3 Employee Experience Touchpoints That Impact Customer Experience

Experience Investigators by 360Connext

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article.

3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze

Customer Bliss

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. One who leads with a vision and principles that can transform both employee and customer experience?

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The Employee Experience Starts with the Hiring Process

ShepHyken

Every company wants to have good employees. More importantly, they also want the right employees. Her experience that day, from the moment she walked through the doors, set the tone for what she expected the job to be like. There’s a difference.

CX and EX (Customer Experience and Employee Experience)

ShepHyken

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, not only do you have to deliver on the experience, you have to stand out and be different. And, even if it is different, do our customers care? So, the new question isn’t about customers.

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. “You can’t change Rome in a day.

2018 116

5 Traits of Customer-Focused Companies

Michel Falcon Experience

How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience. Year after year, we hear of companies of all sizes wanting to focus more on their customer experience. The post 5 Traits of Customer-Focused Companies appeared first on Michel Falcon Customer and Employee Experience Expert

2014 131

4 Non-Negotiable Traits of Customer Focused CEO’s

Michel Falcon Experience

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? Does she spend time every month connecting with customers? Does she reach out to frontline employees to understand the customer’s challenges?

2014 131

A Dramatic Change Doesn’t Have to Be a Traumatic Change

ShepHyken

When you use it to describe changes you make to improve customer service, it has a positive meaning. That drama could turn your dramatically positive experience into a traumatically bad experience. We were talking about how sometimes a company will make a change that dramatically—in a negative way—impacts the customer. Customers paid the price for companies trying out their new technology. This is all about being customer-focused.

2019 96

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. And yet all 50 are TALKING TO CUSTOMERS! Hence, the employee comes first.

2020 89

HOW DHL BECAME MORE CUSTOMER-FOCUSED, WITH CCO SCOTT ALLISON

Customer Bliss

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience. Tell the Customer Story. No one was telling the customer story ; the focus was on the functionality of the business.

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. And yet all 50 are TALKING TO CUSTOMERS! Hence, the employee comes first.

2020 75

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. And yet all 50 are TALKING TO CUSTOMERS! Hence, the employee comes first.

2020 69

5 Top Customer Service Articles For the Week of March 22, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. And, now we have TX (Total Experience).

2021 78

What is Customer Experience Ecosystem?

ClearAction

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer.

2017 67

5 Top Customer Service Articles For the Week of November 23, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg.

2020 76

Reward Employees for Congruence of Heart and Habit

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In our lives as customers, we find hope, encouragement, and joy in companies who act with “congruence of heart and habit” – taking actions at work grounded in what they learned at home. ” Celebrate Kindness, Retain Employees. It’s no wonder they have an unheard of 4% turnover of employees. Go Beyond Words to Empower Employees.

2019 132

5 Top Customer Service Articles For the Week of September 21, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. Yaron Morgenstern: Digital Customer Experience Is All About the People by Sharon Florentine.

2020 65

5 Top Customer Service Articles For the Week of November 9, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth. 7 Tips to Simplify & Improve Employee Journey Mapping by Jeannie Walters.

2020 66

Amazing Business Radio: Jason Korman

ShepHyken

Culture Design in the Customer Experience. Engineering the Mindset and Behaviors Behind Good Customer Service. They discuss how culture impacts customer service and experience and strategies for designing the company culture.

2020 78

5 Top Customer Service Articles for the Week of January 6, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. My Comment: What’s your ROX (Return on experience)? That said, ROX can apply to any part of the customer experience.

2020 90

5 Top Customer Service Articles For the Week of April 6, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. In the end, you must have a good relationship with the customer.

2020 70

5 Top Customer Service Articles For the Week of October 5, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. My Comment: Just when you may have thought you understood your customers’ buying patterns, along comes COVID-19, disrupting everything we had learned about our customers over the years. Time to pay attention and meet your customers where they are.

2020 58

Amazing Business Radio: Blake Morgan

ShepHyken

Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience. The Interview with Blake Morgan: If you don’t get the simple stuff down, you will lose customers.

2019 71

5 Top Customer Service Articles for the Week of March 18, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

2019 73

For a Successful CX You Must Have a Successful EX

ShepHyken

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience. It starts with how leadership wants their employees to feel about working for their company. First, let’s talk about the customer experience.

2018 79

5 Top Customer Service Articles for the Week of September 2, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. Feshdesk) To help you figure out which events to attend, we have curated a region-wise list of top customer experience conferences around the world. My Comment: Every wonder what customer service and customer experience conferences to attend.

2019 71

Give Recognition Where It’s Due

ShepHyken

However, the receptionist answers the phone, and the way they do it sets the tone for the rest of the interaction the customer may have with others in the company. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Customer Service Culture employee experience employee focused recognize employees

2019 83

5 Top Customer Service Articles For the Week of May 14, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. How Ann Taylor and Loft Create Customer Loyalty Through Charitable Efforts by Carol Roth. My Comment: Charity is part of the customer experience. Complaining Customers Are Your Best Customers.

2018 67

5 Top Customer Service Articles For the Week of May 21, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience.

2018 71

5 Top Customer Service Articles For the Week of June 4, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Why Great Customer Service Doesn’t Cut It by Adam Butler.

2018 66

Are Your Engaged Employees Relentlessly Curious Employees?

One Millimeter Mindset

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. When engaging with and serving customers?

2018 60

9 essential traits of effective managers (and how HR can help)

Qualtrics

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. And as one of the most powerful pieces of the EX puzzle — and because they’re employees themselves — people leaders need HR’s support to enable and equip managers to lead and influence. Where should you focus? We’ve uncovered the manager qualities that have the biggest impact on employee experience. Customer Focus.

Employee evaluation forms: how to get started + free survey template

Qualtrics

Use these tips to create and customize an employee evaluation form that works for your organization. Help your employees understand what’s expected of their performance with fair and consistent employee evaluations. What is an employee evaluation form?

Customer Experience – that’s all just fluffy nonsense, isn’t it?

ijgolding

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience. Like it or not, all organisations have been delivering a Customer Experience since the day they were formed. Sure, customer experience is important.

2017 76

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

2014 129