CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture 2019 Contact Center Leadership 244

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 1: Organizational Culture. Element 3: Ambassadorial Behavior.

Engagement 397

Engagement Culture Document Employee Experience 397

InMoment XI

FEBRUARY 25, 2022

And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate it. The EX/CX Connection.

B2C 397

B2C Employee Experience Culture B2B 397

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

Customer Bliss

JUNE 20, 2019

We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience. Bob explains that when he first took on the role, he knew that he needed to understand how employees show up for customers, day in and day out.

Employee Experience 128

Employee Experience Culture Customer Journey Mapping Customers 128

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. Some of the ways they’re connected are more obvious than others.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

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

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Strict time limits or quotas may discourage talented employees from taking on difficult tasks.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

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

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

InMoment XI

OCTOBER 5, 2023

This approach not only equips brands with insights into issues that customers might not have formally reported but also empowers employees to proactively drive Experience Improvement (XI) initiatives. Improve Contact Center Experience Step #4: Data Is a Gold Mine Your brand generates mountains of data every day.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 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. Every piece of customer communication is a chance to connect.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

InMoment XI

MAY 17, 2022

We dove into that in our recent 2022 Experience Trends Report (you can check out the full findings here ), but we’re going to quickly cover two of those things here for you today. What Do Employees Want from Their Employers? Supportive Culture Connection to Customer Experience. The 2022 Employee Landscape.

2022 369

2022 Culture Connections Brands 369

InMoment XI

MARCH 23, 2022

Additionally, when the pundits pushing this idea actually care to delve deeper, they insist that the challenges and perspectives brought about by the pandemic caused many employees to reconsider their positions, hence the current job market churn. Culture, Infrastructure, and Operational Challenges.

Brands 370

Brands Document Employee Experience Events 370

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. What is the employee experience (EX)?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Always start with the culture; everything else flows from here. Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. What does a seamless, easier experience look like for our customers? And again….

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Your goal is still to positively influence (and hopefully inspire) your employees. People don’t just want connection now, they need it. Topic: Employee Experience.

Employee Experience 116

Employee Experience Communication CEM 2001 116

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” of customer experience. Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. How does it connect to the overall mission and purpose of your organization?

Connections 143

Connections Seminar Employee Experience Touchpoint 143

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. One of the most important things a good journey map can do is connect the employees of an organization to the customer. It helps everyone, even those who are not in a direct customer-facing role, to know their impact on the overall customer journey and connects critical dots. Change Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Culture 195

Culture 2006 Definition Employee Experience 195

eglobalis

AUGUST 13, 2024

Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Their campaigns focus on the product’s capabilities and the experience it offers.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? How can businesses foster strong connections between their employees and the communities they serve? positively impacts the culture.

Culture 93

Culture Wireless Customer Satisfaction Employee Experience 93

Experience Investigators by 360Connext

FEBRUARY 1, 2022

All of this is important because without staying connected to the customer in this way, the CEO and others can dismiss data and ignore the emotional consequences of poor customer experiences. Better customer experience creates a cycle for better employee experiences. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

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

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. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

2024 265

2024 Customer Centricity Culture Employee Experience 265

InMoment XI

JULY 12, 2022

Finding relevant and actionable insights in your data will motivate your employees to act upon Experience Improvement opportunities. 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.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

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

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. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience E Commerce Travel 197

Experience Investigators by 360Connext

JANUARY 5, 2022

You also helped evangelize customer experience throughout the organization – way beyond those who considered themselves in customer-serving roles. You helped other leaders communicate how their team goals were connected to CX success. . Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. These are investments focused on your employees. That’s how you prioritize.).

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. A universal approach doesn’t work because customer behaviour, expectations, business models, and local cultural nuances vary widely across sectors.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

ProProfs Chat

APRIL 30, 2019

Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. This way you end up delivering a great customer service experience. They go hand-in-hand and are crucial for optimal customer experience; making agents life easy. Focus on employee experience.

Customer Centricity 102

Customer Centricity Culture Employee Experience Customers 102

ShepHyken

NOVEMBER 14, 2023

This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Workshop 158

Workshop Insurance Employee Experience Culture 158

ShepHyken

SEPTEMBER 10, 2024

If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. Connect with Shep on LinkedIn.

Employee Experience 150

Employee Experience Workshop Customer Service Training Culture 150