Customer Bliss

JUNE 6, 2018

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.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Customer Bliss

JUNE 20, 2019

He went to numerous Y branches and spent half a day in uniform, checking people in at the front desk, walking around the pool deck with the lifeguard, and getting a feel for the employee experience on the ground. He wanted to know what interactions with customers were like and what were potential operational challenges. .

Employee Experience 128

Employee Experience Culture Customer Experience Customer Journeys 128

Experience Investigators by 360Connext

DECEMBER 11, 2023

If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX.

Customer Journeys 205

Customer Journeys Trends Customer Experience Course 205

Customer Bliss

NOVEMBER 23, 2018

Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us. Assess the Employee Experience Upon Starting Your New Role. An important facet of the business they looked at was employee experience and staffing levels.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 493

Customer Experience Social Media Employee Experience Roadmap 493

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management Culture Touchpoint 52

InMoment XI

AUGUST 22, 2022

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. Your employees, of course! And, more specifically, employee churn. Employee churn is complicated. How Employee Experience Programs Reduce Employee Churn (and More!).

Employee Experience 260

Employee Experience eBook Employee Engagement Call Center 260

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. It’s about running your organization as though you are the customer.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

SurveySparrow

SEPTEMBER 8, 2021

A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

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

InMoment XI

DECEMBER 13, 2022

We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business. Of course, it’s also a poor experience for the customer. Wrapping Up.

ROI 493

ROI Call Center Return on Investment Measurement 493

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

BlueOcean

APRIL 5, 2016

That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. This, of course, is harder to recruit and staff for, so it’s clear there may need to be some compromise on both sides. Achieving Optimal Call Center Employee Experience.

Call Center 120

Call Center Employee Experience Contact Center Employee Engagement 120

CX Journey

JANUARY 15, 2016

Image courtesy of Leo Reynolds A lot of elements comprise the employee experience. Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience.

Employee Experience 80

Employee Experience Employee Engagement Leadership Engagement 80

InMoment XI

OCTOBER 18, 2022

For brands, this has become an employee experience (EX) challenge that is formidable, but not insurmountable. Steep discounts can benefit customers, of course, but on this scale they leave a brand’s bottom line weakened. Challenge #3: Off-Price/Discounts. Challenge #4: Shrinkflation.

Brands 529

Brands Transportation Wait Times Course 529

Experience Investigators by 360Connext

DECEMBER 15, 2023

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 304

Communication Tips Customer Journeys Customer Experience 304

InMoment XI

APRIL 19, 2022

Rather than rattling off a list of possible stressors, we want to talk about how you and your employees can manage these feelings year round with practical, accessible tools and coping strategies. Doing so clearly displays employee commitment , and will lead to cultural and business success long term. What is employee commitment?

Resources 493

Resources Exercises Tools Culture 493

SuiteCX

NOVEMBER 29, 2016

The aversion which used to exist to rehiring former employees is disappearing and is being replaced in some cases by proactive rehire programs – driven by a broadening realization that rehires are less expensive to hire, become productive faster and stay longer serving than regular hires.

Customer Journeys 100

Customer Journeys Employee Experience Course Groups 100

SuiteCX

NOVEMBER 29, 2016

The aversion which used to exist to rehiring former employees is disappearing and is being replaced in some cases by proactive rehire programs – driven by a broadening realization that rehires are less expensive to hire, become productive faster and stay longer serving than regular hires.

Customer Journeys 100

Customer Journeys Employee Experience Groups Course 100

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

BlueOcean

NOVEMBER 13, 2023

One of his recent podcasts with the CEO from Avaya digs into the role of employee experience—a topic we believe should always be top of mind as the contact center evolves. After all, happy employees create happy customers. If nurturing the employee experience is on your mind as you enter 2024, listen to this podcast today.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

InMoment XI

APRIL 5, 2022

Of course, different firms operate with different goals in mind, but what’s important to take away here is how the customer experience is impacting the employee experience and vice versa. If you’d like to learn more about what’s happening in 2022’s experience realm, take a look at the full online version.

Banking 295

Banking Trends Customer Experience Self Service 295

InMoment XI

JANUARY 20, 2022

When it comes to collecting feedback, of course we want to hear what our actual customers have to say about their experience. Without a transaction, these non-purchasers won’t receive an invitation to take a survey—but, their experience is just as important to listen to and understand.

Feedback 260

Feedback Retail Course Connections 260

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Experience Matters

DECEMBER 18, 2018

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

Trends 260

Trends Exercises Employee Experience Course 260

Qualtrics

JUNE 18, 2021

Before COVID-19 and the shift towards hybrid working, organizations were already competing for talent based on employee experience. Employee experience is now headline news and while the growing consensus from all stakeholders is encouraging, it puts leaders that own employee experience (EX) in the spotlight.

Employee Experience 49

Employee Experience Measurement Interaction Survey 49

Strativity

OCTOBER 10, 2018

Products, of course, are right up at the top. The post Customer & Employee Experience: The Icing or the Cake? What truly differentiates any company? Well, lots of things. Great products help create and sustain great brands. But is that enough? appeared first on Strativity.

Employee Experience 40

Employee Experience Customer Experience Course Technology 40

ShepHyken

OCTOBER 10, 2023

We are both in alignment, and you should be, too. Furthermore, this way of thinking crosses over to the employee experience (EX). Of course, every company, Disney included, has to be somewhat competitive with compensation and benefits. So, let’s not get caught up in the semantics of these two sentences.

Culture 146

Culture Customer Service Training Employee Experience Course 146

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Listen to or watch the full interview ».

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. We learnt that there are multiple approaches to achieving success and that the true differentiators between leading and lagging companies are culture, capability, and execution.

NPS 260

NPS Customer Centricity Tips Automotive 260

InMoment XI

DECEMBER 21, 2021

The move toward commitment and advocacy is generally driven, and championed, by senior executives, though, of course, they can’t do it alone. Market research provides the employee advocacy data and the insights. Senior management needs to get everyone marching behind the banner of ‘optimizing the customer experience.’

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience. Business owners need to treat their employees how they would like them to treat customers. The 8 skills required by any CX team are: Strategy.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Most organizations are surveying their employees, but very few are delivering truly strategic employee experience (EX) programs.

Employee Experience 29

Employee Experience Leadership Automotive Employee Engagement 29

InMoment XI

JUNE 15, 2022

Over our decades of experience improving customer and employee experiences with the world’s most beloved brands, our experts have collected plenty of best practices and compiled them into various resources to help you inform your efforts! This invokes direct, well thought out answers.

Survey 260

Survey Consulting Feedback Course 260

PeopleMetrics

OCTOBER 1, 2015

Later Thoughts: The Employee Experience. I've since thought of a few reasons why those employees may have acted the way they did: They were missing Sunday football. The shame of it is, when employees are trained to ignore customer-centric impulses and focus on company-centric results, they suffer too. So, I left.

Employee Experience 48

Employee Experience Customer Experience Customer Centricity Culture 48