Experience Matters

JANUARY 7, 2019

How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?! Although the connection between customer experience (CX) and employee experience (EX) may seem obvious to many people, it’s important that we periodically test the linkage.

Employee Engagement 310

Employee Engagement Employee Experience Engagement Survey 310

Experience Matters

DECEMBER 18, 2018

To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. The post 2019 XM Trends From Qualtrics Thought Leaders appeared first on Customer Experience Matters®.

Trends 260

Trends Exercises Employee Experience Course 260

Clicktools

MAY 19, 2017

But, as the AppExchange continues to grow and grow, it’s the capabilities that companies can integrate into CRM that are exploding old notions of good customer and employee experience. These days, delivering a superior customer experience means knowing your customers better than ever before.

CRM 45

CRM Customer Connectedness Employee Engagement Social Media 45

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Employee Engagement : Align employees with the goals of the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

GetFeedback

MAY 9, 2019

Customer-centric culture: Your company’s brand values must align with putting the customer’s needs first and fostering customer sympathy. And your programs and processes should reinforce customer connectedness. Employee experience: Happy employees cultivate happy customers.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337