eglobalis

MAY 31, 2023

Why employee experience is the missing link in Europe's CX plans The post Why employee experience is the missing link in Europe’s CX plans appeared first on Eglobalis.

Employee Experience 148

Employee Experience Customer relationships Innovation Technology 148

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. They are your true north.”

Employee Experience 88

Employee Experience Net Promoter Score NPS Retail 88

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

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. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

JANUARY 18, 2022

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. About the 2022 Experience Trends Report.

Trends 493

Trends Measurement Customer Experience Entertainment 493

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. There must also be a process behind delivering an amazing customer experience. Adoption means loyalty. Make it easy for your customers to adopt your products and services.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Customer Bliss

NOVEMBER 23, 2018

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.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. Very often, either directly or indirectly, they are at the intersection of customer/vendor experience.

Company 529

Company B2C Employee Experience Culture 529

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.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Beyond Philosophy

MARCH 23, 2023

I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. Heskett, Earl Sasser, Jr.,

Employee Experience 78

Employee Experience Comparison Leadership Culture 78

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. It is about putting yourself in the customer’s “shoes” and their state, thoughts, and feelings.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

InMoment XI

MARCH 16, 2022

Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. Capitalizing on CX Trends Across the Globe.

Trends 493

Trends Social Media Comparison Loyalty 493

InMoment XI

JANUARY 25, 2022

Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux. Element 2: Customer-Focused Processes. Improving workplace culture and refining customer processes are involved and difficult tasks.

Employee Engagement 529

Employee Engagement Engagement Culture Employee Experience 529

InMoment XI

MARCH 14, 2023

That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Customercount

OCTOBER 26, 2020

The external customer experience (CX) + internal employee experience (EX) equals a winning solution. The post EX: where external + internal customer loyalty pays appeared first on CustomerCount. It sounds like something you would learn on your first day of business school.

Loyalty 76

Loyalty Employee Experience Customers Customer Experience 76

Zeisler Consulting

APRIL 27, 2021

Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves. Many an article has been written since the beginning of the saga emphasizing how important Customer loyalty and care are to the ‘new normal.’

Employee Experience 93

Employee Experience Consulting Leadership Meeting 93

InMoment XI

JUNE 17, 2019

Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry.

Trends 200

Trends Customer Experience Employee Experience Loyalty 200

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason!

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. In their 2009 meta-analysis presented by Gallup, Harter et al.

Employee Engagement 136

Employee Engagement Engagement Strategy Effort Score 136

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

SurveySparrow

OCTOBER 2, 2020

If you are running a business, you already know the importance of employee experience. Of Course, your customers are also essential, but who keeps those customers happy and satisfied? Your employee, right? Therefore, you should invest time in satisfying your employee and engage them more into the organization.

Employee Experience 59

Employee Experience Survey Customer Journeys Employee Engagement 59

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. So, what does it mean to be a customer-centric leader?

Customer Centricity 64

Customer Centricity Leadership Customer Journeys Touchpoint 64

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason!

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. The goal is to enhance the customer experience, streamline operations, and achieve cost savings. What is Contact Center Optimization?

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 305

Customer Experience Banking Customer Retention Customer Satisfaction 305

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 200

Financial Trends Self Service Customer Experience 200

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience.

Customer Satisfaction 133

Customer Satisfaction Retail Feedback Healthcare 133

InMoment XI

DECEMBER 16, 2021

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.

Company 260

Company Communication Culture Employee Experience 260

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Tips Automotive 260

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. For example, an employee may speak a foreign language.

Insurance 148

Insurance Employee Experience Culture Customer Service Training 148

PK

SEPTEMBER 28, 2020

Employee experience has been upended by COVID. At the start of the pandemic, organizations were forced to fast-track flexible work arrangements, and many made rapid adjustments to employee experience for […]. The post Employee experience during COVID: Unlocking better engagement appeared first on PK.

Employee Experience 52

Employee Experience Engagement Employee Engagement Loyalty 52

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 70

Customer Service Hospitality e-support eBook 70