GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level.

Survey 273

Survey How To Net Promoter Score Effort Score 273

CX Journey

MAY 15, 2019

Let employees know what is changing, why it's changing, how it will impact them and what they do (differently) on a daily basis, and how they will be involved. It's important that executives lead by example and model the change that they wish to see from their employees; if they don't live the change, why should employees?!

Sports 150

Sports Leadership Customer Centricity Culture 150

BlueOcean

MAY 29, 2019

Here are a few considerations: Culture fit. A shared culture is key – that’s probably one of the biggest reasons you’re choosing not to offshore your project. An organization that is culturally aligned with your own is one that shares similar values, commitment to their employees, and vision for the future.

Contact Center 185

Contact Center Culture Comparison Exercises 185

ShepHyken

MAY 7, 2019

Culture Your Culture. Making Customers the Focus of Your Company and its Culture. They discuss her company, Design for Work Experience; her book, Culture Your Culture ; and the most effective work cultures for customer service. Culture must be intentional and relevant to its intended context.

Culture 109

Culture Employee Experience Innovation Customer Experience 109

CX Accelerator

MAY 28, 2019

While many factors are outside of our control, there are plenty of essential aspects of the work experience that we do hold sway over. Gallup also proclaims the power of strong peer-to-peer relationships when it comes to employee loyalty. So how does one develop a team culture such as this? This is wonderful and important.

Culture 140

Culture Contact Center Customer Journeys Groups 140

ShepHyken

MAY 28, 2019

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. This effort can include both time and money and affects both customers and employees.

Culture 127

Culture Loyalty Consulting Employee Experience 127

CX Journey

MAY 15, 2019

Let employees know what is changing, why it's changing, how it will impact them and what they do (differently) on a daily basis, and how they will be involved. Involve employees in the change process rather than forcing change on them. Involve employees in the change process rather than forcing change on them. Talk is cheap.

Sports 86

Sports Leadership Customer Centricity Culture 86

SurveySparrow

MAY 21, 2019

Some businesses know that they have happy employees who adore their jobs. Some other companies find (to their dismay) that most of their employees barely tolerate working for them. Worst of all, many employers just do not know how their employees feel about them even. Culture Amp. And hence, the matter of right tools.

Employee Engagement 75

Employee Engagement Software Engagement Culture 75

Talkdesk

MAY 6, 2019

It stands to reason that happier employees create better customer experiences, right? Recent research shows that organizations with highly engaged employees outperform those with low employee engagement by over 200%. What do employees want in order to feel engaged and excited about their work?

Employee Engagement 84

Employee Engagement Tips Engagement Contact Center 84

Myra Golden

MAY 6, 2019

Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.” The Empowerment Climate In My Call Center Changed.

Customer Service 85

Customer Service Call Center Consulting Policies 85

ProProfs Chat

MAY 30, 2019

Create a Customer-Centric Culture. Creating a culture of customer success should be a core building block of your business. Look for Better Employee Engagement. Customer success is also reliant on good employee engagement. Around 90% of leaders believe that an employee engagement strategy affects business success.

Customer Success 73

Customer Success Customer Journeys Employee Engagement Culture 73

Strativity

MAY 29, 2019

Strativity was among the select companies qualified by Forrester Research to participate in its latest Forrester Wave evaluation, The Forrester Wave : CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019. That’s what creates fast and sustainable results.”. Want to learn more? Download the full report.

Strategy 75

Strategy Consulting Groups Report 75

Talkdesk

MAY 20, 2019

New technology, five generations in the workforce and an emphasis on providing the best possible customer and employee experiences make for some unique challenges and triumphs in the contact center sphere. Here are a few other points I took away from the experiences I had at this year’s ICMI Contact Center Expo.

Contact Center 44

Contact Center Conference Culture Airlines 44

North Highland

MAY 22, 2019

So how can you effectively identify deeply rooted employee motivations, galvanize the masses, and turn individuals into a high-functioning team? The philosophy that better employee engagement leads to drives lasting business outcomes was amplified by Harvard Business Review in the 1990s.

Employee Engagement 68

Employee Engagement Culture Innovation Engagement 68

Qualtrics

MAY 21, 2019

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience’. After that, employees can decide when, where, and how to have this experience.

Management 37

Management Culture Employee Experience Study 37

CX Centric

MAY 28, 2019

During our October addition of CX Centric Conversation, we explored how co-creating the employee experience could be used to drive business growth. Driving Growth through Employee Experience Management. employees and customers) joined together in order to jointly produce a mutually valued outcome(e.g.

Employee Experience 40

Employee Experience Chief Customer Officer Culture Innovation 40

TeamSupport

MAY 3, 2019

Keep in mind that seeing a lot of negative customer service ratings can also provide social proof for a current customer wondering if their bad experiences are common for your business, which can in turn lead to an increase in customer churn. Simply put, many employees want to work for companies that do well and look good online.

Customer Service 96

Customer Service Feedback Customer Centricity Customers 96

SMG CX

MAY 28, 2019

Employee engagement and the customer experience aren’t mutually exclusive. That’s why it’s so important to measure feedback from both and combine that data for holistic insights on your entire service culture.

Employee Engagement 40

Employee Engagement Engagement Connections Culture 40

Strativity

MAY 23, 2019

The world’s premier customer experience (CX) and culture design consultancy, Strativity Group, LLC., HACKENSACK, NEW JERSEY, May 23, 2019 – Strativity, a global leader in experience and culture design, announces the release of SSO services for Touchpoint Dashboard®, their journey mapping and management platform.

Customer Journeys 40

Customer Journeys Touchpoint Customer Centricity Culture 40

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Get employee feedback. Lead with compassion.

Employee Engagement 60

Employee Engagement Trends Engagement Company 60

Forrester's Customer Insights

MAY 9, 2019

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.

Employee Experience 47

Employee Experience Retail Brands Customer Centricity 47

Qualtrics

MAY 6, 2019

My why is culture. Once I graduated college I knew I wanted to get out of Florida to experience new things and meet new people. But what really drew me in was the culture. Working for a company that truly embraces its employees has been such a breath of fresh air.

Sales 37

Sales Culture Meeting Company 37

Forrester's Customer Insights

MAY 10, 2019

It’s an exciting time to join Forrester as CX culture analyst. My colleagues are thought leaders at the forefront of customer experience (CX), as well as employee experience (EX). As we build the case that great EX leads to better CX, we also want to arm you with the right tools to lead change within […].

Strategy 44

Strategy Employee Experience Culture Tools 44

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Liberate yourself from toxic professional stories.

Leadership 70

Leadership Conference Innovation Culture 70

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019. Sure, it sounds simple. And obvious.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. We don’t like it when things aren’t easy in a Customer Experience. We discussed friction’s effect on Customer Experience in a recent podcast. By changing the opening experience, Amazon changed people’s perception of the product itself.

How To 79

How To Transportation Retail Ecommerce 79

North Highland

MAY 3, 2019

To effectively meet your goals and objectives, the program must be closely tied to your organization’s culture and strategy, in a way that your learners can apply to their work. The culture and strategy of the organization must be closely aligned with every aspect of the program, whether created internally or externally.

Leadership 61

Leadership Case Study Culture Innovation 61

Qualtrics

MAY 15, 2019

In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho , PhD, Director of Organization Development Research at Rogers Communications about: How his team uses “experience” and “operational” data to tackle employee engagement, performance, & turnover.

Innovation 39

Innovation Communication Employee Experience Competitive Advantage 39

Innovative CX

MAY 10, 2019

Possibly because we were required to in school, we were traveling to a foreign country or we simply wanted to expand our knowledge of other countries and cultures. What does learning a new language have to do with customer experience? Engage employees in addressing what is and isn’t working. Don’t boil the ocean.

Customer Experience 40

Customer Experience Culture Travel Touchpoint 40

North Highland

MAY 24, 2019

The majority of digital transformations are focused on improving the mobile experience, moving toward more self-serve, and reducing call center support and costs. Business leaders need to learn the habitual things employees do and incorporate that in the documented process. Note: Just because it can , does not mean it should.

Culture 53

Culture Call Center Data Consulting 53

Qualtrics

MAY 21, 2019

Companies today can’t get by with just offering basic benefits like PTO and health insurance, they must go above and beyond and provide employees with an exemplary experience in the workplace. The employee experience is the sum of all the interactions your employees have with your company.

Employee Experience 34

Employee Experience Company Customer Journeys Employee Engagement 34