InMoment XI

DECEMBER 21, 2021

More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. The key is to focus on developing and supporting employees so that they, in turn, focus on the customer.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Think Customers

MAY 7, 2024

We’re thrilled to announce our new thought leadership partnership with the European Customer Experience Organization (ECXO) , a leading CX business network that empowers leaders, people, and organizations in Europe and around the world to collaborate, discuss, generate brand awareness, learn, and grow.

Leadership 52

Leadership Events Employee Experience Innovation 52

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. Connect with Gregg on his platforms: Website.

Leadership 52

Leadership Culture Books Airlines 52

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. There’s no such thing as the perfect brand. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector.

Brands 36

Brands Retail Culture Leadership 36

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Net Promoter Score Culture Technology 52

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

inmoment

JUNE 28, 2019

What do you think of when you hear “radical innovation?” The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Technology 40

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day. They no longer compare you to direct competition but to the best experience they have from any company or brand.

2024 80

2024 Article Customer Service Government 80

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. What is your budget, and how does this vendor align with it?

ROI 260

ROI Net Promoter Score Webinar Financial 260

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Innovations and Forecasting. Keep your Customer Experience Mission Statement top-of-mind by including this statement as part of the template for the meeting agenda. . A typical agenda will include: CX Mission and Goals.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ReviewTrackers

APRIL 10, 2020

That’s why employer branding has increasingly become a key area of focus for organizations. Here are some stats that highlight the growing importance of having a strong employer brand : 94 percent of candidates are likely to apply to a job if a company actively manages its employer brand. Understanding of Value Proposition.

Brands 73

Brands Social Media Leadership Feedback 73

BlueOcean

DECEMBER 13, 2022

In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both).

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. The discussion around how to reduce customer service costs is not a new one. Eliminate evening and weekend hours? Limit call times to 3 minutes each?

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Great customer experience means better business results. Consistency.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience E Commerce Travel 197

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. I believe we can have even more impact in the world,” said Real. About Strativity.

2003 98

2003 Consulting Innovation Leadership 98

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Used the right way, it may even help you create more tailored and personalized customer experiences! million ratings on more than 3,000 brands.

Article 60

Article Customer Service 2023 Loyalty Programs 60

Qualtrics

FEBRUARY 17, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see employee experience (EX) sessions at this year’s X4. Hear inspirational stories and thought leadership that will give you plenty to take back to your organization. What’s new in EX?

Employee Experience 29

Employee Experience 2020 Leadership Events 29

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

Beyond Philosophy

JULY 4, 2016

CMC Thought Leadership Principal, Beyond Philosophy. All things digital and innovative, especially mobile access and communication, is now consuming both attention and resources at many organizations. Digital innovation in banking can be seen in the transformative way people transact and organize their finances. Brand Equity.

Banking 90

Banking Retail Brands Customer Centricity 90

BlueOcean

AUGUST 20, 2020

What’s the Employee Experience Really Like? That’s a partner that trusts their people, that’s confident in their employee experience, that is committed to transparency with their clients. Are employees relaxed and at ease? Does the group include both tenured and newer employees? Is diversity a priority?

Reference 156

Reference Customer Care Culture Leadership 156

ReviewTrackers

MARCH 14, 2018

That’s why employer branding has increasingly become a key area of focus for organizations. Here are some stats that highlight the growing importance of having a strong employer brand : 94 percent of candidates are likely to apply to a job if a company actively manages its employer brand. Understanding of Value Proposition.

Brands 50

Brands Social Media Leadership Feedback 50

ReviewTrackers

MARCH 14, 2018

That’s why employer branding has increasingly become a key area of focus for organizations. Here are some stats that highlight the growing importance of having a strong employer brand : 94 percent of candidates are likely to apply to a job if a company actively manages its employer brand. Understanding of Value Proposition.

Brands 50

Brands Social Media Leadership Feedback 50

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! Gratitude generates gratitude.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Beyond Philosophy

AUGUST 2, 2017

But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. 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. The Difference Between Satisfied Employees and Employee Ambassadors.

2016 120

2016 Leadership Employee Experience 2017 120

ShepHyken

APRIL 28, 2020

For this to work, managers must trust their employees to do their job and focus on the things that matter. If they do, often employees will come up with more innovative solutions to get their work done. Humanize the remote working experience. Asynchronous work is a huge benefit of working from home.

Contact Center 65

Contact Center Innovation Communication Employee Experience 65

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. 4) There is little recognition that employees, like customers, have a defined life cycle.

Consulting 100

Consulting Employee Experience Leadership Culture 100

PeopleMetrics

FEBRUARY 18, 2021

to ensure that their problems are resolved and increase the likelihood that they'll return to, and ultimately advocate for your brand again and again. Watch on YouTube. ?

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. Sometimes the customer-focused “way” is seen as a brand within a brand. It’s not enough to say it – how is your brand living it? Get our free Customer Experience Mission Statement Workbook here. Where does this organizational magic come from?

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Happy or Not

JUNE 13, 2023

By improving employee engagement through initiatives such as creating a positive work environment, providing opportunities for growth and development, and fostering strong leadership, organizations can unlock the full potential of their employees and achieve better performance outcomes.

Engagement 36

Engagement Culture Customer Satisfaction Innovation 36