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. 3 Key Touchpoints where Employee Experience and Customer Experience Meet: 1.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

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

Experience Investigators by 360Connext

FEBRUARY 23, 2021

But if employees, partners and others only hear about customer experience as a one-time or even once-per-year thing, then how are they supposed to really understand and see the possibilities of it? Organizations that focus on customer experience as part of who they are don’t stop communicating about it. Absolutely.

Communication 178

Communication Customer Experience Customer Journey Mapping Net Promoter Score 178

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

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 370

Customer Experience Employee Experience Social Media Roadmap 370

InMoment XI

OCTOBER 5, 2023

Using automation within online chats, online reviews , or survey feedback, for example, allows your brand to direct customers to solutions for smaller problems. This feedback becomes even more valuable when you can harness a data platform that utilizes unstructured data analytics and creates actionable insights.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Customer experience is directly connected to employee experience.

Employee Experience 143

Employee Experience 2020 Sports Connections 143

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

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

GetFeedback

AUGUST 14, 2019

I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. FREE TOOL: CSAT CALCULATOR .

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. So if you are struggling to monitor engagement for your customer service team, fear not, we’re going to bring you a simple 3-step guide on how to improve employee experience and maximize customer service engagement.

Employee Experience 137

Employee Experience Customer Service Engagement Article 137

InMoment XI

OCTOBER 20, 2022

Customer experience started out in the golden age of advertising, market research, and understanding consumers. Then, the internet was born, and online surveys were created to collect customer feedback in a timely manner. Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Culture Workshop Events 397

InMoment XI

MAY 4, 2022

Train employees in soft skills as well, like de-escalating a situation, and feeling and expressing empathy. Give Employees the Time They Need. Think about voice of the customer (VoC) for a moment, and how often feedback comes from a post-interaction customer satisfaction survey, whether it’s an automated phone call or email.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Experience Investigators by 360Connext

AUGUST 3, 2021

Customer experience management can feel like a lot. They are designing customer feedback surveys and strategizing around the onboarding communications. They are reacting to the feedback and reporting on the results. They are communicating directly with customers and presenting to leaders. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Ask fellow leaders and leverage customer feedback. Look to the future.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

eglobalis

SEPTEMBER 16, 2024

C-suite executives must set a clear mission that places customer experience at the core of the company’s strategy. Leaders need to communicate the importance of CX across all departments—not just customer-facing ones. Foster Proactive Support and Feedback Loops B2B customers need proactive support to ensure their complex needs are met.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

InMoment XI

MARCH 30, 2022

Voice of Employee is a bit more complex, and given today’s talent landscape and heightened set of employee responsibilities, perhaps even more crucial. VoE programs collect, analyze, and distill employee feedback to identify areas of performance, challenge, and opportunity.

Insights 368

Insights Insurance 2019 Document 368

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 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

While I can’t give you a recipe, I can offer some guidelines — as the Four C’s of a Customer Experience Culture. What are the Four C’s of a Customer Experience Culture? Communication. Communication. If there’s one gap in almost every organization, it is usually around communication.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Experience Investigators by 360Connext

MARCH 8, 2021

We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. . Customer Feedback. What feedback is collected at your organization? How are those insights communicated to drive action?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Customer Bliss

JULY 19, 2019

Listen to Your Customers’ Direct Feedback. Daniel needed to know directly from customers how they felt about their Genesys experience. He had some customers share their experience via video, and it was extremely eye-opening.

Employee Experience 160

Employee Experience Customer Success Presentation Travel 160

eglobalis

AUGUST 13, 2024

Samsung Electronics itself is divided into several key segments: Consumer Electronics (CE), Device Solutions (DS), and IT & Mobile Communications (IM). The company’s ability to quickly implement feedback and improve its products is a testament to its robust research and development infrastructure.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

InMoment XI

FEBRUARY 1, 2024

It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. While structured data can be seen as the mathematics of human behavior, unstructured data is pure, unadulterated human communication.

Social Media 195

Social Media Insights Metrics Loyalty 195

Experience Investigators by 360Connext

APRIL 23, 2024

CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Often, CRM systems are the tools used to track important customer data and feedback metrics.) However, feedback alone cannot direct a strategy. CEM is no different, but tracking metrics alone is not a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization. Reducing refunds.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Ultimately, a positive employee experience translates into customer experience.

Engagement 148

Engagement Employee Experience 2009 Loyalty 148

GetFeedback

JANUARY 27, 2020

You may not be aware, but GetFeedback is the leading customer feedback solution for Salesforce. A VoC program involves more than just asking for customer feedback. It requires a systematic approach to gathering feedback then mining and analyzing that data for powerful insights, which drive critical business strategies.

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Culture 244

Culture 2019 Contact Center Leadership 244

InMoment XI

JULY 12, 2023

Implementing Effective Communication Channels When people connect with your brand, how do they contact you? Effective communication channels are crucial for delivering a positive customer experience. These channels must be easily accessible, responsive, and integrated to provide seamless communication and support to customers.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

InMoment XI

SEPTEMBER 14, 2023

In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated. The Connection Between Customer Experience and Reputation Customer experience is intrinsically linked to reputation management.

Brands 195

Brands Management Social Media Feedback 195

Customer Bliss

JULY 13, 2018

The first year as a CCO or CX change agent is a priority year when it comes to understanding your role within the organization, the work that was previously done to manage CX (if any was done at all), and the overall employee experience. She wanted to get “under the skin” of what employees lived day-in and day-out.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives. She spoke directly to customers and the employees. She spoke directly to customers and the employees.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

InMoment XI

JULY 12, 2022

Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data? Should that even BE an organizational expectation?

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. Can’t wait to hear your feedback!

Contact Center 214

Contact Center Culture Article Definition 214

InMoment XI

MARCH 14, 2023

How do you listen for, understand, and drive action to counter the communication problems you may encounter due to those differences? It’s essential to give the feedback to someone who has context and insight into that culture. This experience taught me that we need global understanding and empathy across. That’s a Wrap!

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Experience Investigators by 360Connext

JANUARY 10, 2023

Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143