Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. Free coffee.

Culture 52

Culture B2B Industry Guidelines 52

Beyond Philosophy

OCTOBER 29, 2020

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

Culture Airlines Call Center Customer Centricity 167

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Journey

JANUARY 23, 2019

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Happy employees lead to happy customers. Big mistake.

Culture 94

Culture Leadership Customer Centricity Airlines 94

InMoment XI

DECEMBER 16, 2021

Although satisfied employees are generally supportive of the business and what it represents, they likely won’t go beyond doing the basics of their job descriptions. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Company 260

Company Communication Culture Employee Experience 260

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

SurveySparrow

SEPTEMBER 8, 2021

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? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

ShepHyken

OCTOBER 10, 2023

If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. It’s the value provided in the customer experience. The Disney culture is so powerful that people love the company more than a higher paycheck from another employer. It’s simple.

Culture 148

Culture Customer Service Training Employee Experience Course 148

SurveySparrow

JANUARY 1, 2021

The answer is simple: A wholesome Employee experience is an input for increased employee engagement at every stage of the employee lifecycle. Employee Experience is an employee’s perception of his journey with the company, right from the onboarding process to the final exit interview.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post , we know that Culture = Values + Behavior.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

Experience Investigators by 360Connext

DECEMBER 15, 2023

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?” of customer experience. 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

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee. But culture doesn't just happen, either.

Culture 86

Culture Meeting Exercises Groups 86

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

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

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

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What is your best or worst employee experience you can share with us, Garry?

Culture 52

Culture Leadership Employee Engagement Consulting 52

Customer Bliss

SEPTEMBER 5, 2019

In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).

Culture 131

Culture Chief Customer Officer Leadership B2C 131

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.”

Culture 145

Culture Employee Experience Leadership Customer Experience 145

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 115

Culture Customer Service Leadership Airlines 115

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

InMoment XI

AUGUST 25, 2023

As we talked about earlier, you need to have a definition of success, and clarity on your objectives. These could include factors like data security standards, cultural alignment, or specific service offerings that are indispensable for your organization. What are you trying to achieve with this partnership?

How To 260

How To ROI Net Promoter Score Measurement 260

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. So, so that type of cultural leadership, right. This is definitely about employees.

Culture 98

Culture Connections Leadership Communication 98

SurveySparrow

JANUARY 13, 2021

This straightforward and extremely simple tool is often used as a metric to bring growth to the overall company culture. The results you’ll get from the surveys can help you develop new plans and programs to improve the employee experience. . You must maintain a healthy work culture. What’s more?

Net Promoter Score 52

Net Promoter Score Culture How To Effort Score 52

Qualtrics

APRIL 16, 2020

In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). We’re all still learning how these temporary changes affect employees, but another question is quickly emerging – how will these current disruptions affect employee experiences in the future?

Employee Experience 45

Employee Experience Culture Policies Trends 45

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Engagement and culture are different, but they affect each other.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 98

B2B Customer Experience Roadmap Culture 98

Integrity Solutions

SEPTEMBER 2, 2022

But especially today, when talent shortages persist and employees are expecting more from the companies they contribute their time and talents to, you won’t be able to attract and retain the people you need in order to compete if you’re not focused on improving employee engagement and the overall culture.

Management 119

Management Employee Engagement Culture Leadership 119

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. Path 1: Customer Experience 101. Learning Paths, Defined. What is a learning path?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CX Journey

MAY 29, 2019

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.”

Culture 80

Culture Employee Experience Leadership Customer Experience 80

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

CloudCherry

FEBRUARY 6, 2020

He also offers his expert opinion on the definition of true communication, detailing it as “when you have an understanding that opens that ability to have both parties really understanding and moving in the same direction towards whatever that value is that both parties need.”

Customer Centricity 195

Customer Centricity Leadership Industry Culture 195

CX Journey

FEBRUARY 14, 2018

If they're not all on board, if they don't all agree that the purpose of the business is create and to nurture customers, then there's a lot of short-term thinking that focuses on the numbers rather than a long-term vision to transform the culture and the business. It's definitely one of the problems. One big problem. It's all CX!

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

TechSee

AUGUST 14, 2023

In addition, he is the author of Definitely CX , the definitive reference and how-to guide for customer experience, the publisher of The CX Morning Brew , and host of CX Diaries podcast. She works with business leaders to work out how to weave the customer into their already established cultures. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Always start with the culture; everything else flows from here. Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. FREE TOOL: CSAT CALCULATOR .

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52