Beyond Philosophy

SEPTEMBER 11, 2014

Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. 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. That is to say, Amazon has it—and Bank of America doesn’t. The Top 10 Companies.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications. We had to address what was happening with a robust communications strategy, best practices training, and reinforcement along the way. They make assumptions based on culture.

How To 143

How To Culture Communication Customer Centricity 143

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

Experience Investigators by 360Connext

FEBRUARY 9, 2021

In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways. How to invest in Customer Experience. Defining a customer experience strategy is not enough. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements.

Culture 169

Culture Banking Metrics Employee Engagement 169

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Customer Bliss

NOVEMBER 8, 2018

Prior to Rigor, Francis was familiar operating as a B2B vendor, but it wasn’t until he was the First Vice President, Chief Performance Architect at Bank of New York Mellon when he found himself on the other end of the relationship as a customer. Francis started to transform company culture into one that celebrates the wins of employees.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Customer Bliss

MAY 16, 2018

During his first week as a customer at The Bank of New York Mellon , he realized that there was a major disconnect between receiving a product/service and the actual experience that comes with it. As a leader at Rigor, he was able to communicate this lesson to his team and implement processes to help facilitate this engagement.

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. Helsinki, 31 January 2023 The UK-based retail and commercial bank Shawbrook has selected Lumoa to help them manage and analyze feedback from their customers. What’s more, it’s an intuitive platform that anybody can use.”

Banking 208

Banking Feedback Management Culture 208

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. Conclusions: Tie competitive advantage to employee engagement.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

PeopleMetrics

MARCH 13, 2015

There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete. Communication is core to customer centricity. We say, Hear! It''s about time.

Communication 48

Communication Customer Experience Net Promoter Score Customer Centricity 48

Integrity Solutions

JULY 25, 2023

The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. Incidents involving banks like SVB and First Republic Bank, coupled with the emergence of new banks, have placed many regional and community banks in a precarious position.

Banking 72

Banking Customer Expectations Omni-Channel Financial 72

Beyond Philosophy

NOVEMBER 22, 2017

The stage includes ensuring that the employee has access to any applications and systems that are required for his job. Career Planning : During the planning stage, the employee and management collaboratively develop objectives and goals.

e-support 89

e-support Banking Culture Consulting 89

Customer Guru

APRIL 5, 2018

He has also built several employee-onboarding programs that take less time and allow trainees to contribute more quickly. Apart from these, he has also designed and built communication programs for African e-commerce platforms. The reality in banking is that product — whether commercial loans, credit cards, mutual funds, etc.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Customer Bliss

OCTOBER 10, 2017

In this capacity, Maury provides executive level oversight to all of our primary customer service channels including our branch network, Member Service Centre and online/mobile banking channels. Because this is very important to how he outlines his experience work, it’s important to list them up front. People and culture.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. In the banking sector this is especially apparent. A customer service culture has to be built on more than just words.

Customer Service 67

Customer Service Self Service Banking Culture 67

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. Global banking client reduced agent training time from 10 weeks to 4 weeks while being compliant with regulations.

Self Service 52

Self Service Management Contact Center Average Handle Time 52

Michel Falcon Experience

FEBRUARY 27, 2020

Receiving a loan from the bank with this proof of income wasn’t very likely. Patrick must have known that this major change, one that would impact individuals’ bank accounts (a sensitive topic), would cause some of his team members to quit. But, the decision needed to be made.

Banking 97

Banking Employee Engagement Case Study Guidelines 97

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. And generally speaking, that employee experience was very reflected in that moment, let’s say. Who generally suffers from Imposter Syndrome. What can trigger it.

Culture 111

Culture Study Leadership Employee Experience 111

Beyond Philosophy

DECEMBER 5, 2016

In a September 13 th Wall Street Journal article, CEO John Stumpf said that the bank didn’t have a bad culture, but that it has been working to weed out bad employee behavior. Pronouncements like that should reflect a customer-centric culture, ambassadorial employee behavior, and positive customer perception.

Culture 60

Culture Customer Centricity Social Media Banking 60

Think Customers

MARCH 21, 2023

Source: Qualtrics Yousafzai, speaking on International Women’s Day, called upon business leaders to examine the culture they create to ensure technology career opportunities are available to more women from all backgrounds and that resources needed to flourish at work are accessible to everyone. 1 thing employees want from us.”

Report 52

Report Airlines Healthcare Transportation 52

ClearAction

OCTOBER 12, 2022

This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.).

Metrics 62

Metrics Management Effort Score ROI 62

Beyond Philosophy

NOVEMBER 22, 2015

The answer is: leadership and communication. You must strategize and communicate your plan to the team, with a set framework and guiding principles that forge a path to success. Communicate regularly. If you have any doubt about how much communication is too much, err on the side of over-communicating.

Leadership 60

Leadership Banking Communication Employee Engagement 60

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

ijgolding

SEPTEMBER 21, 2015

Hill II Founder/Chairman Metro Bank. Shaun and Andy have created another great book “On Purpose”, describing simply how great businesses use purpose and focus to fill customer needs and create value. Well done”. On Purpose is a profound yet practical book no leader should miss reading.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Strativity

APRIL 24, 2017

On the other hand, organizations who consistently update and innovate their onboarding programs have seen major advantages and are likely to be better positioned to respond to employee and marketplace trends because they have their fingers on the pulse of what is currently happening in the marketplace.

Customer Journeys 55

Customer Journeys Employee Experience Consulting Video 55

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? What type of professional legacy do you create by reinforcing barriers to stakeholder communication? Then, take these next steps….

Customer Retention 72

Customer Retention Communication Culture Meeting 72

Customer Bliss

AUGUST 8, 2017

This was successfully achieved by developing a collaborative, creative and agile culture which in turn, established the foundations for new innovative commercial initiatives. ” They cited generic, non-customized communications and overall bad (or unmemorable) customer experience. Why did Stephen depart Standard Life?

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

SurveySparrow

DECEMBER 7, 2020

Digital transformation can also be understood as a cultural shift in favor of efficiency. Digital tools can help you now in areas as wide-ranging as employee experience to customer acquisition. Are you doing it to improve customer experience? A Team Communication Tool. What does that mean? A Cloud Storage Manager.

Tools 52

Tools Roadmap Social Media CRM 52

Strativity

APRIL 24, 2017

On the other hand, organizations who consistently update and innovate their onboarding programs have seen major advantages and are likely to be better positioned to respond to employee and marketplace trends because they have their fingers on the pulse of what is currently happening in the marketplace.

Customer Journeys 40

Customer Journeys Employee Experience Consulting Video 40

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Qualtrics

NOVEMBER 19, 2019

Any company can be the next Google or Apple with the right people, culture, and set of HR practices in place. – Geoff Ho, PhD, Director of Organization Development at Rogers Communications. Empower employees with the freedom to do what’s right for the customer.”. My advice to newcomers in the Employee Experience world?

Management 31

Management Chief Customer Officer Healthcare Banking 31

One Millimeter Mindset

MARCH 6, 2019

When customers need to “check in” with stakeholders throughout the organization, instead of hearing back from employees, customer trust erodes. Also, customer confidence in your organization’s collaboration and communication culture decreases. Her playbook of communication hacks, Do YOU Mean Business?

Sales 68

Sales Customer Confidence Touchpoint Communication 68

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Often, employees are unable to have each other’s – and your customers’ – backs. Co-create a culture of servant leadership.

Culture 63

Culture Leadership Employee Experience Resources 63

Russel Lolacher

JANUARY 2, 2023

How selfish leadership can hurt a company culture. What to do if leadership doesn’t want to model good culture. “Culture is driven top down and felt bottom up. The only people that know the company culture is the bottom of the org chart. Culture is driven top down and felt bottom up. Russel Lolacher.

Leadership 52

Leadership Culture Financial Groups 52

One Millimeter Mindset

MAY 23, 2019

Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Her playbook of communication hacks, Do YOU Mean Business? Especially in industries with STEM and left-brain stakeholders.

Leadership 70

Leadership Conference Innovation Culture 70

Qualtrics

AUGUST 11, 2021

Globally, only one in two employees feel engaged in their work. . Recent studies, including one by Qualtrics , have shown that employees feel more motivated at work and willing to stay with a company that cultivates a positive employee experience (EX), prompting employers to rethink employee engagement with a more holistic approach.

Employee Engagement 26

Employee Engagement Employee Experience Banking Engagement 26