Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. These are investments focused on your employees. Workshops and training for both employees in general and for specific groups. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Or will you choose to have “those” conversations?

Leadership 66

Leadership Workshop 2020 Innovation 66

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

OCTOBER 28, 2024

Key Takeaways Stay interviews allow companies to address employee concerns early, reducing dissatisfaction and turnover. They give managers the opportunity to engage directly with employees and resolve issues before they escalate. Replacing employees, particularly in leadership roles, can cost up to 200% of their salary.

Net Promoter Score 78

Net Promoter Score Leadership Feedback Culture 78

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

Experience Investigators by 360Connext

OCTOBER 2, 2024

It requires a strategy and solid foundation to systematically improve the customer experience. Without a centralized strategic vision and approach, customers are the ones who suffer with inconsistent experiences. These lead to higher service costs, poor employee experiences, and fewer purchases overall! Journey mapping.

Consulting 143

Consulting Customer Experience Leadership Customers 143

One Millimeter Mindset

SEPTEMBER 3, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. She is a card-carrying STEM professional and left-brain thinker specializing in cross-functional leadership, new product development and professional innovation. Delivered virtually or in-person. Contact me here.

Workshop 118

Workshop Leadership Innovation Presentation 118

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Which leads me to…. Rule #5: Lead from the top.

Culture 167

Culture Airlines Call Center Customer Centricity 167

One Millimeter Mindset

DECEMBER 8, 2020

My role as a skeptical critical thinker and facilitator for intentional innovation allows me to help individuals and teams grow their cross-functional leadership voices. I specialize in professional innovation, cross-functional leadership and client retention. Moving forward into 2021, what team role do you intend to play?

2021 114

2021 Innovation Workshop Leadership 114

One Millimeter Mindset

SEPTEMBER 10, 2020

Shared conversations around professional overwhelm and exhaustion – like the one you and I are having today – are key elements leadership. A leadership focus recognizing our greatest strengths arrive in those one millimeter moments which find us when we least expect them to. Socially distanced, of course. Contact me here.

Workshop 89

Workshop Leadership 2020 Presentation 89

One Millimeter Mindset

APRIL 28, 2020

How do you create virtual employee experiences and client experiences? Which skills and mindset do you need to develop to level-up your cross-functional team leadership? During my last virtual workshop last week, I held up the furry bedroom slippers I wore. And vision best allows us to connect to our environments.

Workshop 89

Workshop Presentation Communication Leadership 89

BlueOcean

DECEMBER 13, 2022

People are craving experiences or services through programs that actually make a difference. Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

CX Journey

SEPTEMBER 1, 2015

There is a clear and solid linkage between the employee experience and the customer experience that is solidly supported by data and statistics. Too many executives have the mindset that they'll focus on the employees and their experience "later." Develop employee personas. So where do you begin?

Employee Experience 89

Employee Experience 2015 Workshop Customers 89

Experience Investigators by 360Connext

JANUARY 5, 2021

Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. Assure your customer experience mission is defined and communicated. Creating a culture focused on customers has to start and end with focusing on employees.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

One Millimeter Mindset

DECEMBER 15, 2020

Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. I specialize in professional innovation, cross-functional leadership and client retention. If everyone is an internal client of everyone else in your organization, then who are your customers?

Workshop 87

Workshop Innovation Leadership Definition 87

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

One Millimeter Mindset

MAY 28, 2020

What habits and mindset will you carry forward into hybridized future work environments to catalyze your own professional development and cross-functional leadership trajectory? Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. What role will you play? Contact me right here.

Workshop 89

Workshop Entertainment Leadership Presentation 89

ShepHyken

AUGUST 4, 2024

My Comment: It was extremely nice of Matthew Cone, customer service director at UWEBC, to summarize an article that featured my take on an employee version of Maslow’s Hierarchy of Needs (that I refer to as the Employee Hierarchy of Needs). Connect with Shep on LinkedIn.

2024 82

2024 Article Customer Service Airlines 82

One Millimeter Mindset

JANUARY 14, 2021

The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time. When you are managing teams for innovation, everyone focuses on creating better and better solutions.

Innovation 91

Innovation Management Workshop Leadership 91

One Millimeter Mindset

SEPTEMBER 17, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. She is a card-carrying STEM professional and left-brain thinker specializing in cross-functional leadership, new product development and professional innovation. One Millimeter Mindset. Delivered virtually or in-person.

Workshop 105

Workshop Leadership Communication Presentation 105

One Millimeter Mindset

JANUARY 21, 2021

When I work with individuals and teams to build their cross-functional leadership skills, we address everything of value which is overlooked in “doing” their jobs. Contact me here to discover how to build your cross-functional networking and leadership skills. All of the people who touch that project. Delivered virtually or in-person.

Leadership 81

Leadership Return on Investment Workshop Innovation 81

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience. Yeah, let’s go for this.

Leadership 52

Leadership Customer Journey Mapping Customer Experience Fashion 52

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! Make the 5-why’s and action planning an annual workshop for every work group.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Have them to lead the workshops. This shows support and allows leaders to listen for employees’ concerns, ideas and outcomes. Don’t have leaders merely attend.

Workshop 61

Workshop Culture Leadership Employee Experience 61

ShepHyken

AUGUST 25, 2024

How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Any organization who abides by this philosophy is rewarded with employee retention and repeat business. The concept is simple to follow.

Article 85

Article Customer Service 2024 Customer Centricity 85

ShepHyken

OCTOBER 1, 2024

Bring in pizza or ice cream for the employees to enjoy. And if you really want to show how much they are appreciated, have the leadership or management serve it up. This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company.

2024 92

2024 Customer Service Workshop Customer Service Training 92

ShepHyken

MARCH 18, 2024

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government. Connect with Shep on LinkedIn.

2024 85

2024 Article Customer Service Government 85

One Millimeter Mindset

FEBRUARY 13, 2019

How can chapters continuously attract the right pro-bono leadership committed to developing a relevant mix of programming and benefits to keep members excited about and committed to attending monthly chapter meetings? Is chapter leadership actively engaged in making each member welcome throughout each meeting?

Workshop 63

Workshop Leadership 2019 Books 63

One Millimeter Mindset

SEPTEMBER 15, 2020

Mutually developing networks of internal go-to resources who target making a difference is a mission-critical strategy for cross-functional leadership. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Today is the perfect time to let them know who you are and where to find you.

Leadership 86

Leadership Workshop Innovation Presentation 86

One Millimeter Mindset

FEBRUARY 4, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time.

Leadership 81

Leadership Workshop Innovation Consulting 81

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. But also, with toxic workplace environments. Often, you move on: from toxic colleagues, workplaces and stories.

Workshop 70

Workshop Presentation Leadership 2019 70

One Millimeter Mindset

MAY 26, 2020

Babette Ten Haken’s One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. So you build trust and lead to retain employees and clients.

Workshop 113

Workshop 2020 Presentation Communication 113

Qualtrics

MAY 2, 2019

In November, Qualtrics’ Women’s Leadership Development (WLD), the employee resource group that helps drive gender parity, announced that the group was going to be involved in the SheTech Explorer Day this April. When they’re not exploring the TechZone, they’re able to take part in various workshops. How Was Qualtrics Involved?

Leadership 40

Leadership Workshop Events Feedback 40

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Article 63

Article Customer Service 2023 Loyalty Programs 63

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. Marketing and thought leadership programs. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115