SurveySparrow

SEPTEMBER 8, 2021

A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need.

Connections 147

Connections Contact Center Analytics Travel 147

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. It’s the experience that drives engagement.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. Annette Franz.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Kerry Bodine

JANUARY 18, 2021

There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”. I was super excited (and nervous) to hop on the phone with him and to hear his thoughts on this book that I’d spent countless hours working on during the preceding months. And I can still remember the call like it was yesterday. “I

Comparison 227

Comparison Culture Groups Customers 227

Beyond Philosophy

JUNE 7, 2019

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.

Employee Experience 115

Employee Experience Consulting Employee Engagement Customers 115

Michel Falcon Experience

FEBRUARY 20, 2020

Here’s What You’ll Learn: How to Increase Employee Engagement Amongst Remote Teams Customer Experience and On-Boarding New Clients How To Balance Sales and Customer Experience. Are you interested in improving your company culture, employee engagement, and customer experience?

Sales 78

Sales How To Customer Experience Employee Engagement 78

Michel Falcon Experience

JANUARY 20, 2020

The internet era has HURT customer service. Find out WHY in my second installment of my four-part series that explores the best practices of “The 4 Generations of Customer Experience.” ” Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 78

Customer Service Employee Engagement Culture Course 78

SurveySparrow

SEPTEMBER 29, 2023

Employee recognition is not just a nice-to-have; it’s a must-have for any organization aiming to boost employee engagement and create a positive employee experience. In this guide, we’ll delve into the art and science of giving kudos effectively, leveraging employee recognition software, and much more.

How To 52

How To Employee Engagement Employee Experience Culture 52

Michelli Experience

AUGUST 17, 2016

Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.”. 2) Customer Engagement Drives Loyalty and Advocacy.

Employee Engagement 100

Employee Engagement Hotels Loyalty Customer Engagement 100

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You must line up the external experience to the internal one.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. On his best employee experience. On his passion for employee experience.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

Michel Falcon Experience

JANUARY 30, 2020

My third installment of The Four Generations of Customer Experience is here! Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers. THE SOCIAL MEDIA ERA.

Social Media 78

Social Media Customer Experience Employee Engagement Course 78

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

ShepHyken

SEPTEMBER 24, 2019

Customer Understanding. The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Happy employees result in happy customers.

Customer Centricity 109

Customer Centricity Employee Experience Communication Employee Engagement 109

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. It boosts productivity and enhances customer relationships. The Employee Engagement Solution: An HR Success Story.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

Michel Falcon Experience

JANUARY 23, 2020

In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. Are you interested in improving your company culture, employee engagement, and customer experience?

Employee Engagement 78

Employee Engagement How To Culture Course 78

ShepHyken

MARCH 11, 2022

and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. The simple answer is to start treating employees like you treat your customers.

Employee Experience 92

Employee Experience Hospitality Customers System 92

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. What emotions are we trying to evoke?

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Michel Falcon Experience

JANUARY 9, 2020

On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. Are you interested in improving your company culture, employee engagement, and customer experience?

Engagement 78

Engagement How To Sports Employee Engagement 78

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.” To me, that’s what “delight” is about.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It starts at the level of the employee experience.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. Plus, Shep and Chris discuss what happens when egos are removed from the leadership with examples from Aretha Franklin to book retailers.

Leadership 84

Leadership How To Culture Employee Engagement 84

ShepHyken

JUNE 19, 2018

Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Transparency is key.

Loyalty 76

Loyalty Conference Customer Satisfaction Training 76

CX Journey

OCTOBER 6, 2016

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. That works for employees but what about executives? I, personally, love the concept of "Involve me, and I will understand."

Culture 169

Culture Banking Metrics Employee Engagement 169

SurveySparrow

SEPTEMBER 20, 2021

Uses: Experience management software has so many uses. They can include customer experience (CX), employee experience (EX), product experience (PX), reputation management, and more. While most tools specialize in one business area, some platforms can manage the experience for multiple areas.

Omni-Channel 52

Omni-Channel Software Tools Management 52

Beyond Philosophy

NOVEMBER 22, 2017

They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck.

e-support 90

e-support Banking Culture Consulting 90

Customer Bliss

JULY 24, 2018

And as employees , we are drawn to companies that allow us to do so. As customers, we become emotionally attached to companies who consider our lives when they make decisions. However, not all companies behave in this manner when it comes to their customers and employees. We are programmed to care. They care about them.

Employee Engagement 161

Employee Engagement Tips Customer Satisfaction Conference 161

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164