One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Because they are key to positive customer experiences. And they fuel customer success and customer retention. Perhaps you should. Here’s why.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

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

ShepHyken

APRIL 11, 2022

Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. LinkedIn Pulse) Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Employee Engagement and Satisfaction Metrics Monitoring employee engagement and satisfaction is vital to understand how AI adoption impacts their work experience.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 103

Contact Center Employee Experience Employee Engagement Training 103

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

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.

Culture 67

Culture Employee Experience Customer Service Training Training 67

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 82

Contact Center Employee Experience Employee Engagement Training 82

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 73

Contact Center Employee Experience Employee Engagement Training 73

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. Discovery work at the beginning of a CCO engagement is key. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ShepHyken

FEBRUARY 7, 2023

However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.

Customer Service Training 122

Customer Service Training Training Employee Experience Company 122

ShepHyken

JUNE 4, 2018

Most of the time, service should be friendly and engaging. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . This short article shows three ways to create a better employee experience that sets the tone for the customer experience. To me, that’s what “delight” is about.

Customer Service 75

Customer Service Airlines CRM Social Media 75

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! Growth happens. Weak signals become strong signals.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

e-support 89

e-support Banking Culture Consulting 89

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Michel Falcon Experience

OCTOBER 10, 2014

hour working in a call centre to charging up to $20,000 per speaking engagement and consult for several recognizable and admired companies. 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.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Smith+co CX

JUNE 20, 2022

In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers. He advised readers to have a clear customer-focused purpose, invest in the employee experience and keep a close eye on the numbers. Retailer of the Year Winner: Richer Sounds.

Brands 36

Brands Retail Culture Leadership 36

Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

APRIL 15, 2019

She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. then it will reflect in your employee’s behavior towards customers.

Culture 114

Culture Customer Service Leadership Airlines 114

Think Customers

DECEMBER 13, 2021

Data is at the core of any customer experience strategy. Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. If you already have a mission and vision, ensure that employees aren’t so tied up in meeting KPIs that they’re blind to long term goals. Culture & Training.

Contact Center 101

Contact Center Entertainment eBook Culture 101

delighted

DECEMBER 14, 2020

A customer experience strategy comprises the plans you put in place to provide positive experiences across each customer touchpoint and the purposeful ways to measure those experiences. Make room for prioritizing the employee experience.

Strategy 62

Strategy Net Promoter Score Customer Experience Effort Score 62

CX Journey

APRIL 21, 2016

Creating a customer-first culture is the top challenge for practitioners, followed by competing priorities , employee engagement , omnichannel experiences , and shifting from a product-focus to a customer-focus. You'll see how the practitioner responses compared to the predictions of vendors and consultants.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

ClearAction

MAY 27, 2013

Alternatively, customer experience optimization seeks to align company-wide thinking and actions with buyer preferences across the entire customer experience spectrum, in order to grow both revenue and profit naturally. 2) Customer-Focused Decisions as a Way of Life. Each of us is a customer ourselves.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

West Monroe

JANUARY 30, 2019

Therefore, it is crucial to stay laser-focused on communicating the transformation value to your key stakeholders during the Enact stage to keep them engaged and on board. This should be a customer-focused, balanced scorecard to help organizations understand the totality of benefits delivered through CX.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Beyond Philosophy

SEPTEMBER 17, 2015

I talk a lot about Customer-centricity of organizations. We use a model called Naïve to Natural that measures how an organization is oriented toward Customers, with the Naïve not having a Customer focus and the Natural having the most Customer focus. This is why training and employee engagement are so key to its success.

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

VDS

JULY 22, 2020

And be sure to capture lessons learned and let this unprecedented time serve as a launching pad to improve your business, policies, and of course, the employee and customer experiences. And, close any necessary gaps in the plan regarding the employee and customer experiences.

Connections 52

Connections How To Contact Center Policies 52

ClearAction

SEPTEMBER 27, 2018

Customer-centered business requires truly customer-centric goals, values and structure — shaped by outside-in thinking infused in processes, policies and motives — and fine-tuned with systematic internal engagement, improvement and innovation of the end-to-end customer experience, and inherent momentum.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74