ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Thanks to the advancement in technology there are plenty of ways to monitor employee engagement and track employee satisfaction; employee engagement apps, HR software and Intranets to name a few.

Employee Experience 124

Employee Experience Customer Service Customer Experience Employee Engagement 124

Beyond Philosophy

MAY 25, 2022

In this episode, we host Thomas Goodmanson , President and CO of Calabrio , a global Customer Experience intelligence company that builds software to enrich customer interactions. Key Ideas to Improve your Customer Experience. The post The Future of Contact Centers is Enriching Human Interactions. How can we help?

Contact Center 148

Contact Center Interaction Self Service Consulting 148

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

AUGUST 17, 2023

Usability Testing and User Experience Research: By observing how customers interact with your product, you can identify usability issues, confusing workflows, or design flaws. Ensure these channels are accessible, responsive, and offer a seamless experience across devices.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

CX Centric

APRIL 4, 2023

In this article we explore the results specifically related to Employee Experience which is one of the eight principle domains of the CCMM Model. Employee Experience is the sum of perceptions employees have about their interactions with and within the organization in which they work.

Customer Centricity 52

Customer Centricity Employee Experience Report Customer Experience 52

Customer Bliss

JUNE 20, 2019

He went to numerous Y branches and spent half a day in uniform, checking people in at the front desk, walking around the pool deck with the lifeguard, and getting a feel for the employee experience on the ground. He wanted to know what interactions with customers were like and what were potential operational challenges. .

Employee Experience 128

Employee Experience Culture Customer Experience Customer Journeys 128

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Zeisler Consulting

APRIL 27, 2021

I like her approach specifically because she seems to be suggesting that your candidates for employment are similar at least to your Customers and deserve deliberate care when you interact with them along their journey. It’d have meant work for me, and more resources for them: win/win.

Employee Experience 93

Employee Experience Consulting Leadership Meeting 93

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management Culture Touchpoint 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

Customer Bliss

FEBRUARY 23, 2018

Ruff shares that at a Future Stores Miami conference , executives at big-box retailers discussed how they’ve rethought employee training and invested in support for customer and product interaction. Best Buy wanted to understand how to improve the employee experience, and started looking within.

Employee Experience 165

Employee Experience Retail Financial Training 165

InMoment XI

OCTOBER 5, 2023

Also, it also serves as a proactive strategy for safeguarding your customer experience , addressing potential issues before they even arise. This approach not only equips brands with insights into issues that customers might not have formally reported but also empowers employees to proactively drive Experience Improvement (XI) initiatives.

Contact Center 486

Contact Center Self Service How To Call Center 486

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

InMoment XI

FEBRUARY 25, 2022

Very often, either directly or indirectly, they are at the intersection of customer/vendor experience. That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. That means that companies must seek to understand, and leverage, the impact employees have on customer behavior.

Company 529

Company B2C Employee Experience Culture 529

Doing CX Right

AUGUST 23, 2020

The show explores the symbiotic relationship between customer and employee experience, and how companies are creating leaders and cultures maniacal about the customer. The audio cut out for a min at 48:18 , but Stacy shared a personal story about her interaction with Shep. Listen to the Customer Experience podcast below. .

Employee Experience 52

Employee Experience Customer Experience Culture Customers 52

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. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Employee Engagement Net Promoter Score Culture 52

CX Journey

JANUARY 15, 2016

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. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience.

Employee Experience 80

Employee Experience Employee Engagement Leadership Engagement 80

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

InMoment XI

JANUARY 25, 2022

However, it’s well worth brands’ time to invest in both not just for the sake of retention, but also for creating bold, human connections with your customers that transcend individual interactions. How else can greater employee engagement improve your workplace, your brand, and your experiences?

Employee Engagement 529

Employee Engagement Engagement Culture Employee Experience 529

InMoment XI

AUGUST 22, 2022

Employee churn is complicated. There are so many reasons why employees may choose to leave, whether it’s personal circumstances, career opportunities, or just a negative employee experience. There are also many different effects to consider when you lose an employee, both tangible and intangible.

Employee Experience 260

Employee Experience eBook Employee Engagement Call Center 260

InMoment XI

APRIL 5, 2022

Of course, different firms operate with different goals in mind, but what’s important to take away here is how the customer experience is impacting the employee experience and vice versa. Employee and Customer Experience Trend #2: Focus on Both Digital and In-Person Interactions to Serve All Customers.

Banking 295

Banking Trends Customer Experience Self Service 295

InMoment XI

OCTOBER 14, 2021

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping.

Customer Journeys 485

Customer Journeys Touchpoint Employee Experience Customers 485

BlueOcean

NOVEMBER 13, 2023

And many businesses feel pressure to predict the where, when, and how of their customer interactions. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. After all, happy employees create happy customers. Meanwhile, the conversations are piling up.”

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

SuiteCX

NOVEMBER 29, 2016

In the same way that marketing has evolved to being very focused on the customer experience, companies are needing to become more employee experience focused. Customer journey mapping is a simple but very powerful way to understand the impact of key moments on the customer’s experience as they interact with the company.

Customer Journeys 100

Customer Journeys Employee Experience Course Groups 100

SuiteCX

NOVEMBER 29, 2016

In the same way that marketing has evolved to being very focused on the customer experience, companies are needing to become more employee experience focused. Customer journey mapping is a simple but very powerful way to understand the impact of key moments on the customer’s experience as they interact with the company.

Customer Journeys 100

Customer Journeys Employee Experience Groups Course 100

InMoment XI

DECEMBER 13, 2022

We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business. Here are the questions to ask in your post-interaction survey: Question #1: Was Your Issue Resolved?

ROI 493

ROI Call Center Return on Investment Measurement 493

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

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? Happier Employees Make Happier Customers.

Employee Experience 52

Employee Experience Employee Engagement Survey Culture 52

inmoment

JULY 9, 2019

Employee experience (EX) is quickly becoming a mainstay metric for businesses. Much like customer experience, EX is a critical factor for success with its ability to identify and drive impactful change within organizations. 5 Elements for Employee Experience Measurement.

Employee Experience 68

Employee Experience Measurement Employee Engagement Culture 68

ShepHyken

SEPTEMBER 29, 2023

The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. The Interplay of Employee Engagement and Customer Experience It’s important to identify the difference between customer experience and employee engagement.

Employee Engagement 135

Employee Engagement Engagement Strategy Effort Score 135

Qualtrics

JUNE 18, 2021

Before COVID-19 and the shift towards hybrid working, organizations were already competing for talent based on employee experience. Employee experience is now headline news and while the growing consensus from all stakeholders is encouraging, it puts leaders that own employee experience (EX) in the spotlight.

Employee Experience 49

Employee Experience Measurement Interaction Survey 49

InMoment XI

JANUARY 18, 2022

But keeping up with quickly evolving employee and customer expectations is easier said than done. The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! About the 2022 Experience Trends Report.

Trends 493

Trends Measurement Customer Experience Entertainment 493

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

InMoment XI

DECEMBER 16, 2021

What we have observed are studies that examined some contributing factors of employee experience and value, such as reward and recognition, job fit, career opportunities, work environment, and departmental and management relationships. That brand promise has to be delivered for customers every time they interact with the company.

Company 260

Company Communication Culture Employee Experience 260

InMoment XI

OCTOBER 18, 2022

This is another customer experience woe that affects both parties in CX interactions. For brands, this has become an employee experience (EX) challenge that is formidable, but not insurmountable.

Brands 529

Brands Transportation Wait Times Course 529