Customer Alignment

DECEMBER 18, 2017

This was the first time we heard of how experiences, rather than product or service, are a distinct economic offering. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. What did we hear, what did we see? Othello ) So, there was much talk.

2017 45

2017 2018 Chief Customer Officer NPS 45

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. IBM and Globoforce (2017) note that organizations must pay attention to three vital areas.

2009 52

2009 White Paper 2024 Financial 52

Beyond Philosophy

DECEMBER 12, 2017

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). Wine and beers shops inside the store.

Culture 60

Culture Customer Experience Apparel 2017 60

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

John Paul

OCTOBER 1, 2019

This month we are pleased to introduce Nathalie Flemens, a Senior Talent & Culture Manager in Miami: she gives us insights about what she does every day and what she likes about John Paul! As Senior Talent & Culture Manager, my overall responsibilities support the employees throughout John Paul North America.

Culture 40

Culture Management 2017 Travel 40

SurveySparrow

NOVEMBER 2, 2021

Only 60 firms that were on the Fortune 500 list in 1955 remained in the 2017 list. One of the biggest – unhappy employees. Yes, one of the biggest reasons 9 out of 10 such firms are gone or merged is because they couldn’t keep their employees motivated and satisfied. What Exactly Is A Toxic Work Culture? The reason?

Culture 52

Culture 2021 Communication Innovation 52

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

Customer Bliss

AUGUST 17, 2017

She said that excessive rules go against the “sticky culture” of a great team, one on which people appreciate one another and their respective contributions. Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. Make your own Amazon joke here.).

Airlines 191

Airlines Culture 2017 Books 191

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience.

Culture 0

Culture Employee Experience Leadership 2017 0

ReviewTrackers

MAY 15, 2020

7: Organizations that prioritize employer brand are 130% more likely to see increases in employee engagement. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. Online reviews and brand reputation matter to job seekers.

Brands 123

Brands 2017 2013 2014 123

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? It’s urgently needed!

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111

2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

AUGUST 2, 2017

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. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

2016 120

2016 Leadership Employee Experience 2017 120

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Culture 68

Culture Leadership Consulting Employee Experience 68

Innovative CX

SEPTEMBER 14, 2023

In Dan Pontefract’s article, Stop Confusing CSR with Purpose , Forbes, 2017, he states, “The Financial Times defines corporate social responsibility as “a business approach that contributes to sustainable development by delivering economic, social and environmental benefits for all stakeholders.”

Management 52

Management Definition NPS Financial 52

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

ViiBE Blog

FEBRUARY 18, 2020

77% of customers admit a willingness to switch brands more readily than in previous years, and 61% report that they did change brands or providers for at least one service in 2017. 84% of customers affirm that a positive customer service experience is what matters the most. Empower your employees. Putting it into practice.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

Beyond Philosophy

MAY 3, 2018

After all, when there are fewer places to work, fewer places where specific industry skills are valued, then why should the company create better wages and work cultures for employees? Reducing competition can have a similar effect on Customer Experience. How big is too big to care about Customer Experience?

Wireless 113

Wireless 2018 2017 2002 113

SurveySparrow

SEPTEMBER 23, 2020

On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! Smooth employee journey and serene employee experience. What is Employee Experience Journey Mapping? The reason?

Employee Experience 59

Employee Experience Customer Journey Mapping Feedback Culture 59

SurveyGizmo

JULY 23, 2018

One experience cannot be truly successful without the success of the other. One employee experience challenge that many organizations are facing is workplace bullying, creating toxic workplaces and causing employees to seek employment elsewhere. But with incivility, that's culture. A staggering 60.4

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

CX Journey

DECEMBER 21, 2016

Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. If you don't have a leadership team who supports and drives a customer-centric culture, forget it; it won't happen. And let's see if you make it to the Nice List in 2017.

Culture 62

Culture 2014 Employee Experience 2017 62

Second to None

APRIL 11, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by CMSWire on April 11, 2018: “Delivering strong customer experiences (CX) ties directly to your bottom line. Ties Between Employee and Customer Experience. If done right, it allows employees to focus on other things.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

CX University

JULY 9, 2018

Driving Employee Retention at the Point of Influence – USAA. Our member experience can’t be any greater than our employee experience because our employees serve our members.” Cecilia Pardo AVP, Employee Experience, USAA. The average turnover rate for employees in the United States is 2.7

Leadership 68

Leadership Insurance Engagement 2018 68

Innovative CX

MARCH 12, 2021

In Dan Pontefract’s article, Stop Confusing CSR with Purpose , Forbes, 2017, he states, “The Financial Times defines corporate social responsibility as “a business approach that contributes to sustainable development by delivering economic, social and environmental benefits for all stakeholders.”

Definition 52

Definition NPS Financial 2017 52

Innovative CX

FEBRUARY 25, 2021

In Dan Pontefract’s article, Stop Confusing CSR with Purpose , Forbes, 2017, he states, “The Financial Times defines corporate social responsibility as “a business approach that contributes to sustainable development by delivering economic, social and environmental benefits for all stakeholders.”

Definition 52

Definition NPS Financial 2017 52

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

Thematic

JULY 21, 2023

‍ Anton: You've recently announced that Thematic has partnered with Woolworths Group to assist them in boosting their customer and employee experience via AI feedback analysis. They also loved our culture of innovation, which matches how Woolworths themselves like to operate, despite being a large company.

Feedback 62

Feedback Net Promoter Score Consulting NPS 62

Customer Bliss

NOVEMBER 22, 2016

because this is the time of year people often take stock and try to set goals for 2017. My specialty is bringing the customer journey to life inside the enterprise, empowering employees and transforming the culture. Your focus is on customer and employee experience. About Carol.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience.

Customer Service 65

Customer Service Customer Journey Customer Centricity Entertainment 65

Beyond Philosophy

DECEMBER 20, 2016

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience. That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Calabrio

JULY 25, 2019

They’re the ones truly driving the future of workforce optimization (WFO) and bringing to life more modern, better-engaged customer and employee experiences. That’s why we launched our customer awards program in 2017: to recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond.

Contact Center 61

Contact Center 2018 2019 Innovation 61

Customer Alignment

APRIL 20, 2017

Although Customer Experience itself has been a key focus for companies, many are now realising that intrinsically linked to this is Employee Experience which plays just as important a part but is often neglected.

Multi-Channel 40

Multi-Channel 2016 Customer Centricity 2017 40

Customer Alignment

FEBRUARY 16, 2018

87% of organisations cite employee engagement as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. People do like to share their story and their experience.

Insights 80

Insights Customer Experience Feedback Fashion 80

Russel Lolacher

JANUARY 10, 2023

He’s a TEDx speaker, and recipient of the 2017 Outstanding Career Professional Award from the career professionals of Canada. What’s your best or worst employee experience, sir? Wow, best or worst employee experience? Cultural norms are changing. JP on Twitter. JP’s talk at TEDxKanata.

Culture 52

Culture Connections 2017 Employee Experience 52

Beyond Philosophy

DECEMBER 20, 2017

If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer.

2006 68

2006 2012 Consulting 2017 68

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

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. I originally wrote today's post for HappyOrNot.

Engagement 52

Engagement 2017 Feedback Innovation 52