Bold360

JANUARY 22, 2020

But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. That’s great.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. Irvine Company Image from Instagram @workatirvinecompany. CX #CustExp Click To Tweet.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. days to 22.9

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Here are some great examples of companies whose customers agree are doing a superior job at being customer-centric.

Employee Engagement 59

Employee Engagement Customer Centricity Engagement Culture 59

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. Our analysis no paralysis approach.

Employee Engagement 52

Employee Engagement Engagement Survey Analysis 52

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Here are some great examples of companies whose customers agree are doing a superior job at being customer-centric. Originally published on CustomerThink.

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Culture 54

Lumoa

APRIL 28, 2024

The company started out as a survey tool for academics and has grown into a multi-product feedback software. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. You will need to reach out for a consultation first.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

SurveySparrow

MAY 21, 2019

Some businesses know that they have happy employees who adore their jobs. Some other companies find (to their dismay) that most of their employees barely tolerate working for them. Worst of all, many employers just do not know how their employees feel about them even. Top Employee Engagement Software #1: SurveySparrow.

Employee Engagement 75

Employee Engagement Software Engagement Culture 75

CSM Magazine

APRIL 9, 2019

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Employees grew to despise the company.

Employee Engagement 40

Employee Engagement Engagement Hospitality Effort Score 40

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. Whether it’s as individuals or representing a company, we are human. . ” Having a strong company mission means investing in the customer experience.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

NOVEMBER 19, 2014

I sure wish the rest of my company would, too!” “Is this company serious? Those who work inside the company rarely take the time to truly understand what customers go through to fix a real problem. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

CX Journey

JULY 21, 2015

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. and Europe.

Employee Engagement 80

Employee Engagement Engagement Resources Groups 80

Michel Falcon Experience

JANUARY 10, 2016

How does your company acquire customers? Companies use traditional methods, such as radio, television, and print advertising, to increase their chances of converting new customers. As a management consultant and keynote speaker , I’m trusted by companies of all sizes to look into their strategies and find new opportunities.

Employee Engagement 60

Employee Engagement Engagement Company Survey 60

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. Let’s jump into the interview then.

Employee Engagement 52

Employee Engagement Engagement Employee Experience Survey 52

InMoment XI

OCTOBER 5, 2022

Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. And when employees are fully engaged and satisfied with their job, it shows. The reverse is also true: When employees are not satisfied, they become liabilities to your brand.

How To 493

How To Feedback Strategy Customer Centricity 493

InMoment XI

JANUARY 30, 2024

Employee Engagement: Happy and engaged employees are more likely to provide better customer service. CXM software can also contribute to employee satisfaction by providing tools and insights to enhance their ability to serve customers effectively. Are We Subject to Any Parent Company’s Policies and Contracts?

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Learn More: Our Customer Experience Consulting.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Strativity

MARCH 6, 2020

With this fifth post in our ‘CX Consulting 101’ series, we look at how to accelerate organizational transformation, broaden your reach, nurture engagement, and inspire your people. If you’d like to start at the beginning, see part one of our lessons from CX consulting series on How to Align Your Organization to Activate Change.

Consulting 52

Consulting How To Roadmap Leadership 52

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. ’s top 101 experts on Employee Engagement. He is also a serial entrepreneur, having founded and sold three different companies. Twitter: @kevinsheridan12.

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

Beyond Philosophy

JANUARY 24, 2018

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. Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited.

Resources 100

Resources Company Consulting Employee Experience 100

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Nature of the job – Is it mentally stimulating day-to-day?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

Strativity

JANUARY 15, 2020

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. When CX Design Meets Employee Activation .

Consulting 52

Consulting Multi-Channel Automotive Customer Journeys 52

Strativity

JANUARY 15, 2020

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. When CX Design Meets Employee Activation .

Consulting 52

Consulting Multi-Channel Automotive Customer Journeys 52

Strativity

JANUARY 15, 2020

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. When CX Design Meets Employee Activation .

Consulting 52

Consulting Multi-Channel Automotive Customer Journeys 52

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation. correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is a firm believer of Employee Experience. Jeannie Walters. Katherine Evans.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling their 10 zillion Twitter followers why your company (and you) stink! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Calabrio

JUNE 29, 2020

Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list. This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. .

e-support 264

e-support Culture Innovation Employee Engagement 264

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. There are several CX maturity models available, and many CX consultancies offer CX maturity assessments. Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Investigators by 360Connext

OCTOBER 20, 2014

Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. 3M allows time off to employees for personal interests to encourage innovation.). appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Strativity

FEBRUARY 5, 2018

Los Angeles – LRW, a leading global analytics and insights consultancy, announced today that it has completed the purchase of Strativity Group, an award-winning, global customer experience and culture design firm. We also expect expanded opportunities for our employees. www.LRWonline.com. www.LRWonline.com.

Consulting 40

Consulting Analytics Culture Innovation 40

Experience Investigators by 360Connext

OCTOBER 6, 2014

The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Companies like Rackspace , however, have learned to highlight when something wonderful happens. What if your company spread the news about great experiences just as much as bad ones?

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. From how satisfied they are with the tasks to how they feel about communication in the office, the pulse survey covers all the aspects of employee engagement.

Tools 52

Tools Survey Employee Engagement Culture 52

Experience Investigators by 360Connext

AUGUST 11, 2015

The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting. The intimate event was a chance to get to know customer experience leaders from brands in the Chicago area, as well as hear speakers from Zappos and Judson University. Happy to […].

Company 110

Company Consulting Customers Customer Experience 110