InMoment XI

DECEMBER 16, 2021

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.

Communication 260

Communication Culture Definition Employee Experience 260

ShepHyken

JULY 5, 2021

How to design and run a customer loyalty program for small businesses by Raúl Galera. MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program? Read on to learn more.

Article 150

Article 2021 Customer Service Loyalty Programs 150

InMoment XI

MARCH 2, 2022

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 260

Culture Connections Leadership Consulting 260

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Culture 260

Culture 2006 Definition Employee Experience 260

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. What role does Experience Improvement play here, and how?

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

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. Follow on LinkedIn John R. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. Here’s what we found: The Business Case for a Great Employee Experience. This CXpert brought together the latest, greatest research on the impact of creating an excellent employee experience in this informative article. Annette Franz Gleneicki || Customer Think.

Employee Experience 40

Employee Experience Customer Experience Webinar 2015 40

ShepHyken

SEPTEMBER 17, 2021

He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Turning that person’s curiosity into a purchase often hinges on the customer experience, which these days means almost everything. . Great customer experience leads to brand loyalty. Deliver with ease.

Customer Experience 110

Customer Experience Loyalty Loyalty Programs Touchpoint 110

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

Beyond Philosophy

JUNE 7, 2019

This episode of The Intuitive Customer dives into Colin’s new book on the subject ‘Happy People Make Happy Customers’ and we explain why the experience you provide your employees is just as critical as the one you want to deliver to customers. The question is, how do you get happy employees?

Employee Experience 115

Employee Experience Consulting Customers Books 115

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Engagement 145

Engagement White Paper 2015 Consulting 145

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

BlueOcean

OCTOBER 8, 2021

The real key to customer loyalty is reliability and consistency. So after pulling in customer service consultants, the company decided to minimize customer distress by installing the devices over a five-year period. Gone are the days when “wow” moments of going above and beyond were the end goal. Tapping into Customer Personas.

2021 177

2021 Customer Experience Contact Center Government 177

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 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. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customer Bliss

AUGUST 8, 2019

Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick Delsi.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Article 105

Article 2021 Customer Service Contact Center 105

Michel Falcon Experience

JULY 9, 2015

These are the companies that fight tooth and nail for customer loyalty. They are also the ones that invest resources into improving their customer experience, year over year, and don’t see their efforts as a mere campaign. In my career as a consultant, I’ve seen it time and time again. It’s not organic growth.

Loyalty 60

Loyalty Customer Retention Customer Centricity Download 60

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating Loyalty that Lasts. Tune in to learn more! Read More Hide.

ROI 143

ROI Books Customers Definition 143

ShepHyken

JULY 24, 2018

The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. In the omni-channel world we live in, great customer experience is more than just great service on the phone or in store.

Competitive Advantage 76

Competitive Advantage Loyalty Employee Experience Books 76

ShepHyken

MAY 28, 2019

This effort can include both time and money and affects both customers and employees. Not eliminating friction can cost you the loyalty of both your customers and your employees alike. Quotes: “Wasting your customers’ time and effort will cost you their loyalty.” – Roger Dooley. Friction changes human behavior.

Culture 128

Culture Loyalty Books Consulting 128

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

2020 132

2020 Customer Experience Magazine Consulting 132

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

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

MARCH 17, 2016

People have demanding lives both in and out of work and nothing boosts employee engagement and loyalty quite as effectively as a boss who tries to help their employees achieve a good balance between their personal and work lives. Give your people a greater level of control over their environment and their work habits.

Employee Experience 52

Employee Experience Customer Satisfaction Engagement Customers 52

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

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

2016 120

2016 Leadership Employee Experience 2017 120

CX Accelerator

JULY 1, 2019

Their research found that while all three elements impact customer loyalty, an improvement in emotion drives the most significant increase in loyalty. Imagine the impact on the customer experience your organization provides if every interaction with your business results in frustration, embarrassment, and shame. Not exactly.

Customer Experience 140

Customer Experience Customer Journey Mapping Customer Journey Customers 140

CSM Magazine

APRIL 25, 2022

Creating a great customer experience starts with understanding and improving the employee experience. The Great Resignation has launched employee experience into the spotlight: a record 4.5 If you don’t want your employees to leave, show them you genuinely care about them.

Contact Center 52

Contact Center 2021 Employee Experience 2022 52

Natalie Petouhof

AUGUST 15, 2022

Loyalty can be fleeting though. In 2021, 67% of millennials dropped a brand because of a single bad experience, per my research. The chapter titled, “Experience Drives Good Profits and Bad Profits” discusses this concept in detail. Poor employee experience. Understanding the concept of bad profits is important.

Contact Center 52

Contact Center Omnichannel Books Average Handle Time 52

CSM Magazine

FEBRUARY 9, 2022

2022 is filled with exciting opportunities to drive significant change to your organization’s customer experience – everything from building long-lasting customer relationships to cultivating happier employee experiences. Nicholas Zeisler, Fractional Chief Customer Officer, Zeisler Consulting. Can’t join live?

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Culture 68

Culture Leadership Consulting Employee Experience 68

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Which leads me to…. Rule #5: Lead from the top.

Culture 167

Culture Airlines Call Center Customer Centricity 167

ShepHyken

JULY 24, 2018

The Holy Grail Of Customer Experience. How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy , founder and Chief Experience Officer at Beyond Brand. In the omni-channel world we live in, great customer experience is more than just great service on the phone or in store.

Competitive Advantage 48

Competitive Advantage Loyalty Employee Experience Books 48