Customer Bliss

NOVEMBER 29, 2016

Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. Governance tools and processes to coordinate centrally, along with the project management required to facilitate. These are investments focused on your employees.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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

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. FREE MODULE The post Leading Customer Experience as a Team Sport appeared first on Experience Leadership.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

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. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Lumoa

JUNE 23, 2021

More diverse customer experience No matter what industry you operate in, your customers are likely to be a diverse mix of people with a mix of religion, race, social status, ableness, and other characteristics. To win in a diverse market, your customer experience team needs to be able to empathize with the customers they’re trying to help.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

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

CX Journey

FEBRUARY 27, 2015

If company leadership isn''t on board with focusing on the customer, then forget it; it won''t happen. Oh sure, you might have localized or departmentalized efforts, but those will be silo''d efforts that translate to silo''d experiences for the customer. Making the employee experience an afterthought.

Customer Experience 86

Customer Experience Government Customer Centricity Employee Experience 86

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. Every employee is at their most vulnerable state. Employees want clarity on everything and expect frequent updates.

Government 121

Government Communication Employee Experience Article 121

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

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. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. Thanks for that.

Leadership 98

Leadership 2015 Government Books 98

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 62

Government Consulting Article Connections 62

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’

Culture 83

Culture 2002 Customer Centricity 2007 83

CSM Magazine

DECEMBER 28, 2021

It is “easy” to say that customer and employee experience are important, and it may even be part of a mission statement. High-performing organizations spend time creating company values, linking employee engagement and customer experience behaviors together. Engaged employees want to feel part of something.

Engagement 59

Engagement Customer Experience Culture Government 59

Qualtrics

DECEMBER 15, 2021

The Presidential Executive Order on customer experience is a major milestone in the movement to bring the power of experience management to focus government policies, programs, and services on the people they are designed to help. Learn more about Qualtrics' solutions for government.

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

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

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. Develop a governance structure. Communicate. Communicate.

CEM 65

CEM Management Government Culture 65

Beyond Philosophy

OCTOBER 29, 2014

If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I am not judging the Scots by any means.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

CX Journey

JUNE 17, 2019

I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

Enalyzer

MAY 13, 2020

Whether your employees have been working remotely or staying home due to business closure or health concerns, you need to ensure a healthy and safe transition back to the office. In other words, you need to determine when and how you can call back the troops. Are you interested? Our consultants are ready to help you get through this.

Government 98

Government Demo Leadership Books 98

Pink Guava

FEBRUARY 16, 2022

Cx philosophy lays a lot of importance on how employee experience strengthens the overall customer experience. Cx program and its governance are no different. Communicate Effectively Ability to translate one’s thoughts into the right words at the right time to the right audience!

Leadership 19

Leadership Loyalty Government Metrics 19

SurveySparrow

DECEMBER 27, 2021

Thankfully, the massive efforts taken by the HR department, in association with the CHRO, have paid dividends as employees did notice an increase in engagement thanks to greater flexibility, better communication, and the way organizations cared during this crisis. Human capital measurement and governance. Future leadership.

2022 52

2022 Government Leadership Measurement 52

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You did this by formal and informal communication strategies. Imagine yourself a year from today.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

CX Journey

JUNE 17, 2019

” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

Enalyzer

MAY 13, 2020

Whether your employees have been working remotely or staying home due to business closure or health concerns, you need to ensure a healthy and safe transition back to the office. In other words, you need to determine when and how you can call back the troops. Are you interested? Our consultants are ready to help you get through this.

Government 52

Government Demo Leadership Books 52

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. What is your company doing to make your frontline employees competent?

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Russel Lolacher

APRIL 10, 2022

In this episode of Relationships at Work, host Russel Lolacher talks about how to get leadership to see your value – whether it’s executive or anyone with influence in your organization. We need to talk about how to get leadership to see your value. We need to talk about you, the employee. PLAY AND SUBSCRIBE.

Leadership 52

Leadership Social Media Presentation Culture 52

SurveyGizmo

JULY 27, 2021

Apple employees did not feel heard and are pushing back against a new policy that required them to return to work three days a week. Employees wanted a more flexible approach to work remotely with over 80 employees writing a letter to leadership expressing their thoughts and desire to be asked.

Webinar 98

Webinar Government Travel Insurance 98

Experience Investigators by 360Connext

JANUARY 10, 2023

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only know what’s most important for the year, but also how to communicate and measure that success. You clearly aligned your CX goals with what was most important to your organizational leadership. .

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

SurveySparrow

APRIL 24, 2023

9 business competencies that every entrepreneur should have Communication Networking Leadership Sales Feedback Finances Focus Management Mindset #1. Ability to communicate: Being a good communicator is one of the core competencies an entrepreneur needs to be successful. Why 360 feedback for leadership development?

2023 52

2023 Leadership Feedback Communication 52

Qualtrics

APRIL 6, 2020

In just 3 weeks we’ve seen more than 6,000 organizations launch more than 14,000 projects on our 10 XM Solutions to assist companies, governments, healthcare systems, and educational institutions move forward during this difficult time. Listen and communicate as early as you can, and more than you think you need to.

Connections 42

Connections Events Sports Healthcare 42

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Qualtrics

FEBRUARY 18, 2020

Check out our guide to the must-see sessions for government and public sector organizations at X4. There are stories of XM in action, thought leadership from the best in the business, and much, much more. Take a deep dive into XM in government. World-class thought leadership. Employee Experience - 16:00 // Weds, March 11.

Government 29

Government 2020 Leadership Events 29

CX Journey

FEBRUARY 19, 2019

Keep the lines of communication open. Holistically, you've got to ensure the following big picture items are in place as part of your customer experience strategy. Communicate the vision. When I know why I'm involved, I'll be more likely to step up, commit, and help ensure we execute properly. Force it on me, and I'll push back.

Insights 35

Insights Government Culture Metrics 35

CX Journey

FEBRUARY 19, 2019

Keep the lines of communication open. Holistically, you've got to ensure the following big picture items are in place as part of your customer experience strategy. Communicate the vision. When I know why I'm involved, I'll be more likely to step up, commit, and help ensure we execute properly. Force it on me, and I'll push back.

Insights 32

Insights Government Culture Metrics 32

Kustomer

SEPTEMBER 17, 2020

And so when it comes to the customer experience and the employee experience, not only is she kind of eat, drink and sleep some of that in practitioner land, but also from a consultant, and now obviously at Gallup helping companies figure out this interesting dynamic between the employee and the customer engagement.

Net Promoter Score 52

Net Promoter Score Hospitality Customers Consulting 52