Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Employee Experience is not a fad.

Employee Experience 78

Employee Experience Comparison Leadership Culture 78

Customer Bliss

MARCH 23, 2022

Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work.

Case Study 139

Case Study Culture Study Company 139

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. It’s nearly impossible to deliver great customer experience without creating a customer-first culture. appeared first on Experience Investigators.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

SurveySparrow

JANUARY 1, 2021

The answer is simple: A wholesome Employee experience is an input for increased employee engagement at every stage of the employee lifecycle. Employee Experience is an employee’s perception of his journey with the company, right from the onboarding process to the final exit interview.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter. Share on linkedin.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

Customer Bliss

MARCH 21, 2019

As CX practitioners, if your company doesn’t already have a mission statement , it’s time that you work on one and use it as a guiding principle for setting internal behaviors and expectations. He uses this approach as a leader to cultivate a team of employees who can align themselves with the objectives of the company.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

SurveySparrow

NOVEMBER 24, 2020

Most leaders know by now that improving employee experience is really, really important. Organizations are often on the back foot about employee engagement and tend to ignore it while pursuing more short-term goals. There are a number of reasons why improving employee experience should be a top priority for any organization.

Employee Experience 52

Employee Experience Employee Engagement Survey Financial 52

Qualtrics

AUGUST 24, 2021

Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. .

Employee Experience 26

Employee Experience Communication Technology Company 26

InMoment XI

MAY 4, 2022

Value is created by satisfied, loyal, and productive employees. Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” ( Putting the Service-Profit Chain to Work , Harvard Business Review, 1994). Leadership and Loyalty.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Qualtrics

JUNE 24, 2021

Over the past 15 months, organizations have learned that remote work — and the flexibility that comes with it — has become a fundamental part of the employee experience. The Future Forum Pulse asked more than 10,000 employees globally how their expectations at work have changed.

Employee Experience 40

Employee Experience Employee Engagement Study Communication 40

Customer Bliss

OCTOBER 28, 2021

During your first conversation, you explain your problem and get told immediately, the reasons for your predicament, the company’s stance on the matter, and the rules of the road. You just reached a “policy cop.”. Customers who repeatedly encounter company policy cops disengage and share the experience.

Case Study 148

Case Study Study Policies Government 148

Beyond Philosophy

JUNE 21, 2015

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. Valuing Employees is the Foundation for Employee Ambassadorship.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. It’s poor policy. Be GREAT out there!

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Qualtrics

JULY 31, 2019

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. Why only companies that are flexible will attract the future generations of talent.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Employee experience (EX) is customer experience!". Prioritizing the employee experience. I loved his policy of paying people $1,000 to leave after a few weeks at the job.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Daniel Group

DECEMBER 21, 2023

From the frontline staff to the backend teams that develop products, processes, and policies, every individual contributes to customers’ overall perception of your brand. I also highlight the connection between employee experiences (EX) and customer experiences (CX) for business success. CX and EX go together.

Culture 52

Culture B2B Industry Competitive Advantage 52

Uniphore

DECEMBER 6, 2021

Why is conversational AI the foundation for transforming employee experiences? Actions required to elevate the performance of the helpdesk professionals Reserve your spot today as we will uncover the steps to accelerate resolution times, improve effectiveness while boosting employee morale, and keep costs low.

Policies 130

Policies Employee Experience Communication Industry 130

Kitewheel

MARCH 8, 2019

This day, first celebrated by socialist women fighting for their rights to safe and fair workspaces, teaches us that it is critical for businesses to add women’s voices in planning and support women through employee journey planning. Slice of History: Labor Rights and the Employee Experience.

Employee Experience 40

Employee Experience Culture Policies Leadership 40

CX Journey

JULY 27, 2017

Is that one of the favorite sayings within your company? We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Companies develop new products and services. from your leaders?

Policies 146

Policies Innovation Video Employee Experience 146

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. They stated that policies, processes, and procedures need to change!

Strategy 52

Strategy Financial Leadership Apparel 52

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Employee experience (EX) is customer experience!". Prioritizing the employee experience. I loved his policy of paying people $1,000 to leave after a few weeks at the job.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Customer Bliss

MAY 7, 2019

You’d want the company to honor your decision because you had gathered more facts to guide its outcome than could be covered by the standard blanket policy. This is not a plea to throw company profits out the door by loosening every rule willy-nilly, it’s about preparing employees. We want to be known.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked. Here are five signs that it’s time to upgrade your employee research.

Employee Experience 70

Employee Experience Social Media Survey Measurement 70

ReviewTrackers

OCTOBER 25, 2018

The Rise of Company Reviews. Company reviews posted online by employees can make or break your employer brand reputation. But: according to Glassdoor , 83 percent of candidates are likely to check a company’s employee reviews and ratings when deciding on where to apply for a job. Company Reviews: What to Look For.

Company 50

Company Feedback Employee Experience Policies 50

ReviewTrackers

OCTOBER 25, 2018

The Rise of Company Reviews. Company reviews posted online by employees can make or break your employer brand reputation. But: according to Glassdoor , 83 percent of candidates are likely to check a company’s employee reviews and ratings when deciding on where to apply for a job. Company Reviews: What to Look For.

Company 50

Company Feedback Employee Experience Policies 50

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Clear and concise delivery and returns policies. Offering a Personalized Experience. Customers view personalization as an integral part of their online experience. trillion by 2025.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. Is there such a thing as a single company culture? customerexperience #cx #cem #culture #companyculture. __. Adrian: Oh, whereabouts?

Culture 52

Culture Company Policies Leadership 52

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

ClearAction

JANUARY 8, 2024

Support Functions ) Reduce or remove policies and processes that stand in the way of maximizing value to customers and minimizing waste. Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Storyminers

SEPTEMBER 19, 2016

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire. To learn more about employee experience, please raise your hand.

Employee Experience 150

Employee Experience Policies Customer Experience Brands 150

ImprintCX Articles

NOVEMBER 27, 2023

The story is formed by your advertising and is delivered through all your interactions – products, services, website, apps, policies, and your employees. Not understanding this symbiotic relationship is a crucial reason companies struggle to be customer-centric.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

ReviewTrackers

AUGUST 10, 2017

Below we listed down some of the reasons why you should be tuning into what your employees are saying on employee review sites. Employee Review Sites Help You Measure and Improve Employee Experience. Should you make changes to your PTO policy? Do they feel like they’re being paid fairly?

Company 77

Company Leadership Hotels Feedback 77

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. It is a process and will not happen in one day.

B2B 98

B2B Customer Experience Roadmap Culture 98

Experience Investigators by 360Connext

AUGUST 3, 2021

For more information, view or Terms of Service & Privacy Policy. Three Activities for Customer Experience Quick Wins: 1. There are lots of ways feedback loops can positively or negatively affect your company, but the one we want to look at today is, well…actual positive feedback. What do customers really want?

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Kayako

FEBRUARY 28, 2019

The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with the need to design and deliver a great customer experience in order to support and sustain their growth initiatives. Employee experience.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121