One Millimeter Mindset

FEBRUARY 25, 2021

Keep these professional goals, and these three blog posts, in mind. These three One Millimeter Mindset® February professional goals blog posts feature three areas to focus on to run your professional marathon. Engage me to present a One Millimeter Mindset program! One millimeter at a time. One millimeter at a time.

Blog 77

Blog Innovation Leadership 2021 77

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Engagement 167

Engagement Employee Experience Retail Consulting 167

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

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Coaching is what makes the culture transferable and sustainable.

Banking 79

Banking Culture Engagement Leadership 79

Maz Iqbal

OCTOBER 20, 2017

You may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?". A mere eight conversations so far in 2017. Why the change?

Employee Experience 54

Employee Experience 2016 2017 Leadership 54

CloudCherry

SEPTEMBER 11, 2019

In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. As Annette says, ‘There’s employee’s happiness, satisfaction, engagement, experiences- all of these different terms. and this week’s honored guest. Request a demo.

Magazine 199

Magazine Customer Experience Professionals Demo Employee Experience 199

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. A traditionally successful partnership will consist of senior leadership working in concert with operations, market research and human resources.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

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 Culture Download 68

Brad Cleveland Blog

JUNE 3, 2021

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience.

Employee Experience 55

Employee Experience Customer Experience Customer Centricity Culture 55

Customer Bliss

JUNE 14, 2019

Keep Employees Engaged and Informed. To keep the salespeople engaged, Chester and his team have instituted quarterly meetings for updates on the business, priorities, and strategies. 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

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Bold360

JANUARY 22, 2020

But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. Of course you want the customer experience to the best it can be. But focusing on better employee engagement can in turn lead to better customer engagement.

Engagement 76

Engagement Customer Experience Contact Center Employee Experience 76

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday by Gregg Lederman This is Gregg Lederman's third book. In other words, quick reads but packed full of good stuff.)

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Books Leadership 2019 2012 60

Customer Bliss

DECEMBER 4, 2018

” [Learn more about cutting down on the fine print in your paperwork, in this recent blog post.]. #2: 2: Work on how much you engage inside the organization. 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience.

Download 185

Download Chief Customer Officer Workshop Books 185

inmoment

SEPTEMBER 3, 2019

Over the past decade it’s become clear that customer experience (CX) and employee experience (EX) are tightly intertwined. 5 Employee Experience Metrics Your Company Should Be Measuring. However, when it comes to EX, engagement is only part of the story. Value for the customer. So I’ve Built My EX Index.

Employee Experience 40

Employee Experience Measurement Customer Experience Net Promoter Score 40

Qualtrics

NOVEMBER 20, 2020

One of the UK’s biggest banks - anonymized in this blog - understands just how important employees can be for CX. In the last few months, it’s dug into its CX and EX data to pinpoint the things that matter most to customers and employees. Starting with the employees. Uncovering what customers want.

Banking 26

Banking Employee Experience Connections Net Promoter Score 26

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Lisa Vander Weide – Enterprise Client Success Lead at Smile.io, whose “empathetic nature” comes through there on the front line, where she’s working directly with customers AND impacting the employee experience.

2019 170

2019 2020 Leadership Consulting 170

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. HR Lifelines.

Engagement 75

Engagement Social Media Leadership Brands 75

SurveySparrow

OCTOBER 8, 2021

However, the fact remains that an organization is as successful as levels of employee engagement within it. . This is the reason why business organizations in contemporary times pay great heed to employee engagement strategies. Uniquely effective employee engagement ideas to drive retention.

Engagement 52

Engagement Social Media Financial 2025 52

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! In turn, response rates increase for surveys and other engagement offers.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. to the left) My response was: “That’s a blog post on its own! These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. It all started with a tweet. (to

Engagement 52

Engagement 2017 Feedback Innovation 52

Bold360

JULY 27, 2020

As the CXNext 2020 keynote (Redefining Engagement in a World Redefined) offered by Jeannie Walters and Adam Toporek makes clear, customers want frictionless, memorable and emotional customer experiences (CXs). An omnichannel approach to engagement gives customers the flexibility they prefer. Emotion Matters for CX.

Customer Engagement 52

Customer Engagement Engagement Touchpoint Customer Journey 52

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. Trends Shaping Customer Engagement & CEM.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Bold360

FEBRUARY 26, 2020

The post Perfecting Self-Service at Work Means Perfecting the Employee Experience appeared first on Bold360 Blog. For more, download the report: The State of User-Facing Knowledge and Knowledge Management in 2019.

Employee Experience 59

Employee Experience 2019 Document User Experience 59

One Millimeter Mindset

JANUARY 28, 2021

The type of outcomes which retain not only clients, but also your employees, as well. You just might find yourself quoted in my next blog post! Engage me to present a One Millimeter Mindset program! Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time.

Innovation 121

Innovation 2021 Leadership Consulting 121

Bold360

APRIL 30, 2020

That trend was happening pre-COVID-19, but the global pandemic has accelerated digital-first engagement to something we’re all calling “the new normal.”. Conversational AI is exactly what it sounds like: a computer program that engages in a conversation with a human. What’s the top service trend fueled by COVID-19?

Customer Engagement 66

Customer Engagement Engagement Omnichannel Interaction 66

Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Doing this successfully requires a centralized KB, one that your FSI employees and your digital tools can access to drive service success for customers.

Customer Engagement 52

Customer Engagement Engagement Banking 2019 52

Brad Cleveland Blog

JUNE 3, 2021

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience.

Employee Experience 26

Employee Experience Customer Experience Customers Contact Center 26

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Engagement and culture are different, but they affect each other.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

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. Here are the top ten.

Culture 114

Culture Customer Service Leadership Airlines 114

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. Let’s jump into the interview then.

Engagement 52

Engagement Employee Experience Culture Sports 52

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Engagement 68

Engagement White Paper Definition Consulting 68

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Deliver a great employee experience.

Brands 175

Brands Social Media Competitive Advantage Communication 175

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. Michael Lowenstein, Ph.D.,

Consulting 100

Consulting Employee Experience Leadership Culture 100

Beyond Philosophy

AUGUST 2, 2017

But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. The Difference Between Satisfied Employees and Employee Ambassadors.

2016 120

2016 Leadership Employee Experience 2017 120

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