Experience Investigators by 360Connext

DECEMBER 15, 2023

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers, and to your employees! Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What was the culture like when you first got there? And I’m not done yet.

Culture 52

Culture Leadership Employee Engagement Consulting 52

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

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

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

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

SurveySparrow

DECEMBER 20, 2018

Hence It’s more important than ever to improve and cultivate a healthy culture in your company, with 83% of the HR managers claiming employee turnover to be a major influential factor in the future of your company new and improved company culture ideas have become the new hot topic and rightly so.

Culture 69

Culture Company Policies Employee Engagement 69

PeopleMetrics

SEPTEMBER 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. He also offered a LinkedIn write-up from an employee , which argued something like, “Amazon’s culture isn’t as bruising as the article claims. So, in light of all of that, let's talk about culture.

Customer Centricity 48

Customer Centricity Culture Employee Engagement Leadership 48

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Customer-Centricity Customer centricity refers to customer-oriented culture in the company. ” – Lynn Hunsaker for ClearAction.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Help each employee find a way to make their individual traits contribute to the overall mission and goal of the company.

Culture 86

Culture Company Communication Employee Engagement 86

ShepHyken

AUGUST 7, 2018

Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. Behaviors become cultures. They have fans.

Employee Engagement 76

Employee Engagement Airlines Culture Engagement 76

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% and, 2) Where’s the consistent proof for individual companies?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

COPC

NOVEMBER 15, 2023

This precision is critical in frontline customer experience operations where early attrition (within 90 days) is costly in multiple ways. The COPC Employee Engagement Research Series provides customer experience (CX) leaders with comprehensive insights about contact center staff satisfaction and the drivers of employee engagement.

Call Center 97

Call Center Contact Center Employee Engagement Gamification 97

CX Journey

MARCH 31, 2015

We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions. I thought those definitions were worthy of sharing. What is Culture?

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

SurveySparrow

MARCH 11, 2022

“Happiness at work is greater and better than employee engagement.” She is a firm advocate of redefining the meaning of the employee value proposition (EVP). Part of that has to do with the fact that employee engagement, a crucial part of EVP, isn’t turning out to be as rewarding as companies had hoped.

How To 52

How To Employee Engagement Guidelines Culture 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers and to your employees! Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

CX Journey

MARCH 7, 2018

Without employees, you have no customer experience. But definitely need to start with listening to them.” There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. So, each is party to employee engagement.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Experience Investigators by 360Connext

MARCH 23, 2021

She said it helped her stay connected to the real issues their customers were facing, and helped her team understand how their roles were connected to these outcomes. Vague customer experience strategies destroy customer experiences because there is no centralized definition of what success looks like. Encouraging bad behavior.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

SurveySensum

FEBRUARY 29, 2024

To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. But first things first – what’s the definition of employee satisfaction? Happy and satisfied employees are behind a company’s successful business performance.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. And why is that a goal worth setting - and achieving - for your organization? Aon Hewitt defines Best Employers as companies that: ".drive

Company 80

Company Employee Engagement Leadership Employee Experience 80

CX University

MAY 23, 2020

Fear is one of the greatest barriers to creativity and does little to foster the adaptive culture we need for customer experience excellence. . Growth happens when employees are empowered to interact with customers, make observations, solve problems, and help revise operations. . A Closer Look at Employee Engagement: Quick Video.

Employee Engagement 52

Employee Engagement Video Touchpoint Course 52

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Yet some organizations still act like only customer-facing employees need to be connected to the customer experience. Why don’t more leaders connect the employee experience to the customer experience on a more regular basis? There is a lot to unpack within the customer and employee experience connection.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Qualtrics

AUGUST 6, 2021

The very nature of the way employees experience their workplace has profound implications on HR leaders’ ability to transform their organizations. Historically, organizations would measure employee engagement or other employee experience metrics, report out the results and talk about the drivers of that metric.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

Russel Lolacher

AUGUST 1, 2022

Connect with Stephanie on her platforms: Linkedin. The definition of accessibility. And that’s why that broad definition is so important. And I’m worried when it comes to definitions like that, because it’s all encompassing, it’s also very government t. Chief Accessibility Officer Twitter.

Government 98

Government Culture Employee Experience Video 98

Michel Falcon Experience

MARCH 10, 2019

Understand Their Purpose (as an individual, not employee). My book is titled, People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People. I define People-First Culture by building a business that your employees and customers will admire. Simple, right?

Tips 112

Tips Management Culture Meeting 112

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. In other words, they are truly customer-centric.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

CX University

JULY 24, 2018

It is easy to find the definition of Employee Value Proposition (EVP), but it is much more difficult to create one that actually inspires employees. This adds up to millions in turnover cost savings alone, not to mention the benefits to employee engagement and productivity.

Employee Engagement 63

Employee Engagement Culture Case Study Exercises 63

SurveySparrow

SEPTEMBER 8, 2021

What Is Employee Experience Management? To understand Employee Experience Management, we need to know about Employee Experience first. In the most straightforward definitions, Employee Experience (EX) covers everything employees feel, observe, or encounter while working with an organization.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

SurveySparrow

JANUARY 1, 2021

So it comes as no surprise that employee engagement has turned out to be a crucial factor in a business’s success. Organizations with higher levels of employee engagement outperform their competition, and their employees have a vision of how their work contributes to the organization’s success.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

SurveySparrow

NOVEMBER 4, 2020

It’s tougher to keep employees satisfied and make them feel heard. When that happens, employee surveys become a much-needed exercise. . Employee engagement is one of the most important things. According to a survey, about 90% of leaders believe employee engagement has some impact on the success of a business.

Survey 59

Survey Employee Engagement Employee Experience Culture 59

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. How do you reduce silos and better connect your organization? Outside-In Approach.

Employee Engagement 59

Employee Engagement Culture Innovation Communication 59

Daniel Group

AUGUST 19, 2020

These things can improve CX in the short-term , but a culture “tweak” is what is needed to make further improvements. Following is a story of what one client did to link Continuous Improvement (CI) efforts with their CX program and how the linkage has made a difference. Taking this step is a significant cultural change.

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

BlueOcean

JUNE 26, 2018

Today, what matters most is the cultural fit. The customer’s experience most likely started well before they got to the hotel – whether it be delayed flights, missed connections, or whatever – and it’s not necessarily the employee who did something wrong. What role do employee engagement and incentives play in your success?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Open Communication Definition. Strategies to build trust and improve employee engagement. Download Ebook. Citations.

Culture 26

Culture Communication Multi-Channel Feedback 26

InMoment XI

SEPTEMBER 20, 2022

There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures. Employee Engagement: Doing What (Almost) Everybody Else Does. What keeps them there.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. Connect with, and learn more about, Erin on her platforms: . The connection humour and joy have to mental health. Content4Good consultancy. Erin Skillen.

Culture 98

Culture Leadership Connections Consulting 98

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Connect with Vernon Ross on his platforms: Twitter. Because as an employee engagement podcast, I know you’ve been in the sphere of internal slash, private podcast. PLAY AND SUBSCRIBE.

Employee Engagement 98

Employee Engagement Culture Engagement Employee Experience 98