eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? appeared first on Eglobalis.

Innovation 451

Innovation E-support Culture Customer Centricity 451

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is a firm believer of Employee Experience. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Zeisler Consulting

APRIL 27, 2021

I don’t have a lot of experience applying for work, as an independent consultant myself, but from time to time, something comes across my transom that piques my interest. I once had an experience with a consulting organization (I won’t name names) that is in my business and was interested in expanding their pool of consultants.

Employee Experience 93

Employee Experience Consulting Article Leadership 93

ShepHyken

NOVEMBER 3, 2024

Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes. In this article, the focus on creating a better EX is by using technology.

Article 70

Article 2024 Customer Service Loyalty Programs 70

Experience Investigators by 360Connext

JANUARY 27, 2017

Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is. The post Are Your Employees Engaged to Tell You the Truth? And innovation is one […].

Engagement 181

Engagement Consulting Innovation Employee Experience 181

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

The DiJulius Group

NOVEMBER 1, 2024

The leading organizations worldwide and in every industry focus on creating a world-class customer and employee experience. Our consulting team is here to help you implement these strategies and customize. The DiJulius Group has spent decades researching world-class organizations and discovered what sets them apart.

Employee Experience 97

Employee Experience Consulting Article Customers 97

Beyond Philosophy

DECEMBER 7, 2016

Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience. Nordstrom department stores, renowned for their devotion to customer service, provide an exemplary Customer Experience. However, they also provide an excellent Employee Experience.

Poor Customer Service 167

Poor Customer Service Employee Experience Consulting Retail 167

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience. Business owners need to treat their employees how they would like them to treat customers. The 8 skills required by any CX team are: Strategy.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Bold360

AUGUST 10, 2020

That’s why we brought Diana Dosik , Partner at Boston Consulting Group (BCG) , onto today’s show. As a consultant, she deals with different industries every day, so she has unique insight into the many ways companies are adapting. The grand COVID-19 experiment. After all, we’re all learning this at the same time.

Employee Experience 93

Employee Experience Consulting Banking Engagement 93

InMoment XI

MARCH 2, 2022

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”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 195

Culture Connections Leadership Consulting 195

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.

Article 155

Article 2021 Customer Service Loyalty Programs 155

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

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. It won’t hurt. It’s not like you have a choice.

Employee Experience 146

Employee Experience Workshop Customer Service Training Culture 146

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Engagement 145

Engagement White Paper 2015 Consulting 145

TechSee

NOVEMBER 10, 2020

If the technician needs assistance, he can transmit videos and images of technical issues from the field while consulting with a remote expert, eliminating the need for a repeat visit. The FTF rates are raised, and the time spent on site is shortened. How Visual Assistance Can Reduce Customer Service Costs.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

InMoment XI

DECEMBER 16, 2021

Although satisfied employees are generally supportive of the business and what it represents, they likely won’t go beyond doing the basics of their job descriptions. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Communication 195

Communication Culture Definition Employee Experience 195

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

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ShepHyken

DECEMBER 22, 2024

BONUS Our Top Stories of 2024 by Rachael Trickey (Call Centre Helper) All year round, our team have worked with industry experts across the world to bring you articles filled with the latest insights into Customer Experience, Employee Experience and Technology but whats been your favourite so far?

Article 77

Article 2024 2025 Customer Service 77

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

All data are publicly available. The post CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence appeared first on Eglobalis.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

InMoment XI

DECEMBER 1, 2022

.” Continuously, the report mentions,”InMoment is investing in intelligent self-service and workflow automation to help simplify the user experience (UX), while furthering its vision to support four tailored XI clouds for CX, employee experience (EX), product product experience (PX) and market experience (MX).”

Automotive 370

Automotive Return on Investment ROI Reference 370

Beyond Philosophy

JUNE 7, 2019

This episode of The Intuitive Customer dives into Colin’s new book on the subject ‘Happy People Make Happy Customers’ and we explain why the experience you provide your employees is just as critical as the one you want to deliver to customers. The question is, how do you get happy employees?

Employee Experience 115

Employee Experience Consulting Customers Books 115

Northridge Group

JANUARY 28, 2025

Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty.

Management 64

Management Consulting Customer Retention Loyalty 64

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I also realized that companies who continuously improve their customer experience can grow to become billion dollar companies. I knew that I needed to first cut my teeth before I became a consultant and keynote speaker.

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

Oracle

NOVEMBER 18, 2019

Instead, I’m here to debunk a few Millennial myths, share some practical advice on managing a Millennial workforce, and spotlight expectations when it comes to our employee experience. This is a double-whammy scenario, where the employee underperforms and the manager overstresses.

Employee Experience 80

Employee Experience 2019 Management Leadership 80

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

FEBRUARY 2, 2015

Blogs Market Research CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience management customer experiences Emotional Experience Employee Experience experts insights Moment Mapping Patient (..)

Marketing 166

Marketing CEM 2014 Books 166

CX Accelerator

MARCH 16, 2020

Is it possible that contact center leaders need to spend less time trying to put lipstick on a pig and more time improving the job and the employee experience? Becky Roemen , CX Consultant and CX Accelerator Board Member thinks so: “Is the word ‘agent’ the problem or is the problem how we treat those with the ‘agent’ title?

Contact Center 228

Contact Center Reference Communication Customer Service 228

InMoment XI

FEBRUARY 8, 2024

Strategic Services Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. This training will help employees feel comfortable in their positions and achieve constant success.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

CloudCherry

NOVEMBER 11, 2019

Lisa Vander Weide – Enterprise Client Success Lead at Smile.io, whose “empathetic nature” comes through there on the front line, where she’s working directly with customers AND impacting the employee experience. Becky Roemen – Senior CX Consultant at TTEC, and our 2 nd Place CX Influencer. We’ll toast to that!

2019 170

2019 2020 Leadership Consulting 170

The DiJulius Group

NOVEMBER 1, 2024

The leading organizations worldwide and in every industry focus on creating a world-class customer and employee experience. Our consulting team is here to help you implement these strategies and customize. Read Full Article The post Welcome to The Experience Revolution appeared first on The DiJulius Group.

Consulting 52

Consulting Employee Experience Article Insights 52

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

2016 120

2016 Leadership Employee Experience 2017 120

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100