InMoment XI

MARCH 14, 2023

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. What role does Experience Improvement play here, and how? Jim: How does customer experience play a role in how Avnet deals with global supply-chain challenges?

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

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. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

CX Journey

MARCH 17, 2016

Thus, technically, to build a customer-oriented business that is fully engaged in creating a delightful experience for your customers, you need to put your employees first. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers. And it’s not just studies that prove this connection.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Patricia Smith, VP of Customer Support, Hotwire Communications – Patricia was a finalist at the 2023 Stevie Awards for Customer Service, as Woman of the Year.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Companies can, for example, conduct qualitative research, such as juries and panels to evaluate alternative communication concepts and executions. You Also Might Like… New Report: Keys to Community Readiness and Growth.

Connections 60

Connections Social Media Banking B2C 60

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Resources 100

Resources Company Consulting Employee Experience 100

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. We build connections by acknowledging that each of our experiences is important.

Communication 34

Communication How To Policies Feedback 34

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

To deliver consistent, positive experiences, you need consistent, positive communications. Do you know the customer experience misconceptions at your organization? I was consulting with a client who was concerned about how to move to a more remote workforce. A Void of Communication Creates Misunderstanding.

How To 143

How To Culture Communication Customer Centricity 143

Qualtrics

OCTOBER 22, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. Most of my work in management consulting and corporate strategy focused on accelerating growth and expanding profitability. What made you want to get into customer success consulting? I love promoting growth!

Consulting 36

Consulting Customer Success Leadership Customers 36

BlueOcean

OCTOBER 8, 2021

So after pulling in customer service consultants, the company decided to minimize customer distress by installing the devices over a five-year period. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Accessibility is the experience.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members! Accessibility is the experience.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. The 60-day plan focused on improving employee experience and behavior. Karen asked, “if something has been done one way for so long, why not try it another way?”

Airlines 176

Airlines Industry Strategy Customer Experience 176

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

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Survey Employee Engagement 52

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. Open Communication Definition.

Culture 26

Culture Communication Multi-Channel Feedback 26

Oracle

JUNE 23, 2020

For a new LinkedIn connection, send a message saying something to the extent of, ‘Thanks for connecting, have a great day.’ “I recently turned to some different ways to network, share expertise, and really connect with people. Encourage viewers to make a connection. Answer others’ questions.

Tips 94

Tips Social Media How To Connections 94

Beyond Philosophy

OCTOBER 13, 2022

We needed a better way to communicate. If we had a video option to communicate, the entire experience would have been better for both sides of the call—and I would have the flight I wanted on an upcoming trip. Video can be the untapped jewel of your experience design. Video facilitates communication.

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

Customer Bliss

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. Communicate your role to your colleagues and peers. Don’t Be Afraid to Reorganize and Restructure Your Team.

Transportation 129

Transportation Industry Management Guidelines 129

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. Employees want clarity on everything and expect frequent updates.

Government 119

Government Conference Communication Employee Experience 119

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. All of this is achieved while maintaining anonymity and impartiality through this anonymous employee feedback tool!

Tools 52

Tools Feedback Analysis Survey 52

Beyond Philosophy

APRIL 15, 2019

Moreover, there is a link between that emotional connection customers feel for you and the dollars they spend with you. Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” then it will reflect in your employee’s behavior towards customers.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Survey 68

Survey How To Culture Leadership 68

Beyond Philosophy

SEPTEMBER 11, 2014

They communicate well. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.

Banking 138

Banking Culture Employee Engagement CEM 138

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. You’re looking for the best employee experience tools to gather this priceless feedback.

Tools 52

Tools Feedback Analysis Survey 52

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017.

Case Study 152

Case Study Airlines Conference Wait Times 152

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

The DiJulius Group

MARCH 25, 2020

1. Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Read Full Article.

How To 61

How To Government Consulting Groups 61

CX Journey

AUGUST 15, 2018

People tend to connect to stories and, therefore, remember them and the message they convey. So, it was with great pleasure that I agreed to an interview with Park Howell of The Business of Story to talk about journey mapping and how to use mapping to tell the customer (and the employee) story. Through storytelling, he.

Customer Journeys 90

Customer Journeys Transportation Roadmap Connections 90

Support EXP

NOVEMBER 23, 2023

An inarguable (and often inconvenient) fact is that a great customer experience (CX) begins with a great employee experience (EX). Further, a great customer experience goes hand-in-hand with revenue growth and profitability, as your satisfied customers stay with you, do more business with you, and refer you to others.

Culture 52

Culture Net Promoter Score NPS Competitive Advantage 52

Beyond Philosophy

DECEMBER 5, 2017

In other words, call center employees are under attack, unprepared, and unhappy—and employers are unresponsive. We see this sort of thing all the time in our global Customer Experience consultancy. Moreover, the employers appear to do nothing to relieve their employees. Why Am I Not Surprised? 13 November 2017.

Call Center 111

Call Center Contact Center Training Study 111

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

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

SurveySparrow

NOVEMBER 4, 2020

For a small organization, getting to know and care for your employees is not hard. People know each other personally, and communication is relatively easy. It’s tougher to keep employees satisfied and make them feel heard. When that happens, employee surveys become a much-needed exercise. . The Exit Employee Survey.

Survey 59

Survey Employee Engagement Employee Experience Culture 59

Beyond Philosophy

JANUARY 10, 2018

Most organizations do not fully understand, or leverage, the key linkages 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.

Company 60

Company Travel Leadership Employee Engagement 60

Forcivity Salesforce

JANUARY 5, 2022

Replacing obsolete systems can also help employees in an organization improve their communication to allow for better collaboration, especially as more companies begin automating processes and enabling remote work opportunities. However, brand loyalty is not possible without improving the employee experience as well.

Customer Experience 59

Customer Experience CRM Technology Loyalty 59