Customer Bliss

DECEMBER 4, 2018

.” [Learn more about cutting down on the fine print in your paperwork, in this recent blog post.]. #2: 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: Follow me on LinkedIn or Facebook or subscribe to the blog.

Download 185

Download Chief Customer Officer Workshop Books 185

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.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

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

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

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. The battleground for brand loyalty remains: The customer experience. Zoom, Microsoft Teams, etc.).

Connections 52

Connections Contact Center Communication Definition 52

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.

Culture 114

Culture Customer Service Leadership Airlines 114

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

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. That’s the only way an organization can begin a continuous learning process and start to realize the full benefits of delivering exceptional customer experience.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

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. Employees, though, are critical stakeholders in the delivery of experience value.

Consulting 100

Consulting Employee Experience Leadership Culture 100

Beyond Philosophy

AUGUST 9, 2016

CMC Thought Leadership Principal, Beyond Philosophy. An excellent example of an organization which drives customer and employee advocacy through social engagement is TD Bank. As she has stated, “We wanted to give a voice to our employees and open up two-way conversation.” Michael Lowenstein, Ph.D.,

Connections 60

Connections Insights Social Media Banking 60

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

Qualtrics

FEBRUARY 27, 2019

Hear from Samantha Hammock , the Chief Learning Officer at American Express, about how they’re enabling great feedback, prioritizing leadership development for all, preparing for the future of work, and more. After that experience, I transitioned to HR and I’ve been there ever since — and, I can’t imagine being in any other function.

Leadership 37

Leadership Feedback Books Culture 37

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles.

Management 156

Management Social Media Call Center Connections 156

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” Not generally.

Books 52

Books Employee Experience Leadership 2021 52

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. Employees are just like Customers in that they are at their best at work when they are Happy and Pleased. Hire People with a High EQ.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Stella Connect

NOVEMBER 16, 2021

It would be an understatement if I said that 2021 has been a challenging year when it comes to employees – remote work , returning to the office, finding jobs, changing jobs, finding employees, ghosting, turnover, wages, raises, the Great Resignation, and on and on. Let me start by defining employee experience.

2021 100

2021 Definition Culture Employee Experience 100

Beyond Philosophy

FEBRUARY 2, 2015

In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name. If you enjoyed this post, you might be interested in the following blogs: Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Marketing 166

Marketing CEM 2014 Books 166

CXApp

AUGUST 21, 2018

This activity deserves to be a priority as it can lead to some truly unique connections. However, before you can focus on a forward-facing customer experience, you have to look inward. Crafting an engaging employee experience (EX) must come first. Once hired, is your average worker’s experience positive or negative?

Customer Experience 40

Customer Experience Employee Experience Social Media Leadership 40

Integrity Solutions

NOVEMBER 22, 2022

People, training and processes are all part of this assessment, as are your leadership, their coaching abilities and their attitudes and beliefs. Strategic leadership coaching is crucial for organizations that desire to grow through and in spite of the Great Reshuffle and the Silent Quitters. Who Needs Workplace Coaching?

Banking 79

Banking Culture Engagement Leadership 79

SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. Following top hr influencers is a terrific way of building communication with their connections. Because there’s no fun reading without it!

Social Media 98

Social Media Seminar 2021 Blog 98

Beyond Philosophy

OCTOBER 20, 2014

The Ball and Chain: These employees are risk averse and will seed any new idea with doubt, often playing the role as “devil’s advocate,” causing others in the organization to waffle on taking on new ventures. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 117

Culture CEM Employee Experience Reference 117

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. That couldn’t happen without impeccable leadership. Gainsight congratulates Confluent’s leadership for their pioneering strides in what is essentially a new category. It means improving connections!

2022 52

2022 Chief Customer Officer Innovation Connections 52

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. Authors: Jeane Bliss | Buy the book here ”This is the book I wish I’d had on my desk when I led customer experience for major corporations.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

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

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Calabrio

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences.

Contact Center 40

Contact Center Employee Experience Innovation Connections 40

Beyond Philosophy

OCTOBER 21, 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. Employees are just like Customers in that they are at their best at work when they are Happy and Pleased. Hiring Customer-Ready Employees.

Social Media 92

Social Media Customer Centricity Books Culture 92

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. Employees, though, are critical stakeholders in the delivery of experience value.

Culture 68

Culture Leadership Consulting Employee Experience 68

Beyond Philosophy

JANUARY 10, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Employees, though, are critical stakeholders in the delivery of experience value. Michael Lowenstein, Ph.D.,

Travel 60

Travel Leadership Culture Consulting 60

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Presently, if I’m going to take an active role (especially a leadership one) in any new endeavor, I must ensure it passes the “why test.” Especially in today’s ultra-connected economy, your reputation is worth far more than your resume.

Fashion 203

Fashion Presentation Leadership Books 203

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. And, since we’re on the topic of building…. Your talent holds your CX up.

Culture 59

Culture Employee Experience Insurance Government 59

Beyond Philosophy

NOVEMBER 2, 2014

The Ball and Chain: These employees are risk averse and will seed any new idea with doubt, often playing the role as “devil’s advocate,” causing others in the organization to waffle on taking on new ventures. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 74

Culture Employee Experience Reference Books 74

Beyond Philosophy

OCTOBER 21, 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. Employees are just like Customers in that they are at their best at work when they are Happy and Pleased. Hiring Customer-Ready Employees.

Social Media 68

Social Media Customer Centricity Books Culture 68

Natalie Petouhof

AUGUST 5, 2015

Jive Circle is a secure app for employees to quickly search and discover other employees in their organization. Jive Circle seamlessly integrates with the Jive Chime real-time messaging app, which provides employees a fast way to connect with colleagues. Jive Circle, is driving innovation in the way employees connect.

Connections 59

Connections Employee Experience Innovation Customer Experience 59

inmoment

JUNE 22, 2020

What follows is a discussion of five powerful methods that companies can use to stay connected to their furloughed employees. Today’s conversation will cover: Employee Outreach. Employee Outreach. This strategy helped stabilize employee morale and ensured a positive impression of the brand. HR Lifelines.

Engagement 75

Engagement Social Media Leadership Brands 75

Beyond Philosophy

NOVEMBER 14, 2017

CMC Thought Leadership Principal, Beyond Philosophy. In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. Michael Lowenstein, Ph.D., That said, they’ve proven to be pretty good at it.

Airlines 87

Airlines Culture Consulting 2018 87

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60