Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. You Will Now.

Case Study 142

Case Study Employee Engagement Study Engagement 142

InMoment XI

DECEMBER 16, 2021

In part because of today’s greater emphasis on the emotionally-based components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Company 260

Company Communication Culture Employee Experience 260

Brad Cleveland Blog

JUNE 3, 2021

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience.

Employee Experience 56

Employee Experience Customer Experience Customer Centricity Culture 56

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Your business can develop customer-centricity DNA.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Bold360

MARCH 26, 2020

Being relentlessly helpful earns customers for life. Today’s To-Do: Redefine Customer and Employee Engagement. Due to social distancing and employees working from home, the new normal that has impacted everyone across the United States and the globe, your approach to CX must change.

Employee Engagement 66

Employee Engagement Chatbots Self Service Engagement 66

Beyond the Arc

APRIL 19, 2019

Over the years, the Beyond the Arc team has written extensively about building the kind of customer-centric culture that can help you succeed. So that you have a few of our key tips in one place, we’ve created this overview of employee.

Employee Experience 67

Employee Experience Customer Centricity Culture Tips 67

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? The bulk of companies are just trying to figure out where to start: engagement or culture?

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Here’s an example of how to think about customer experience value for your business case!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Maz Iqbal

OCTOBER 1, 2014

On Tops And Their Struggle With Customer Experience and Employee Engagement. Have you noticed that the folks who occupy the seats of power (‘Tops’) in organisational life struggle with ‘Customer Experience’ and ‘Employee Engagement’? Now back to the Tops.

Employee Engagement 74

Employee Engagement Engagement Customer Experience Case Study 74

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Connect the employee experience to the customer experience in big ways.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Experience Investigators by 360Connext

JULY 11, 2023

There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !” Employee Empowerment Employees are the key drivers of customer experience.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ShepHyken

SEPTEMBER 24, 2019

Customer Understanding. The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). How can I create a great employee experience?

Customer Centricity 107

Customer Centricity Employee Experience Communication Employee Engagement 107

PeopleMetrics

OCTOBER 1, 2015

Later Thoughts: The Employee Experience. I've since thought of a few reasons why those employees may have acted the way they did: They were missing Sunday football. They'd had a hard day and a series of stressful customers. The employee experience is a crucial element of the customer experience.

Employee Experience 48

Employee Experience Customer Experience Customer Centricity Culture 48

Feedbackly

JULY 16, 2021

In an era where customer experience is a key determinant in building a firm’s success and boosting growth, businesses are on the constant lookout.

Employee Experience 98

Employee Experience Customer Experience Customers Employee Engagement 98

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. How does the work environment and team morale impact the way customers perceive companies? What can be done to promote a customer-centric culture in the workplace? Here’s what we found: The Business Case for a Great Employee Experience. vXeF55RlC0.

Employee Experience 40

Employee Experience Customer Experience Social Media Employee Engagement 40

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start ….

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. impacted customer outcomes. With this new cadence in place, Darin and his team have also been able to focus on improving employee experience.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

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

Beyond the Arc

APRIL 19, 2019

To transform your organization’s customer experience, the key is to engage your employees. Over the years, the Beyond the Arc team has written extensively about building the kind of customer-centric culture that can help you succeed.

Employee Experience 40

Employee Experience Customer Centricity Culture Tips 40

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

CX Journey

MARCH 12, 2015

The two terms are related, and they’re both elements of customer experience improvement. Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. And so the cycle will continue. Particularly their alignment.)

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 138

Banking Culture Employee Engagement CEM 138

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You must line up the external experience to the internal one.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Zeisler Consulting

JANUARY 25, 2021

Here goes: Good employee engagement is an absolute requirement in order to drive good CX. when a nontrivial number of contributors (all CX pros) to a forum in which I recently participated seemed confused about the difference between Customers and employees.

Culture 93

Culture Airlines Employee Experience Customers 93

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

CX Centric

JULY 27, 2023

About CX Centric Conversations CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Gamification 79

Gamification Contact Center Training Feedback 79

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

ijgolding

SEPTEMBER 7, 2015

More and more organisations are starting to consider how best to measure VOE – Voice of the Employee. Capturing ’employee perception’ and aligning it to ‘customer perception’ is critical in building a robust customer centric measurement system. How the GPI is calculated.

Net Promoter Score 120

Net Promoter Score NPS Measurement Employee Experience 120

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

Michel Falcon Experience

OCTOBER 10, 2014

I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience. If you are going to reserve resources in 2015 to improve your customer experience look at your employee engagement first.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143