This site uses cookies to improve your experience. By viewing our content, you are accepting the use of cookies. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country we will assume you are from the United States. View our privacy policy and terms of use.
Customers Employee Engagement Engagement Workshop 
SurveySensum
AUGUST 25, 2023
What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers.
InMoment XI
APRIL 18, 2022
Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work? More and more, we are finding that employee commitment represents a more progressive and actionable EX construct. So, where is employee experience headed?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
Experience Matters
JANUARY 9, 2017
Filed under: Customer experience.
Experience Matters
JANUARY 9, 2017
Filed under: Customer experience.
Experience Matters
APRIL 4, 2016
Filed under: Customer experience.
Experience Investigators by 360Connext
DECEMBER 15, 2023
Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.
304 
Experience Investigators by 360Connext
APRIL 23, 2024
The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.
260 
Michel Falcon Experience
MARCH 26, 2019
Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. Introduce them to customer personality types and how to manage behaviors, plus much, much more. ” – Dr. .” ” – Dr.
Heart of the Customer
NOVEMBER 14, 2018
This confusion is fueled by vendors who offer “journey mapping workshops.” ” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.
Feedbackly
APRIL 18, 2024
An excellent customer experience is often a result of excellent employee experience. After all, it’s not easy to keep your customers happy without the contribution of your employees. Companies blossom when they make their employees feel appreciated. What Is Employee Experience?
Michel Falcon Experience
JANUARY 16, 2020
Delivering an excellent product is only HALF of the customer experience. Check out the first installment of my 4 part series that explores the best practices of “The 4 Generations of Customer Service.” ” This is something I’m going to be sharing within my keynotes and workshops in 2020!
CloudCherry
SEPTEMBER 9, 2019
And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. Customer Experience, I believe, starts with a combination of customer understanding (What are our customers telling us?
Calabrio
JUNE 29, 2020
This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.
264 
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. When engaging with and serving customers?
63 
Experience Investigators by 360Connext
NOVEMBER 12, 2014
The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. And it’s a great way to help customers identify with your products and experience. These customers had, after all, self identified as adventure seekers.
259 
Strativity
JANUARY 22, 2020
We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop.
40 
Qualtrics
DECEMBER 6, 2018
Leading brands will share the experience management programs they’ve built to delight customers and employees. HCI Employee Engagement Conference. Who should go: HR leaders who focus on employee engagement and retention. The Conference Board Employee Engagement and Experience Summit.
InteractionMetrics
MAY 16, 2024
Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Do we have friction points that frustrate our customers?
Experience Investigators by 360Connext
JUNE 23, 2020
What Does Employee and Customer Empathy Really Mean, Anyway? How about customer empathy? Employee empathy? We know that the best brands in the world create empathy for both employees and customers. Think about your best experiences as a customer. Think about your best experiences as a customer.
214 
SurveySparrow
NOVEMBER 28, 2019
Customer Experience conferences are always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Here are the much-awaited customer experience conferences of 2020.
96 
delighted
OCTOBER 17, 2023
An employee survey is a tool used to measure employee attitudes, beliefs, and feelings. The importance of employee surveys Employee surveys are one of the most effective ways to understand how employees think, act, and feel in your organization. Check out our guide to employee satisfaction survey questions.
78 
Up Your Service
SEPTEMBER 6, 2018
We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist. Why is leadership engagement important? A strong and successful service culture demands the power of a senior leadership team that is fully engaged. Leadership Engagement Activity Checklist.
53 
Michel Falcon Experience
JANUARY 16, 2020
I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy! And, guess what?!
CX Centric
APRIL 4, 2023
At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity. This research was based on the Customer Centricity Maturity Model (CCMM). Please check out the link and register interest.
SurveySensum
FEBRUARY 27, 2024
In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.
52 One Millimeter Mindset
OCTOBER 18, 2018
Why do initiatives on retaining customers still feel like a bunch of isolated actions? All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear.
Michelli Experience
MAY 18, 2016
In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996).
Totango
DECEMBER 23, 2021
In a recent poll, we asked customer success professionals to rank their top year-end challenge. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. When employees are burned out, they are less motivated to perform and more likely to leave. Low Morale.
100 
Calabrio
MAY 10, 2019
As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.
100 Up Your Service
MARCH 11, 2019
A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Obviously, one should avoid criminal and basic service, because these degrade the company’s reputation and drive customers away.
Experience Investigators by 360Connext
MAY 20, 2015
What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand. YOU DON’T. You can’t.
Storyminers
JULY 28, 2018
When customers think about your brand, they should think about their overall experience with your company as a whole. If your brand image and the actual experience the customer has aren’t aligned, then customers may walk away with a negative impression of you. Make Sure Employees Are Engaged. There are about 2.1
113 
Customers That Stick
OCTOBER 2, 2014
Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it?
Experience Investigators by 360Connext
NOVEMBER 26, 2019
Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff!
208 
Customer Guru
AUGUST 8, 2018
Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience. Adam Ramshaw Follow @Genroe.
SurveySparrow
NOVEMBER 28, 2019
A Customer Experience conference is always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Here are the much-awaited customer experience conferences of 2020.
52 
Up Your Service
MAY 21, 2018
Service Excellence Workshops: Energy, engagement, and feedback from people who learn how to apply the service excellence principles and tools. New Ideas and Actions: The number of new service ideas created, and new actions implemented using the service excellence workshop tools.
55 Customer Guru
AUGUST 21, 2018
Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.
Experience Investigators by 360Connext
MAY 19, 2015
Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. That’s why customer journey mapping is such an inviting idea. That’s why customer journey mapping is such an inviting idea.
Experience Investigators by 360Connext
MARCH 24, 2015
I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Kevin Gibson, Humana #ngce.
Experience Investigators by 360Connext
NOVEMBER 3, 2020
What is Employee Journey Mapping? 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.
Strativity
NOVEMBER 21, 2019
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.
Up Your Service
MARCH 11, 2019
A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Employees learned The Six Levels of Service: Criminal, Basic, Expected, Desired, Surprising and Unbelievable.
ShepHyken
APRIL 25, 2023
One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. So, I encourage you to adopt and embrace the “act like an owner” mindset inside your organization. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.
104
Expert insights. Personalized for you.
Are you sure you want to cancel your subscriptions?
Let's personalize your content