Remove Course Remove Culture Remove Employee Experience Remove Measurement
article thumbnail

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

article thumbnail

The Five Rules for Affecting Real Culture Change

Beyond Philosophy

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Employee Experience Strategy: Do’s and Don’ts

SurveySparrow

Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction. A happy and satisfied employee is more likely to cater to the customers’ needs, thereby improving their experience with a company. The Cultural.

article thumbnail

Customer-centric leadership – what does it really mean?

ECXO

Leaders play a central role in clarifying this relationship and demonstrating how everyone contributes to the whole, inspiring employees to actively improve the customer experience, resulting in a more customer-centered organizational culture. This focus creates a customer-centric culture within the organization.

article thumbnail

The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees

InMoment XI

Enacting this approach will also enable your frontline employees to provide a far superior experience to customers. This strengthens brand connection and creates a customer-centric culture. Many brands use data to measure employee performance as a matter of course, but tracking something only accomplishes so much.

article thumbnail

Building a Strong Foundation: Key Components of an Effective Employee Experience Strategy

SurveySensum

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. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!)

article thumbnail

Communicating CX: 15 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

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?”