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

Understanding the Employer Journey — The Employee Engagement Loop


Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? What do I mean by the ‘right employees’?

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.

[Infographic] The complete checklist to drive Employee Engagement


The equation is quite simple: Happy Employees result in Happy Customers. And the renowned customer-centric brands are first and foremost known for taking care of their employees. So, how do you keep employees’ motivation levels high? Employee Experience employee engagemen

Are Your Employees Engaged to Tell You the Truth?


Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees.

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement?

One Thing that All Successful Employee Engagement Strategies Accomplish

CX University

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. Best practices are not sufficient for successful engagement; however, we do find common components that drive engagement initiatives. Employee Surveys.

Employee Experience Monitoring: Common Questions


Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?”

Webinar: New Research Shows Psychological Benefits Impact Employee Engagement

Chadwick Martin Bailey

Over the past few months, we’ve explored the impact of social psychology on employee engagement and how emotions can affect the employee experience. New Research to Elevate and Transform Engagement Efforts Thursday, February 21 | 1:00–2:00 p.m.

The Engaging Power Of Employee Feedback

Experience Matters

Does your organization listen to its employees? employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” ” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations put a high priority on taking action based on Read More. The post The Engaging Power Of Employee Feedback appeared first on Experience Matters.

Employee Engagement Shows on Bottom Line


The Employee Experience Index

Forrester's Customer Insights

employee engagement employee journey employee experience EX EX IndexSix years ago, I noticed a pattern in the inquiry calls I was fielding from clients.

How Customer Demands Impact Warehouse Employee Engagement

West Monroe

While this might be keeping client complaints at bay, it can lead to a situation where warehouse and transportation employees’ needs are placed on the back burner. And while the intent is to make your customers happy, it may end up having an adverse effect on your customer experience as well.

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. So that you have a few of our key tips in one place, we’ve created this overview of employee. Customer Experience Customer-Centric Culture 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

4 Ways to Improve Employee Engagement


You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. It shows employees exactly what they need to know.

Personal relationships are everything when it comes to employee engagement


The results of our 2018 State of Play Employee Engagement study are in and from our research into the experience for 6,000 employees around the world, one thing is clear — personal relationships are one of the key factors that impact the experience.

Employee Experience Monitoring: Common Questions


Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative.

How to keep remote employees engaged


million employees work from home at least half of the week. If you hire remote employees, below are 9 ways you can keep them engaged, happy, and motivated. Since in-person meetings are not an option with remote employees, video conferencing is the perfect solution.

Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance

CX University

Employees want to feel a sense of commitment to their work. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. This chain reaction, from employee to revenue growth, leaves little doubt that engagement is highly desirable.

Employee engagement is so much more than a single metric


How wonderfully simple HR teams’ jobs would be if employee engagement was measured by a single metric. Engagement surveys would take minutes, the reporting would be done the next day and company leaders would easily be able to digest the results.

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 1: Be Authentically Engaged.

Connecting Employee Experience and Customer Experience


Every company wants to improve its customer experience. 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. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys. The relationship between employees and customers. When employees are happy, customers are happy.

Rethinking Employee Engagement

Think Customers

labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0 As we race towards 2016 and the U.S.

Getting Employees to Care: Employee Engagement and Culture


Employees. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? To make it worse, “How do we get employees to care?” creates a division between you and your employees from the start.

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.

4 Ways to Improve Employee Engagement


You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. It shows employees exactly what they need to know.

The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. The second examined the retail experience of 40,000 Customers.

Employee Engagement Shows on Bottom Line


Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase dividends to shareholders. This did not go over well with the employees. The post Employee Engagement Shows on Bottom Line appeared first on Mike Wittenstein. Employee Experience

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Three Important Considerations for Employees When Improving Customer Experience.

Creating Employee Experiences That Drive Customer Delight

CX Journey

Discover the importance of employee engagement and happiness in driving customer delight. But creating a delightful customer experience can be difficult, especially if you’re focusing solely on the customer. And the people who do that are your employees.

Should we get rid of Annual Performance Reviews?

Kristina Evey

employee engagement Employee Experience LeadershipShould we get rid of Annual Performance Reviews? My answer is Yes. Yes, to the traditional method anyway. Let me … Read More Should we get rid of Annual Performance Reviews? The post Should we get rid of Annual Performance Reviews? appeared first on Kristina Evey.

How Any Company Can Increase Employee Engagement to Drive Big Results with Their Customers

Michel Falcon Experience

The post How Any Company Can Increase Employee Engagement to Drive Big Results with Their Customers appeared first on Michel Falcon Customer and Employee Experience Expert *This post originally appeared on*How does your company acquire customers?Sales,

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.

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.) Culture Guest Post Churn Employee Engagement KPI NPS Southwest Airlines Starbucks

The Inextricable Link Between CX & EX

Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

The top employee engagement and human resources conferences for 2019


It’s evolved into the employee experience (EX) where departments create dynamic workforces, contribute to company profits, and rely heavily on data and people analytics. Qualtrics will also be at most of these events showcasing our employee experience management platform.