Culture, Employee Experience and Leadership

Don’t Talk about Great CX Culture if You Don’t Know MED

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture

Culture Loyalty Employee Experience Customer Experience

11 Articles You Need to Read About Today’s Employee and EX Landscape

InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? So, where is employee experience headed?

Article

Article Employee Experience Culture Connections

Building Your Best Culture in 2019

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

Culture 2019 Contact Center Leadership

The Employee Experience Maturity Path: How Does EX Improvement Impact Customer Behavior?

InMoment XI

MAY 24, 2022

It is as true with employee experience (EX) improvement. There is a clear path to greater employee experience maturity and employee insights success, with a map and signposts to aid the guide. 4 Signposts on the Employee Experience Maturity Path Map . 1: Employee Satisfaction.

Employee Experience

Employee Experience Culture Financial Leadership

Diagnosing And Improving Employee Connection To Company Culture

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”. In the famous words of Peter Drucker, “Culture eats strategy for breakfast.”

Culture

Culture Connections Leadership Consulting

4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. It’s a fact that delivering a great customer experience makes brands’ bottom lines brighter, too. How can you create a customer-first culture? Culture is a funny word.

Culture

Culture Lifetime Customer Customer Centricity Communication

The Importance of Employee Loyalty in the Workplace

InMoment XI

MAY 4, 2022

Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” ( Putting the Service-Profit Chain to Work , Harvard Business Review, 1994). Leadership and Loyalty. Effective leadership.

Loyalty

Loyalty 2011 Call Center Leadership

Implement These 5 Tactics to Improve Employee Experience

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

Employee Experience ROI Chief Customer Officer Culture

Building Culture and Customer and Employee Experience at The YMCA

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

Employee Experience Culture Customer Journey Mapping Customers

Virgin Shows Links Between Employee Experience and Customer Experience

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.”. Let’s take a closer look at the first element.

Employee Experience

Employee Experience Customer Experience Loyalty Programs B2C

CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

E-support

E-support Innovation Customer Centricity Loyalty

Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

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

Customer Experience Customer Journey Mapping Innovation Net Promoter Score

The Five Rules for Affecting Real Culture Change

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

Culture Airlines Call Center Customer Centricity

What My Boss Taught Me about Leadership

Beyond Philosophy

NOVEMBER 3, 2015

If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Virgin Shows Links Between Employee Experience and Customer Experience. Employee Culture: Why Amazon is on Top and Bank of America Isn’t.

Leadership

Leadership Banking Employee Experience Loyalty

QUI QUOTES Reminders about Leadership and Employee Engagement.

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. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Don’t just lead your employees.

Leadership

Leadership Engagement Financial Loyalty

The Three Stages to Developing a Customer-Centric Culture

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

Customer Centricity Culture Webinar Customers

The Three Stages to Developing a Customer-Centric Culture

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

Customer Centricity Culture Webinar Customers

Find success in mastering employee experience

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].

Employee Experience

Employee Experience Net Promoter Score Leadership Culture

Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Books

Books Magazine Return on Investment Culture

Unlocking Employee Will: Driving Business Transformation and Customer Experience

eglobalis

SEPTEMBER 19, 2024

This article explores the core strategies that align employee motivation with both transformational goals and CX improvements, ensuring sustainable success for businesses. Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals.

Customer Experience

Customer Experience Leadership Innovation Workshop

Top women CXOs

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer

Chief Customer Officer 2006 Customer Experience Professionals Consulting

Building a Customer Experience (CX) Strategy

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. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)?

Customer Experience

Customer Experience Contact Center Return on Investment Employee Experience

Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity

Customer Centricity Culture Government Workshop

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

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. Cultivate an engaging company culture. How can I make a difference? .

Customer Experience

Customer Experience Customer Journey Mapping Culture Customer Journey

Best Practices in Communications to Improve Employee Experience

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. PeopleMetrics’ Employee Experience tools can help managers and executives identify breakdowns in communications, which is especially important today. Topic: Employee Experience.

Employee Experience

Employee Experience Communication CEM 2001

Communicating CX: 15 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about. Absolutely.

Communication

Communication Customer Experience Customer Journey Mapping Net Promoter Score

CXO Transforms Parkland Hospital Customer Experience Through Employee Experience

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality

Hospitality Employee Experience Customer Experience Healthcare

How to Define and Execute a B2B Customer Experience Strategy

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B

B2B Customer Experience Customer Centricity Omnichannel

10 Things You Must Know to Establish and Preserve Your Customer Service Culture

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

Culture Customer Service Leadership Airlines

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

2022

2022 Customer Experience Customer Journey Mapping Customer Journey

Sales Leadership Skills That Will Help Your Team Soar to New Heights

Integrity Solutions

SEPTEMBER 22, 2022

Simply adding more people to the team won’t deliver the scalability and dividends you’re looking for if your sales leaders aren’t willing to put in the work to create a culture of safety and empowerment that inspires confidence, continual development and genuine human connections. The latter drawing is the culture you want.

Leadership

Leadership Sales Culture Definition

The Leadership Blueprint for Culture Change with Kevin Oakes

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

Culture Leadership Books Competitive Advantage

Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand

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

Sports Customer Experience E Commerce Travel

3 Steps to Solidify Your CX Foundations at a Cultural Institution

Customer Bliss

SEPTEMBER 5, 2019

In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).

Culture

Culture Chief Customer Officer Leadership Presentation

Employee Experience Strategy: Do’s and Don’ts

SurveySparrow

APRIL 18, 2021

Employee experience, like customer experience, is a crucial aspect of running a business because it plays a significant role in determining client satisfaction. A happy and satisfied employee is more likely to cater to the customers’ needs, thereby improving their experience with a company. The Cultural.

Employee Experience

Employee Experience E-support Feedback Measurement

A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

Customer Bliss

NOVEMBER 29, 2016

The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Communication.

Chief Customer Officer

Chief Customer Officer Leadership Metrics Roadmap

The Best Customer & Employee Experience Content of 2022

The DiJulius Group

JANUARY 2, 2023

Our Top Blogs from 2022 A Leadership Epiphany on Workplace Culture Where Have All the Workers Gone, and How Can I Attract and Keep Them? The post The Best Customer & Employee Experience Content of 2022 appeared first on The DiJulius Group. I recommend sharing this with your entire team. 6 Reasons Your.

2022

2022 Employee Experience Leadership Culture

Is Customer Experience Worth It? And Much How Should You Invest?

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. CX Can Create Better Days for Your Employees.

Customer Experience

Customer Experience Net Promoter Score Culture ROI

Building a Customer Experience (CX) Strategy

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. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)? CX champions).

Customer Experience

Customer Experience Contact Center Return on Investment Employee Experience

Building a Customer Experience (CX) Strategy

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. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)? CX champions).

Customer Experience

Customer Experience Contact Center Return on Investment Employee Experience

The Best Customer & Employee Experience Content of 2023

The DiJulius Group

JANUARY 2, 2024

Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group. Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.

2023

2023 Employee Experience Culture Customer Journey

Employee Happiness is the Key to an Excellent Customer Experience

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

Customer Experience Employee Experience Culture Leadership

Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Books

Books Magazine Return on Investment Culture

NPS Best Practices: Be a Leader not a Laggard

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. NPS Best Practices Tip #3: How You Execute is Key To Your Success Effective execution determines success.

NPS

NPS Customer Centricity Culture Automotive

Don’t Talk about Great CX Culture if You Don’t Know MED

11 Articles You Need to Read About Today’s Employee and EX Landscape

Trending Sources

Building Your Best Culture in 2019

The Employee Experience Maturity Path: How Does EX Improvement Impact Customer Behavior?

Diagnosing And Improving Employee Connection To Company Culture

4 C’s of CX Culture: How Well is Your Company Doing?

The Importance of Employee Loyalty in the Workplace

Implement These 5 Tactics to Improve Employee Experience

Building Culture and Customer and Employee Experience at The YMCA

Virgin Shows Links Between Employee Experience and Customer Experience

CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

The Five Rules for Affecting Real Culture Change

What My Boss Taught Me about Leadership

QUI QUOTES Reminders about Leadership and Employee Engagement.

The Three Stages to Developing a Customer-Centric Culture

The Three Stages to Developing a Customer-Centric Culture

Find success in mastering employee experience

Celebrating Tony Hsieh's Contribution to CX

Unlocking Employee Will: Driving Business Transformation and Customer Experience

Top women CXOs

Building a Customer Experience (CX) Strategy

Six Ways to Actively Build a Customer-Centric Culture

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

Best Practices in Communications to Improve Employee Experience

Communicating CX: 15 Tips for Talking About Customer Experience

CXO Transforms Parkland Hospital Customer Experience Through Employee Experience

How to Define and Execute a B2B Customer Experience Strategy

10 Things You Must Know to Establish and Preserve Your Customer Service Culture

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Sales Leadership Skills That Will Help Your Team Soar to New Heights

The Leadership Blueprint for Culture Change with Kevin Oakes

Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand

3 Steps to Solidify Your CX Foundations at a Cultural Institution

Employee Experience Strategy: Do’s and Don’ts

A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

The Best Customer & Employee Experience Content of 2022

Is Customer Experience Worth It? And Much How Should You Invest?

Building a Customer Experience (CX) Strategy

Building a Customer Experience (CX) Strategy

The Best Customer & Employee Experience Content of 2023

Employee Happiness is the Key to an Excellent Customer Experience

Celebrating Tony Hsieh's Contribution to CX

NPS Best Practices: Be a Leader not a Laggard

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