SurveySparrow

DECEMBER 5, 2020

Whenever employee engagement is talked about, it’s put in terms of a responsibility businesses have to fulfil. Taking care of your employees is, after all, a good thing. But what if we told you there was a strong business case for improving your employee experience journey? Happier Employees Make Happier Customers.

Employee Experience 52

Employee Experience Employee Engagement Survey Culture 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

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. The power of internal employee clubs and committees. So, so that type of cultural leadership, right.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise. You can do this, too.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Integrity Solutions

SEPTEMBER 2, 2022

But especially today, when talent shortages persist and employees are expecting more from the companies they contribute their time and talents to, you won’t be able to attract and retain the people you need in order to compete if you’re not focused on improving employee engagement and the overall culture.

Management 114

Management Employee Engagement Culture Leadership 114

Stella Connect

NOVEMBER 16, 2021

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). Let me start by defining employee experience. But where do you begin?

Culture 100

Culture Employee Experience Study Policies 100

Integrity Solutions

JULY 31, 2024

The connection between employee experience and customer experience has been well-established , and the context of that experience has widened as remote working and selling have become more entrenched. Create an Irresistible Sales Culture Of course sales people care about financial rewards.

Sales 67

Sales Culture Competitive Advantage Training 67

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Your employees need to hear about what customer experience means to your organization, your customers and to your employees! Of course each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how and the “what do I do about it?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Russel Lolacher

AUGUST 1, 2022

The definition of accessibility. So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? And they think, of course, people know that.

Government 98

Government Culture Employee Experience Video 98

Kristina Evey

JUNE 13, 2018

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . culture definition. culture definition. falls short?

Customer Experience 120

Customer Experience Culture Leadership Customers 120

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? 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.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

ECXO

APRIL 12, 2021

Finally, customer feedback management platform providers like Medallia10 and Qualtrics11 are also offering certification courses these days. Although the wording may differ, in essence it can be defined as the complete sum of experiences that customers go through when interacting with a company and brand. Join ECXO today.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

Innovative CX

SEPTEMBER 14, 2023

Corporate Social Responsibility and Experience Management = Better Brands Are you incorporating the principles of corporate social responsibility into your experience management strategy? I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. If it is, great!

Management 52

Management NPS Financial Strategy 52

CX Journey

JANUARY 31, 2018

John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. Of course, the key is to communicate the right information.

CEM 164

CEM Management Government Culture 164

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity. Don’t fail fast —experiment often.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

CX Journey

DECEMBER 27, 2018

Your culture transformation, your employee experience transformation, and your customer experience transformation are not cake walks. You can't change the culture and the way you do business overnight. You can't change the culture and the way you do business overnight. It's never-ending. Keep communicating.

Culture 88

Culture Communication Course Employee Experience 88

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. What is Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Just like a Customer Experience, you have to design your Employee Experience deliberately.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

CX Journey

OCTOBER 17, 2018

They can't begin to focus on omnichannel, digital, personalization, AI, AR, and VR, oh my, when they can't even get their executives to commit to putting customers at the top of the priority list (right after employees, of course). The trend that should definitely die is following trends. And until then. And stick to them!

Trends 111

Trends Guidelines Omni-Channel Government 111

SurveySparrow

NOVEMBER 4, 2020

Fortunately, this is where the immense power of the employee survey can be put to use. No matter what the size of your organization, you can gather insights about your company from your employees, and course-correct if needed. Employee opinion surveys can make your workforce feel heard, and that is no small task.

Survey 59

Survey Employee Engagement Employee Experience Culture 59

Innovative CX

MARCH 12, 2021

I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. The definition of corporate social responsibility can vary depending on the organization, author, or source. Their brand, their reputation and their customer experience are inextricably linked as one cohesive strategy.

Strategy 52

Strategy NPS Financial Culture 52

Innovative CX

FEBRUARY 25, 2021

I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. The definition of corporate social responsibility can vary depending on the organization, author, or source. Their brand, their reputation and their customer experience are inextricably linked as one cohesive strategy.

Strategy 52

Strategy NPS Financial Culture 52

CSM Magazine

DECEMBER 28, 2021

In summary, an engaged employee is always satisfied, but a disengaged employee can also be satisfied. So, what exactly is employee engagement for purposes of this discussion? If you find the answer to some or all of these questions is no, then you know you have an opportunity to improve employee engagement.

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” Not generally.

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

Russel Lolacher

SEPTEMBER 20, 2022

Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. And generally speaking, that employee experience was very reflected in that moment, let’s say. Who generally suffers from Imposter Syndrome. What can trigger it.

Culture 111

Culture Study Leadership Employee Experience 111

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). 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.

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. How “professionalism” and the notion of “work-life balance” has done a lot of damage on cultures. Where to find joy in the workplace.

Culture 98

Culture Leadership Connections Consulting 98

Kayako

MARCH 7, 2018

This is not to say everyone should try sound like a native speaker, of course. In some cases over a course of years. Building great rapport with a customer means knowing their branding, their culture, and their interests. It’s very easy to know if you’re talking to a non-native speaker by the way they mispronounce words.

Training 120

Training Course Culture Communication 120

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 Employee Engagement 112

NobelBiz

FEBRUARY 22, 2023

Of course, remote work does not free you from exchanging with your teams, as all digital communication channels such as chats, emails, and videoconferencing are conveniently available to provide mobility and flexibility whithin your company. Once again, happier employees perform better.

Contact Center 52

Contact Center e-support Culture Meeting 52

NobelBiz

FEBRUARY 22, 2023

Of course, remote work does not free you from exchanging with your teams, as all digital communication channels such as chats, emails, and videoconferencing are conveniently available to provide mobility and flexibility whithin your company. Once again, happier employees perform better.

Contact Center 52

Contact Center e-support Culture Meeting 52

Qualtrics

JULY 20, 2021

So, it comes as little surprise that a study we recently conducted revealed burnout and stress among the top reasons why employees say they will look for a new job in the next year. Of course, some people don’t know they’re experiencing burnout from work. Employees needed hardware, like a laptop and a phone, to perform their jobs.

Culture 49

Culture Employee Experience Technology Exercises 49

Michel Falcon Experience

FEBRUARY 12, 2020

It may not actually be you that has caused the change, but if it is you definitely want to know. The best course of action is always open communication, however, you should also be keeping your options open. Are you interested in improving your company culture, employee engagement, and customer experience?

Meeting 97

Meeting Employee Engagement Communication Course 97

Russel Lolacher

MARCH 6, 2023

What’s your best or worst employee experience, Patti? So from your book, which you you have a definition of ages, and that you pulled from Ashton Applewhite, author of this chair rocks, which is when the dominant group uses its power to oppress or exploit or simply ignore people who are much younger or significantly older.

How To 98

How To Groups Advertising Course 98

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. How an internal podcast can benefit the employee experience (spoiler – onboarding and knowledge transfer). So um, I want the expert to tell me what is the definition of that? Russel Lolacher.

Employee Engagement 98

Employee Engagement Culture Engagement Employee Experience 98