InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 493

Customer Experience Employee Experience Social Media Roadmap 493

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

MARCH 21, 2023

These days, social media seems polarized with posts from friends or colleagues either about starting new positions or sharing that they’ve been a part of recent layoffs. Creating a Culture of Community In these unprecedented times, allowing employees to voice their stress and worry is a big part of a productive employee experience.

Social Media 260

Social Media Employee Experience Culture Feedback 260

SurveySensum

FEBRUARY 22, 2024

What’s more – Gallup’s “State of the Global Workplace Report” says, that organizations with highly engaged employees experience 21% higher profitability. So, yes, it’s time to start focusing on your employee experience (If you aren’t doing it already!) What is an Employee Experience Strategy?

Employee Experience 52

Employee Experience Net Promoter Score Feedback Demo 52

InMoment XI

JULY 12, 2023

Touchpoints are the various points of contact between a customer and a business throughout the customer journey, and they can occur through various channels, such as websites, social media, physical stores, customer service interactions, and more. What does their interaction look like?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

SurveySparrow

JANUARY 1, 2021

The answer is simple: A wholesome Employee experience is an input for increased employee engagement at every stage of the employee lifecycle. Employee Experience is an employee’s perception of his journey with the company, right from the onboarding process to the final exit interview.

Employee Experience 52

Employee Experience Net Promoter Score Culture Feedback 52

Experience Investigators by 360Connext

APRIL 2, 2024

Social media posts, brand websites, customer review websites, demo request forms, QR codes, email marketing messages, sales team outreach (SMS or phone calls), and every direct or indirect brand interaction are touchpoints. A touchpoint is any contact or interaction a customer has with your organization. And therein lies the problem.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

InMoment XI

DECEMBER 16, 2021

What we have observed are studies that examined some contributing factors of employee experience and value, such as reward and recognition, job fit, career opportunities, work environment, and departmental and management relationships.

Communication 260

Communication Culture Definition Employee Experience 260

Experience Investigators by 360Connext

APRIL 2, 2024

Social media posts, brand websites, customer review websites, demo request forms, QR codes, email marketing messages, sales team outreach (SMS or phone calls), and every direct or indirect brand interaction are touchpoints. A touchpoint is any contact or interaction a customer has with your organization. And therein lies the problem.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

InMoment XI

FEBRUARY 15, 2022

Blended Experience #3: Virtual Try-On. And, with the many social media filters that younger customers use daily, it’s no wonder that virtual try-on capability has emerged as a top expectation. But this dynamic doesn’t stop at just blended experiences. Simply removing checkout lines can save retail stores over $37.7

Retail 260

Retail Consumers Social Media 2022 260

Ann Michaels and Associates

AUGUST 29, 2018

It is difficult to provide a positive customer experience when the employee experience is negative. Unhappy employees don’t usually bring their best effort to the job. And that can adversely affect the customer experience. Start by focusing on the employee experience. Employee Experience.

Employee Experience 40

Employee Experience Customer Experience Social Media Advertising 40

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

Lumoa

NOVEMBER 17, 2022

Public social media reviews can provide insight into competitor pricing and allow businesses to adjust their offering to suit. Another measure of customer satisfaction is communicating with your customers on social media platforms. Training Employees to Improve CX. Utilizing social media for customer service.

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

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. Find out more about employee experience for IT. Here's how. What do we already have?

Employee Experience 26

Employee Experience Return on Investment Download Technology 26

ReviewTrackers

JULY 12, 2018

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Deliver a great employee experience.

Brands 175

Brands Social Media Competitive Advantage Communication 175

Beyond Philosophy

APRIL 9, 2021

The Social Network-Dunbar Connection. Dunbar’s research extends to social media relationships, too. Recognizing that we have different tiers of relationships can also help us improve the management of our social media lives. At its core, social media is social. Probably not.

Management 156

Management Social Media Call Center Connections 156

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Employee Ambassadors Help Create a Positive Social Media Presence.

2016 113

2016 Social Media CEM Employee Experience 113

BlueOcean

DECEMBER 13, 2022

When your loyalty program members do reach for the phone/email/chat tool/social media to get help, it is critical to shift away from a transactional mindset. And, finally, how will the quality of their employee experience fuel the quality of your member experience? Testing for activity, promotions ambassadorship.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ReviewTrackers

JUNE 22, 2020

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Deliver a great employee experience.

Brands 114

Brands Social Media Competitive Advantage Communication 114

Maru Group

JANUARY 31, 2023

This is critical for existing and future customers as many use testimonials and social media presence to make purchase decisions. Employee experience research should uncover all the factors that affect employee performance and, importantly, the barriers that prevent them from providing compelling customer service.

Employee Experience 70

Employee Experience Social Media 2023 Measurement 70

Experience Investigators by 360Connext

FEBRUARY 1, 2022

If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Technically, you can ignore all of that and you STILL provide customer experiences. What happens on the inside of the organization is Customer Experience Management (CXM). . Crazy, right? .

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

customer sure

JANUARY 10, 2024

Regularly collecting feedback through surveys , reviews, and social media channels is essential for evaluating and improving customer satisfaction and expectations. Ignoring Employee Experience An organisation’s customer experience is closely linked to the experience its employees have.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

CSM Magazine

MAY 30, 2024

How AI Tailors Shopping AI leverages data from various sources, such as browsing history, purchase records, and social media activity, to understand individual customer preferences and behaviours. Sentiment Analysis: AI can analyse customer reviews, social media posts, and feedback to gauge customer sentiment.

Retail 52

Retail Social Media 2025 Government 52

ShepHyken

APRIL 1, 2019

ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

2019 100

2019 Article Customer Service Social Media 100

SmartKarrot

NOVEMBER 10, 2021

And one way to ensure that is by making your employees your brand ambassadors. In simple words, we call it employee experience. But we would go a step ahead and say your employees can play a vital role in making your customers feel valued and listened to. This is the crux of the employee experience concept.

Employee Experience 11

Employee Experience Customer Experience Culture Social Media 11

Oracle

JUNE 23, 2020

This large network, along with many other social media and online platforms, allows for a variety of creative networking opportunities. Leverage social media to connect with other professionals in your field. Utilize social platforms for networking credentials. Show your personality through social media.

Social Media 94

Social Media Webinar Events Connections 94

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Here they are!

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

BirdEye

MAY 30, 2023

You can use competitive benchmarking to improve internal processes, like supplier sourcing or employee recruitment by measuring it against other companies to see how you can do better. Or measuring external metrics, like social media followers or customer review ratings , can help you gauge how your results stack up alongside others.

Social Media 98

Social Media Metrics Advertising Measurement 98

GetFeedback

AUGUST 14, 2019

Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. You must ensure that you listen to employees and improve their experience, as well. ” and “How will this make her feel?”.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Michel Falcon Experience

MAY 21, 2015

Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media. For many social media pioneers this doesn’t come as… Read More».

Customer Service 109

Customer Service Social Media Airlines ROI 109

Michel Falcon Experience

NOVEMBER 10, 2014

This post is not about football; it’s about social media, brand awareness and customer engagement. As a customer experience consultant and keynote speaker, I’m always on the hunt to find companies who are engaging well with social media to discuss with my clients and email subscribers. featured'

Social Media 145

Social Media 2014 ROI Financial 145

delighted

FEBRUARY 2, 2022

Here’s a closer look at what the employee lifecycle is, why designing an employee lifecycle strategy is important, the seven stages you should know about, and how to get started creating a strategy to improve your employee experience. What is the employee lifecycle? Stage 2: Recruitment. Our advice?

Net Promoter Score 83

Net Promoter Score Social Media Employee Experience Reference 83

ShepHyken

FEBRUARY 20, 2018

Great Customer Experiences Start with Great Employee Experiences: Valuable Lessons From Comcast. Are your employees properly equipped? . . ? <span When you have a great experience, implement those strategies into your own business. This could be social media, chat, phone calls, email, etc.

Social Media 87

Social Media Call Center Customer Service Training Employee Experience 87

SurveySparrow

JUNE 20, 2023

A Voice of Customer program involves a strategic and proactive approach to capturing the true voice of customers through various channels – including surveys , reviews , social media , and more. Based on these insights, businesses make informed decisions to improve the overall customer experience, and drive meaningful change.

Voice of Customer 52

Voice of Customer Customer Journey Mapping Social Media Multi-Channel 52

ShepHyken

DECEMBER 18, 2019

You get to recognize your fellow employees for what they’ve done for you. Do more on social media. Participate in conversations on social platforms and become part of the online customer community. Don’t forget that customer experience starts with employee experience. It’s an opportunity to engage.

2020 123

2020 Customer Service White Paper Social Media 123