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. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

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

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. 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.” Only a culture of stakeholder-centricity can be defined in that way.

Culture 83

Culture 2002 Customer Centricity 2007 83

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

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. Cultural readiness for stakeholder-centricity. Cultural readiness for employee ambassadorship.

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

CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Cultural readiness for stakeholder-centricity. Cultural readiness for employee ambassadorship.

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

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie. Your focus is on customer and employee experience. Episode Overview. Carol Pudnos is one of those.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

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

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

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

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

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

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space. If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Michael Lowenstein, Ph.D.,

2006 68

2006 2012 Consulting 2017 68

SurveyGizmo

JUNE 19, 2018

As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. 

Related: 3 Steps To Creating a Winning Employee Experience. Culture/Inclusion. Overall satisfaction with company culture.

Healthcare 49

Healthcare Engagement 2025 2010 49

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

Qualtrics

NOVEMBER 19, 2019

“HR is not just about compliance; it’s about shaping an experience for people.”. I think a key underrated leadership quality is curiosity. Any company can be the next Google or Apple with the right people, culture, and set of HR practices in place. My advice to newcomers in the Employee Experience world?

2020 31

2020 Management Chief Customer Officer Healthcare 31

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

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

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

ijgolding

DECEMBER 1, 2017

It is an exploration of companies who excel at delivering amazing employee experiences. Whilst the executive had pre-conceived notions of ‘putting the customer first’, he realises that establishing the right culture and ‘putting the employee first’ is the most important thing. I therefore decided to write about it.

Books 59

Books Insurance 2018 Customer Centricity 59

Beyond Philosophy

DECEMBER 12, 2017

CMC Thought Leadership Principal, Beyond Philosophy. 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). .

Culture 60

Culture Customer Experience Apparel 2017 60

CX Journey

SEPTEMBER 5, 2017

Simply follow that hashtag, and chime in with your thoughts, answers, experiences, best practices, etc. It begins on Wednesday, September 6, 2017. Here's what you need to know: #CXchat will take place on Twitter every Wednesday at 11am PT.

2017 45

2017 Customer Experience Professionals Books Customer Experience 45

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Qualtrics

JUNE 27, 2019

From starting as an Account Executive, I moved into SDR Leadership in January of 2017, and more recently into quota carrying sales management. Speaking with Jason Nelson, who was moving out to Australia to start Qualtrics Employee Experience, and learning that I was in line to be the first APJ Employee Experience Account Executive.

Sales 36

Sales Employee Experience 2017 2018 36

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. I joined in 2017, the same year Madeline joined, so about four years here. Kirk: 2012, yeah.

2001 62

2001 2012 Feedback Books 62

SurveySparrow

APRIL 28, 2022

We’ll explore different employee satisfaction survey examples, but up first, let’s see what makes up this survey? 10 Employee Satisfaction Survey Examples. That’s the cost American companies pay for their disengaged and dissatisfied employees. This figure is from 2017, and we’re in 2021 – the post-pandemic world.

Seminar 52

Seminar Culture Events Leadership 52