ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It starts at the level of the employee experience. As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. They make us feel seen and heard.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

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

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. Download Now.

Banking 26

Banking Employee Experience Connections Net Promoter Score 26

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. One of the most important things a good journey map can do is connect the employees of an organization to the customer. Change Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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

Bold360

DECEMBER 10, 2020

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. Instead, they should look at how their customers and employees are using the technology, what they want to do with the technology, and drive their next steps from that point.

Engagement 52

Engagement Employee Experience Roadmap Technology 52

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. While “loyalty” is generally a term associated with marketing, organizational behavior and employee development are not.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. So many companies still fail to recognize that important connection, to the ultimate detriment of the business. Why is the customer experience so bad? Why is the customer experience so bad?

Engagement 81

Engagement Airlines Employee Experience 2015 81

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. 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:

Download 185

Download Chief Customer Officer Workshop Books 185

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

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% Those question are: 1) Really? correlation.

Engagement 104

Engagement 2006 Customer Experience 2012 104

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. Employee Outreach.

Engagement 75

Engagement Social Media Leadership Brands 75

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. And, close any necessary gaps in the plan regarding the employee and customer experiences.

Connections 52

Connections Contact Center Communication Definition 52

inmoment

APRIL 7, 2020

There’s been a lot of discussion about how to interact with customers during this uncertain time, but another topic calls for some serious conversation: how do brands engage with their employees? Here are four key ways that brands can help their employees feel cared for and engaged during this pandemic: Key #1: Listen To Them.

Engagement 52

Engagement Brands Connections Webinar 52

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

SurveySparrow

OCTOBER 7, 2020

Engaged employees are productive hard workers who are positive and passionate about their organization. After all, happy employees equal happy customers right! Let’s take a look at why employee engagement surveys and employee experience management are crucial. Multiple Choice Question.

Engagement 59

Engagement Net Promoter Score Culture Employee Experience 59

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. Engage employees.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. Commitment is an essential element of linking the two experiences.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

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

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

SurveyGizmo

FEBRUARY 14, 2023

First-to-market features drive deeper engagements to increase customer adoption, retention, growth, and advocacy. February 14, 2023 – Alchemer – a global leader in experience management and enterprise feedback technology – today announced the launch of Alchemer Workflow. To read Alchemer CEO David Roberts’ blog, click here.

Feedback 52

Feedback 2023 Customer Retention Connections 52

SurveySensum

FEBRUARY 29, 2024

Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success. But the sad part is, that only 23% of employees feel truly engaged at work.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

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. Connect the Employee Experience to the Customer Experience. Employees are the key to any successful CX endeavor within an organization.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

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

AUGUST 9, 2016

Further, companies using their communities for value and experience research can link results to projected, segmented customer profitability, a tremendous benefit. In what Harley Manning and Kerry Bodine call the “Customer Experience Ecosystem”, engaging employees who are both visible to customers and those behind the scenes (i.e.,

Connections 60

Connections Insights Social Media Banking 60

Hallmark Business Connections

OCTOBER 27, 2020

Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections. To do their part in reversing this epidemic, brands must care enough to ensure customers receive the human courtesy of interaction and engagement when they need it.

Airlines 98

Airlines Telecommunications Social Media Connections 98

Beyond Philosophy

DECEMBER 5, 2017

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.” These employees start their work day, they perform their job at acceptable levels, and they go home.

Engagement 68

Engagement White Paper Definition Consulting 68

Beyond Philosophy

JANUARY 24, 2018

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. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

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

SurveyGizmo

MAY 12, 2020

Staying connected to your employees is critical. Soon, managing the complexity of employees returning to work will be just as critical. We’ve created two free surveys – The Employee Connection Pulse and The Return To Work Assessment – to help our customers engage with employees until it’s time to go back into the office.

2020 81

2020 Employee Experience Feedback Connections 81

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. By listening to them and acting, you improve employee engagement and what the VOE is saying.

CEM 148

CEM Reference Employee Experience Books 148

Daniel Group

NOVEMBER 20, 2023

In this blog, I explore B2B industry culture and offer suggestions to improve it. Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. Things often fall down once an employee finishes their coffee or the pool game and returns to work with other employees.

Culture 52

Culture B2B 2005 Definition 52

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy?

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

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. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114