CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Back To CX Accelerator Blog.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Back To CX Accelerator Blog

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Bold360

AUGUST 10, 2020

To hear this episode and many more like it, you can subscribe to CXNext: Live by connecting with us on LinkedIn. The post The New Normal: Understanding the Employee Experience in the (Remote) Workplace appeared first on Bold360 Blog. This post is based on a CXNext: Live stream with Diana Dosik.

Employee Experience 93

Employee Experience Consulting Banking Engagement 93

inmoment

JUNE 28, 2019

At Forrester CXNYC, we presented an example of how we are empowering our client Massage Envy to be radically innovative by looking at their brand experience from both a customer experience and employee perspective finding the critical intersections. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Technology 40

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

Customer Bliss

JUNE 14, 2019

There’s also an opportunity to answer questions which can be asked anonymously, which helps leadership stay on the pulse of what’s going on and what people are worried about. Chester also shares that J&J has a designated social media site called Yammer , where employees can post updates and engage with each other.

E Commerce 161

E Commerce Chief Customer Officer Leadership Social Media 161

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

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 Culture 60

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

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

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 battleground for brand loyalty remains: The customer experience. Zoom, Microsoft Teams, etc.).

Connections 52

Connections Contact Center Communication Definition 52

inmoment

SEPTEMBER 10, 2019

InMoment’s own CX Trends research found employees are the single largest factor in making or breaking the customer experience. The data shows a positive link between employee experience (EX) and a great customer experience, in addition to significant financial gains like increased sales and the ability to maximize business performance.

Employee Experience 40

Employee Experience Measurement Net Promoter Score Customer Experience 40

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. and making a true emotional connection. What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Michael Lowenstein, Ph.D.,

Engagement 145

Engagement White Paper 2015 Consulting 145

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI.

Culture 114

Culture Customer Service Leadership Airlines 114

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

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. That’s the only way an organization can begin a continuous learning process and start to realize the full benefits of delivering exceptional customer experience.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

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. Employees, though, are critical stakeholders in the delivery of experience value.

Consulting 100

Consulting Employee Experience Leadership Culture 100

Beyond Philosophy

AUGUST 9, 2016

CMC Thought Leadership Principal, Beyond Philosophy. 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.” Michael Lowenstein, Ph.D.,

Connections 60

Connections Insights Social Media Banking 60

GetFeedback

JANUARY 27, 2020

Buy-in: When one or more of the above criteria are not met, leadership may not see an incentive to invest in a VOC program. It’s important to note that the problem—high customer wait times—is actually the end result of pain points in the employee experience. First things first, though. This is a critical step.

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Employees, though, are critical stakeholders in the delivery of experience value. Employee life cycle.

2018 111

2018 Leadership Consulting Employee Experience 111

Qualtrics

FEBRUARY 27, 2019

Hear from Samantha Hammock , the Chief Learning Officer at American Express, about how they’re enabling great feedback, prioritizing leadership development for all, preparing for the future of work, and more. After that experience, I transitioned to HR and I’ve been there ever since — and, I can’t imagine being in any other function.

Leadership 37

Leadership Feedback Books Culture 37

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles.

Management 156

Management Social Media Call Center Connections 156

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” Not generally.

Books 52

Books Employee Experience Leadership 2021 52

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

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

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

Hero Digital

NOVEMBER 12, 2018

As companies focus increased resources on developing frictionless, enjoyable digital experiences for customers, it’s important to remember the digital employee experience as well. Employees seek career development tools, company culture activities, peer connections, support from leadership and ease with completing tasks.

Engagement 66

Engagement Culture Document Leadership 66

CXApp

AUGUST 21, 2018

This activity deserves to be a priority as it can lead to some truly unique connections. However, before you can focus on a forward-facing customer experience, you have to look inward. Crafting an engaging employee experience (EX) must come first. Once hired, is your average worker’s experience positive or negative?

Customer Experience 40

Customer Experience Employee Experience Social Media Leadership 40

Integrity Solutions

NOVEMBER 22, 2022

People, training and processes are all part of this assessment, as are your leadership, their coaching abilities and their attitudes and beliefs. Strategic leadership coaching is crucial for organizations that desire to grow through and in spite of the Great Reshuffle and the Silent Quitters. Who Needs Workplace Coaching?

Banking 79

Banking Culture Engagement Leadership 79

SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. Following top hr influencers is a terrific way of building communication with their connections. Because there’s no fun reading without it!

Social Media 98

Social Media Seminar 2021 Blog 98

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

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. That couldn’t happen without impeccable leadership. Gainsight congratulates Confluent’s leadership for their pioneering strides in what is essentially a new category. It means improving connections!

2022 52

2022 Chief Customer Officer Innovation Connections 52

Customer Bliss

APRIL 28, 2016

The fraught part of enabling employees is what we discussed above — oftentimes, people throughout an organization are unclear on what the priorities actually are. If that’s the case, how can you be sure you’re enabling employees to work on the right things?

Leadership 175

Leadership Reference Engagement Books 175

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. Authors: Jeane Bliss | Buy the book here ”This is the book I wish I’d had on my desk when I led customer experience for major corporations.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. Connect and learn more about Stacy on her platforms: Twitter. WORKING FROM HOME.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Magazine 52

Magazine Employee Experience Leadership Books 52

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110