Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

SurveyGizmo

FEBRUARY 12, 2020

The Competitive Advantage of Engaged Employees. More and more companies are recognizing the human and business benefits of prioritizing employee engagement. Employee engagement is more important than ever before. According to a report from The Engagement Institute, disengaged employees cost U.S.

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

SurveySensum

FEBRUARY 22, 2024

What’s more – Gallup’s “State of the Global Workplace Report” says, that organizations with highly engaged employees experience 21% higher profitability. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!) What is an Employee Experience Strategy?

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

SurveySparrow

NOVEMBER 21, 2020

But organizations often overlooked the value of their employees. A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees.

Employee Experience 59

Employee Experience Employee Engagement Survey Customer Journeys 59

InMoment XI

JUNE 5, 2024

We also support extended use cases such as: Employee Experience (EX) Analytics Our tools help businesses understand and improve employee engagement, onboarding processes, and workplace satisfaction. Extended Use Cases InMoment’s platform is not limited to traditional CX analytics.

Analytics 260

Analytics Effort Score Social Media Innovation 260

Innovative CX

MAY 7, 2024

There’s been plenty written about how to improve your customer experience. And of course, there’s equally as much written on the employee experience as well. Recognizing how important the linkage between these two is imperative to improving both experiences. The Colleague Experience differs from these two.

Engagement 52

Engagement Effort Score Metrics Customer Service Representative 52

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

CX Journey

APRIL 19, 2016

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.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

CX Journey

MARCH 7, 2018

There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. So, each is party to employee engagement.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Michel Falcon Experience

FEBRUARY 20, 2020

In this episode, I sit down with VP of Salesforce Sales Nick DiNardo. Here’s What You’ll Learn: How to Increase Employee Engagement Amongst Remote Teams Customer Experience and On-Boarding New Clients How To Balance Sales and Customer Experience. DON’T FORGET!

Sales 78

Sales How To Customer Experience Employee Engagement 78

SurveySparrow

NOVEMBER 24, 2020

Most leaders know by now that improving employee experience is really, really important. Organizations are often on the back foot about employee engagement and tend to ignore it while pursuing more short-term goals. We’ll soon walk you through 15 reasons why you need to prioritize improving employee experience. .

Employee Experience 52

Employee Experience Employee Engagement Survey Financial 52

SurveySparrow

DECEMBER 5, 2020

Whenever employee engagement is talked about, it’s put in terms of a responsibility businesses have to fulfil. Taking care of your employees is, after all, a good thing. But what if we told you there was a strong business case for improving your employee experience journey? times faster revenue growth. .

Employee Experience 52

Employee Experience Employee Engagement Survey Culture 52

Michel Falcon Experience

JANUARY 10, 2016

Sales, marketing, and business development teams are provided with the internal resources needed to succeed. 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.

Employee Engagement 60

Employee Engagement Engagement Company Advertising 60

CX Journey

MARCH 17, 2016

Discover the importance of employee engagement and happiness in driving customer delight. Thus, technically, to build a customer-oriented business that is fully engaged in creating a delightful experience for your customers, you need to put your employees first. And it’s not just studies that prove this connection.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Connect the employee experience to the customer experience in big ways.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. How do they do it?

Management 115

Management Employee Engagement Culture Leadership 115

LiveChat

OCTOBER 27, 2016

Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising. Your employees are your front line.

Employee Engagement 28

Employee Engagement Engagement Customer Journeys Employee Experience 28

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. With his wealth of knowledge and experience, Chris answered some engaging questions from the audience that I have recapped below.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. And when they are so engaged, they experience “Flow.”

Strategy 52

Strategy Financial Leadership Apparel 52

inmoment

SEPTEMBER 10, 2019

The data shows a positive link between employee experience (EX) and a great customer experience, in addition to significant financial gains like increased sales and the ability to maximize business performance. Employees who feel engaged and valued will often remain loyal, productive members of their company.

Employee Experience 40

Employee Experience Measurement Customer Experience Net Promoter Score 40

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle. And don’t forget about the employee lifecycle too.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is the head of Customer Experience at Courts Malaysia SDN BHD.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

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.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

CloudCherry

FEBRUARY 24, 2018

Invest in a Voice of Employee program so that you can start collecting employee feedback regularly. While creating an effective employee engagement strategy, brands must ensure that the program sticks to prime focus always. Be PATIENT with your employees. Here’s some expert advice on getting started.

Employee Engagement 191

Employee Engagement Culture Policies Training 191

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

InMoment XI

JULY 20, 2022

Corporate and brand image is a key, though less studied, element of perceived stakeholder value and overall experience. Research has demonstrated, for example, the strong correlation of brand and product reputation through online reviews and resultant sales. On the employee side, this impacts recruitment and retention.

Brands 493

Brands B2C B2B Financial 493

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. Act on employee feedback.

Employee Experience 34

Employee Experience Company Customer Journeys Employee Engagement 34

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Get closer to your employees. Several speakers spoke about the importance of employee engagement and employee experience. Fail fast and forward.

Retail 189

Retail Conference Employee Engagement ROI 189

Qualtrics

JULY 31, 2019

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

Qualtrics

FEBRUARY 4, 2021

It connects us with colleagues and customers, increases productivity and helps employees deliver their best work. IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Find out more about employee experience for IT. Here's how. What do we already have?

Employee Experience 26

Employee Experience Abandon Rate Return on Investment Technology 26

Alida

JUNE 1, 2017

The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience. With industry sales softening, now is a critical time to listen and implement key takeaways. Mike Dieterle – Vice President, Sales. When: June 21, 9:15 am – 10 am. Scott Miller – CEO.

Automotive 157

Automotive Conference Retail Employee Engagement 157

Lumoa

APRIL 28, 2024

Sales through Word-of-mouth Marketing : People are 90% more likely to trust and buy from a brand recommended by a friend. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. times more likely to stick with a brand when their problems are solved quickly.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

Qualtrics

APRIL 26, 2021

Rather, they should become a permanent weekly or bi-weekly engagement in a leader’s calendar. First and foremost, there is still a lot of change ahead as people redesign their employee experience for the new expectations, behaviours, and preferences people have around the way they work. This is for two reasons.

Employee Experience 26

Employee Experience Customer Experience Video Meeting 26