CSM Magazine

FEBRUARY 7, 2023

But now we’ve weathered the peak of the storm, the time for short-term fixes is over and businesses are looking at long-term strategies, particularly when it comes to attracting the very best candidates and building loyalty and longevity across their team. the starting point is ‘what do employees expect?’ Why have expectations changed?

Policies 64

Policies Healthcare Culture Financial 64

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Airlines Healthcare Transportation 52

SurveyGizmo

JULY 23, 2018

Failure to do so or pushing experience improvements to the wayside puts an organization’s competitive advantage and market relevance at risk — no matter the industry. In the context of the workplace, bullying can impact employee satisfaction, customer loyalty, and the overall experience of the organization. 

How To 63

How To Healthcare Culture Employee Experience 63

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. How do you shift to a purpose-driven culture? It’s hard work changing culture. Trust is an emotion.

B2B 122

B2B Brands Innovation Government 122

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. You need to do a culture crystallization exercise with employees. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

SurveySparrow

SEPTEMBER 20, 2021

Uses: Experience management software has so many uses. They can include customer experience (CX), employee experience (EX), product experience (PX), reputation management, and more. While most tools specialize in one business area, some platforms can manage the experience for multiple areas. 360 surveys.

Omni-Channel 52

Omni-Channel Software Tools Management 52

Qualtrics

NOVEMBER 19, 2019

“It’s great to be able to surprise and delight your audience, but that doesn’t necessarily add up to greater loyalty. – Matt Dixon, bestselling author of the Effortless Experience. More from Matt: To encourage customer loyalty, start by discouraging disloyalty. My advice to newcomers in the Employee Experience world?

Management 31

Management Chief Customer Officer Healthcare Banking 31

Qualtrics

MAY 1, 2019

Countless research reports back this up, and as the employee experience continues to evolve, employees expect their employers to deliver individualized services and experiences. Today, things like PTO, healthcare, and retirement benefits have become table stakes.

Company 40

Company Insurance Exercises Employee Experience 40

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? When customers need to “check in” with stakeholders throughout the organization, instead of hearing back from employees, customer trust erodes.

Sales 68

Sales Customer Confidence Touchpoint Communication 68

Qualtrics

APRIL 27, 2020

Whilst it is true that human interaction holds more importance in some industries than others - particularly highly complex or high-risk areas such as healthcare or financial services - in reality, technology has only ever existed to facilitate customer needs. In modern-day terms, they’d rather talk to a human than a chatbot.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Often, employees are unable to have each other’s – and your customers’ – backs. Co-create a culture of servant leadership.

Culture 63

Culture Leadership Employee Experience Resources 63

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. Philips partners closely with their customers to transform healthcare delivery.

Management 41

Management Automotive Leadership Effort Score 41

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? Rather than representing a more inclusive and diverse palette of what it means to be a STEM professional and left brain thinker.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

Qualtrics

FEBRUARY 18, 2020

Or do you want to really deliver breakthrough experiences for your customers and employees? Find out how moving away from the metrics and towards a culture of action can help you become an XM master. Brand + Product Experience - 14:00 // Weds, March 11. Employee Experience - 16:00 // Weds, March 11.

Marketing 29

Marketing Government Leadership Automotive 29

Kustomer

SEPTEMBER 17, 2020

Gabe responds and summarizes this point by stating, “…it’s about trying to tap into some of those maybe emotional aspects of the customer experience, but then bring that back to actionable or rational drivers that you can do to drive that emotional experience.”. How Complaints Can Actually Increase Brand Loyalty.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

One Millimeter Mindset

MAY 23, 2019

Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Ponder that potentially everyone in your workforce is stuck in their own toxic professional stories.

Leadership 70

Leadership Conference Innovation Culture 70

One Millimeter Mindset

MARCH 13, 2019

Talk about negative employee experience. Talk about negative stakeholder experience. Instead of perpetuating cross-cultural team dynamics which result in a stakeholder impasse, instead of buy-in, learn how to tell stories. Which leaves many a project team incredulous that key internal stakeholders just do not “get it.”

Customer Retention 12

Customer Retention Culture Employee Experience Strategy 12

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Many corporate vision statements sound something like this: “To be recognized as an industry leader, earning higher profits for our stakeholders and loyalty from our customers.” ” This type of statement is aiming for customer loyalty… but how will they get there ? Ask if your CX Mission can be “always on?”

How To 214

How To Brands Airlines Hotels 214

One Millimeter Mindset

JANUARY 31, 2019

What happens to employee experience when they are not entirely incorrect? When employees propose solutions, modifications to processes or requests for increased budgets? Is there stakeholder pushback or are employees encouraged to be more curious and inquisitive? Then, create pathways to employees who “do know.”.

Employee Experience 69

Employee Experience Customer Retention Communication Culture 69

One Millimeter Mindset

MAY 8, 2019

Developing an inclusive storytelling culture is a tremendously timely way of spanning pay grades, job titles, levels of education and generations. And, often, these activities are outsourced to folks who are not as invested as you are in retaining not only your customers, but also your employees. Here is what to do.

Culture 66

Culture Sales Advertising Communication 66

One Millimeter Mindset

APRIL 10, 2019

Consider the implications for not only customer acquisition, but also employee experience, customer experience and customer retention. Take the next steps to learn more about how to create a storytelling culture in your organization. Isn’t this the outcome we all should target?

Customer Retention 13

Customer Retention Employee Experience Communication Culture 13

One Millimeter Mindset

MAY 1, 2019

Insourcing company storytelling begins by leveraging a storytelling culture. Consider the value of creating a storytelling culture for your organization. When discovering, creating and telling stories, together, becomes part of how everyone works, employee stakeholders feel part of the bigger picture. Take the next steps.

Company 71

Company Return on Investment Culture Customer Retention 71

Qualtrics

JULY 2, 2021

Learn how patient satisfaction has evolved, and how you can start using patient satisfaction surveys as part of a wider effort to improve the end-to-end patient experience with our ultimate guide. Many healthcare organizations will ask patients for feedback as part of their efforts to improve patient satisfaction. HCAHPS surveys.

Healthcare 26

Healthcare Hospitality Effort Score Survey 26

Qualtrics

FEBRUARY 17, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping Experience Management professionals reach new heights in customer , product , brand , and employee experience. Then it’s time to take action.

Government 34

Government Leadership Employee Experience Automotive 34

One Millimeter Mindset

JANUARY 23, 2019

A workforce laissez-faire policy – letting things run their natural course – permits flight risk employees to gamble with your customer experience strategy. In working with organizations and associations, like yours, I observe first-hand how company cultures wrestle with detecting and dealing with flight risk employees.

Strategy 61

Strategy Customer Experience Customer Retention Policies 61

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). Judith has been at the forefront of the culture change movement in technology and entertainment. Rick Evans, NewYork-Presbyterian // Chief Experience Officer.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22

One Millimeter Mindset

FEBRUARY 4, 2019

Creating a team-based storytelling culture is the best way I know to foster cross-discipline communication. Fostering a culture of team-based storytelling focuses on small, seemingly inconsequential, decisions and actions which make a big impact on customer experience and customer success.

Customer Experience 12

Customer Experience Guidelines Resources Customer Retention 12

One Millimeter Mindset

FEBRUARY 14, 2019

Realistically, profitable collaboration is the result of employees committed to listening with an open mind to the voices of others. In addition, positive internal customer experiences are the outcomes of both courage and critical thinking skills in the face of push-back in risk-averse cultures.

Guidelines 13

Guidelines Customer Retention Leadership Communication 13

One Millimeter Mindset

APRIL 3, 2019

The type of inclusion responsible for filling up not only the customer experience glass. But also the employee experience glass. Because, in his mind, consultants make him look powerful in the eyes of employees. His employees are not certain about the functional outcomes of their “acting busy and looking the part.”

Customer Experience 12

Customer Experience Customer Retention Consulting Employee Experience 12

Qualtrics

NOVEMBER 10, 2021

We’re launching two patient experience solutions and built-in benchmarks to help healthcare providers shift to modern patient experience management. Traditional patient experience programs are inflexible, retrospective, and tedious to manage. Additional benchmarking options to support your patient experience goals.

Management 26

Management Healthcare Effort Score NPS 26

Customer Bliss

APRIL 20, 2018

Over time, Edwin began to see how branding and reputation management played a role in customer experience. He used his knowledge of marketing in CX as a way to think about how to fix the root of a problem through addressing a company’s culture. Edwin says: I would’ve started working on employee experience sooner.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148