InMoment XI

AUGUST 17, 2023

They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success. Provide opportunities for growth and development, and ensure that employees have a clear understanding of their roles and responsibilities. Book your meeting today

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. According to Branson’s statement about the policy, “ If you take care of your employees, they will take care of your business.”. Engaging Millennial Employees.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 266

Books Magazine Return on Investment Culture 266

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

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Erica Sosna.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. More importantly, they also want the right employees. The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. There’s a difference.

Employee Experience 139

Employee Experience Culture Customer Service Training Books 139

Beyond Philosophy

SEPTEMBER 11, 2014

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. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Book your meeting today We look forward to discussing how we can support your growth and success.

NPS 195

NPS Customer Centricity Culture Automotive 195

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Magazine Return on Investment Culture 182

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. Combining the Customer and the Employee Experience.

Engagement 167

Engagement Employee Experience Retail Consulting 167

ShepHyken

JULY 5, 2021

Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire. MarTech Series) A new national employee survey from Eagle Hill Consulting finds that 64 percent of U.S. Top 10 Must-Read Customer Experience Books by Sofia Ohlson.

Article 156

Article 2021 Customer Service Loyalty Programs 156

ShepHyken

JANUARY 7, 2025

Since writing that book, a number of other books on convenience have been published. The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBays VP of global CX. A Company Culture of Good with Chad Jensen : What is TCC? Avrins is one of the best.

2024 82

2024 Article 2025 Workshop 82

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience E Commerce Travel 197

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Books 88

Books Customer Experience Chief Customer Officer Customer Experience Management 88

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Customer Bliss

AUGUST 17, 2017

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. Instead, these rules instill fear of stepping out-of-bounds. That stifles the willingness to treat people as people. .”

Airlines 191

Airlines 2017 Culture Books 191

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

SEPTEMBER 1, 2015

The article in the NY Times tells a story of an employee culture where workers are never off the clock. (Oh Simply put: if Amazon’s workplace culture is despotic as the NY Times article said it is, then their product and the resulting Customer Experience would be, too. Or maybe one of the employees at Wal-Mart.

Culture 96

Culture Article Social Media Banking 96

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

ShepHyken

MAY 7, 2019

Culture Your Culture. Making Customers the Focus of Your Company and its Culture. They discuss her company, Design for Work Experience; her book, Culture Your Culture ; and the most effective work cultures for customer service. Culture must be intentional and relevant to its intended context.

Culture 117

Culture Books Employee Experience Innovation 117

Kayako

JULY 6, 2017

All that is captured in these customer service books. Luckily, as support grows as an industry, support minded folks are taking to their computers to write books on customer service which serve as guidance and thought-leadership for those building a career within it. 10 of the best career-inspiring customer service books.

Books 37

Books Customer Service Document Culture 37

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk.

Connections 140

Connections Culture Metrics Employee Experience 140

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. In his 2010 book, Marketing 3.0: Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 144

Financial White Paper Books Airlines 144

ShepHyken

DECEMBER 3, 2019

They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others. Top Takeaways: Find ways to do something meaningful for your employees around the holidays—or any time of year.

Employee Experience 105

Employee Experience Culture Books Feedback 105

Beyond Philosophy

JANUARY 28, 2015

This is effectively the culture of the organization. Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. What are the taboo subjects?

CEM 146

CEM Books Webinar Blog 146

ShepHyken

SEPTEMBER 24, 2019

The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.

Customer Centricity 115

Customer Centricity Employee Experience Communication Books 115

ShepHyken

MARCH 10, 2025

Gratitude in Action: How Top Entrepreneurs Recognize Their Teams on Employee Appreciation Day by Entrepreneurs’ Organization (Entrepreneurs’ Organization) Successful entrepreneurs know that when you treat employees well, they are more likely to treat your customers well. Getting Ghosted? Is that a bad thing?

2025 71

2025 Article Loyalty Programs Customer Service 71