Experience Investigators by 360Connext

APRIL 23, 2024

Use these ideas to inspire you to make your customer experience case for your organizational success. The Financial Impact of Customer Experience There are significant financial implications from investing in customer experience. For now, let’s help you make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

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

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Solicit Employee Feedback. How does an employee show loyalty?

Loyalty 580

Loyalty 2011 Call Center Leadership 580

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. Free coffee.

Culture 52

Culture B2B 2005 Definition 52

InMoment XI

DECEMBER 16, 2021

However, today more is needed of employees: Namely, proven direct causation, the specific defined linkage, and intersection, of employee thinking and behavior to customer brand/company loyalty and advocacy in the marketplace. He hit the mark with that statement.

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

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience E-support Feedback Culture 52

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

InMoment XI

AUGUST 25, 2023

Proving the ROI of Your CX Program In an era marked by economic challenges, it is important that you embark in designing, actioning, and proving an ROI focused experience program. In today’s competitive and financially constrained environment, organizations are under more pressure than ever to justify their investments in customer experience.

ROI 260

ROI Net Promoter Score Webinar Financial 260

InMoment XI

FEBRUARY 8, 2024

Whether that be through cost-saving measures, increased operational efficiency, or strategic initiatives to boost revenue, the pursuit of financial success is a constant in the business world. 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

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Banking 79

Banking Culture Engagement Leadership 79

SurveySparrow

NOVEMBER 24, 2020

Most leaders know by now that improving employee experience is really, really important. Organizations are often on the back foot about employee engagement and tend to ignore it while pursuing more short-term goals. There are a number of reasons why improving employee experience should be a top priority for any organization.

Employee Experience 52

Employee Experience Financial Engagement 2020 52

Innovative CX

MAY 5, 2022

Recently my financial institution requested that I complete a document, sign and return it to them, via Fax. I’m finding the same is true when it comes to how some organizations recruit perspective employees. Start by defining your brand’s promise to your employees. Use the feedback to create an employee-centric culture.

Culture 59

Culture Social Media 2022 Contact Center 59

inmoment

SEPTEMBER 10, 2019

InMoment’s own CX Trends research found employees are the single largest factor in making or breaking the customer experience. The data shows a positive link between employee experience (EX) and a great customer experience, in addition to significant financial gains like increased sales and the ability to maximize business performance.

Employee Experience 40

Employee Experience Measurement Net Promoter Score Customer Experience 40

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These employees took a stand because of the failure of leadership.

2009 52

2009 White Paper 2024 Financial 52

Ian Williams

MARCH 20, 2020

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. Is there such a thing as a single company culture? customerexperience #cx #cem #culture #companyculture. __. Ian: Okay, excellent.

Culture 52

Culture Leadership Measurement CEM 52

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We That is really going to have an impact.”

Banking 83

Banking Feedback Management Culture 83

Bill Quiseng

DECEMBER 6, 2023

Everyone will be enriched, your people, your customers, and you and your business, will be enriched, emotionally and financially. Emotional remuneration is just as important to the employee’s well-being as much as it is to their financial health. Employees don’t care much about how big their pay is. So, CARE BIG!

Leadership 158

Leadership Engagement Financial Loyalty 158

Beyond Philosophy

JUNE 4, 2015

Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years. In most instances, the customers see no proaction, brand ‘personality’ or brand-to-brand differentiation; and their experience of the brand is one-dimensional, easily capable of replacement.

Financial 144

Financial White Paper Books Airlines 144

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

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Article 64

Article 2024 Customer Service 2023 64

ShepHyken

SEPTEMBER 4, 2023

When companies are not intentional about making their employees feel engaged and empowered, the financial cost is tremendous.” ” “You have a culture, whether you are intentional about it or not. Whether you do anything or not, your culture gets developed.

Leadership 85

Leadership Culture Financial Retail 85

Qualtrics

FEBRUARY 4, 2021

It connects us with colleagues and customers, increases productivity and helps employees deliver their best work. IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Yet well before 2020, technology was already enabling a hybrid ‘Work From Anywhere’ culture.

Employee Experience 26

Employee Experience Return on Investment Download Technology 26

Think Customers

NOVEMBER 9, 2023

Associates who work industries like healthcare, financial services, or insurance are even more vulnerable because the topics they deal with are emotionally charged, such as declining a medical procedure or missed credit card payments. Be mindful about providing employees with wellness resources, activities, and time off.

Insurance 52

Insurance Healthcare Financial Culture 52

ShepHyken

DECEMBER 5, 2022

Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX). Your employees want a culture that includes flexibility, learning (training), and opportunities for advancement.

Article 70

Article 2022 Customer Service Hospitality 70

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 40

Culture Net Promoter Score Employee Experience Roadmap 40

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. Pulling together all of this, you create your customer experience strategy.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

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

CX Journey

MARCH 29, 2017

I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. I'm an "employees more first" advocate; so while I understand their point and this challenge, I'd still like to see more focus placed on employees.

Culture 47

Culture E-support Leadership Employee Experience 47

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. You need to do a culture crystallization exercise with employees. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Interestingly, every digitalization study reveals that primary success factors are cultural. Download File. Numerous participants enroll for general skill-building.

Sports 71

Sports 2009 2022 Financial 71

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

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post , we know that Culture = Values + Behavior. Bad things.

Culture 50

Culture 2008 2007 Competitive Advantage 50

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience.

Culture 0

Culture Employee Experience Leadership 2017 0