Employee Experience – Good for Employees, Good for Business

IntouchInsight

Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance

Talking Employee Experience and XM With Ben Granger

Experience Matters

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). Customer experience EX - Employee Experience

Improve Employee Experience to Improve Customer Experience

360Connext

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. What are we asking of employees… and what kind of employee experience are we creating?

Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights

Kristina Evey

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership Podcasting

Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.

Building Culture and Customer and Employee Experience at The YMCA

Customer Bliss

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. All of the things to help maximize the experience.

Implement These 5 Tactics to Improve Employee Experience

Customer Bliss

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. Tactic 4: Listen to Your Employees.

Connecting Employee Experience and Customer Experience

GetFeedback

Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. The relationship between employees and customers. Employee happiness matters to customers.

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

Customer Bliss

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. One who leads with a vision and principles that can transform both employee and customer experience?

Employee Experience Comes First

CX Journey

Image courtesy of Worthix There should be no doubt: companies must recognize that employees come first. I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast.

CXO Transforms Parkland Hospital Customer Experience Through Employee Experience

Customer Bliss

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

How do you take insights from customers and drive better decision making and better product delivery? Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.

Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods

Customer Bliss

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role.

Focus On Employee Engagement, Not Employee Experience

Experience Matters

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

Does Your Employee Experience Create Happy Warriors?

Forrester's Customer Insights

Last month, my colleague Dave Johnson and I published a report that shared a better way for companies to measure the quality of their employee experience. age of the customer customer and employee experience Employee Engagement employee experience employee experience index

12 Es Impacting Employee Experience

CX Journey

Image courtesy of Leo Reynolds A lot of elements comprise the employee experience. Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. First and foremost, let me define employee experience.

The Employee Experience - Customer Experience Connection

CX Journey

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy.

CX and EX (Customer Experience and Employee Experience)

ShepHyken

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. So, the new question isn’t about customers.

CX + EX (Employee Experience) = Great Experiences

Heart of the Customer

Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience.

Supercharge Your Employee Experience With Video

Forrester's Customer Insights

Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. age of the customer employee experience enterprise video EX Nick Barber sam stern tech video

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Creating Employee Experiences That Drive Customer Delight

CX Journey

Discover the importance of employee engagement and happiness in driving customer delight. Achieving customer delight is paramount to the success of a business. Customer satisfaction is no longer enough – at least for businesses that want to thrive instead of just survive.

What customer feedback can reveal about employee experience gaps

Qualtrics

Monitoring customer feedback can be immensely valuable to organizations, especially those that invest in the capabilities and processes to analyze and respond to that feedback. A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

What is the Employee Experience of not being Entirely Incorrect?

One Millimeter Mindset

What happens to employee experience when they are not entirely incorrect? When employees propose solutions, modifications to processes or requests for increased budgets? Is there stakeholder pushback or are employees encouraged to be more curious and inquisitive?

The Business Case for a Great Employee Experience

CX Journey

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Focus on your employee experience to deliver the best CX

Beyond the Arc

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.

To Improve Customer Success, Improve Employee Experience

Andrew Mcfarland

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success. Culture Guest Post Churn Employee Engagement KPI NPS Southwest Airlines Starbucks

5 Factors to Successfully Measure Employee Experience in Your Organization

inmoment

Employee experience (EX) is quickly becoming a mainstay metric for businesses. Much like customer experience, EX is a critical factor for success with its ability to identify and drive impactful change within organizations. Because employees are the most prevalent factor in making–or breaking–memorable, positive experiences for customers. . 5 Elements for Employee Experience Measurement.

How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience

Customer Bliss

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. Turns out, the employee came first.” Fight High Turnover by Investing in Employees.

Why Measuring Employee Experience Builds a Better Customer Experience

inmoment

Customer experience (CX) is often driven by one seemingly universal edict: The customer is always right. But forward-thinking companies are gathering data about what actually pleases customers—and it turns out employees’ own happiness is an integral factor. InMoment’s own CX Trends research found employees are the single largest factor in making or breaking the customer experience. 5: Orientation Toward the Customer.

Virgin Shows Links Between Employee Experience and Customer Experience

Beyond Philosophy

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. Valuing Employees is the Foundation for Employee Ambassadorship.

Future Of Retail: How Brands Will Address Employee Experience In 2019

Forrester's Customer Insights

Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. I interviewed Sam Stern, principal analyst, part of Forrester’s employee experience (EX) team, and also an expert on customer-centric culture.

7 employee retention strategies from employee experience visionaries

Qualtrics

And, the companies that get that have the best products, best services and best customer experiences in the world. If employees are your source of innovation, it’s important to retain them. Culture is built on a strong mission, vision, and values that employees have bought into.

How to Measure Employee Experience — and Improve Customer Experience, Too

inmoment

Over the past decade it’s become clear that customer experience (CX) and employee experience (EX) are tightly intertwined. No wonder an IBM Smarter Workforce Institute report found companies in the top quartile for employee experience see triple the return on assets (ROA) of those in the bottom quartile: Energetic, engaged workers simply serve customers better, whether they’re fielding questions in a call center or writing computer code.

What HR Wishes WFM Knew About Call Center Employee Experience

BlueOcean

That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. That’s a big task and nowhere in their mandate is the requirement to make it a good experience for the agent. Achieving Optimal Call Center Employee Experience.

Improving Employee Experience with Better Results

Beyond Philosophy

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well. that Google hopes their employees want to improve for the sake of contributing more to the company, and not just to make more money.

A Trip to Staples: Why Employee Experience Matters to Customers

PeopleMetrics

A Snapshot of My Customer Experience. I walked up to a locked front door, just as a teenage employee was letting some customers out. Later Thoughts: The Employee Experience. They'd had a hard day and a series of stressful customers.

Predictions 2019: Employee Experience Moves To Center Stage

Forrester's Customer Insights

Companies and executives are paying attention to employee experience as never before. Chief among them is the historically low unemployment rate, which gives employees options that they are taking advantage of. Employees are quitting their jobs at the fastest rate since 2001.[i]