Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? There’s a lot of great strategic advice in here for those of you who are improving CX in the consumer goods sector, so I encourage you to listen to the full episode! Chester joined Johnson & Johnson Consumer Inc.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Bold360

FEBRUARY 26, 2020

Employees want more and better self-service knowledge. As the consumer landscape changes, employee expectations do too. With the right technology—including AI—organizations can give their employees the knowledge they need to take their performance to the next level.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

ShepHyken

MARCH 18, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors.

Customer Service 81

Customer Service Government Employee Experience Video 81

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Customer Bliss

MARCH 15, 2019

In this sense, SnackNation is a B2B2C company, as it partners with grocers and other businesses, while also selling directly to consumers. Chelsie shares that even though everyone understood the importance of employee experience, she had to push to ensure that it would really move forward as part of the agenda.

Customer Journeys 162

Customer Journeys NPS Leadership Metrics 162

Blake Morgan

JANUARY 3, 2023

The company didn’t listen to employees. Leadership didn’t invest in technology. This is the link between employee experience and customer experience. It’s Time To Invest In Employee Experience. Consumers deserve strong protections, including an updated consumer refund rule.” .

Airlines 64

Airlines Travel Case Study Employee Experience 64

BlueOcean

DECEMBER 13, 2022

Salesforce research says consumers like us belong to 4.3 According to Salesforce, almost three-quarters of consumers have chosen to switch brands at least once in the last 12 months, even when they belong to a loyalty program—and they’re doing it for access to better deals, better quality, or better customer service.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

Blake Morgan

JANUARY 16, 2023

The company didn’t listen to employees. Leadership didn’t invest in technology. This is the link between employee experience and customer experience. It’s Time To Invest In Employee Experience. Consumers deserve strong protections, including an updated consumer refund rule.”.

Airlines 59

Airlines Travel Case Study Employee Experience 59

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX).

Ecommerce 71

Ecommerce Customer Service Trends Loyalty 71

inmoment

JUNE 28, 2019

At Forrester CXNYC, we presented an example of how we are empowering our client Massage Envy to be radically innovative by looking at their brand experience from both a customer experience and employee perspective finding the critical intersections. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback How To Customer Centricity Loyalty 62

Experience Investigators by 360Connext

FEBRUARY 9, 2021

According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. By not investing in customer experience, they are missing opportunities to improve the business results they want simply by keeping customers.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ECXO

JUNE 20, 2023

Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. It found that ‘consumers are shifting their spending toward products with ESG-related claims’ People are opening their wallets based on ESG criteria.

B2B 122

B2B Brands Innovation Government 122

Think Customers

JUNE 29, 2022

One of the effects of the pandemic has been the consumer shift toward digital channels. From online deliveries to online banking, brands rushed to provide digital options that were adopted even by technology-averse consumers. Digital experiences have been “fluid in the sense that they’ve been volatile,” she said. Watson agreed.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.

Customer Centricity 52

Customer Centricity Culture Employee Experience Leadership 52

Customer Bliss

OCTOBER 24, 2019

Foster Good Employee Experience. If you want happy customers, you need happy employees. Learn how to engage your audience throughout the various stages of their lives. -- Alison Circle, CCO @columbuslibrary #customerexperience #leadership Click To Tweet. Consumers want options and convenience.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Playvox

FEBRUARY 6, 2024

But the truth is, compliance can improve and enhance customer satisfaction and create a quality culture, quality leadership, and quality organization because it forces contact centers to perform better than average. Improved agent performance and employee experience – Your agent experience lays the foundation for your customer experience.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. Alignment among executive leadership is one of the most critical components for successful service transformation.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

CSM Magazine

NOVEMBER 9, 2022

Post-pandemic companies are faced with evolving and reimagined consumers, according to Accenture. Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. Customer Experience (CX). Customers want to feel valued by your company.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

ijgolding

APRIL 4, 2017

The centrality of emotions of customers in how they experience interactions with organisations and make decisions is crucial. HX is defined by the experiences we have as customers (CX) – not just with one particular organisation, but with all organisations we interact with. It is incredibly insightful and thought provoking.

Technology 336

Technology Innovation Leadership Customer Experience Professionals 336

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. Envision Yourself as a Customer and Take the Journey.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Customer Bliss

APRIL 11, 2018

If you look back on your career journey, do you recognize specific skills and experiences that paved the way for you to succeed in your current role? She read everything the chief consumer officer was writing, went to town hall meetings, and conducted internal and external research. Engage leadership. Create a 90-day roadmap.

Customer Experience 135

Customer Experience How To Healthcare Hospitality 135

Maz Iqbal

OCTOBER 10, 2014

As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Gainsight

NOVEMBER 2, 2022

Some emerging KPIs Schrage noted include employee experience, customer experience, and customer lifetime value. But a company that was primarily wholesale is now focused on growing its direct-to-consumer business, Singh said. “We And direct to the consumer, will be how we lead. We have traditional approaches.”

Retail 52

Retail Metrics Software Customer Success 52

ShepHyken

MARCH 18, 2019

My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. Leverage AI To Remove Friction From The Customer Service Experience by Puneet Mehta.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

Kayako

APRIL 29, 2019

He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Branson spent his career building organizations around this mantra, so it might be unrealistic to transform your employee experience overnight, but you can follow in his footsteps.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Playvox

FEBRUARY 13, 2023

Qualtrics examined three key aspects of consumer loyalty to a company: trust, advocacy, and ongoing purchases. Providing a positive customer experience was found to have a significant impact on all three aspects. Don’t forget that bad experiences cost businesses an average of 9.5% But what’s the real value of a loyal customer?

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Confirmit

JANUARY 5, 2021

These days, it’s hard to find a company that doesn’t say it competes on customer experience (CX). At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time.

Customer Experience 52

Customer Experience Leadership Effort Score Customer Journeys 52

SurveyGizmo

JULY 23, 2018

Exceptional employee and consumer experiences must remain among the top priorities for organizations because they are not only equally important for the organization’s competitiveness but also are dependent on each other. One experience cannot be truly successful without the success of the other.

How To 63

How To Healthcare Culture Employee Experience 63

Beyond Philosophy

OCTOBER 8, 2014

What’s great about this split for the consumer? I’m sure many of you are wondering how this will affect you, the consumer. I think spinning off into PayPal is great for consumers in many ways, including: It gives PayPal a chance to build a new brand. They have Customer-centric leadership. PayPal has a perception problem.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ijgolding

SEPTEMBER 21, 2015

. ‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Think Customers

FEBRUARY 16, 2021

Finally, empower both the customer and the employee through effortless design. The easier processes are, the more people – consumers and employees alike – will use them. As important as customer experience is, employee experience is equally critical, and automation can benefit the workforce as much as the consumer.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

GetFeedback

MAY 9, 2019

If you’re like most, you probably had a much easier time recalling a poor experience than a good one. That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. Employee experience: Happy employees cultivate happy customers.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Beyond Philosophy

OCTOBER 29, 2014

The same change in price framed differently has a significant effect on consumer behavior…. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Much of his methodology is rooted in seven work streams. About Maury.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154