InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees. .

Company 529

Company B2C Employee Experience Culture 529

SurveySparrow

JANUARY 1, 2021

The answer is simple: A wholesome Employee experience is an input for increased employee engagement at every stage of the employee lifecycle. Employee Experience is an employee’s perception of his journey with the company, right from the onboarding process to the final exit interview.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

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

Customer Bliss

MARCH 21, 2019

Horst’s actions and empowerment of his employees is about allowing policy and the golden rule to collide; it’s critical that customers have meaningful contact with employees. He knows that each guest is worth a potential of two hundred thousand dollars over a lifetime, so why not spend some money to keep them?

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

Beyond Philosophy

JUNE 21, 2015

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. Valuing Employees is the Foundation for Employee Ambassadorship.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

Qualtrics

JUNE 24, 2021

Over the past 15 months, organizations have learned that remote work — and the flexibility that comes with it — has become a fundamental part of the employee experience. The new employee experience will be a blend of flexibility and structure. The new employee experience will look different for every worker.

Employee Experience 40

Employee Experience Employee Engagement Study Communication 40

Bold360

FEBRUARY 26, 2020

When employees can access knowledge on their own—whether it’s product specs for customers, tech troubleshooting, or policies and procedures—they not only get answers to the people who need them; they help their organization better understand what users need. When the barriers are gone, user-facing knowledge works wonders.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

Qualtrics

APRIL 16, 2020

In response, organizations are making rapid, widespread changes that are dramatically changing the employee experience (EX). We’re all still learning how these temporary changes affect employees, but another question is quickly emerging – how will these current disruptions affect employee experiences in the future?

Employee Experience 45

Employee Experience Culture Policies Trends 45

Qualtrics

JULY 31, 2019

Yet one opportunity is often overlooked, especially early in an organization’s experience management journey: uncovering gaps in the employee experience (EX). A fundamental truth of customer experience (CX) is that it flows from the employee experience of an organization.

Employee Experience 40

Employee Experience Feedback Customer Experience Policies 40

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. On his best employee experience. On his passion for employee experience.

Employee Experience 32

Employee Experience Policies Effort Score eBook 32

Qualtrics

AUGUST 24, 2021

Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. .

Employee Experience 26

Employee Experience Communication Technology Company 26

Bill Quiseng

DECEMBER 6, 2023

POLICY If you’re making frequent policy exceptions, then employee perception does not match company promises. It’s poor policy. With a “People First” culture, no longer are people taking second or third seats to profits or customers. So, when it comes to your people and your business, Think RELATIONSHIPS or Go Broke.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Uniphore

DECEMBER 6, 2021

Why is conversational AI the foundation for transforming employee experiences? Actions required to elevate the performance of the helpdesk professionals Reserve your spot today as we will uncover the steps to accelerate resolution times, improve effectiveness while boosting employee morale, and keep costs low.

Policies 130

Policies Employee Experience Communication Industry 130

CX Accelerator

JANUARY 11, 2021

Employee experience (EX) is customer experience!". Prioritizing the employee experience. I loved his policy of paying people $1,000 to leave after a few weeks at the job. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Employees change. Learn more about their customers and employees Are better able to understand customer and employee needs Learn about partners, the market, emerging trends, etc.

Policies 146

Policies Innovation Video Employee Experience 146

InMoment XI

MAY 4, 2022

Value is created by satisfied, loyal, and productive employees. Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” ( Putting the Service-Profit Chain to Work , Harvard Business Review, 1994). Leadership and Loyalty.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. They stated that policies, processes, and procedures need to change!

Strategy 52

Strategy Financial Leadership Apparel 52

Storyminers

SEPTEMBER 19, 2016

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. To learn more about employee experience, please raise your hand.

Employee Experience 150

Employee Experience Policies Customer Experience Brands 150

Customer Bliss

MARCH 23, 2022

For example, the expense policy is: “Act in Netflix’s best interest.” Instead of HR policies, Netflix focuses on hiring people who do not require the oversight that most rules are created for. Relying on people to use logic and common sense, Netflix does not have a formal vacation policy or annual reviews.

Case Study 139

Case Study Culture Study Company 139

ClearAction

JANUARY 8, 2024

Support Functions ) Reduce or remove policies and processes that stand in the way of maximizing value to customers and minimizing waste. Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

ImprintCX Articles

NOVEMBER 27, 2023

Your brand is the story you tell to engage and motivate people (prospects, customers, and employees) to believe in you, support you, and share the story. The story is formed by your advertising and is delivered through all your interactions – products, services, website, apps, policies, and your employees.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

Maru Group

JANUARY 31, 2023

Employee experience research should uncover all the factors that affect employee performance and, importantly, the barriers that prevent them from providing compelling customer service. A great employee experience will shape a great customer experience.

Employee Experience 70

Employee Experience Social Media Survey Measurement 70

CX Accelerator

JANUARY 11, 2021

Employee experience (EX) is customer experience!". Prioritizing the employee experience. I loved his policy of paying people $1,000 to leave after a few weeks at the job. It showed respect for the unhappy/unfit employee, for the other employees (colleagues), for the customer, and for the company.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Customer Bliss

MAY 7, 2019

You’d want the company to honor your decision because you had gathered more facts to guide its outcome than could be covered by the standard blanket policy. Why not let policy and the golden rule collide? Both customer and employee experiences would improve. Both customer and employee experiences would improve.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Kayako

FEBRUARY 28, 2019

Employee experience. There is a clear linkage between the employee experience and the customer experience. When employees have a great experience (no, that doesn’t mean ping pong tables and beer Fridays), they are happier and more productive, and they deliver a better customer experience.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

CX Journey

AUGUST 19, 2014

Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Employees change.

Policies 162

Policies Culture Employee Experience Video 162

CX Journey

FEBRUARY 14, 2018

Instead, customers aren’t considered when executives and employees are making decisions, creating new products, designing new policies and processes, developing messaging and communications, etc. When we get to the state of " What the Hell is Customer Experience? It's about the employee experience more first!

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

SurveySparrow

NOVEMBER 11, 2021

Write a flexible work policy. Create great employee experiences. Here’s where upskilling your current employees becomes essential for both employee retention, and long-term organizational growth. Write a flexible work policy. The policy was short. Create great employee experiences.

How To 52

How To Policies Roadmap Culture 52

SurveySparrow

NOVEMBER 11, 2021

Write a flexible work policy. Create great employee experiences. Here’s where upskilling your current employees become essential for both employee retention and long-term organizational growth. Write a flexible work policy. The policy was short. Create great employee experiences.

How To 52

How To Policies Roadmap Culture 52

Lumoa

NOVEMBER 17, 2022

Clear and concise delivery and returns policies. Offering a Personalized Experience. Training Employees to Improve CX. Improving employee experience (EX) training is a powerful tool for strengthening CX in 2023. Website speed tests. Multiple customer support options. Collecting customer feedback.

e-support 208

e-support Customer Experience Social Media Chatbots 208

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Thou shalt kill bad policies and rules. In order to transform the organization and the experience, it's imperative that we lose the "we've always done it that way" frame of mind.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Forrester's Customer Insights

AUGUST 18, 2021

For employees it’s the basis for communication, collaboration and productivity. Technology is central to nearly every aspect of our lives. Never more so than in the post-COVID world we’re all stumbling towards. For individuals it’s the key to maintaining connection with family and friends.

Policies 39

Policies Connections Communication Technology 39

CSM Magazine

FEBRUARY 7, 2023

Yet despite almost half of business leaders citing employee experience as their top priority for 2023 – we’re still seeing three quarters of employers struggling to fill the empty spaces in their team. Why have expectations changed? It would be impossible to talk about the changes in recent years without mentioning the pandemic.

Policies 64

Policies Healthcare Culture Financial 64

Storyminers

SEPTEMBER 19, 2016

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. To learn more about employee experience, please raise your hand.

Employee Experience 0

Employee Experience Policies Customer Experience Brands 0

ECXO

MARCH 21, 2023

By incorporating these pillars into your customer experience culture, you can create a holistic approach to both customer and employee experience that fosters customer loyalty, retention, and ultimately drives the ultimate mix of adoption and business growth. This can include specific actions, policies, practices or outcomes.

B2B 98

B2B Customer Experience Roadmap Culture 98

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

CloudCherry

FEBRUARY 24, 2018

That’s not all, harnessing employee feedback has more to it: –> A well-designed Voice of Employee strategy can help your brand keep up with evolving employee expectations. Improving the lives of your employees encourages them to improve the lives your customers. TALK TO OUR DELIGHT CREW TODAY!

Employee Engagement 191

Employee Engagement Culture Policies Training 191