ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It starts at the level of the employee experience. As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. They make us feel cared about. Nathalie W.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Change Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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 Centricity Engagement 71

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Customer groups : These help your staff identify your frequent buyers, VIPs, employee family members, etc.,

Blog 89

Blog E-support Retail Sales 89

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. While “loyalty” is generally a term associated with marketing, organizational behavior and employee development are not.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

Customer Bliss

AUGUST 30, 2021

Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you. Yes, you can pick up your rental car without even talking to a human, but a smile from that guy or gal checking you out can improve that experience. More Resources on This Topic.

Books 310

Books Hotels Travel Connections 310

VDS

JULY 22, 2020

Since employees are working from home, investments in videoconferencing and collaboration software are essential for everyone. Leaders need to leverage tools to connect with their teams like video conferencing tools (i.e. The post BUSINESS CONTINUITY: HOW TO KEEP THE CUSTOMER CONNECTION ALIVE appeared first on VDS.

Connections 52

Connections Contact Center Communication Definition 52

Customer Bliss

DECEMBER 4, 2018

.” [Learn more about cutting down on the fine print in your paperwork, in this recent blog post.]. #2: Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: Follow me on LinkedIn or Facebook or subscribe to the blog.

Download 185

Download Chief Customer Officer Workshop Books 185

Beyond Philosophy

AUGUST 9, 2016

An excellent example of an organization which drives customer and employee advocacy through social engagement is TD Bank. As she has stated, “We wanted to give a voice to our employees and open up two-way conversation.” You Also Might Like… New Report: Keys to Community Readiness and Growth.

Connections 60

Connections Insights Social Media Banking 60

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. Connect the Employee Experience to the Customer Experience. Employees are the key to any successful CX endeavor within an organization.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

Customer Bliss

JUNE 14, 2019

Chester also shares that J&J has a designated social media site called Yammer , where employees can post updates and engage with each other. He also updates employees through his blog, Chester’s Chatter which he and the leadership team contribute to each month. Rethink Training and Hiring Practices.

E Commerce 161

E Commerce Chief Customer Officer Leadership Social Media 161

SurveyGizmo

FEBRUARY 14, 2023

“With Alchemer Workflow, our customers collect the best feedback and build on it to create deeper, more engaged relationships with customers and employees.” To read Alchemer CEO David Roberts’ blog, click here. Alchemer is a KKR portfolio company. For more information about Alchemer visit www.alchemer.com.

Feedback 52

Feedback 2023 Customer Retention Connections 52

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

CloudCherry

NOVEMBER 11, 2019

Janet Preteroti – AVP, Member Experience at Clearview Federal Union, and our 1 st place CX Champ (in the category of Practitioner). Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Brava, Janet!

2019 170

2019 2020 Leadership Consulting 170

Daniel Group

NOVEMBER 20, 2023

In this blog, I explore B2B industry culture and offer suggestions to improve it. Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. In my next blog, I will discuss the connection between CX and EX and outline why it is critical to focus on both.

Culture 52

Culture B2B 2005 Definition 52

Customer Bliss

AUGUST 8, 2019

In The Power of Moments , Chip and Dan Heath ask you to think about the positive moments and experiences you’ve had in your life. They explain how these experiences are created because of four elements: elevation, insight, pride, and connection. Learn how you can apply Horst’s principles to your business.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Hallmark Business Connections

OCTOBER 27, 2020

Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections. To fight the loneliness epidemic, brands should create tactile connections with customers using the following three principles: Don’t discourage live interactions.*

Airlines 98

Airlines Telecommunications Social Media Connections 98

SurveyGizmo

MAY 12, 2020

Staying connected to your employees is critical. Soon, managing the complexity of employees returning to work will be just as critical. We’ve created two free surveys – The Employee Connection Pulse and The Return To Work Assessment – to help our customers engage with employees until it’s time to go back into the office.

2020 81

2020 Employee Experience Feedback Connections 81

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

TechSee

AUGUST 14, 2023

Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog. He is also the founder of CX Accelerator, a non-profit community to equip, encourage, and connect Customer Experience professionals at every stage in their journey. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Beyond Philosophy

SEPTEMBER 11, 2014

One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. They connect it there for all to see. Hiring Customer Ready Employees. Be sure to also listen to the VOE.

CEM 148

CEM Reference Employee Experience Books 148

Totango

JULY 31, 2020

A consistent employee experience = a consistent customer experience. Proper alignment and collaboration internally among employees and teams avoids mixed messaging, confusion or duplicative efforts in creating a consistent and connected stakeholder experience.

Engagement 105

Engagement Events Customer Success 2020 105

Beyond Philosophy

OCTOBER 20, 2014

To reach this Natural state however, you have to look at your whole process, all the parts of the experience, and most importantly where you are going to make changes that transform the status quo. Employees are just like Customers in that they are at their best at work when they are Happy and Pleased. Hire People with a High EQ.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

JANUARY 24, 2018

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. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

Customer Bliss

APRIL 25, 2017

Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association. You Must Connect With Both Sides. Oscar Munoz, the CEO, apparently will retain that title but is being denied his promotion to Chairman.

Airlines 128

Airlines Download Customer Experience Professionals Connections 128

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. And, since we’re on the topic of building…. Your talent holds your CX up.

Culture 59

Culture Employee Experience Insurance Government 59

Stella Connect

NOVEMBER 16, 2021

It would be an understatement if I said that 2021 has been a challenging year when it comes to employees – remote work , returning to the office, finding jobs, changing jobs, finding employees, ghosting, turnover, wages, raises, the Great Resignation, and on and on. Let me start by defining employee experience.

2021 100

2021 Definition Culture Employee Experience 100

Natalie Petouhof

AUGUST 5, 2015

Jive Circle is a secure app for employees to quickly search and discover other employees in their organization. Jive Circle seamlessly integrates with the Jive Chime real-time messaging app, which provides employees a fast way to connect with colleagues. Jive Circle, is driving innovation in the way employees connect.

Connections 59

Connections Employee Experience Innovation Customer Experience 59

Beyond Philosophy

FEBRUARY 2, 2015

In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name. If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

OCTOBER 20, 2014

The Ball and Chain: These employees are risk averse and will seed any new idea with doubt, often playing the role as “devil’s advocate,” causing others in the organization to waffle on taking on new ventures. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 117

Culture CEM Employee Experience Reference 117

Bold360

APRIL 10, 2020

In the middle of this chaotic time, what’s most important as you try not only to stay sane but also to keep the lights on, is to equip yourself with best practices for becoming a fully remote team rapidly without sacrificing the employee experience. After all, as IT pros, your employees in many ways are your customers.

Customer Experience 52

Customer Experience Connections Employee Experience Customers 52

Bold360

DECEMBER 10, 2020

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. What does the backend look like in terms of connecting customer-facing self service technology with other systems to support this ‘next level’? Can that be done securely?

Engagement 52

Engagement Employee Experience Roadmap Technology 52

Beyond Philosophy

MARCH 5, 2015

If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

APRIL 15, 2019

Moreover, there is a link between that emotional connection customers feel for you and the dollars they spend with you. Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” then it will reflect in your employee’s behavior towards customers.

Culture 115

Culture Customer Service Leadership Airlines 115

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. ” “Ideal for VP’s and executive leaders, customer experience professionals, CMO, CCO, CXO, senior leaders in customer roles, sales and marketing and customer service. Nowadays, most people search for information online.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94