OpinionLab

JULY 15, 2016

According to Forrester analyst Sam Stern, ”CX culture is tied as much to the employee experience as it is to the customer experience.”. Just as effectiveness, ease and emotion are key elements of a positive customer experience; mastery, autonomy and purpose are key elements of a positive employee experience.

Handbook 60

Handbook Conference Customer Centricity Culture 60

ShepHyken

SEPTEMBER 26, 2017

Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. Trust – it is the basis for all relationships.

Handbook 69

Handbook Culture Innovation Consulting 69

COPC

FEBRUARY 15, 2024

How companies and the industry balance these concerns will be key to effectively using AI alongside human employees to improve customer service and support. This collaboration improves efficiency and accuracy, creating a more positive and productive experience for agents and customers. 

Contact Center 52

Contact Center Metrics Training Call Center 52

SurveySparrow

NOVEMBER 1, 2021

People lost jobs, companies lost incredible talents, and everything came to a standstill. Even the recruiting teams from several companies tune into these to hire better. The reason is that most hr influencers work or have worked for giant, market-leading organizations and they know of openings in their and other top companies.

Social Media 98

Social Media Tips Conference Leadership 98

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more. Patagonia is a cause disguised as a company.

Handbook 54

Handbook Feedback Culture Employee Engagement 54

Qualtrics

SEPTEMBER 24, 2020

Demystify the remote onboarding process with these tips – and make your employee experience memorable from day one. As many talent acquisition teams (and hiring managers) around the world have pivoted their strategies for recruiting and interviewing candidates, they’re also grappling with how to onboard new employees during a pandemic.

Handbook 20

Handbook Culture Tips Employee Experience 20

Help Scout

APRIL 1, 2019

The way a woodworker has a woodshop and a dancer has a stage, companies have a digital stack of tools that either empower or disempower their teams. A business’ approach to communication not only influences business outcomes, but it can also make or break the employee experience. That’s also the case for a wider company too.

Communication 40

Communication Tools Handbook Video 40

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

AUGUST 18, 2014

Employee onboarding is the design of what your employees feel, see and hear after they have been hired. Often, companies confuse onboarding with training. Say yes or nod your head if you felt lost during your first few days with your past or current company. Have you set aside their welcome package and employee handbook?

Handbook 123

Handbook eBook Training Exercises 123

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Talkdesk

SEPTEMBER 23, 2015

Since your employees become the face of the brand and each person has a role to play in the company’s bottom line through customer interactions, it is pivotal for companies to focus on the employee experience just as much as the customer experience. Loyalty is something earned, not expected.”

Call Center 40

Call Center Management Handbook Loyalty 40