InMoment XI

MAY 24, 2022

This article was originally posted on CustomerThink.com. It is as true with employee experience (EX) improvement. There is a clear path to greater employee experience maturity and employee insights success, with a map and signposts to aid the guide. 4 Signposts on the Employee Experience Maturity Path Map .

Employee Experience 221

Employee Experience Culture Financial Leadership 221

InMoment XI

MARCH 2, 2022

This article was originally posted on CustomerThink.com. Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Leadership Consulting 195

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Here are the five best from each category.

2024 82

2024 Article 2025 Workshop 82

Beyond Philosophy

AUGUST 25, 2015

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well. Need an Expert?

Employee Experience 167

Employee Experience Books Culture Reference 167

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. Do companies recognize the high customer experience (CX) value of employee advocates? That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. That’s my belief.

B2C 397

B2C Employee Experience Culture B2B 397

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Here are my top five picks from last week.

Article 156

Article 2021 Customer Service Loyalty Programs 156

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: As companies and brands use AI to help create personalized experiences, the topics of trust and transparency arise.

2025 71

2025 Article Loyalty Programs Customer Service 71

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Experience Investigators) Customer interviews can highlight issues in emotional ways. Here, he shares an article focused on culture.

Article 141

Article 2021 Customer Service Loyalty Programs 141

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

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. First Impressions: The Candidate Experience.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000. " Really?

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

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 435

Loyalty 2011 Call Center Leadership 435

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. You knew it wouldn’t be enough to set “great customer experience” as a goal.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional. Here is my last week article talking about CX experimentation.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. Here are my top five picks from last week.

2021 135

2021 Article Customer Service B2B 135

The DiJulius Group

APRIL 3, 2025

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. Read Full Article The post 198: The Value of Outspoken Employees appeared first on The DiJulius Group.

Culture 87

Culture Feedback Article Engagement 87

Experience Investigators by 360Connext

JUNE 4, 2024

In another captivating segment, we highlight Starbucks’ operational hurdles and the focus on operational efficiency vs. customer experience. We also examine the employee experience and customer experience link.

2024 265

2024 Customer Centricity Culture Employee Experience 265

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The customer experience begins with your staff and their employee experience.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Beyond Philosophy

SEPTEMBER 11, 2014

How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 Bezos recognized that the idea was good and put them to work on it—even though it came from a lower-level employee that hadn’t worked there long. Blogs Employee Experience'

Banking 138

Banking Culture CEM 2003 138

CX Accelerator

JANUARY 11, 2021

In this article, I’ll share some of the words from members of our community as a way of celebrating his life. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured). Igniting a passion for CX.

Books 266

Books Return on Investment Magazine Culture 266

The DiJulius Group

JANUARY 2, 2024

Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.

2023 98

2023 Employee Experience Culture Customer Journey 98

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

InMoment XI

JULY 12, 2022

Enacting this approach will also enable your frontline employees to provide a far superior experience to customers. This strengthens brand connection and creates a customer-centric culture. Many brands use data to measure employee performance as a matter of course, but tracking something only accomplishes so much.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

BlueOcean

MAY 14, 2018

And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Rely on this article to help put together your RFP.

Contact Center 214

Contact Center Culture Article Definition 214

InMoment XI

SEPTEMBER 20, 2022

This article was originally posted on Quirk’s Media. This is as true for employee experience (EX) as customer experience (CX). The most basic definition of employee experience often has to do with overall happiness on the job (or what is generally understood as employee satisfaction).

Culture 195

Culture 2006 Definition Employee Experience 195

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Any organization who abides by this philosophy is rewarded with employee retention and repeat business. It should support and augment it.

Article 88

Article Customer Service 2024 Customer Centricity 88

InMoment XI

DECEMBER 16, 2021

T his article was originally published on CustomerThink. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Communication 195

Communication Culture Definition Employee Experience 195

Beyond Philosophy

SEPTEMBER 10, 2015

It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. To see the full article, click here.

Engagement 167

Engagement Employee Experience Retail Consulting 167

ShepHyken

OCTOBER 1, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. If nothing else, get this point!

2018 19

2018 Article Customer Service Employee Experience 19

The DiJulius Group

JANUARY 2, 2023

Our Top Blogs from 2022 A Leadership Epiphany on Workplace Culture Where Have All the Workers Gone, and How Can I Attract and Keep Them? Read Full Article. The post The Best Customer & Employee Experience Content of 2022 appeared first on The DiJulius Group. I recommend sharing this with your entire team.

2022 111

2022 Employee Experience Leadership Culture 111

eglobalis

SEPTEMBER 19, 2024

By fostering a workplace where employees feel valued, trusted, and able to contribute meaningfully, organizations can create an environment where innovation thrives, and transformation efforts yield tangible results for customers.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. It’s most likely a function of the company’s culture.

2019 91

2019 Article Net Promoter Score Customer Service 91

The DiJulius Group

DECEMBER 13, 2021

Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.

2021 124

2021 Employee Experience 2020 Blog 124

ShepHyken

JULY 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I love that this article recognizes true loyalty is an emotional connection between the customer and the company or brand.

Article 85

Article Customer Service 2024 Return on Investment 85

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182