Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). One of the most important emotions that your Experience generates with your Customers is Trust.

White Paper 160

White Paper 2014 2015 2012 160

Alida

NOVEMBER 10, 2017

Employee experience. Forrester said companies that create positive employee experiences will see gains in engagement , advocacy, retention and productivity. Voice technology will change the customer experience. It’s not just the customer that will get more attention.

2018 174

2018 E Commerce Retail E-support 174

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

Customer Bliss

OCTOBER 10, 2017

Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences. Maury says it best: “I like the word stewardship more than ownership.” ” The Deliberate Timeline Of Improvement. 2016-2018: Excellence around execution.

Customer Experience 154

Customer Experience 2014 2016 2012 154

InMoment XI

MARCH 14, 2023

But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. I’d love to hear how you think and process capturing that flavor in your design approach and how Avnet built its relationship survey with the employee experience in mind. That’s a Wrap!

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? Did you add any new ones mid-year?

2014 66

2014 Customer Experience 2015 Touchpoint 66

Customer Bliss

APRIL 18, 2018

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences.

Apparel 163

Apparel Automotive Books 2013 163

Customer Bliss

FEBRUARY 16, 2017

Community of strategy model: This is from a Harvard Business Review article on employee efforts at the New York Public Library ; it’s also summarized here. In the spring of 2014, NYPL allowed anyone on the staff to propose a strategic discussion with a senior leader.

2014 175

2014 Hotels Engagement Reference 175

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. I''m constantly reminding clients and readers alike that the employee experience cannot be an afterthought.

2014 64

2014 Leadership Employee Experience Culture 64

ReviewTrackers

MAY 15, 2020

7: Organizations that prioritize employer brand are 130% more likely to see increases in employee engagement. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. Online reviews and brand reputation matter to job seekers.

Brands 123

Brands 2017 2013 2014 123

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM 2014 74

Touchpoint Dashboard

DECEMBER 24, 2014

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map?

Customer Journey Mapping 61

Customer Journey Mapping 2014 Employee Experience Blog 61

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Do your employees have a clear line of sight to your customers? In this case, the target is the customer and the customer experience. When employees have a clear line of sight, they. I have modified the post slightly since then.

Customer Journey Mapping 64

Customer Journey Mapping Culture 2014 Touchpoint 64

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Employees feel empowered because they know CX is a priority for real. Customer Experience Is Directly Related to Employee Experience. Employees are who deliver the customer experience. Customers are willing to pay more for the experience qualities that matter most to them. (

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back. I''ll tell you, but first a story.

Customer Retention 83

Customer Retention Advertising Metrics 2014 83

CSM Magazine

NOVEMBER 27, 2020

He noted that a good blend of technology and human skills can be used to benefit both employee experience and customer experience. Paul Ridge also highlighted the value of using automation to take simple, routine, lower value tasks away from contact centre staff, so that they can focus on those customers who need more support.

Insurance 98

Insurance Webinar 2006 2009 98

CX Journey

JANUARY 23, 2015

Image courtesy of CollegeDegrees360 I originally wrote today''s post for Intradiem on September 25, 2014. That means that communication is probably the most important tool in order to provide clarity of: Purpose Vision Values Brand promise Goals Expectations When employees have clarity, it translates to clarity for customers, as well.

2014 73

2014 Customers Touchpoint Brands 73

Customer Guru

APRIL 5, 2018

William David McCann, a leading customer experience designer and the founder of Bespoke Customer Experience. Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014.

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

CX Journey

MARCH 8, 2016

Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work? As an employee, do you feel your employer cares about you and adheres to these tenets of a great workplace and a great experience? Why does that matter?

2004 45

2004 2008 Employee Experience 2014 45

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Two years later, it's still relevant! Tis the season. What did you do wrong this year?

Culture 62

Culture 2014 Employee Experience 2017 62

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. Start with a vision.

Customer Experience 70

Customer Experience 2014 Customer Experience Management Customer Centricity 70

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. What is big data?

Customer Experience 71

Customer Experience Customer Journey Mapping 2014 Voice of Customer 71

Touchpoint Dashboard

JANUARY 2, 2015

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on September 4, 2014. Do your employees have a clear line of sight to your customers? Blog customer experience employee experience Journey Map' What do we mean by “line of sight?” In […].

2014 48

2014 Employee Experience Blog Customers 48

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. I originally wrote today''s post for Intradiem. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean? According to Wikipedia, it means an unwelcome person.

Customer Centricity 64

Customer Centricity 2013 2014 Poor Customer Service 64

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

Customer Journey Mapping 62

Customer Journey Mapping 2014 Customer Centricity Touchpoint 62

CSM Magazine

SEPTEMBER 28, 2021

increases the speed of business by automating customer and employee experiences through digital virtual assistants built on its market-leading conversational AI platform. Companies who prioritize customer and employee experiences use Kore.ai’s no-code platform to raise NPS and lower operational costs. About Kore.ai.

Contact Center 52

Contact Center Average Handle Time 2014 Healthcare 52

Tricia Morris

JULY 29, 2016

Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer experience. Customer Experience Index , and if the U.S. Forrester Research recently published the results of its 2016 U.S.

Customer Experience 57

Customer Experience 2016 Wireless Webinar 57

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. In a previous post , I wrote about the customer experience inflection point. At the same time, empower employees to do what''s right, and let them know that it''s OK to make mistakes during this process: own up to mistakes, fix them, and move on. Changes must become a part of your DNA.

Management 63

Management CEM 2014 Employee Experience 63

PeopleMetrics

AUGUST 4, 2014

Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team. Customer Experience' Chris Patryn, American Hotel Register Company.

2014 48

2014 Customer Centricity Hotels Feedback 48

delighted

JUNE 21, 2019

In 2014, they specifically used NPS surveys to validate an operational change to their shipping process. Tried and true templated customer experience surveys , such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) score, or Customer Effort Score (CES), are a good starting point. Surveying employees is important too.

Feedback 55

Feedback Net Promoter Score NPS 2014 55

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

DECEMBER 1, 2017

As an ‘almost’ author, I am keen to understand your experience of writing – I understand that you published your first book a few years ago, with your second just around the corner. I published my first book – Foundations for Customer Centricity – in 2014. I therefore decided to write about it. Tell me more about it.

Books 59

Books Insurance 2018 Customer Centricity 59

West Monroe

NOVEMBER 28, 2022

In this episode, Salesforce Growth Evangelist Tiffani Bova and West Monroe Managing Director Pablo Alejo share how companies can become obsessed with their customers’ needs, how to connect employee experience to growth, and examples of 4 companies who are getting it right. We thought it would come true in 2014 or 2015.

2022 52

2022 2009 2008 Customer Centricity 52

Russel Lolacher

SEPTEMBER 20, 2022

So I have a question that I ask every, every guest as we go through this podcast, and I want to start, of course with you, which is what’s your best or worst employee experience that comes to mind? And generally speaking, that employee experience was very reflected in that moment, let’s say. Amber Naslund.

Culture 111

Culture Books Leadership Employee Experience 111

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

CX Journey

AUGUST 15, 2018

And do you use it in your customer experience transformation efforts? Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.

Transportation 36

Transportation 2014 Roadmap Consulting 36

CX Journey

MARCH 22, 2017

Quite simply, the culture and the employee experience are a mess. Nothing much has changed since 2014, right? Three years later, employee engagement is still dismal, and you hear more and more stories about toxic workplaces. So why am I writing about this yet again?

Culture 38

Culture Leadership 2014 Employee Experience 38