ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. It’s the value provided in the customer experience. Furthermore, this way of thinking crosses over to the employee experience (EX).

Workshop 150

Workshop Culture Customer Service Training Employee Experience 150

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” of customer experience. Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Empowering Teams and Enhancing Tools To truly excel in customer experience (CX), strategic investments must be thoughtfully planned and executed.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. These are investments focused on your employees. CX Can Create Better Days for Your Employees.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Net Promoter Score 81

Net Promoter Score Culture Feedback Employee Experience 81

CSM Magazine

MARCH 28, 2024

Consider offering services like counseling sessions or in-house workshops focusing on stress management and mental health awareness. Open Communication Channels Create a culture of openness. Stepping away from the phone lines for even a short period can reduce stress, clear the mind, and improve overall performance.

Contact Center 52

Contact Center Call Center Workshop Culture 52

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

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

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. What would that look like? I love that question.

2020 104

2020 Article Customer Service Contact Center 104

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha shares that transforming culture is actually a responsibility of the CX team as opposed to that of the HR department.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha shares that transforming culture is actually a responsibility of the CX team as opposed to that of the HR department.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

One Millimeter Mindset

DECEMBER 5, 2018

In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. First, does employee-focus translate into customer-focus?

Engagement 63

Engagement Culture Workshop Employee Experience 63

CX Journey

MARCH 21, 2018

Customer journey mapping workshops: even if you don't hire a consultant to conduct the mapping sessions with/for you, you'll still need to factor in location costs, materials, food and beverages, etc. EX Initiatives This list for employee experience initiative expenses will look similar to #4.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. And here is why: All leaders must become advocates for the culture and fluent articulators in the new language of service. Have them to lead the workshops.

Workshop 61

Workshop Culture Leadership Employee Experience 61

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Workshop 40

Workshop 2018 Culture Employee Experience 40

Strativity

MAY 17, 2018

Future Ready Impact is designed to help employees and managers assess and build their change resilience to accelerate and grow employee experiences and strategy execution. Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Workshop 40

Workshop 2018 Culture Employee Experience 40

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. ” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Numerous participants enroll for general skill-building.

Sports 71

Sports 2009 2022 Financial 71

Customer Bliss

DECEMBER 4, 2018

3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: View this post on Instagram.

Download 185

Download Chief Customer Officer Workshop Books 185

Lumoa

MAY 5, 2022

In addition, you must have employees who are committed to creating a good performance culture. You should also be willing and able to experiment at a fast pace. Turn words into concrete actions and build a CX culture with committed people throughout the business. They will help to improve both engagement and decisions.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

One Millimeter Mindset

JANUARY 14, 2021

The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. She helps people, teams and organizations make hard calls when designing products, services, careers and cultures. When you are managing teams for innovation, everyone focuses on creating better and better solutions.

Innovation 91

Innovation Management Workshop Leadership 91

One Millimeter Mindset

DECEMBER 8, 2020

However, these are not easy conversations to have, especially on teams and in cultures where specific roles are ingrained. Chances are, everyone seated around your business table has significant insights to contribute.

2021 115

2021 Innovation Workshop Leadership 115

BlueOcean

DECEMBER 13, 2022

People are craving experiences or services through programs that actually make a difference. Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. On a weekly basis, at the very least.

Workshop 72

Workshop Customer Retention Communication Culture 72

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 49

Customer Experience Employee Experience Workshop Culture 49

One Millimeter Mindset

FEBRUARY 4, 2021

Her virtual and in-person keynotes, workshops, and masterminds catalyze individuals, teams and organizations to make hard calls when designing and transforming products, services, careers and cultures. Babette Ten Haken is a refreshingly extroverted STEM professional and skeptical thinker focused on intentional innovation.

Leadership 81

Leadership Workshop Innovation Consulting 81

One Millimeter Mindset

SEPTEMBER 10, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Workshop 89

Workshop Leadership 2020 Presentation 89

One Millimeter Mindset

MAY 23, 2019

Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Ponder that potentially everyone in your workforce is stuck in their own toxic professional stories. Contact me here. Subscribe to my blog.

Workshop 70

Workshop Presentation Leadership 2019 70

ClearAction

JANUARY 8, 2024

Then you must champion insights through suggestions for various functional areas, workshops, and change management for accountability and applause of progress and action plan completion. Employee experience and partner experience insights are used by customer-centric organizations with urgency to resolve root causes of gaps.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Talkdesk

MAY 20, 2019

New technology, five generations in the workforce and an emphasis on providing the best possible customer and employee experiences make for some unique challenges and triumphs in the contact center sphere. Positive Contact Center Culture is Vital to Agents and Customers. One lie Ginger shared is that culture is “fluffy.”

Contact Center 44

Contact Center Culture Airlines Workshop 44

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Develop employee personas. So where do you begin?

Employee Experience 89

Employee Experience Workshop 2015 Customers 89

One Millimeter Mindset

JANUARY 21, 2021

Which is what you and I address, together, in my keynotes, workshops and mastermind program s. She helps people, teams and organizations make hard calls when designing products, services, careers and cultures. Because addressing that question permanently hardwires your trust-based professional purpose into your professional DNA.

Leadership 81

Leadership Return on Investment Workshop Innovation 81

One Millimeter Mindset

MARCH 6, 2019

When customers need to “check in” with stakeholders throughout the organization, instead of hearing back from employees, customer trust erodes. Also, customer confidence in your organization’s collaboration and communication culture decreases. Planning your next corporate or association meeting? Catalyze your mindset and skill sets!

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

One Millimeter Mindset

DECEMBER 3, 2020

And continue building a culture of HR leadership conversations. Then, consider the continuous value of voiced input received from across and throughout your organization. How can you identify voices of undiscovered change agent leaders in your organization? Contact me here.

Leadership 86

Leadership Workshop Innovation 2020 86