Experience Matters

APRIL 4, 2016

Filed under: Customer experience.

Employee Engagement 120

Employee Engagement Engagement Customer Experience Customers 120

Strativity

JANUARY 22, 2020

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop.

Exercises 40

Exercises Innovation eBook Strategy 40

Qualtrics

FEBRUARY 14, 2019

Before the Industrial Revolution, it was common for men and women to work from home or have hybrid work-homes such as street-facing shops or workshops. Employee pulse surveys are a great way to stay in touch with your remote employees. Learn how to keep a pulse on remote employees. EMPLOYEE PULSE EBOOK.

Employee Engagement 32

Employee Engagement Engagement How To eBook 32

Calabrio

JUNE 29, 2020

This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.

e-support 264

e-support Culture Innovation Employee Engagement 264

Michel Falcon Experience

JANUARY 16, 2020

” This is something I’m going to be sharing within my keynotes and workshops in 2020! Are you interested in improving your company culture, employee engagement, and customer experience? If so, my online course, Team Operating System , may be your solution.

Customer Service 78

Customer Service Employee Engagement Course Culture 78

Experience Investigators by 360Connext

DECEMBER 15, 2023

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers, and to your employees! Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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. We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Qualtrics

DECEMBER 6, 2018

HCI Employee Engagement Conference. Who should go: HR leaders who focus on employee engagement and retention. This includes the CHRO, director, or VP of employee engagement, HR, or talent management. The Conference Board Employee Engagement and Experience Summit. Date: July 29-31, 2019.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

CloudCherry

SEPTEMBER 9, 2019

True customer focus isn’t a strategy—it’s a way of being.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

delighted

OCTOBER 17, 2023

The importance of employee surveys Employee surveys are one of the most effective ways to understand how employees think, act, and feel in your organization. Sending employee surveys is also essential to: Improving business growth. Check out our guide to employee satisfaction survey questions.

Survey 79

Survey Tips How To Net Promoter Score 79

Up Your Service

MARCH 11, 2019

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Customer service went up, employee engagement went up, and company revenue went way up!

Entertainment 85

Entertainment Social Media Employee Engagement Innovation 85

CSM Magazine

MAY 7, 2024

Small groups can engage in online escape rooms or virtual games, promoting camaraderie and synchrony in pursuit of a common goal. For large organizations, coordinated virtual workshops can offer simultaneous engagement, aligning dispersed employees with the company’s vision.

Exercises 52

Exercises Engagement Culture Groups 52

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. You can attend sessions and workshops where you will learn more about the importance of machine learning and AI in CX. Where: New York City, United States.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

Michel Falcon Experience

JANUARY 16, 2020

Do you have plans to host a customer journey mapping workshop this year? The video highlights what customer journey mapping is, it’s value and shares highlights from a workshop I hosted for a dental practice outside of Toronto, Canada. Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Michelli Experience

MAY 18, 2016

We are all seemingly looking to connect with and retain millennial employees, co-workers, and customers. Recently Gallup conducted an exhaustive study of Millennials – the results of which can be purchased or you can attend a regional workshop discussing the findings. 21% of Millennials say they have changed jobs in the past year.

Competitive Advantage 113

Competitive Advantage How To Employee Engagement Study 113

Storyminers

JULY 28, 2018

Make Sure Employees Are Engaged. When you think of branding, your immediate thought might not go to your employees, but employee engagement gathers everyone on the same page and makes sure the customer experience is the absolute best it can be. Here are 10 key ways to accomplish brand and UX alignment: 1.

Brands 113

Brands Social Media Employee Engagement Consumers 113

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

CX Centric

APRIL 4, 2023

Closing the loop is very important, especially for employee engagement. Those employees who don't feel like they're listened to, they're often the first to leave. We normally do this through workshops and we also analyze your technology stacks to find out ways of reducing cost.

Customer Centricity 52

Customer Centricity Technology Report Feedback 52

Up Your Service

MAY 21, 2018

Service Excellence Workshops: Energy, engagement, and feedback from people who learn how to apply the service excellence principles and tools. New Ideas and Actions: The number of new service ideas created, and new actions implemented using the service excellence workshop tools.

Culture 55

Culture Measurement Effort Score Employee Engagement 55

Experience Investigators by 360Connext

NOVEMBER 12, 2014

When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. Not everything has to hit the mark exactly, but if the experience you deliver to customers is lacking any identity, you might as well pack it up. They were confident in telling me what they weren’t.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” After a list is tallied, an interesting observation can be made.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

ShepHyken

APRIL 25, 2023

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Insurance 103

Insurance Customer Service Training Meeting Leadership 103

Up Your Service

MARCH 11, 2019

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Customer service went up, employee engagement went up, and company revenue went way up!

Entertainment 45

Entertainment Social Media Employee Engagement Innovation 45

Experience Investigators by 360Connext

JUNE 23, 2020

7 Ways to Turn Customer and Employee Empathy into Action. An organization I worked with had “active listening” as a desired competency for employees. This meant that when employees engaged with one another, they were empowered to positively reinforce active listening behaviors. To… Click To Tweet.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Heart of the Customer

SEPTEMBER 19, 2016

In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. Justin began by asking attendees the most important metric they tracked. Think about it […].

Contact Center 120

Contact Center Metrics Customer Journeys Conference 120

One Millimeter Mindset

OCTOBER 18, 2018

In their customer retention rates and employee engagement and experience. Hire me to speak or conduct a workshop at your next corporate or association event. And enlightened individuals, teams, organizations and associations are finding that moving another millimeter forward makes all the difference. How about you? Contact me.

Customer Retention 118

Customer Retention Resources Touchpoint Customers 118

Gainsight

DECEMBER 7, 2022

As a company, TD has encouraged employees to hold 20-to-25-minute meetings vs. 30-minute time blocks, and “We practice well-being by taking screen breaks or walking meetings,” Hu says.

Meeting 52

Meeting Video Guidelines Banking 52

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. You can attend sessions and workshops where you will learn more about the importance of machine learning and AI in CX. Where: New York City, United States.

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

Calabrio

MAY 10, 2019

This is a great one to pair with a later session, Workshop: Creating a Customer Experience Strategy, where Michael Chiu will join Ed Thompson, Distinguished VP Analyst at Gartner, to facilitate exercises to help you develop a customer experience strategy at your company.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Experience Investigators by 360Connext

JULY 21, 2016

We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […]. The post Touchpoint Mapping: Discovery, Enlightenment, and A-HA!

Touchpoint 110

Touchpoint Customer Journeys Consulting Customer Experience 110

Experience Investigators by 360Connext

MAY 20, 2015

Keynotes, Coaching and Executive Workshops. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. The best leaders are part of the best teams. They understand the idea of “Sharpening the Saw” and are willing to invest in it.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Strativity

NOVEMBER 21, 2019

Your co-creation workshop should include your Current State Customer Journey (stages and touchpoints) and your data / insights regarding customers’ moments of truth and pain points. . Additionally, if you’re planning to ask your team to bring differentiated experiences to life by changing what they do and how they do it (hint: you will be!),

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Schedule a Touchpoint Discovery Workshop or let our Customer Experience Investigation™ team micromap the journey. Consulting Speaking Workshops/Training Webinar Work with us Guest blogging Other Your Message *. Need help uncovering the broken parts of your SaaS experience? Company What can we help you with?

Customer Journeys 110

Customer Journeys Software Consulting Hotels 110

Totango

DECEMBER 23, 2021

So, if you begin to notice an uptick in your company’s turnover rate, it’s important to investigate whether or not your employees are dealing with burnout before it becomes a bigger problem. Poor Employee Engagement. Are your employees motivated to work hard?

Customer Success 99

Customer Success Financial Exercises Customers 99

CSM Magazine

DECEMBER 21, 2022

Employee onboarding is becoming a critical part of every organization. A structured onboarding program leads to higher productivity levels, enhances employee engagement, and, most importantly, helps retain top talent. Effective onboarding allows your employee to start this new career phase with positivity and enthusiasm.

Handbook 52

Handbook Policies Culture Social Media 52

One Millimeter Mindset

MAY 26, 2020

Babette Ten Haken’s One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. So you build trust and lead to retain employees and clients.

Exercises 114

Exercises Communication Measurement Tools 114