TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

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

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. He has interviewed leaders from some of the most renowned brands in the customer experience industry, such as Chick-fil-A, Zappos, Google, and Disney.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

FEBRUARY 1, 2022

After all, if you sell a product or service and customers buy that product or service, they are having an experience. If you’re not deliberately shaping their journey, it’s probably not a great experience. It most likely isn’t designed to build trust and loyalty throughout their journey.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

DECEMBER 3, 2023

Ask questions, brainstorm with it, let it support your communication efforts, write your emails, and much more. Used the right way, it may even help you create more tailored and personalized customer experiences! However, without fail, I always get asked what can be done to improve customer loyalty.

Article 60

Article Customer Service 2023 Loyalty Programs 60

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Bill Quiseng

FEBRUARY 1, 2023

Your employees would say to themselves, “Well, if you’ve already done it that way, then we’ll go somewhere else that pays more.” Focus on creating a GREAT experience for your employees as much as you do for customers and you will earn the loyalty of both. Soon, without a focus on profits, profits will grow.

Leadership 68

Leadership ROI Employee Experience Innovation 68

PeopleMetrics

MARCH 13, 2015

There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete. Communication is core to customer centricity. We say, Hear! It''s about time.

Communication 109

Communication Customer Experience Net Promoter Score Customer Centricity 109

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Culture Demo Healthcare 52

Qualtrics

APRIL 26, 2021

First and foremost, there is still a lot of change ahead as people redesign their employee experience for the new expectations, behaviours, and preferences people have around the way they work. To do this well, leaders need to capture insights across the business to make informed changes improving the employee experience.

Employee Experience 26

Employee Experience Customer Experience 2021 Feedback 26

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. How is the site experience?

Sports 197

Sports Customer Experience E Commerce Travel 197

ShepHyken

AUGUST 21, 2020

For some, it has been a monumental and frustrating struggle, while others have been able to plan and execute deep changes that have improved adoption, satisfaction, safety, and (most likely) loyalty and growth for years to come. Let simplification and sense of simplicity generate innovative ideas. Nothing is static, thankfully.

Customer Experience 248

Customer Experience Culture Government Innovation 248

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership 2021 59

Customer Guru

MARCH 7, 2018

She is a renowned customer experience expert, currently serving as the Director of Customer Experience and Marketing at M4 Communications, Inc. On one hand, she leverages her two biggest passions – technology and customer experience – to aid tech startups to grow and differentiate through customer experience excellence.

Communication 62

Communication Customer Experience Marketing Customer Journey Mapping 62

SurveySparrow

JUNE 22, 2023

In a marketplace where banking products and services are largely similar, the quality of customer experience sets a bank apart from its competitors. A positive customer experience cultivates customer loyalty, encouraging customers to not just stay with the bank but also advocate it within their circles, leading to valuable referrals.

Banking 52

Banking Customer Experience Financial Social Media 52

Think Customers

MARCH 28, 2022

Indeed, “heavy attrition is a common challenge in the contact center industry,” says DC Wright, chief transformation and innovation officer at TTEC. Adjust your perspective on strategies for gig workers to build programs that successfully engage your workforce and promote loyalty in a short-term work culture.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

CSM Magazine

NOVEMBER 9, 2022

These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions. Loyalty & Advocacy – Will this customer recommend your brand? Change management improves communication, persuasion, leadership, and structure.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. Institutions will be looking to humanize their digital experience to increase customer satisfaction and build loyalty in 2023.

Financial 76

Financial 2023 Blog Customer Experience 76

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. Gathering employee feedback regarding their experiences and priorities can detect gaps between the organization’s culture and employee experiences. It’s the soul of your organization.

Culture 52

Culture Leadership Feedback Social Media 52

customer sure

JANUARY 10, 2024

There also needs to be a cycle of evaluation internally, proper internal communications to highlight issues and opportunities, and the actual response to the feedback itself. On the positive side, these numbers are useful because they’re a measure of customer sentiment and loyalty and therefore a leading indicator of profitability.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

Experience Investigators by 360Connext

OCTOBER 22, 2019

consumers say they're getting a good Customer Experience from companies. Employee Experience Will Remain One of the Top Influences on Customer Experience. There is no doubt the way employees feel influences how they treat customers. Agile principles will be brought to CX Innovation. But only 49% of U.S.

2020 169

2020 Customer Experience Innovation Brands 169

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. He specializes in customer experience strategies, customer service engagement, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

JANUARY 24, 2018

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. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

ShepHyken

JANUARY 24, 2020

According to a study by Aberdeen , companies with engaged employees experience a 233% greater customer loyalty and 26% revenue increase. Engaged and empowered employees help your business reach new and greater possibilities with your customers. Bonus: Helping Staff “Be Themselves”. Your Takeaway.

Customer Service 129

Customer Service Retail Culture Engagement 129

Happy or Not

JUNE 26, 2023

In this article, we explain how employee engagement affects business performance by improving employee performance, productivity, and customer service, reducing recruitment and training costs, and fostering collaboration and innovation. What do happy employees have to do with retaining customers?

Customer Satisfaction 36

Customer Satisfaction Engagement Loyalty Exceptional Customer Service 36

One Millimeter Mindset

FEBRUARY 16, 2021

Second, how dependent are you on professional jargon to communicate your professional value to others? If you target creating more value across the organization, then “unlearn” professional communication habits. As a result, there is a give-and-take between the medium communicating the message.

Touchpoint 90

Touchpoint Innovation Leadership Communication 90

One Millimeter Mindset

DECEMBER 8, 2020

Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Why remain an order-taker when you can evolve into an innovator? For starters, one or two individuals always must be “right.”

2021 115

2021 Innovation Workshop Leadership 115

TechSee

AUGUST 26, 2020

Omnichannel is also limited in its focus, considering only the relationship between the company and the customer, without factoring in employee experience. Multiexperience (MX) is an emerging approach that focuses on integrating the employee journey with the customer journey, creating an effortless experience for both.

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

One Millimeter Mindset

FEBRUARY 18, 2021

Even before you interview, your aspirational and relational goals are clearly communicated. What type of customer and employee experience will you create during your tenure? Over time, your resume chronology reinforces that you have held a number of similar positions as a retained and productive employee. Contact me here.

Leadership 79

Leadership Innovation Presentation Employee Experience 79

Think Customers

AUGUST 18, 2021

Among so much change this much remains true, but how do we make retail experiences as easy and enjoyable as possible in our post-COVID world? The modern retail customer craves personalization, seamless conversations, and communication at every point in the journey. Combine automation & empathy for a total shopping experience.

Retail 52

Retail Average Handle Time Omnichannel Loyalty 52

Hello Customer

MAY 15, 2023

So, listening to your existing customers to build loyalty will ultimately pay off. Many companies make the mistake of taking on a “science fair mentality”, where they innovate without direct contact with the customer these innovations are intended for. See where we’re going with this?

Feedback 52

Feedback Net Promoter Score Touchpoint Innovation 52

Natalie Petouhof

AUGUST 15, 2022

They theorized that maximizing share of customer and then return on customer (increasing loyalty and revenue) depended on the efforts to elevate the customers’ trust. The new experience standards, with empathy at the core, go beyond technology: they rely on human values. The post “Empathy in Action”?

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110