InMoment XI

MARCH 2, 2022

It must come through disciplined leadership, investment, assessment, and change. The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment.

Culture 260

Culture Connections Company Leadership 260

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. It is about looking for ways to retain customer loyalty and therefore longevity through empathy.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . 7 Customer Experience Insights You Can Apply to Your Organization. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. In the end, everything is connected.

B2B 98

B2B Customer Experience Roadmap Culture 98

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)? NPS, CSAT, CES, etc.)?How

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What is the employee experience (EX)?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What is the employee experience (EX)?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Maru Group

JANUARY 17, 2023

Companies recognize that delivering a great Employee Experience (EX) that considers and puts its employees first is the key to unlocking better business outcomes. My name is Glyn, and I have 20 years of experience measuring and building great employee experiences. Que the pizza party calendar invite.

Employee Engagement 79

Employee Engagement Engagement How To Employee Experience 79

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Consider what customer-centric brands are doing to earn customer loyalty.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Or will you choose to have “those” conversations?

Leadership 86

Leadership Innovation Resources Culture 86

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Bill Quiseng

JANUARY 10, 2022

Leaders will COMMUNICATE transparently any information that their people need to know. This cultural transformation of “People First” and the leadership commitment to CARE will enthuse and energize people to be engaged with their colleagues, customers, and the business.

Leadership 167

Leadership Culture Loyalty Engagement 167

Bill Quiseng

FEBRUARY 1, 2023

If your customers and employees are raving about you as a customer service leader, then that’s GREAT! Satisfied people feel that your customer service leadership is good, not better, just average. Your employees would say to themselves, “Well, if you’ve already done it that way, then we’ll go somewhere else that pays more.”

Leadership 68

Leadership ROI Employee Experience Innovation 68

Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. And then finally, there are the cultural changes and reinforcements required to deliver on the customer experience goals. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. How is the site experience?

Sports 197

Sports Customer Experience Travel B2C 197

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Ask questions, brainstorm with it, let it support your communication efforts, write your emails, and much more. Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership Groups 59

CX University

SEPTEMBER 18, 2018

A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). 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.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

ShepHyken

JANUARY 30, 2023

Communicate with them using the channels that they prefer. For example, if your customers are from older generations who prefer to use the phone over other channels, going fully digital will have a negative impact on customer experience and loyalty. How do you get executives to invest in customer experience?

e-support 62

e-support Healthcare Conference ROI 62

ReviewTrackers

JULY 12, 2018

Like employer branding, employee branding efforts feed back into how your company is seen by people who might apply to work for you, as well as those who are your existing and potential customers. Organizations with strong employee branding have the ability to turn their employees into powerful brand ambassadors.

Brands 175

Brands Company Social Media Competitive Advantage 175

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Strategy 277

Strategy Customer Experience How To Analysis 277

CX Journey

MARCH 17, 2016

But how do you go about improving employee engagement? The company’s leadership needs to walk the walk and talk the talk, which means that you need to act and behave precisely how you want your employees to act and behave. Here are a few strategies to help you get started. You expect them to go the extra mile for your customers?

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

Magellan Solutions

JANUARY 17, 2024

We will help you understand your current culture and foster inspiring leadership. Gathering employee feedback regarding their experiences and priorities can detect gaps between the organization’s culture and employee experiences. It fosters higher job satisfaction, engagement, and loyalty.

Culture 52

Culture Company Leadership Training 52

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ReviewTrackers

JUNE 22, 2020

Like employer branding, employee branding efforts feed back into how your company is seen by people who might apply to work for you, as well as those who are your existing and potential customers. Organizations with strong employee branding have the ability to turn their employees into powerful brand ambassadors.

Brands 114

Brands Company Social Media Competitive Advantage 114

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback How To Customer Centricity Loyalty 62

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. Create an optimal competitive position — strive to create an experience so good they can’t imagine receiving the same level of support and attention anywhere else.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

Customer Bliss

APRIL 20, 2018

Edwin shares how reading the newspaper and summarizing the stories for his father at a young age got him interested in the news and in a career in journalism and communications. Over time, Edwin began to see how branding and reputation management played a role in customer experience. They began training with a Mile Markers program.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148

ClearAction

JANUARY 8, 2024

More expense to retain customers: loyalty incentives, customer success, etc. Anything you do that bothers employees or partners costs you! Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives. Longer sales cycles due to distrust.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62