Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. These are investments focused on your employees. CX Can Create Better Days for Your Employees.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. The seven pillars for a great workplace culture. Youtube Channel. KEY TAKEAWAYS.

Culture 52

Culture Books 2004 Employee Experience 52

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. In addition, Jon produces a monthly podcast – Watch This Space – which is a regular feature in his monthly newsletter, JAA’s Communications and Collaboration Review.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

BlueOcean

MAY 5, 2023

How does your culture support agent retention? In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. What does their internal communication look like? How do they convey employee appreciation? How do they follow up on employee feedback?

Customer Care 156

Customer Care Contact Center Government Culture 156

BlueOcean

OCTOBER 8, 2021

They carefully planned the logistics of installation, a communication plan for the roll-out, and an updated billing cycle to accommodate customers—they even arranged for trucks to circulate in areas of need to answer questions and hand out water-saving showerheads. Tapping into Customer Personas.

2021 177

2021 Customer Experience Contact Center Government 177

ShepHyken

AUGUST 21, 2020

The challenge lies in understanding today’s changing reality and employees and customer insights and needs, so that you can equip your people with the right skills and tools. Revise culture starting with the C-Suite. Nothing is static, thankfully. Now You Are Ready to Respond to Change and Challenges.

Customer Experience 246

Customer Experience Culture Government Innovation 246

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

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

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee. But culture doesn't just happen, either.

Culture 34

Culture Events Government Communication 34

Customer Bliss

NOVEMBER 29, 2016

The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

Russel Lolacher

AUGUST 1, 2022

So many questions, especially its impact on the employee experience. So I want to get into that, but but I can’t, because I have to ask you another question first, which is, what’s your best or worst employee experience? Oh, accessibility in the workplace. Stephanie Cadieux. Russel Lolacher.

Government 98

Government Culture Definition Employee Experience 98

Kayako

FEBRUARY 28, 2019

A Customer Experience vision aligns with the corporate vision, or, better yet, they may be one and the same. Culture: values, mission, vision, purpose, brand promise. Culture = values + behavior. Make sure that your values are not only defined but communicated to employees on a regular basis. Employee experience.

Customer Experience 48

Customer Experience Government Competitive Advantage Employee Experience 48

CX University

SEPTEMBER 18, 2018

In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1. focuses employees at all levels on the customer, and 3. Conclusions: Tie competitive advantage to employee engagement.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

SurveySparrow

OCTOBER 19, 2021

With the whole idea of a workplace evolving over the years, little has remained the same with employees. Employees are now more etched into the dynamics of an organization. This is where employee experience (EX) has taken the center stage. And when they get it right, it heightens the employee experience.

Touchpoint 52

Touchpoint Employee Experience Government Engagement 52

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Employer communication is the most credible source of information during times like this. Take action.

Government 119

Government Communication Employee Experience Article 119

CX Journey

FEBRUARY 27, 2015

If leaders don''t define the vision, communicate the brand promise, and outline what success looks like, employees can''t be expected to deliver on it. A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. How will you transform to a customer-centric culture?

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

Qualtrics

JANUARY 2, 2019

It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Win: Connected Government Act passes.

Government 20

Government 2018 2019 Customer Experience 20

CSM Magazine

DECEMBER 28, 2021

The passion, enthusiasm and commitment to excellence demonstrated by engaged employees will be infectious to customers and produce the competitive differentiator so critical to the organization’s long-term success. Peter Drucker made this quote famous and it is certainly true in this context – “Culture eats strategy for breakfast.”

Engagement 59

Engagement Customer Experience Culture Government 59

West Monroe

JANUARY 30, 2019

Therefore, it is crucial to stay laser-focused on communicating the transformation value to your key stakeholders during the Enact stage to keep them engaged and on board. Create a CX Governance. There are some key elements to creating and running a good system for CX governance and, therefore, CX transformation.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Experience Investigators by 360Connext

OCTOBER 13, 2020

When we understand and communicate the actions that drive the numbers, it becomes easier to adjust those actions, implementing more of what works and less of what doesn’t. Journey maps can be powerful communication tools. Reactive CX: Treating Customer Service as Separate From Customer Experience.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

ClearAction

FEBRUARY 13, 2023

Even the entertainment and end-to-end fan experience are highly coordinated orchestrations. In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. In competitions like the Super Bowl and World Cup, every player knows how they contribute to winning.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

SurveySparrow

JUNE 1, 2023

However, these surveys gather feedback from board members, shareholders, and other stakeholders to ensure strong governance and strategic decision-making. Employee Engagement Survey Employee engagement surveys measure the level of employee satisfaction, commitment, and motivation within an organization.

Feedback 52

Feedback Leadership Insights Culture 52

COPC

FEBRUARY 15, 2024

How companies and the industry balance these concerns will be key to effectively using AI alongside human employees to improve customer service and support. AI-Powered Recruitment: Potential and Concerns AI-powered tools streamline recruitment, identifying candidates with the targeted blend of skills and cultural fit.

Contact Center 52

Contact Center Metrics Definition Call Center 52

CX Journey

JANUARY 31, 2018

Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. Develop a governance structure. As such, the governance structure is critical to the foundation of any customer experience management effort. Communicate. Communicate. Communicate.

CEM 65

CEM Management Government Culture 65

The DiJulius Group

MARCH 25, 2020

Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage.

Government 61

Government Consulting Article Connections 61

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. Field visit reduction Field service is common in industries such as utilities, manufacturing, and CSPs (communications service providers).

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

ClearAction

OCTOBER 12, 2022

This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.).

Metrics 62

Metrics Management ROI Effort Score 62

Russel Lolacher

APRIL 10, 2022

Two things we need to first understand before influencing change – communications and people that aren’t you. I’m Russell, this is relationships at work the employee experience and workplace culture podcast. The conference was government social media. Every job is a communications job.

Leadership 52

Leadership Social Media Presentation Culture 52

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. But unfortunately, the leaders are not going about communicating that in a way that is getting the buy unnecessary.

Leadership 98

Leadership 2015 Government Books 98

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. As such, a governance structure is critical to the foundation of any customer experience transformation.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

CX Journey

AUGUST 8, 2018

How do team members communicate between meetings? There’s always email for communication, but it’s probably best to set up a shared directory where the team can find and share meeting notes, action plans, updates, journey maps, customer and employee feedback, and more. For how long do they serve as CX Champions?

Customer Centricity 34

Customer Centricity Government Culture Feedback 34

Russel Lolacher

OCTOBER 16, 2022

I am going to ask you the same question I asked all my guests, which is, of course, what is the best or worst employee experience you’ve ever had? I’d say the best the best employee experience I ever had, was working at the Victoria Film Festival. So that communication is key. Mike Vardy.

Management 98

Management Leadership Books Government 98

Qualtrics

NOVEMBER 26, 2019

The future of employee experience won’t be siloed within one team. It will be a wider organizational effort including CIOs (experience with IT), CFOs (experience with financial matters) and workplace design teams (experience with physical space). We’ll stay in touch more with ex-employees.

2020 49

2020 Employee Experience Government Feedback 49

SurveySparrow

JANUARY 2, 2021

Employees want to know if employers are ready to provide them with the necessary atmosphere to work with safety and peace. Businesses need to communicate often with their employees about how they are ensuring them a safe working atmosphere and what they are doing to achieve the same. . Need for centralized communication.

2021 90

2021 Communication 2020 Innovation 90

CX Journey

FEBRUARY 8, 2017

Phase 1: Information Gathering Having a CXO is critical to success for any customer experience transformation. She'll use this information not only for design work that lies ahead but also to educate employees about the customer experience, how they impact it, and where it needs to be fixed. What do you think?

Culture 50

Culture Customer Centricity Government ROI 50