Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Underlying employees’ willingness to converse openly is a solid foundation of trust in the organization and the entire work environment.

Culture 26

Culture Communication Multi-Channel E-support 26

Kerry Bodine

JANUARY 18, 2021

I think about the December 2019 Verge exposé about hip luggage brand Away , in which 14 employees told stories of being verbally abused, forced to work long hours without overtime pay, and denied requests for time off in order to catch up on an ever-growing backlog of customer emails.

2012 90

2012 2019 Books 2015 90

CSM Magazine

DECEMBER 1, 2021

Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment. Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day.

Magazine 64

Magazine 2013 2015 Culture 64

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

JANUARY 5, 2015

The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. Blogs Employee Experience'

Airlines 124

Airlines Webinar Books 2015 124

Talkdesk

SEPTEMBER 22, 2015

5 Reasons Great Employee Experience Leads to Great Customer Experience. According to Niraj Ranjan Rout of Business 2 Community , an employee-friendly workplace has a major impact on a customer-friendly business. Employees are the backbone of any company. September 19, 2015. COMIC OF THE WEEK.

Tourism 64

Tourism Magazine Call Center Poor Customer Service 64

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

Enalyzer

NOVEMBER 13, 2020

The Center for American Progress divided sexual harassment charges from 2005-2015 by industry. percent of sexual harassment claims filed to the EEOC from 2005 to 2015. Due to the overwhelming underreported cases of workplace sexual harassment, companies must be part of a cultural change to make it safer for employees to come forward.

2005 98

2005 2015 2006 Measurement 98

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. Develop employee personas.

Employee Experience 89

Employee Experience 2015 Workshop Customers 89

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience. During my time at 1-800-GOT-JUNK?

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Books Culture 68

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. It will be officially released on the 3rd October 2015.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Maz Iqbal

OCTOBER 9, 2014

Either because they have hit cultural glass ceilings …… or the ambition of their leaders has failed to match the rising expectations of UK consumers … This has meant that across all 263 brands analysed the overall improvement in performance was less than 1%. . And in turn impacts the customer experience.

2014 89

2014 Customer Experience 2013 Retail 89

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. It's the emotional connection or commitment that an employee has to the organization that then causes the employee to want to put forth the additional effort to ensure the organization and the brand succeed.

Engagement 81

Engagement Airlines Employee Experience 2015 81

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. His 2015 Talk is now at 2.1 And here is why he is awesome. He’s a two time two time TEDx talker. Thanks for that.

Leadership 98

Leadership 2015 Government Books 98

Tricia Morris

JULY 29, 2016

consumers surveyed about the customer experiences of more than 300 well-known brands, 1% of the 319 brands evaluated garnered an Excellent rating – a zero percent increase from 2015. Just 17% of the brands’ customer experiences ranked in the next-best category (Good), with the majority (59%) sitting at OK.

Customer Experience 57

Customer Experience 2016 Wireless Webinar 57

SurveySparrow

FEBRUARY 21, 2022

“Culture is a living, breathing entity that changes every day.”. That’s just one of the highlight lines from our conversation with Rachael Kelly on the healthy work culture and employee welfare. So, the very first reason to offer well-structured employee wellbeing programs is to keep them completely healthy. #2

Culture 52

Culture 2022 2021 Leadership 52

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Employee Engagement Reaches Three-Year High.” Blogs Employee Experience'

Engagement 104

Engagement 2006 Customer Experience 2012 104

PeopleMetrics

JUNE 16, 2015

The majority of participants (82%) believe that their companies do a good job of recognizing employees for all that they do in service of the customer experience. 7 in 10 say that the company shares customer feedback with employees. What The Numbers Imply. Ideas for Sparking Change. Build your burning platform.

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

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

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Customer experience and employee experience go hand-in-hand. Ease of Work.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Qualtrics

AUGUST 7, 2019

At that point in my career, in 2015, I was looking for an environment where I could truly be given an opportunity to take ownership and accelerate my career growth. At the time, I had no experience to take on a challenge like this, but given the company’s strong learning culture, John was willing to bet on me.

Management 36

Management Healthcare 2005 2007 36

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? What the Hell is Customer Experience? I look forward to an exciting 2015! customer experience customer experience journey journey map' Yvonne Woon.

2014 66

2014 Customer Experience 2015 Touchpoint 66

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CX Journey

NOVEMBER 24, 2015

It was published on their blog on May 29, 2015. Deliver a different experience to/for different people. Get the right people in the door - not just those folks who fit your culture or your values but also those who truly want to be there, for the right reason. I originally wrote today's post for Mattersight.

Customer Service 42

Customer Service Call Center 2015 Customers 42

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. And in the process, the LEGO Group is going to tie in improvements in employee experience to operational metrics like revenue, attrition and productivity.

Definition 47

Definition 2015 Insights Metrics 47

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

JANUARY 30, 2019

On BuzzFeed’s culture: we take a lot of care to ensure that what we’re doing feels authentic, tailored, and appropriate for the culture. But, to people in each of those different parts of the company, we take a lot of care to ensure that what we’re doing feels authentic, tailored, and appropriate for the culture.

Culture 20

Culture Leadership 2017 Advertising 20

CX Journey

JULY 21, 2015

It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? Yves and his colleagues at BCG created this concept of "smart simplicity" to help overcome the complexities of organizations and the resultant employee experience/disengagement. Something's got to give. We need a solution.

Engagement 84

Engagement 2015 Employee Experience Consulting 84

CX Journey

FEBRUARY 16, 2016

It was published on their blog on September 17, 2015. That experience works for them, for their culture and for their customers. Design your own culture and your own customer experience - based on what your employees and your customers want, respectively. Not all experiences are created equal.

Customer Experience 50

Customer Experience Innovation Culture 2015 50

TechSee

JANUARY 25, 2023

He rejoined Oracle in November 2020 having previously worked for the company in 2015-16 after the acquisition of TOA Technologies (now Oracle Field Service). He leads the business unit dedicated to supporting and strengthening field service organizations, enabling them to deliver outstanding customer and employee experiences.

2023 41

2023 Management Automotive Leadership 41

CX Journey

DECEMBER 4, 2015

It was published on their blog on June 18, 2015. Are your employees working hard, working smart, or both? I've previously written about employee effort and employee empowerment. In this post, I'll tackle employee efficiency. Culture : think about your workplace culture.

Culture 37

Culture 2015 Metrics Feedback 37

Feedbackly

SEPTEMBER 26, 2018

A study by Forrester found that CX leaders delivered compound annual revenue growth rates (CAGR) of 17% compared to just 3% for CX laggards in the period of 2010 to 2015. This alone should be enough for companies to invest in their customer experience. Revenue Growth. Companies with good leadership tend to be more CX focused.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. And in the process, the LEGO Group is going to tie in improvements in employee experience to operational metrics like revenue, attrition and productivity.

Definition 20

Definition 2015 Insights Metrics 20

Qualtrics

JANUARY 23, 2020

The 2015 Cone Communications Millennial CSR Study found that more than 9 in 10 millennials would switch brands to one associated with a cause. CSR, employee engagement and attracting talent. A thriving CSR program is one that’s closely tied to the culture of a company, as well as being in the letter of its policies and guidelines.

2025 26

2025 Consumers 2011 Definition 26