PeopleMetrics
MAY 13, 2020
As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.
Experience Investigators by 360Connext
APRIL 23, 2024
CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. It’s time to make your case.
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PeopleMetrics
JULY 20, 2020
Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Communicate about which changes are being made.
PeopleMetrics
DECEMBER 12, 2019
Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers.
CX Journey
JANUARY 31, 2018
Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. Communicate. Communicate. Communicate. Keep communicating.
Beyond Philosophy
SEPTEMBER 11, 2014
They communicate well. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.
Beyond Philosophy
MARCH 5, 2015
Customers don’t like to be late, but they like to be lied to even less, so this kind of honesty and open communication strengthens the relationship because Customers know that Southwest is going to tell them the truth. View our books on Customer Experience here. Most importantly, however, they are honest and public about their problem.
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