Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Want to know how to strengthen the customer relationship? Learn how to leverage the most under-utilised and powerful human resource in business today – Customer Empathy.” I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

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. Learn more about how to set up your Mission, Strategic Vision, and Team Charter here. However, feedback alone cannot direct a strategy.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ClearAction

NOVEMBER 11, 2022

Your non-customer-facing groups and partners learn how to prevent issue occurrence. Make the 5-why’s and action planning an annual workshop for every work group. Include cross-functional representatives in each workshop. Partner experience gains from gratitude in interactions are bonding, productivity, and allegiance.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

CX Journey

APRIL 4, 2018

So, it was with great pleasure that I accepted James Dodkins' invitation to be a guest on his ROCKSTAR CUSTOMER EXPERIENCE program via Facebook Live to talk about how to drive real CX change with journey maps.

Customer Journeys 158

Customer Journeys Customer Experience Professionals Tools Customer Experience 158

Experience Investigators by 360Connext

JANUARY 5, 2021

Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. Assure your customer experience mission is defined and communicated. Your Customer Experience Mission Statement is what guides your intentions, actions, behaviors, and even rewards.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

SurveySparrow

OCTOBER 19, 2021

How to Write a Self-Evaluation: One Year Ahead. #1. How to Write a Self-Evaluation: One to Three Months Ahead. #3. ” How to Write a Self-Evaluation: Review Time. #5. Here are six resources to get you started: SCORE.com for local workshops and courses on demand. How to Write a Self-Evaluation: Template for Practice.

How To 52

How To Course eBook Examples 52

Calabrio

MAY 10, 2019

In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress. How to Build a Voice-of-the-Customer Strategy to Achieve Your Customer Experience Goals. Wednesday, 22 May at 3:30 pm.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Experience Investigators by 360Connext

FEBRUARY 9, 2021

There’s no shortage of data to show why an investment in customer experience strategy is worth it. How to invest in Customer Experience. Defining a customer experience strategy is not enough. These are investments focused on your employees. How to Calculate Customer Lifetime Value.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 52

ROI Video Government Leadership 52

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ClearAction

JANUARY 8, 2024

Then you must champion insights through suggestions for various functional areas, workshops, and change management for accountability and applause of progress and action plan completion. They are obsessively consistent about how each organization’s thinking and decisions must align to customers’ well-being.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. Is it obvious how to get help?

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience. Doesn’t that sound wonderful?

Culture 52

Culture Feedback Survey Employee Engagement 52

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. She shares that the Dialog culture promotes continuous change, even if it’s met with resistance.

Telecommunications 120

Telecommunications Company Culture NPS 120

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Specifically designed for vice presidents, long-time experience managers, certified professionals (CCXP, FCXP, etc.), Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. She shares that the Dialog culture promotes continuous change, even if it’s met with resistance.

Telecommunications 111

Telecommunications Company Culture NPS 111

One Millimeter Mindset

DECEMBER 5, 2018

However, do engaged employees, effectively and impactfully, pay employee experiences forward? First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way. Third, not all employees solve problems the same way.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

One Millimeter Mindset

APRIL 8, 2019

Are you ready to dial in and drill down in how to make the left brain thinkers in your organization and association far more potent business developers? Discover how one of my Storytelling for STEM Professionals and Left Brain Thinkers keynotes and workshops can solidify, rather than segment, your organization.

Communication 75

Communication Employee Experience Customer Retention Sales 75

SurveySensum

FEBRUARY 27, 2024

So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels. That’s the magic of employee satisfaction. How to Measure Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

ShepHyken

OCTOBER 29, 2023

This post is all about how to keep customers coming back. It will also talk about how keeping customers can help your Conversion Rate Optimization (CRO), Return on Investment (ROI), and general customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. Patrizia Bertini got some unsuspecting volunteers to play with Lego in a reconstruction of such a workshop. Toward the end of the day, we then heard about how to gamify the employee experience.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

Beyond Philosophy

JUNE 20, 2016

One client in the UK who wanted to conduct a one day workshop with their senior team. It took them five months to make a decision about which company should run the workshop and by the time they decided the organization had run out of money in the annual budget and so it didn’t take place! Need to improve your Employees Experience?

Examples 113

Examples Consulting Customer Experience Course 113

Innovative CX

MAY 6, 2020

Rather than being able to rely solely on the lessons of the past, we are literally defining the experiences as we go, every minute of every day. We don’t have time for journey mapping workshops or “how to” strategy sessions. Some employees are essential while others are deemed non-essential. Every decision we’ve made.

Customer Experience 59

Customer Experience Customer Journeys Financial Customer Expectations 59

One Millimeter Mindset

JANUARY 14, 2021

The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. You can learn how to become more innovative. When you are managing teams for innovation, everyone focuses on creating better and better solutions. Otherwise, you reinforce stasis, or reliance on whatever worked yesterday.

Innovation 91

Innovation Management Leadership Meeting 91

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. The most important part of employee feedback is taking action on the results, download our ebook below to learn how to improve the experience for remote employees.

Employee Engagement 32

Employee Engagement Engagement How To eBook 32

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

One Millimeter Mindset

AUGUST 25, 2020

Next, recognize that everyone has professional choices to make and roles to play, no matter how big or how small. Consider how to better honor the voices of your internal customers: your colleagues. Retain employees and clients. Then, celebrate these changes together. Build trust.

Healthcare 87

Healthcare Communication Innovation Tools 87

One Millimeter Mindset

JANUARY 21, 2021

Contact me here to discover how to build your cross-functional networking and leadership skills. Which is what you and I address, together, in my keynotes, workshops and mastermind program s. Contact me here to discover how to leverage the human capital value of your team into those project and/or business cases. .

Leadership 81

Leadership Return on Investment Innovation Groups 81

One Millimeter Mindset

MAY 12, 2020

Then, consider how much you depend on the tools of your trade, or professional discipline, to define your professional worth. Rather than targeting how to differentiate your value from everyone else with the same skills or professional titles as yours. As you lead, serve, and retain employees and clients, together. Build trust.

Resources 82

Resources Innovation Communication Sales 82

One Millimeter Mindset

FEBRUARY 4, 2021

Do you understand how to leverage the anatomy of No to move projects forward? Her virtual and in-person keynotes, workshops, and masterminds catalyze individuals, teams and organizations to make hard calls when designing and transforming products, services, careers and cultures. Are you making things happen, together, or not?

Leadership 81

Leadership Innovation Consulting ROI 81

One Millimeter Mindset

FEBRUARY 13, 2019

How can chapters continuously attract the right pro-bono leadership committed to developing a relevant mix of programming and benefits to keep members excited about and committed to attending monthly chapter meetings? Understand the chapter persona to understand how to grow chapter member experience. Take the next steps, here.

Leadership 63

Leadership Guidelines Meeting Engagement 63

One Millimeter Mindset

DECEMBER 3, 2020

How can you identify voices of undiscovered change agent leaders in your organization? Are you ready to have a conversation with me to discover how to listen and design from your organization’s voices? Next, reflect on how the pandemic exacerbated already-existing feelings of inequity between knowledge and manual workers.

Leadership 86

Leadership Innovation Resources Culture 86

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Successful CDOs understand how customers experience products and services and are relentless in working out how to improve them. But, no matter the level, working together is crucial.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Clarivate

JULY 16, 2019

Companies with great Customer Experience programs also achieve increased brand value, improved product development, increased acquisition and conversion rates, reduced customer churn, improved employee experience, and improved financial metrics. 62% of consumers say they share bad experiences with other people.

Customer Experience 40

Customer Experience Customer Journeys Competitive Advantage Roadmap 40

Think Customers

JUNE 16, 2022

Don’t forget about employees when it comes to getting personal. It’s important to personalize customer experiences but equally critical to make sure employees feel like the brand truly knows them as well. The post 5 keys to putting a Total Experience into action appeared first on 1to1 Media. The right partner can help.

Customer Journeys 52

Customer Journeys Telecommunications Touchpoint Brands 52

Wootric CX Blog

FEBRUARY 14, 2019

The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67