 28, 2019

The conversation centered on the need to connect CX strategies to business value (in fact, our 2018 research found that, with the benefit of hindsight, 69 percent of senior leaders attribute successful transformations to clarity of vision and business case).

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Call Experts

OCTOBER 18, 2019

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Call Center 64

Call Center Customer Journeys Conference Contact Center 64

Call Experts

OCTOBER 10, 2019

Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Use AI to enhance the customer experience journey. FCC blocks Robo-Calls.

Customer Journeys 64

Customer Journeys Call Center Conference Contact Center 64

SurveySparrow

SEPTEMBER 23, 2020

Smooth employee journey and serene employee experience. The employee experience concept is one of the most valuable concepts that focuses on employee engagement in the workforce. The term “employee experience” started to gain popularity in 2017. Compensation and Benefits.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59