CX Journey

JULY 13, 2017

These examples all come from well-meaning bloggers and reporters over the years who want to create a quick fix to engage employees. On top of that, a lot of what is written about what employee engagement often defines the "employee experience" in general. Perks and rewards do not drive employee engagement.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

Calabrio

OCTOBER 19, 2022

These additional learning opportunities were a big hit, and we loved all the feedback from our customers about them. Extra hotel nights were booked, an additional dinner was prepared, and we coordinated safe transportation once airlines were cleared for travel. Invest in Your Employee Experience. times more profitable.

Connections 147

Connections Contact Center Analytics Travel 147

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Airlines Healthcare Transportation 52

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

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

SurveySparrow

JUNE 20, 2023

Therefore, regularly engage with them through surveys, feedback forms, or even informal conversations. Ensure you value your employees and address their needs. Know more about your employees, by signing up to SurveySparrow ’s employee experience survey.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

inmoment

MARCH 12, 2020

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Pay special attention to unstructured feedback and use those themes to train customer-facing teams in empathy and flexibility. . Tip #5: Don’t Forget Your Employees. Tip #1: Keep Listening .

Customer Experience 93

Customer Experience Travel Tips Policies 93

CX Journey

JUNE 23, 2015

Fact: The employee experience drives the customer experience. Herb Kelleher, Southwest Airlines How, then, do we get to this state of nirvana? First and foremost, no one can make an employee engaged. to facilitate and enhance those emotions or that commitment - then we have employee engagement.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

Michel Falcon Experience

AUGUST 13, 2014

When it comes to customer surveys, I believe there are three types of companies: The “surveys don’t work” company : This company never collects customer feedback because they are short sighted and don’t know what to do with the data. In this scenario, I would recommend not collecting feedback at all.

Survey 147

Survey Net Promoter Score Case Study NPS 147

Qualtrics

MARCH 19, 2020

As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity. Accelerate your feedback cycles. A big airline has turned off their surveys.

Airlines 56

Airlines Metrics Effort Score Survey 56

Thematic

MARCH 13, 2023

He presented XM Discover (former Clarabridge), a solution for understanding customer feedback at scale in front of an audience of 10K people. The Delta Airline’s CEO presentation felt like an advert for Delta. One great question came from a junior data analyst working with customer feedback. Johnny Taylor stole the show.

Entertainment 62

Entertainment Conference Advertising Airlines 62

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Actionable feedback is always important to improve. Middle East – Emirates , the Dubai-based airline, is known for its excellent customer experience.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Michel Falcon Experience

OCTOBER 23, 2014

I’ve learned a lot about customer experience in my career. I know that if you want to improve your customer experience within your organization, you don’t start with the customer. Southwest Airlines taught me that you must first begin with your employee’s experience. What’s the ROI?

Course 154

Course Training Competitive Advantage Customer Retention 154

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. It was really good to hear him extol the importance of storytelling in communicating your customer experiences (good, bad, and downright ugly), a previous recommendation on this blog.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

SurveySparrow

OCTOBER 19, 2020

Qualtrics became the first employee management platform measuring employee experiences through key metrics powered by predictive intelligence. Researchers often use Qualtrics as a survey tool and combine it with SPSS to analyze their survey data on employee experiences and many other types of survey data.

Comparison 59

Comparison Omni-Channel Survey Software 59

Russel Lolacher

MAY 30, 2022

It has been a while since you’ve been quote unquote, an employee. But I do want to ask the first question we ask every guest on the podcast, which is what’s your best or worst employee experience? So as I mentioned to you, it’s been when we say a long time, since I was an employee, it was high school.

Leadership 52

Leadership Culture Exercises Airlines 52

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Where: London, UK. Forrester CXNYC. When: June 20 to 21, 2017. Where: New York City, NY.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Qualtrics

JANUARY 2, 2019

OMB Circular A-11 Section 280 , called “Managing Customer Experience and Service Delivery,” tells agencies to survey customers, report the survey scores publicly, establish CX governance, work on the connection between customer and employee experience, and consider agency customers in service design.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Some Corporate Vision, Mission & Values Statements Get Close… Some corporate vision and mission statements can be a great jumping-off point for a Customer Experience Mission. ” Their employees are known to be warm, friendly and fun. Or keep asking around, and collect the feedback you get from employees.

How To 214

How To Brands Airlines Hotels 214

Wootric CX Blog

MARCH 9, 2021

CX programs center on Voice of the Customer (VoC) data — your customers’ feedback about their experiences and expectations for your products or services. . The key to a successful program lies in how you gather that feedback, how you process it and learn from it, and then act on it. . CX program fundamentals.

Feedback 52

Feedback Net Promoter Score NPS Effort Score 52

Elevio

APRIL 12, 2017

Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. My role has since expanded to the Director of Experience, overseeing the customer as well as the employee experience. How do you make sure you continue to provide an amazing customer experience?

Effort Score 40

Effort Score Airlines Measurement Brands 40

Qualtrics

NOVEMBER 24, 2020

Close employee experience gaps by mapping your people’s journey with your organization. In order to master employee experience , you must listen to your people at each stage of their journey with your organization. What is employee journey mapping? Facilitate employee-centric thinking and actions.

Customer Journeys 48

Customer Journeys Employee Experience Employee Engagement Survey 48

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

JULY 19, 2018

Year 2 – build an internal feedback mechanism in order to facilitate changes. Sue Martin Homes is a Global E-commerce Customer Service Executive with over 25 years experience in Customer Service, Call/Contact Center, and Business Operations Management in E-commerce Retail, Outsourcing, Wireless, Cable, and Airline industries.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

SurveySparrow

JULY 5, 2022

35 How much do you agree or disagree with the following statement-” The ability to send anonymous surveys is important for gathering feedback from employees.”. 46 The organization trains its employees to keep them updated with the latest trends in the industry?

Survey 52

Survey Engagement Effort Score NPS 52

Customer Alignment

DECEMBER 18, 2017

This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Qualtrics

AUGUST 13, 2020

Employee experience begins and ends with safety; it is the most important thing an organization can do. Step #3 Listen: Create channels for feedback and reporting safety concerns. Create and clearly communicate a channel for employees to communicate about hazards or safety issues to leadership.

Culture 26

Culture Employee Experience Transportation Communication 26

SmartKarrot

JANUARY 20, 2022

Developers can achieve this through their cloud platform, which provides real-time feedback and automated solution suggestions during the development process. Duffel is a platform that aims at transforming travel booking processes while improving the client experience easier and faster.

Company 10

Company Hotels Software Social Media 10

Qualtrics

NOVEMBER 11, 2019

DD: Be persistent about getting feedback from any and everyone that you can; the number of blind spots we all have can be overwhelming. What lessons would you share with someone in or coming into a leadership position (with or without a military background)?

Leadership 4

Leadership Management Tips Culture 4

Russel Lolacher

FEBRUARY 27, 2023

Well, without asking you the first question, which is, what’s your best or worst employee experience? And he gave me some pretty specific feedback around like, look at this, like this, this part is really not up to scratch for this reason. So I’m really excited to dig into this. So not just what do you think?

Employee Engagement 52

Employee Engagement Engagement Culture Feedback 52

Qualtrics

MARCH 31, 2021

Many were left wondering what impact the sudden shift would have on the future of experience. Employee experience was bound to look different , as millions of workers went remote for the first time, while customer experience was tailored to mandatory safety protocols. Employees support vaccine mandates.

Hotels 49

Hotels Travel Airlines Financial 49