InMoment XI

APRIL 18, 2022

Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work? And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value.

Article 418

Article Employee Experience Culture Connections 418

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

CloudCherry

AUGUST 19, 2019

They expect companies to build a smooth and seamless customer experience, no matter which channel they are engaging on. If you intend to create a customer-centric culture, you can no longer afford to have siloed customer data. The post Creating a Customer-Centric Culture: Share Data with Purpose appeared first on CloudCherry.

Customer Centricity 218

Customer Centricity Culture Insurance 2019 218

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. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. My 3 buzzwords: Engagement.

Leadership 283

Leadership Culture Customer Centricity 2019 283

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin' . “Sometimes it’s ok to be #2… Don’t worry about the big guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

InMoment XI

DECEMBER 9, 2024

Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Download Now Exit this form Society: Divided, Yet Connected Customers navigate a paradox: craving connection in an overstimulated, fragmented world. But wellness culture can fuel health anxiety.

2024 195

2024 2025 Download Roadmap 195

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

MAY 20, 2015

Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

APRIL 27, 2021

Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8. Cultivate an engaging company culture. Share your customer’s story.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

eglobalis

DECEMBER 11, 2024

Drawing insights from reliable sources, including past articles on eGlobalis.com, this article delves into the benefits of experimentation for CX programs , covering multiple areas such as omnichannel services, technology, cultural adaptation and design. High engagement levels indicate that customers find the changes valuable and engaging.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. Your people have an emotional connection. So, CARE BIG!

Leadership 158

Leadership Engagement Financial Loyalty 158

Experience Investigators by 360Connext

DECEMBER 17, 2014

Map the customer journey. (Or connect with us and leave it to the pros!). Do they to reflect a customer-centric culture? Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty' Invite a customer into your board meetings. Make sure they do.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

JULY 15, 2015

If your company is offering anything online, I beg of you, design a commerce experience that is seamlessly connected to all mobile platforms. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. Ignoring Mobile.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

InMoment XI

OCTOBER 5, 2023

Improve Contact Center Experience Step #3: Engage and Enable Employees While it’s not uncommon for brands to provide training for their employees in customer interactions, organizations can unlock even greater potential by actively encouraging their staff to share their unique perspectives on customer problems.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

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. When employees are engaged and motivated, they are more likely to deliver exceptional customer service.

Engagement 148

Engagement Employee Experience 2009 Loyalty 148

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center.

Feedback 369

Feedback Culture Customers Customer Experience 369

Experience Investigators by 360Connext

JANUARY 5, 2015

Then it tapered off, they felt less connected and important, and they drifted to my client’s competitors. Blog Culture Customer Experience Featured customer experience consulting CXI employee engagement honest evaluation linkedin loyalty' After interviewing current and former customers, I identified a pattern.

Leadership 307

Leadership Consulting User Experience Loyalty 307

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Always start with the culture; everything else flows from here. A natural follow-on from culture is to consider the employee experience. Engage employees. Your ongoing customer experience transformation work will not be successful if you have not properly engaged employees in it.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

JULY 9, 2024

Curious about how AI can elevate customer engagement and productivity? We’ll explore the immense potential of AI in leveraging vast data sources for digital engagement, enhancing chatbots, and providing predictive analytics—all while maintaining a genuine human touch. You’ll also hear compelling stories from GitLab and the St.

2024 284

2024 Fashion B2C Hotels 284

Experience Investigators by 360Connext

OCTOBER 29, 2014

Do we live in a throwaway culture? Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 233

Customer Experience Leadership Innovation Workshop 233

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

Engagement 133

Engagement Employee Experience Healthcare Contact Center 133

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. These broad topics are important in any customer-centric culture, but then you can drill down where you feel each team needs more information. . Learning Paths, Defined. What is a learning path? And again….

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Experience Investigators by 360Connext

JUNE 3, 2015

In this case, the call center manager was simply reflecting the data-driven culture of the company. Empathetic and engaging behavior. He crouched down to speak to them at eye level and used phrases of engagement, like “Do you like that sculpture? One guard, however, had a unique approach, especially with children.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

InMoment XI

MARCH 23, 2022

Culture, Infrastructure, and Operational Challenges. It’s pretty clear where this story is headed: a combination of employee disconnection, perceived cultural toxicity, and burnout due to factors like lack of available support resources has directly impacted the job market.

Brands 370

Brands Document Employee Experience Events 370

InMoment XI

SEPTEMBER 20, 2022

Even consultants and professional HR associations like the Society for Human Resource Management have determined that even high-level satisfaction doesn’t necessarily mean closer connection to the employer or greater employee performance. Employee Engagement: Doing What (Almost) Everybody Else Does. What keeps them there.

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. Apple: Apple’s brand loyalty is legendary.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

ShepHyken

MARCH 4, 2024

How can businesses foster strong connections between their employees and the communities they serve? How can a company create a culture that values giving back and community involvement? Top Takeaways Creating a good corporate culture includes “having your employees’ backs.” positively impacts the culture.

Culture 93

Culture Wireless Customer Satisfaction Employee Experience 93

CX Accelerator

OCTOBER 7, 2019

By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. The employee experience and customer experience are inter-connected, and to care for customers, a company must also care for their employees. Or at least they should, as their job depends on it!)

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 221

Employee Experience Culture Financial Leadership 221

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Engage with Your Audience: Build strong relationships with your audience through active engagement. What are the Key Components of Brand Reputation Management?

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. The Importance of Leadership Buy-In for Customer Experience Having leadership buy-in is essential for creating a customer-centric culture within an organization. This is why we have to continually connect to the business why.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. This involves understanding the emotions your customers have when engaging with your company, whether in-person or online. There’s a reason they named them—calling out to all of them helps each person feel individually connected as a community.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238