Employee Experience Monitoring: Common Questions

MaritzCX

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?”

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.

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.

How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience

Customer Bliss

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. Turns out, the employee came first.” Fight High Turnover by Investing in Employees.

What HR Wishes WFM Knew About Call Center Employee Experience

BlueOcean

That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. That’s a big task and nowhere in their mandate is the requirement to make it a good experience for the agent. Achieving Optimal Call Center Employee Experience.

A Job or a Journey? Mapping the Employee Experience

SuiteCX

There is now a much more holistic view of the benefits of a strong relationship with future, current and former employees actively pursuit former employees. Parallel Customer and Employee Journeys.

A Job or a Journey? Mapping the Employee Experience

SuiteCX

There is now a much more holistic view of the benefits of a strong relationship with future, current and former employees actively pursuit former employees. Parallel Customer and Employee Journeys. By Paul Butcher, Agile Marketing Group.

Customer Experience Weekly #7: Employee Experience

Talkdesk

Welcome back to the CXW, the once a week roundup of customer experience insights from around the web. This week’s topic is the employee experience. Here’s what we found: The Business Case for a Great Employee Experience. Happy Employees Make Happy Customers?

Time to Hit Refresh on Customer and Employee Experience Design Efforts?

Maz Iqbal

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience? I’ve worked with folks working on improving/transforming the Customer Experience. I’ve also worked with folks working on improving/transforming the Employee Experience. Customer Experience Employee Engagement customer experience empathy employee experience Experience design Hit Refresh human centred design service design

Is The Customer and/or Employee Experience Your Priority?

Maz Iqbal

Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?". Customer Experience Employee Engagement Leadership / Change / Transformation Management UncategorizedYou may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. A mere eight conversations so far in 2017. There was a time when I’d write that many conversations in one month. Why the change?

Improving Employee Experience with Better Results

Beyond Philosophy

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well. that Google hopes their employees want to improve for the sake of contributing more to the company, and not just to make more money.

Extend The Customer Experience To The Employee Experience

Confirmit

This Forrester Research report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Voice of the Customer Voice of the Employee Analyst Insight

Virgin Shows Links Between Employee Experience and Customer Experience

Beyond Philosophy

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. Valuing Employees is the Foundation for Employee Ambassadorship.

What’s The Impact of a Shitty Employee Experience on the Customer Experience?

Maz Iqbal

Can you deliver a good-to-great customer experience without paying attention to the employee experience? ” There is so much talk about the customer experience and in the process a lot of extra work … Continue reading "What’s The Impact of a Shitty Employee Experience on the Customer Experience?". If you forget theory and look at the practice in large organisations you might just see that the answer is a resounding “Yes!”

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

It’s Time To Improve Employee Experience For Remote Workers

Forrester's Customer Insights

Today, we’re excited to announce the publication of our latest report on the state of remote working, which focuses exclusively on creating a better experience for employees who primarily work-from-home. The number of regular work-at-home employees has grown 115% since 2005, and 40% […]. Remote workers are here to stay. Are you willing to embrace them?

You Need Great Employee Experiences To Create Great Customer Experiences

Forrester

We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand. Are CX professionals thinking about the experiences these employees need as they think about customer needs? Workforce Experience.

A Trip to Staples: Why Employee Experience Matters to Customers

PeopleMetrics

A Snapshot of My Customer Experience. I walked up to a locked front door, just as a teenage employee was letting some customers out. Later Thoughts: The Employee Experience. I only know what happened: those employees placed their concerns above mine.

Are you getting enough complaints? The Employee Experience Model

The DiJulius Group

Think about the last several times you had a disappointing experience as a Customer. The following is content taken from John’s best selling book The Customer Service Revolution (January 2015 Greenleaf Books) Are you getting enough complaints? Did you tell anyone at the company? You left a business feeling frustrated, or hung up the phone […]. Customer Service

Sometimes, It’s the Little Things That Make the Biggest Difference

Storyminers

The details have been engineered into an amazingly simple experience that makes it easy on customers—and easy on the baristas. Customer Engagement Strategy Customer Experience Customer Service Employee Experience Retail Retail Apps apps customer service employee experience retail training

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Want to Improve Your Customer Relationships and Bottom Line? Put Yourself in Your Customers’ Shoes Says CCO at Rigor

Customer Bliss

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor.

One Of The Best CX Resources Of 2017

Storyminers

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. Experience continues to be a purchase driver (often above tangible value).

Humanity is the crux of organizations, but…

Customer Bliss

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. What does this have to do with customer experience?

THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

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For a Successful CX You Must Have a Successful EX

ShepHyken

A successful customer experience strategy is a result of the company’s culture. Let’s look at the EX, which is the Employee Experience. It starts with how leadership wants their employees to feel about working for their company.

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An Employee First Culture Risks Becoming Internally Focused and Externally Irrelevant

Aveus

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. With so much room for improvement, does it really matter where you start or even whether your customer and employee experiences are integrated?

Drive Real #CX Change with Journey Maps

CX Journey

There's a big problem brewing out there when it comes to journey mapping: Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal.

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Retailers Who Create Value For Customers – WIN!

Storyminers

Customer Engagement Strategy Customer Experience Customer Experience Strategy Employee Experience Retail customer experience customer service employee experience mike wittenstein retail service design(image courtesy of info.comm-works.com) Last week’s blog covered the first of two themes that emerged for me at the National Retail Federation’s Big Show in New York.

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The New Paid PAID Vacation

Storyminers

Employee experiences are just as important as customer experiences. In fact, if your employees aren’t ready to deliver the kind of experience your brand promises, your customers won’t get the kind of experience they desire.

5 Top Customer Service Articles For the Week of May 21, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. My Comment: Starbucks is a leader in customer service and experience.

A Conversation with the CCO of VMWare, Scott Bajtos – CB36

Customer Bliss

One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we sometimes think.

Understanding the Employer Journey — The Employee Engagement Loop

ijgolding

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’?

Getting Your Board to Embrace Customer Experience, With Maury Kask – CB72

Customer Bliss

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Because this is very important to how he outlines his experience work, it’s important to list them up front.

The Human Experience (HX) – the result of all other experiences

ijgolding

When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye.

The Intersection of Customer Experience, Business & Tech

Storyminers

I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . Is there a difference between customer experience and digital customer experience anymore?

CX Journey™ Musings: Culture is More Than Hiring the Right People

CX Journey

Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." culture employee experience talent values workplaceImage courtesy of Pixabay Don't believe everything you read or hear on the Internet. Yea, I know.

Retailers Who Create Value For Customers – WIN!

Storyminers

or click-and-collect if you want the store employees to bring your purchases to your car as you whiz by. Customer Engagement Strategy Customer Experience Customer Experience Strategy Employee Experience Retail customer experience customer service employee experience mike wittenstein retail service design(image courtesy of info.comm-works.com).

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Do You Care About Your Employees?

CX Journey

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? The problem: leaders don't care about their employees; instead, employees are viewed as a cog in the wheel to their success.

Boost your internal stakeholders (mostly for free)

Customer Bliss

“Internal stakeholders” refers to employees. Because you also need to focus on internal stakeholders, i.e. your employees. Simplest way to put this forward: if your employees aren’t invested in the work, eventually they will leave.

THE 2015 CUSTOMER EXPERIENCE OUTLOOK

Storyminers

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28). The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein. You’ll also find articles from : B. Joseph Pine II & James H. Gilmore, Brandon […].

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