Experience Matters

APRIL 20, 2017

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception.

Employee Engagement 218

Employee Engagement Employee Experience Engagement Trends 218

InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? So, where is employee experience headed?

Employee Experience 558

Employee Experience Culture Employee Engagement Connections 558

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives?

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

GetFeedback

SEPTEMBER 6, 2018

Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. What do I mean by the ‘right employees’? The six steps are as follows: Step 1 – Attract.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Daniel Group

DECEMBER 13, 2023

Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. The main reason is that customers want great experiences when they buy. Some companies overlook the importance of employee experiences to making CX successful.

Employee Experience 52

Employee Experience Customer Experience Company Employee Engagement 52

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Second to None

OCTOBER 19, 2020

The people on your team interact with customers, drive your operation, and affect financial performance. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like?

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. First Impressions: The Candidate Experience.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. Be sure to keep your customers at the forefront of your digital transformation efforts.

Employee Experience 96

Employee Experience Engagement Brands Employee Engagement 96

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? How can businesses foster strong connections between their employees and the communities they serve? positively impacts the culture.

Culture 80

Culture Company Wireless Customer Satisfaction 80

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture.

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Happy or Not

JUNE 13, 2023

How does employee engagement affect performance? Employee engagement directly impacts performance, influencing an organization’s success and profitability. How does employee engagement affect performance?

Employee Engagement 36

Employee Engagement Engagement Culture Customer Satisfaction 36

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

SurveySparrow

APRIL 18, 2021

The barista soon realizes that you are a regular customer and notes down your usual purchase. Wouldn’t you agree that this small gesture would make your customer experience more enjoyable? When the barista remembers you and your order, it can make you feel valued as a customer. What Is Employee Experience Strategy?

Employee Experience 95

Employee Experience Strategy Customer Journeys e-support 95

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Survey Employee Engagement 52

InMoment XI

DECEMBER 16, 2021

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.

Company 260

Company Communication Culture Employee Experience 260

SurveySparrow

OCTOBER 7, 2020

Engaged employees are productive hard workers who are positive and passionate about their organization. They not only value their organizational culture but also provide value to the customers. After all, happy employees equal happy customers right! Is there a perfect Employee Engagement Survey Question?

Employee Engagement 59

Employee Engagement Survey Engagement Net Promoter Score 59

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

JANUARY 1, 2021

So it comes as no surprise that employee engagement has turned out to be a crucial factor in a business’s success. Organizations with higher levels of employee engagement outperform their competition, and their employees have a vision of how their work contributes to the organization’s success.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement 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

Beyond Philosophy

OCTOBER 24, 2020

A great idea is a beautiful place to start when it comes to improving your Customer Experience to benefit your bottom line. ” While these elements are fundamental to your success, affecting a real culture change at your organization is vital to achieving the customer-driven growth you hope to inspire.

Culture 97

Culture Employee Engagement Consulting Communication 97

SurveySparrow

NOVEMBER 21, 2020

Customer needs are changing each day, and you’ll get thousands of technologies that provide solutions to improve customer experience. But organizations often overlooked the value of their employees. A report from Achievers stated that only 19% of employees feel engaged in their organizations.

Employee Experience 59

Employee Experience Employee Engagement Survey Software 59

Experience Investigators by 360Connext

JANUARY 27, 2017

Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is. The post Are Your Employees Engaged to Tell You the Truth?

Employee Engagement 110

Employee Engagement Engagement Consulting Innovation 110

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

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

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers. Choose the right communications tool for your meetings.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

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. High employee experience means high customer satisfaction.

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

SurveySparrow

AUGUST 8, 2022

Tried Culture Amp and want to see what else is out there? In this article, we’ve put together a list of the best Culture Amp alternatives you can try and evaluate. Top 18 Culture Amp alternatives to try in 2022. Here’s a list of the best culture amp alternatives: SurveySparrow. Culture Monkey. Culture Monkey.

Culture 52

Culture Net Promoter Score Employee Engagement Analysis 52

West Monroe

OCTOBER 3, 2023

In the process, outsourcing can improve job satisfaction and engagement among existing employees by offloading rote tasks—or relieving elongated to-do lists—and creating new opportunities for workers to take on more strategic, higher-value responsibilities. Keep employee experience front and center.

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

SurveyGizmo

FEBRUARY 12, 2020

More and more companies are recognizing the human and business benefits of prioritizing employee engagement. They are infusing engagement into their company DNA and, together with SurveyGizmo, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS).

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? But employees are part of the collective “we” that makes up your company.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience. He is a CCXP qualified via the CXPA.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52