Blake Morgan

JANUARY 3, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. Christmas is the busiest time of year for travel.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Customer Bliss

MAY 23, 2018

In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne has spent her career leading work in the customer service and experience industry. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience Travel B2C 197

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Only a culture of stakeholder-centricity can be defined in that way.

Culture 83

Culture Company Customer Centricity Travel 83

Blake Morgan

JANUARY 16, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. Christmas is the busiest time of year for travel.

Airlines 59

Airlines Travel Case Study Employee Experience 59

BlueOcean

AUGUST 20, 2020

We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Many of us are rethinking the idea of non-essential travel.

Video 156

Video Customer Care Leadership Culture 156

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? and employees is a cultural commitment.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

ijgolding

MARCH 6, 2017

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Experience the Experience.

Customer Experience 140

Customer Experience Hotels Customer Centricity Culture 140

Qualtrics

AUGUST 6, 2021

It’s intuitive, the employee experience is both rapidly changing and hyper-local. In other words, each interaction on a personal level has an impact on whether your current experience is positive or negative. And we provide access to every level of leadership at the same time” Brian explains. Learn More.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

Kristina Evey

JUNE 13, 2018

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . culture definition. culture definition. Every company has a culture whether purposely defined or not.

Customer Experience 120

Customer Experience Culture Leadership Customers 120

Qualtrics

JULY 24, 2020

What makes some organizations synonymous with great company culture, while others fall below the fold? We took a closer look at the intricacies of building and sustaining company culture, plus the companies that have engaging cultures – and why. Company culture permeates through every fiber of an organization.

Culture 26

Culture Company How To Employee Experience 26

Beyond Philosophy

JANUARY 10, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Recognize that employees’ behavior, like customers, has both emotional and rational and emotional underpinnings (4 questions).

Company 60

Company Travel Leadership Employee Engagement 60

BlueOcean

DECEMBER 13, 2022

Other examples are the collaborations between Hilton and Lyft , Shell and Dunkin’ , Macy’s and Dick’s Sporting Goods , and then there is Scene+ in Canada who’s loyalty program brings together company brands offering movies, travel, shopping, dining, groceries and more all under one consolidated program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Qualtrics

JUNE 17, 2020

Learn strategies to create a culture of inclusion in this X4 session. We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity. And like his Twitter feed, it’s chock full of business and educational thought leadership. Janet Ikpa. Ellen McGirt. Ashley Ladd.

Culture 61

Culture Leadership Employee Experience Resources 61

SurveyGizmo

JULY 27, 2021

However, 30 percent of corporate leaders worry about maintaining their corporate culture without people in the office. Employees wanted a more flexible approach to work remotely with over 80 employees writing a letter to leadership expressing their thoughts and desire to be asked. Do not expect your plans to be static.

Guidelines 98

Guidelines Policies Government Travel 98

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Employee experience is the sum total of the supporting environment enabling employees to perform. Allow passionate employees to help shape the experiences themselves.

Culture 40

Culture Employee Experience Exercises Travel 40

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Employee experience is the sum total of the supporting environment enabling employees to perform. Allow passionate employees to help shape the experiences themselves.

Culture 40

Culture Employee Experience Exercises Travel 40

Beyond Philosophy

AUGUST 11, 2022

Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. Moreover, the job is more complicated; many customers are impatient and angry, and these front-line employees have to deal with them all day.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Maz Iqbal

OCTOBER 1, 2014

Have you noticed that the folks who occupy the seats of power (‘Tops’) in organisational life struggle with ‘Customer Experience’ and ‘Employee Engagement’? And that includes experience design: Customer Experience, and Employee Experience. Now back to the Tops.

Employee Engagement 74

Employee Engagement Engagement Customer Experience Case Study 74

Qualtrics

NOVEMBER 20, 2019

I was coming out of a year-long career break – post a role as a consultant with McKinsey in Asia – during which I had travelled around the world. I knew three things mattered to me most: culture, challenge, and the ability to contribute. PS: I am a big fan of the notion of sabbatical, mindfulness practices and travels.

Culture 20

Culture Customer Success Travel Leadership 20

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. How are you showing employees that you have their best interests in mind?

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

Beyond Philosophy

JANUARY 3, 2017

CMC Thought Leadership Principal, Beyond Philosophy. For customer management and high-quality experience and value delivery to be optimized, one of the changes that companies will have to institute is to start focusing on people, all of the employees within the enterprise. More targeted employee training and skill development.

Self Service 76

Self Service Travel Loyalty Customer Service Representative 76

ShepHyken

OCTOBER 17, 2017

James shares seven key components to creating a working culture that best allows for customer success, when the employees are taken care of first and foremost. Workers must feel confident that their decisions will be supported by leadership within the company. How can I create happy employees?

Customer Centricity 51

Customer Centricity Culture Travel Leadership 51

Think Customers

JULY 29, 2022

And inquiries about loyalty rewards were common across nearly all industries — retail, public sector, automotive and manufacturing, travel and tourism, insurance, finance. What the company found was that refund and replacement inquiries were most common among industries such as retail, public sector, automotive, and manufacturing.

Data 59

Data Apparel Automotive Tourism 59

SurveySparrow

FEBRUARY 13, 2023

Have fun with the employee spotlight questions. Employee testimonials – Summit CPA Group What makes your company culture one of the best? In this employee spotlight video , senior accountant and mom-of-three Hannah Hood tells us why she loves being a part of Summit CPA. Where are you hoping to travel to next?

Examples 52

Examples Culture Social Media Video 52

Qualtrics

APRIL 18, 2019

In our new HR Visionaries series , he explores what makes the employee experience at Patagonia unique and explains why doing things differently is business as usual for the Patagonia team. For example, If an employee is arrested protesting in support of the environment, Patagonia will pay for bail.

Leadership 37

Leadership Employee Experience Feedback Culture 37

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. This is a dreadful position for any company to be in!

Airlines 60

Airlines Leadership Consulting Tips 60

ijgolding

DECEMBER 1, 2017

I am guessing that it is your time with Homeserve that inspired your love for the world of Customer Experience? It made me want to travel the world again – this time learning from the best organisations on the planet, so I could then share this learning with others. Absolutely. I therefore decided to write about it.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Russel Lolacher

JUNE 5, 2022

How knowledge transfer and culture can benefit from communication technology. So I will ask you the first question is, what’s the best or worst employee experience you’ve ever had? And the important thing is that that leadership, we jump in, say hi, and then we leave. PLAY AND SUBSCRIBE. Google Podcasts.

Communication 93

Communication Technology Employee Engagement Culture 93

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more. They’re just in line with the culture.

Handbook 54

Handbook Feedback Culture Employee Engagement 54

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. It should be a trigger for a conversation.

Employee Engagement 52

Employee Engagement Engagement Employee Experience Survey 52

Michel Falcon Experience

APRIL 16, 2019

In this interview I sit down with Trufan’s founder, Swish Goswami, to talk about how he motivates his team, what type of culture he’s looking to build at his business and why he’s going hard on LinkedIn with content. He’s a young entrepreneur who understands the value of building a strong company culture.

Culture 60

Culture Company Leadership Video 60

Qualtrics

OCTOBER 29, 2019

My “why” is that I have been so, so lucky to be given the opportunity to explore, travel, learn, and do so many things that some people can’t even dream of doing. I can travel, I can learn immensely and expand my knowledge. This is Sneha’s “Why Qualtrics” story. Furthermore, I am encouraged to do so.

Management 34

Management Travel Leadership Tips 34

Qualtrics

JUNE 13, 2019

I was on the dance team, I ran hurdles on the track team, held multiple leadership positions, and was even voted “Most Involved” in my Senior Class. So, I took on multiple leadership positions within the community service organization and the Student Body Presidency at my university. I was crazy involved in High School.

Leadership 37

Leadership Connections Travel Meeting 37

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Qualtrics

OCTOBER 24, 2019

To foster a culture of great experiences that benefits both staff and customers, you can provide systems that make life easier for staff and show that you have respect for their time and energy. You can also model customer experience through employee experience by recognizing and rewarding your best performers.

Feedback 32

Feedback Policies Training Employee Experience 32

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130