Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

SurveySparrow

OCTOBER 22, 2021

To put things into perspective, without an effective employee engagement action plan, a third of your workforce stands at the risk of quitting their job. To turn this around and create a thriving workplace full of engaged employees, you need to do better than slack on your annual employee engagement survey results.

Employee Engagement 52

Employee Engagement Engagement How To Effort Score 52

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

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

SurveySparrow

NOVEMBER 2, 2020

Hence, the importance of remote employee engagement is more than ever. . If your business is yet to come to terms with understanding your employees, then we have a few pointers as to how you can implement remote employee engagement. . It shows that you truly care about the welfare of your employees.

Employee Engagement 59

Employee Engagement Engagement Culture Communication 59

BlueOcean

MAY 5, 2023

How does your culture support agent retention? In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. How do they convey employee appreciation? How do they follow up on employee feedback? How do they measure success?

Customer Care 156

Customer Care Contact Center Comparison Government 156

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Michel Falcon Experience

JANUARY 23, 2020

In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. On this episode of Breaking it Down, Sunny and I tackle: 1️⃣How To Measure Your Company’s Culture.

Employee Engagement 78

Employee Engagement How To Culture Course 78

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. But wait, don’t get it confused with employee engagement, they are both different concepts.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

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. __. Ian: Okay, excellent.

Culture 52

Culture Company Policies Leadership 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

Hero Digital

NOVEMBER 12, 2018

To avoid content overload and a mishmash of incompatible systems that make basic tasks a total time-sink, your intranet strategy and design must be forward-thinking, resonate with employees, and simplify the communication experience. How can your intranet strategy improve efficiency, engagement, and retention?

Employee Engagement 66

Employee Engagement Engagement Strategy Culture 66

Lumoa

JANUARY 19, 2023

And it will make it easier to build strong relationships and a strong culture of customer centricity. How can we measure the interaction? What’s something measurable that can tell how well we are doing? 4) Closing the Loop and Measuring Success Data collection, analysis, and reporting is nothing without action.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

JULY 11, 2023

They need to define their desired outcomes, what success looks like, and how to measure that. That, of course, is simply wishful thinking. By focusing on these ideals, organizations can nurture a customer-centric culture and achieve desired business outcomes. Recognize and reward employees who live up to the CX Mission.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

CSM Magazine

DECEMBER 23, 2023

Increased Employee Engagement Perhaps the most talked about benefit gleaned from comprehensive workplace wellness programs is an increase in measurable employee engagement. To learn more about the reasons behind these developments, here’s why workplace well-being is good for business.

Employee Engagement 52

Employee Engagement Measurement Study Report 52

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Of course, reading is a fundamental aspect to learning and growing. Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. It’s funny how everything old becomes new again. Apparently, reading is good for us!

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

SurveySparrow

DECEMBER 29, 2020

But how many times have terms like employee engagement, employee journey, or employee satisfaction made it to your ears? If the answer is quite a few times, your or your friend’s employer knows the importance of measuring employee experience. IT’s Role in Providing The Right Employee Experience.

Employee Experience 52

Employee Experience Measurement System Culture 52

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. By reading between the lines, the shape of your company’s internal culture can emerge. WHY IS INTERNAL CULTURE RELEVANT?

Culture 48

Culture Analytics Effort Score Employee Engagement 48

Experience Investigators by 360Connext

JULY 28, 2020

After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” How is success measured? CX leaders are asked to change the entire culture, move customer mountains, and do it with a smile.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Michel Falcon Experience

FEBRUARY 27, 2020

I learned to measure risk, think of contingency plans, how to make swift decisions and stay the course. Are you interested in improving your company culture, employee engagement, and customer experience? If so, my online course, Team Operating System , may be your solution.

Banking 97

Banking Employee Engagement Case Study Guidelines 97

Michel Falcon Experience

DECEMBER 4, 2019

Because of this, she knows how company culture is the foundation of every great company. You want to get very clear on how your manager is measuring success. If I was hiring a marketing manager KPI’s like email collection and website traffic would be a measure of success. While she is demanding, she is benevolent.

Management 78

Management Leadership Culture Fashion 78

SurveySparrow

MAY 19, 2023

Are you looking for a way to measure employee performance, gain accurate insights into workplace culture, and encourage growth and development in your organization? This approach promotes transparency and accountability and fosters a culture of continuous improvement. What are your goals for feedback ?

Tools 52

Tools Feedback How To User Experience 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. Employee Engagement and Customer Experience Are Linked.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

Playvox

FEBRUARY 2, 2022

Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. Become a Workplace of Choice.

Contact Center 68

Contact Center Gamification Culture Employee Engagement 68

SurveySparrow

APRIL 18, 2021

Simply put, an employee’s experience is of three kinds – the cultural, the physical, and the technological. . The Cultural. This is perhaps the most understood part of the employee journey. The working culture, leadership style, and everything else in between are factors that influence this experience. .

Employee Experience 95

Employee Experience Strategy Customer Journeys e-support 95

SurveySparrow

MAY 7, 2024

Thrivesparrow Best for: All in one employee success suite for Performance Reviews, Employee Engagement Surveys, and Peer Recognition. link] Thrivesparrow is an all in one performance management tool that places a lot of emphasis on employee feedback and assessments. Starts at $3/month/employee.

Software 52

Software Management Employee Engagement Policies 52

CX Journey

MARCH 31, 2015

I define it as: The sum of all interactions that an employee has with his employer during the duration of his employment relationship. It includes any way the employee "touches" the company and vice versa in the course of doing his job. Engagement cannot be forced upon employees or mandated, dictated, or declared.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are some ways leaders can measure service on an organizational scale?

Culture 53

Culture Airlines Net Promoter Score Leadership 53

Michel Falcon Experience

MARCH 27, 2019

It was here that was first exposed to company culture and putting people over profits. MICHEL: Whether it’s Netflix, O2E or my company, we’ve achieved success through company culture. Why is it that some companies or leaders still on going all in with company culture? BRIAN: Who do I admire for culture.

Culture 60

Culture Company How To ROI 60

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. You need to measure and track the improvements too. First impressions matter, right?

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

SurveySparrow

JANUARY 26, 2021

By meticulously planning their first day of work, Employers can give them the Best Employee Onboarding Experiences to help them reduce their first-day jitters and smoothly transition into their new working environment. Set them up for success by creating the best onboarding experience that encompasses your company culture and values.

Culture 98

Culture e-support Employee Engagement Gamification 98

Experience Investigators by 360Connext

JANUARY 14, 2015

It’s easy to say “we hire the right employees” but how can you measure it? The company has changed course after criticism of actions not fitting this motto, including blocking search results in China. Companies that figure out how to hire the right people win. But it starts earlier. Know what your mission is.

Customer Experience 110

Customer Experience Airlines Employee Engagement Government 110

SurveySparrow

OCTOBER 2, 2020

If you are running a business, you already know the importance of employee experience. Of Course, your customers are also essential, but who keeps those customers happy and satisfied? Your employee, right? Therefore, you should invest time in satisfying your employee and engage them more into the organization.

Employee Experience 59

Employee Experience Survey Customer Journeys Employee Engagement 59

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture. Number one: Where are we weak?

Culture 40

Culture Airlines Net Promoter Score Leadership 40

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Learning about my Employee Advisory Board and how it’s helped us create a great workplace. ? I said, “I want to build this experience design company for employees and customers in culture.”

Culture 60

Culture Leadership Hospitality Meeting 60

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