Experience Investigators by 360Connext

FEBRUARY 23, 2021

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 , are so critically important to accomplishing real change and delivering on real outcomes through customer experience. Start with the why.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Create a CX journey for your employees. Failure to do so is disrespecting the customer and the business.".

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Failure to do so is disrespecting the customer and the business.". ,,, 4. What does this say about that company?

Tips 182

Tips Culture Exercises Feedback 182

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. How can businesses encourage employees to responsibility for their actions? I beg to differ.

Sports 80

Sports How To Exercises Culture 80

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle. The same is true for your employees.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Discovery work at the beginning of a CCO engagement is key. Episode Overview. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Strativity

JANUARY 29, 2018

Culture can be measured very simply by two critical factors. The first gauge for culture is what people say and do when their CEO isn’t looking. When you listen to the unfiltered memes in the organization, you get a sense of the true culture. In short, it is not what’s on the wall but rather what’s in the employees’ souls.

Culture 40

Culture Employee Engagement Exercises Study 40

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. It boosts productivity and enhances customer relationships. The Employee Engagement Solution: An HR Success Story. Let me explain how.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

BlueOcean

OCTOBER 10, 2016

But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call. That assumption is very often the catalyst in creating a less-than-satisfactory customer experience. But that’s simply not true.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. There’s no such thing as great cultures without great leaders.”. So you know what, I do a little exercise from the stage. Gregg Ledermen.

Leadership 52

Leadership Culture Exercises Airlines 52

Maz Iqbal

OCTOBER 26, 2014

Does the co-creation of a ‘good’ customer experience yield to a predefined template? Is great customer service reducible to a recipe? What about leadership: is the exercise of leading and leadership reducible to a formula? What Constitutes The Deepest Lack Of Intelligence? You may disagree.

Leadership 96

Leadership CRM Employee Engagement Culture 96

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. From the top senior levels, management is obligated to show they care about employees. With those thoughts in mind, shouldn’t senior management work on motivating factors to help employees maintain their business loyalty and commitment?

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Up Your Service

APRIL 15, 2019

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc. The folks in IT, HR, Finance, or Legal.

Customer Service 71

Customer Service Exercises Culture Retail 71

Customer Alignment

FEBRUARY 16, 2018

87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. Why don’t we treat employees in the same way as customers?

Analytics 80

Analytics Customer Experience Effort Score Employee Engagement 80

SurveySparrow

NOVEMBER 4, 2020

It’s tougher to keep employees satisfied and make them feel heard. When that happens, employee surveys become a much-needed exercise. . Employee engagement is one of the most important things. According to a survey, about 90% of leaders believe employee engagement has some impact on the success of a business.

Survey 59

Survey Employee Engagement Employee Experience Culture 59

SurveySparrow

OCTOBER 10, 2020

After all, only if employees are engaged will they care about the company. It’s a good thing; there are plenty of excellent workforce engagement software to make that all possible. . Employee engagement is talked about a lot. There are great solutions available now to help improve employee satisfaction.

Tools 59

Tools Engagement Employee Engagement Employee Experience 59

Michelli Experience

NOVEMBER 8, 2017

For example, when a customer enters a retail store and a clerk asks, “How are you today?” Most customers know the question is little more than a universal greeting. Most clerks don’t really want a customer to honestly answer the question. Fortunately, most customers will deflect with a response of, “I’m fine.”

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Up Your Service

APRIL 1, 2018

We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service. Price war often follows, which is not a good place to be.

Customer Experience 80

Customer Experience Culture Hotels Customer Expectations 80

CX Journey

SEPTEMBER 1, 2015

"Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. Without your employees, you have no customer experience.

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. And that’s really the draw for why go through the bother of bringing custom audio into an organization… It’s storytelling at its core.” How to market your podcast internally.

Employee Engagement 98

Employee Engagement Culture Engagement Employee Experience 98

Maz Iqbal

OCTOBER 16, 2014

What Does It Take To Excel At The Customer Experience Game? Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues. Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. . Why is this the case?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. The panel discussion explored the value of having authentic, timely and contextual customer feedback.

Software 145

Software How To Exercises Feedback 145

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. What’s more, they started realizing that while they excelled at acquiring new customers, they weren’t great at keeping them. After interviewing current and former customers, I identified a pattern. What about Mr. Happy Customer?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? So how do we ensure that our employees are happy, engaged, and having a great experience?

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. How did it go? Or are you?

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

Customer Enthusiast

AUGUST 26, 2014

Check out this video Exposing Bad Customer Service by Jack Vale Films. What stops these employees from closing the discretionary effort gap between what they are prepared to do and what they actually do? the organization’s culture. Make no mistake: Employees choose whether or not to serve. Here, I’ll reference Stephen R.

Exercises 75

Exercises Culture Video Exceptional Customer Service 75

SurveySensum

FEBRUARY 28, 2024

Overall, these tools play a crucial role in gathering actionable insights and fostering a culture of transparency and open communication within organizations. Customization : It’s all about making it specific and oriented, especially for your employees. How to Choose the Right Anonymous Feedback Tool?

Tools 52

Tools Feedback Analysis Survey 52

Strativity

SEPTEMBER 1, 2015

While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. As published in Customer Experience Strategy , 2010 . Employee experience is the sum total of the supporting environment enabling employees to perform.

Culture 40

Culture Employee Experience Exercises Travel 40

One Millimeter Mindset

AUGUST 1, 2018

Customer success storytelling leverages customer experiences. These stories portray the actual experiences an organization’s own customers have, when working with that organization. How can organizations capture their customer success stories ? Customer success storytelling is about the customer-as-hero’s tale.

Customer Success 50

Customer Success Customer Experience Customer Retention Exercises 50

Up Your Service

APRIL 1, 2018

We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service. Price war often follows, which is not a good place to be.

Customer Experience 69

Customer Experience Culture Hotels Customer Expectations 69

Comm100

JANUARY 25, 2018

It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy businesses and shareholders. There’s huge benefits from acting to make sure your employees are happy and engaged. 10% higher customer metrics. 10% higher customer metrics.

Customer Satisfaction 103

Customer Satisfaction Survey Feedback eBook 103

CX University

JULY 24, 2018

Organizations with a strong EVP pay employees less than others and still retain employees 300% longer (CEB, the Corporate Executive Board Company, Preparing your Employment Value Proposition for 2016). This adds up to millions in turnover cost savings alone, not to mention the benefits to employee engagement and productivity.

Employee Engagement 63

Employee Engagement Culture Case Study Exercises 63

SurveySparrow

FEBRUARY 2, 2021

Many of their points would circle around how the office’s culture is pathetic. The culture in an office could mean so many things, starting from how an employee who is going through a tough family issue is treated to how an intern is respected. Why is Employee Appreciation Day Important? Offer gift cards.

Exercises 98

Exercises Culture Wireless Employee Engagement 98

Up Your Service

APRIL 15, 2019

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc. The folks in IT, HR, Finance, or Legal.

Customer Service 45

Customer Service Exercises Culture Retail 45

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. Service Culture Book.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52