InMoment XI

MARCH 2, 2022

It must come through disciplined leadership, investment, assessment, and change. The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment.

Culture 260

Culture Connections Company Leadership 260

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about. Absolutely.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. It is about looking for ways to retain customer loyalty and therefore longevity through empathy.

Employee Experience 52

Employee Experience Customer Experience Contact Center Culture 52

InMoment XI

AUGUST 2, 2023

By engaging with those who use your products or services, you gain unparalleled access to the truth about your brand’s perception and the experience you deliver. Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience.

NPS 260

NPS Customer Centricity Tips Automotive 260

Zeisler Consulting

APRIL 27, 2021

Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves. Many an article has been written since the beginning of the saga emphasizing how important Customer loyalty and care are to the ‘new normal.’

Employee Experience 93

Employee Experience Consulting Leadership Meeting 93

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. High employee experience means high customer satisfaction.

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

B2B 98

B2B Customer Experience Roadmap Culture 98

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Bill Quiseng

JANUARY 10, 2022

This cultural transformation of “People First” and the leadership commitment to CARE will enthuse and energize people to be engaged with their colleagues, customers, and the business. When we create a great experience for people as much as we do for customers, we will earn the loyalty of both.

Leadership 167

Leadership Culture Loyalty Engagement 167

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series. Vicki Brackett, SVP | livepro.

Financial 77

Financial First Call Resolution Customer Experience Employee Engagement 77

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Engage me to present a One Millimeter Mindset program!

Leadership 86

Leadership Innovation Resources Culture 86

ShepHyken

MARCH 18, 2024

And beyond loyalty is a brand fan. 2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience.

Customer Service 80

Customer Service Government Employee Experience Video 80

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

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. According to Branson’s statement about the policy, “ If you take care of your employees, they will take care of your business.”. Let’s take a closer look at the first element.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Consider what customer-centric brands are doing to earn customer loyalty.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

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

ShepHyken

FEBRUARY 28, 2022

Most of the systems and processes we use to engage in commerce were built with an emphasis on competent and efficient execution of transactions. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Then along came the employee experience (EX). My Comment: Here’s a new idea.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Without that alignment, employees don’t feel connected to the company. This negatively impacts employee experience and job satisfaction.

Financial 52

Financial First Call Resolution Customer Experience Employee Engagement 52

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What does this mean exactly?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Experience Investigators by 360Connext

FEBRUARY 9, 2021

By not investing in customer experience, they are missing opportunities to improve the business results they want simply by keeping customers. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. CX Can Create Better Days for Your Employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Beyond Philosophy

NOVEMBER 3, 2015

This position, incidentally, set me on the path to Customer Experience. These traits inspired loyalty from his team. His wisdom, fierce loyalty, and demanding demeanor shaped me into the leader I am today. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership.

Leadership 60

Leadership Banking Employee Experience Loyalty 60

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

Bill Quiseng

FEBRUARY 1, 2023

If your customers and employees are raving about you as a customer service leader, then that’s GREAT! Satisfied people feel that your customer service leadership is good, not better, just average. Customer service and leadership is action, not attitude. But if they’re not saying anything at all about you, then that’s not.

Leadership 68

Leadership ROI Employee Experience Innovation 68

ShepHyken

APRIL 16, 2019

Lead with Loyalty with Guest Sandy Rogers. Enhancing the Customer Experience Through Emotional Engagement. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience.

Loyalty 98

Loyalty Loyalty Programs Culture Policies 98

ShepHyken

JANUARY 30, 2023

For example, if your customers are from older generations who prefer to use the phone over other channels, going fully digital will have a negative impact on customer experience and loyalty. ” “The happier, more engaged, empowered, and motivated your employees are, the better experiences your customers will have.”

e-support 62

e-support Healthcare Conference ROI 62

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture 161

Culture Loyalty Employee Experience Customer Experience 161

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Michael Lowenstein, Ph.D.,

Resources 100

Resources Company Consulting Employee Experience 100

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. With integrated coaching, you can onboard and train new agents while keeping your whole customer service team engaged to reduce agent attrition. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

SurveySparrow

OCTOBER 8, 2021

However, the fact remains that an organization is as successful as levels of employee engagement within it. . This is the reason why business organizations in contemporary times pay great heed to employee engagement strategies. Uniquely effective employee engagement ideas to drive retention.

Engagement 52

Engagement Social Media Employee Engagement Financial 52

ReviewTrackers

JULY 12, 2018

Like employer branding, employee branding efforts feed back into how your company is seen by people who might apply to work for you, as well as those who are your existing and potential customers. Organizations with strong employee branding have the ability to turn their employees into powerful brand ambassadors.

Brands 175

Brands Company Social Media Competitive Advantage 175