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. Benefits might include cost savings and other efficiencies.

CEM 65

CEM Management Government Culture 65

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Employee Ambassadorship Can Recruit Your Generation Z Workforce.

2016 113

2016 Social Media CEM Employee Experience 113

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. Consider the employee environment at Google. What is affecting one will affect the other.

CEM 148

CEM Reference Employee Experience Books 148

Beyond Philosophy

MARCH 5, 2015

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

B2B 114

B2B Customer Experience Employee Experience Customers 114

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Clarabridge

NOVEMBER 30, 2016

But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. The employee experience. Are your employees happy? If your employees are miserable, their dissatisfaction will bleed over into the service they provide your customers.

Customer Experience 74

Customer Experience CEM Employee Experience 2016 74

Beyond Philosophy

SEPTEMBER 11, 2014

In my experience, banks don’t ever put the customer first. We talk a lot about the emotional side of the experience and how important it is to evoke the right ones for your customers. It is important that your employee experience evokes the right emotions also. Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

JANUARY 28, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. The post My First 90 Days: The Secrets You Must Know About Your New Job appeared first on Beyond Philosophy.

CEM 146

CEM Books Webinar Customer Centricity 146

Beyond Philosophy

OCTOBER 20, 2014

Furthermore, employee training should include a way to identify different types of customers and adapt their Customer experience in a way that best addresses their type’s needs and expectations for the experience. Define your desired Employee experience. Blogs Employee Experience Thought Leadership'

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture 161

Culture Loyalty Employee Experience Customer Experience 161

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. . < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

FEBRUARY 2, 2015

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience 124

Customer Experience Innovation Employee Experience Customers 124

Beyond Philosophy

OCTOBER 20, 2014

Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. Now obviously this is easy to do when the toxic employee is brazen about it. It is more complicated, however, when an employee is more secretly toxic.

Culture 117

Culture CEM Employee Experience Reference 117

Innovative CX

FEBRUARY 26, 2019

The CX professionals have titles like Customer Insights Analysts; Voice of the Customer Program Manager; VPs, Directors, Managers of Customer Experience; Directors of Market Research; Member or Patient Experience Leader; Employee Experience Adviser, CXO and CX Evangelist to name a few. What’s in a name? What’s in a name?

CEM 40

CEM Customer Experience Professionals ROI Webinar 40

Clarabridge

NOVEMBER 30, 2016

But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you. The employee experience. Are your employees happy? If your employees are miserable, their dissatisfaction will bleed over into the service they provide your customers.

Customer Experience 40

Customer Experience CEM Employee Experience 2016 40

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 75

ROI Net Promoter Score CEM 2014 75

CX Journey

DECEMBER 26, 2014

Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things. As you start to think about the strategies and steps involved in CEM, you realize that it is a change management process in and of itself. Changes must become a part of your DNA.

Management 63

Management CEM 2014 Employee Experience 63

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. If you would like to follow Beyond Philosophy click here.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ShepHyken

MAY 20, 2019

The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together. My Comment: We start this week’s roundup with an article that has a focus on the employee experience.

Article 22

Article 2019 Customer Service CEM 22

CloudCherry

AUGUST 9, 2018

Even traditionally non-customer facing departments like HR can offer insight into the employee experience. After the customer journey is designed, brands can begin to measure the customer’s experience across each touchpoint. Gaining a 360 view of the customer.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

SurveySparrow

OCTOBER 12, 2020

360 Degree Feedback: Measure and manage employee experience journey with 360 degree feedback software. Use the employee portal to track all the activities and performance of each employee in your organization. Airtable CRM vs SurveySparrow CEM. And, this is where the CEM comes to the rescue.

CEM 52

CEM Net Promoter Score NPS Customer Relationship Management 52

SurveySensum

APRIL 21, 2023

SurveySparrow Surveysparrow is a complete omnichannel experience management platform. It specializes in customer, product, and employee experience. It’s a customer experience management (CEM) platform that helps businesses enhance their customer experience and drive growth.

Multi-Channel 52

Multi-Channel 2023 Feedback Social Media 52

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices.

White Paper 160

White Paper 2014 2015 2012 160

SurveySparrow

OCTOBER 22, 2020

It’s essential to gauge your customer’s onboarding experience. As a product manager if you want to improve your customer experience, then SurveySparrow’s CEM or Customer experience management software is the best pick for your business. Anyway, SurveySparrow is not only a survey tool.

Management 59

Management Net Promoter Score CEM Social Media 59

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

SuiteCX

DECEMBER 22, 2015

Bottom line, companies will need to improve the employee experience in order to improve the customer experience. Customer Experience will become more integrated into an organization’s DNA. Organizationally, CEM teams tend to come from the Marketing and Service departments.

2016 40

2016 Customer Experience CEM 2015 40

Customer Alignment

DECEMBER 18, 2017

Implementation of voice of customer (VOC) programmes and platforms also known as Customer Experience Management (CEM) and NPS programmes in companies, large and small, has helped organisations collate and shape their customer feedback – and go out and get more.

2017 45

2017 2018 Chief Customer Officer NPS 45

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Financial 144

Financial White Paper Books Airlines 144

CX Journey

SEPTEMBER 30, 2014

Is the employee experience - customer experience connection real? Last week, I had the pleasure of joining Sue Bethanis of Mariposa Leadership to talk about that very connection and the importance of putting the employee first in your customer experience strategy. customer experience employee experience'

Employee Experience 63

Employee Experience Connections Customer Experience CEM 63

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 103

B2C B2B Metrics Competitive Advantage 103

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. customerexperience #cx #cem #culture #companyculture. __. Is there such a thing as a single company culture?

Culture 52

Culture Leadership Measurement CEM 52