ShepHyken

OCTOBER 10, 2023

John knows this, and he admits it, but at the same time, he argues the point that if you provide enough value with the experience, you can distance your company from the competition, even while charging more than others. Furthermore, this way of thinking crosses over to the employee experience (EX).

Culture 151

Culture Customer Service Training Employee Experience Course 151

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

SurveySparrow

OCTOBER 2, 2020

If you are running a business, you already know the importance of employee experience. Of Course, your customers are also essential, but who keeps those customers happy and satisfied? Your employee, right? Therefore, you should invest time in satisfying your employee and engage them more into the organization.

Employee Experience 59

Employee Experience Survey Customer Journeys Employee Engagement 59

inmoment

JUNE 28, 2019

If you were to look at customer experience from a bird’s eye view, you would see a mass of legacy approaches. Because most companies are still talking about CX in a vacuum. The connection between customer experience and employee experience has long been discussed, but what does that actually look like in the data?

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

MAY 16, 2024

The customer-centric leader clarifies individual contributions to the customer experience In today’s competitive landscape, it is crucial for companies to ensure that every employee contributes to how customers perceive the organization’s products or services.

Customer Centricity 69

Customer Centricity Leadership Customer Journeys Touchpoint 69

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

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

Customer Bliss

MAY 7, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Self Service 178

Self Service Chief Customer Officer Course Policies 178

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn’t just your direct competitors, although they’re still there of course. It’s grown to include all of the customer experiences your customer has every day. This is Dan’s take on it.

Customer Service 81

Customer Service Government Employee Experience Video 81

CloudCherry

FEBRUARY 6, 2020

That is true for an Employee Experience approach. That’s true for a Customer Experience approach…The value of personalization- the importance of a comprehensive and disciplined CX Strategy- to a certain degree has to start in the beginning.”. So, when’s the time to start incorporating this personalized approach?

Contact Center 195

Contact Center Customer Centricity Tips Course 195

Experience Investigators by 360Connext

APRIL 21, 2020

It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. As leaders, it’s easy to offer resources like a link to an online course and leave it at that. You can check those Linkedin Learning courses out here.).

Course 143

Course Training Feedback Connections 143

Customer Bliss

DECEMBER 4, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Uniting your company across teams is about having clarity of purpose and instituting a code of conduct that forms the backbone of your approach. View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

Press 1 For Nick

JANUARY 13, 2021

Was your company prepared for employees to work from home? This article will cover the following: What business continuity must include in today’s environment Prioritizing employees The continued importance of the customer experience. However, over 43 percent of companies don’t have a work from home policy.

Connections 52

Connections How To Policies Communication 52

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

First, it’s important to know that customer experience can’t exist in a vacuum — you must do the work to align your company goals with your CX goals. Consider what most organizations focus on for their overall business goals: Companies need to earn more than they spend. In fact, they need to earn profits to succeed.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

VDS

JULY 22, 2020

Was your company prepared for employees to work from home? The continued importance of the customer experience. To prepare for potential threats, a business continuity (BC) plan defines how a company both prevents threats and how it recovers from one. One thing remains the same: Your employees should be a top priority.

Connections 52

Connections How To Contact Center Policies 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? I will enroll in all of ClearAction’s courses!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Experience Investigators by 360Connext

FEBRUARY 1, 2022

All of this is important because without staying connected to the customer in this way, the CEO and others can dismiss data and ignore the emotional consequences of poor customer experiences. Better customer experience creates a cycle for better employee experiences. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

BlueOcean

DECEMBER 13, 2022

KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Storyminers

JUNE 3, 2022

How important is customer feedback as a component of customer experience? Of course, it’s extremely important. By that I mean – don’t let your numbers lead the design of your customer experiences. Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most.

Trends 147

Trends Customer Experience Wireless Entertainment 147

BlueOcean

OCTOBER 8, 2021

As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure their customers receive a high level of service excellence. The water utility company, based in the U.K., Contact centers were overwhelmed.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. It’s also how you show up as employees for one another! Path 2: Move Into the What, How, and Who of your Company.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. That’s the only way an organization can begin a continuous learning process and start to realize the full benefits of delivering exceptional customer experience.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

TechSee

NOVEMBER 22, 2021

This means that companies must prioritize reliable round-the-clock remote IT technical support for their teams. . Visual assistance is an up-and-coming technology that allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. . access the company network .

How To 109

How To Self Service Telecommunications Software 109

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. CONNECT WITH KRISTI ON LINKEDIN HERE. CONNECT WITH ME ON LINKEDIN HERE. BREAKING IT DOWN EPISODE 1 FT. Kristi Herold.

Engagement 78

Engagement How To Sports Employee Engagement 78

Blake Morgan

AUGUST 22, 2022

? ? ? ?. Employee experience and customer experience are clearly linked—especially on a large scale at the world’s largest employer. . According to Donna Morris, Chief People Officer at Walmart, if employees don’t have a great experience, it’s difficult for people who don’t get a paycheck to have a great experience. .

Employee Experience 52

Employee Experience Retail Leadership Video 52

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity. Don’t fail fast —experiment often.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Integrity Solutions

SEPTEMBER 2, 2022

More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions. It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities.

Management 119

Management Employee Engagement Culture Leadership 119

Stella Connect

NOVEMBER 16, 2021

It’s definitely time to start thinking about how you can (and must) do things differently for your employees and the employee experience. Let me start by defining employee experience. It includes any way the employee “touches” or interacts with the company and vice versa in the course of doing her job.

Culture 100

Culture Employee Experience Study Policies 100

Hello Customer

APRIL 2, 2020

There's nothing more valuable than open feedback: We've developed some features in Hello Customer specifically to be able to survey employees. A standard Hello Customer process uses an API connection or an FTP upload to connect your customer data with our system. Teams allows you to upload your company structure and hierarchy.

Employee Engagement 94

Employee Engagement Measurement Engagement Touchpoint 94

Horizon CX

SEPTEMBER 10, 2020

While the term “Customer Experience”, in some instances, has become overused and universally applied to any role that involves customer interaction, its fundamental core is an essential and simple understanding: customers have needs and money, you have a product and/or service, and you want to make a trade. Everyone “touches” the customer.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Qualtrics

AUGUST 21, 2020

You wouldn’t expect results from eating healthy but not getting enough sleep and neglecting your exercise regime, so why take that siloed approach with your employee wellness program? Here’s how to construct a holistic wellness program that meets all of the needs of your employees – and bolsters employee experience in the process.

Culture 26

Culture Company How To Financial 26

Storyminers

FEBRUARY 20, 2017

He is the managing partner at Storyminers , a design pioneer, and a developer of unique methods and tools for enhancing front-line customer experiences. People who use themselves as the primary frame of reference miss great opportunities to connect with their audiences (or prospects). Tell us a bit about your background.

Brands 190

Brands Innovation Connections Customer Experience 190

CX Journey

SEPTEMBER 4, 2014

When employees have a clear line of sight, they. Vision : An inspirational and aspirational statement, your vision not only outlines what the company is trying to achieve near-term and long-term but also guides decision-making processes and your subsequent, resultant course of action. Habeeb Akande.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

Customer Bliss

APRIL 25, 2017

As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128