Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. It’s about running your organization as though you are the customer.

Employee Experience 52

Employee Experience Contact Center Books Culture 52

InMoment XI

FEBRUARY 8, 2024

Strategic Services Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. This training will help employees feel comfortable in their positions and achieve constant success.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

Beyond Philosophy

OCTOBER 24, 2020

” While these elements are fundamental to your success, affecting a real culture change at your organization is vital to achieving the customer-driven growth you hope to inspire. This episode of The Intuitive Customer shares our five rules for affecting real culture change. What Are The Five Rules? ” Lead from the top.

Culture 97

Culture Consulting Presentation Communication 97

InMoment XI

DECEMBER 16, 2021

Although satisfied employees are generally supportive of the business and what it represents, they likely won’t go beyond doing the basics of their job descriptions. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Communication 260

Communication Culture Definition Employee Experience 260

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Magazine Employee Experience Engagement 98

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. I hope you can join us!

Customer Centricity 52

Customer Centricity Webinar Culture 2021 52

West Monroe

OCTOBER 3, 2023

Importantly, adding these capabilities can improve the employee experience by giving existing workers exciting new tools and insights that can help them do their jobs better—as well as new avenues for growth, advancement, and skill development. Keep employee experience front and center. Read More

Employee Experience 52

Employee Experience Government 2023 Healthcare 52

InMoment XI

MARCH 14, 2023

So when you put that through a CX lens, I would say in this industry, what we’ve learned is that it’s imperative to understand global and cultural norms and how people get work done on a day-to-day basis in different cultures. Jim: Since Avnet is a global company, you have many different cultures to navigate. That’s a Wrap!

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What is your best or worst employee experience you can share with us, Garry?

Culture 52

Culture Leadership 2023 Consulting 52

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience. Business owners need to treat their employees how they would like them to treat customers. The 8 skills required by any CX team are: Strategy.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Beyond Philosophy

SEPTEMBER 11, 2014

Bezos recognized that the idea was good and put them to work on it—even though it came from a lower-level employee that hadn’t worked there long. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is a firm believer of Employee Experience. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

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

TechSee

MARCH 7, 2023

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

CX Journey

JANUARY 23, 2019

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Happy employees lead to happy customers. Big mistake.

Culture 37

Culture Leadership Definition Customer Centricity 37

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. What can be done to promote a customer-centric culture in the workplace? Here’s what we found: The Business Case for a Great Employee Experience. She demonstrates that there is a direct link between employee engagement and business outcomes. Click here!

Employee Experience 40

Employee Experience Customer Experience Webinar 2015 40

CSM Magazine

DECEMBER 10, 2021

Let’s face it, customer-facing employees have the power to tarnish your brand or enhance your brand, which should make keeping them engaged and productive a critical part of your organization’s internal business objectives. For the employee experience, tool selection for the modern world of work is equally important.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

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

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 56

Employee Experience ROI 2015 Customer Satisfaction 56

ShepHyken

SEPTEMBER 4, 2023

Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. ” “You have a culture, whether you are intentional about it or not. Whether you do anything or not, your culture gets developed. It is a question of what type of culture you are willing to fight for.”

Leadership 84

Leadership Culture Financial Retail 84

ShepHyken

FEBRUARY 25, 2020

Lessons from Disney to Improve Your Customer and Employee Experiences. They discuss her experience as a Disney employee, their hiring process, and the customer service takeaways that can be applied to any organization in any industry. Give potential employees a taste of your company’s culture right away.

Leadership 104

Leadership Culture Employee Experience Customer Journey 104

Beyond Philosophy

SEPTEMBER 10, 2015

It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. Combining the Customer and the Employee Experience.

Engagement 167

Engagement Employee Experience Retail Consulting 167

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

ShepHyken

JULY 9, 2019

The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. They discuss how to create and cultivate the core values and culture that keep companies strong. The Interview with Michelle Hayward: Michelle is a firm believer in the culture and values of a company.

Culture 114

Culture Consulting Employee Experience Brands 114

BlueOcean

OCTOBER 8, 2021

So after pulling in customer service consultants, the company decided to minimize customer distress by installing the devices over a five-year period. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture.

2021 177

2021 Customer Experience Contact Center Government 177

ShepHyken

SEPTEMBER 13, 2022

Creating a Culture that Gets and Retains the Best Employees. a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees. New York Times ?bestselling

Culture 64

Culture Insurance 2022 Consulting 64

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. Job satisfaction is linked to overall well-being and mental health.

Metrics 52

Metrics Culture Demo Healthcare 52

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

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. You’re looking for the best employee experience tools to gather this priceless feedback.

2024 52

2024 Feedback Culture Demo 52

Experience Investigators by 360Connext

JANUARY 27, 2017

Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is. The post Are Your Employees Engaged to Tell You the Truth? And innovation is one […].

Engagement 181

Engagement Consulting Innovation Employee Experience 181

SurveySensum

FEBRUARY 26, 2024

They empower companies to foster open communication, enhance employee engagement, and cultivate a culture of continuous improvement. Now, the question remains – what are the powerful employee pulse survey tools that you can choose from that will help you in improving your employee experience ?

2024 52

2024 Culture Feedback Rewards Programs 52

Customer Bliss

AUGUST 23, 2016

Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. You need to do a culture crystallization exercise with employees. If you want new behaviors like “culture crystallization” to stick, there needs to be an incentive structure.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111

2018 Leadership Consulting Employee Experience 111