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Experience Required™
Aligning the Employee and Customer Experience
Curated by Charee Klimek
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Leadership Required: Why the CEO needs to drive communication and culture change to improve customer experience.

Leadership Required: Why the CEO needs to drive communication and culture change to improve customer experience. | Experience Required™ | Scoop.it

All employee engagement and customer loyalty initiatives are not created equal. What makes the best initiatives successful?

 

The CEO.

 

CEO-driven initiatives are ultimately more effective than those led by middle-management. Culture transformation to ensure brand alignment with the company’s vision and goals must start at the top.

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Content is King and Connections are Queen but Patient Experiences Rule | American Marketing Association

Content is King and Connections are Queen but Patient Experiences Rule | American Marketing Association | Experience Required™ | Scoop.it
A digital prescription for adopting a customer-obsessed approach to marketing
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Trust Can Change Everything

Trust Can Change Everything | Experience Required™ | Scoop.it

Building trust is one of the most critical challenges facing our society today...and trust is the root driver of engagement.


Via AlGonzalezinfo, Jean-Philippe D'HALLUIN
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Doing Away With Stupid Rules

Doing Away With Stupid Rules | Experience Required™ | Scoop.it

Want a happier, more engaged work force? Ask your employees to point out which company rules frustrate them the most, says guest columnist Lisa Bodell.


Via Fabrice De Zanet, Jean-Philippe D'HALLUIN
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Five Signs That Your Employee Experience is Toxic | Business 2 Community

Five Signs That Your Employee Experience is Toxic | Business 2 Community | Experience Required™ | Scoop.it

In a podcast earlier this year Freakonomics Radio, hosted by economist and author Stephen J. Dubner, asked listeners for their thoughts on workplace morale....The following is a list of five signs that your employee experience is toxic:

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DreamWorks Animation Draws on Experience of Mentors to Integrate New Hires - Featured Article - Workforce

DreamWorks Animation Draws on Experience of Mentors to Integrate New Hires - Featured Article - Workforce | Experience Required™ | Scoop.it

After an orientation, employees spend four to eight weeks training on the company's proprietary software. Then within their first 60 days, they attend a “welcome session,” hosted by CEO Jeffrey Katzenberg.

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Why the Workplace Needs Positive Psychology

Why the Workplace Needs Positive Psychology | Experience Required™ | Scoop.it
John manages a team that makes sales over the phone.

Via YSC Online, David Hain
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What Inspires Creativity in the Workplace?

What Inspires Creativity in the Workplace? | Experience Required™ | Scoop.it

Harvard Business School's Teresa Amabile discusses what makes people more creative on some days than other days.


Via Tim Malone, David Hain
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The Unintended Benefit of Post-experience Buzz

The Unintended Benefit of Post-experience Buzz | Experience Required™ | Scoop.it
Research shows, our research actually, that there is an unintended benefit of post-experience buzz. The desired outcome of buzz is amplification; spreading the brand-word amongst a wider audience not directly engaged by ...
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You Can't Do Your Job if You Don't Sleep | HBR Blog by Tony Schwartz

You Can't Do Your Job if You Don't Sleep | HBR Blog by Tony Schwartz | Experience Required™ | Scoop.it

"Two behaviors we've devalued and sometimes even demonized — rest and renewal — have a profound impact on people's productivity at work and their satisfaction across their lives." ~ Tony Schwartz

 

 

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It Takes Empathy

It Takes Empathy | Experience Required™ | Scoop.it

"In a world where we’re taught the importance of monitoring and measuring sentiment with the new tools before us, we miss the essential ingredient to meaningful relationships…empathy.

 

Once you listen, not monitor, but truly listen to customer activity and observe online behavior, you cannot help but feel both empathy and harmony. And naturally, the response it begets is only human."

 

By Brian Solis http://bit.ly/L9aaJi ;

Source http://bit.ly/LwQz17 ;


Via maxOz
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Peter Francis's curator insight, May 10, 2013 8:42 PM

Great statement 

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Why Corporate Purpose is key to Outperform Competitors...and Challenging Management

Why Corporate Purpose is key to Outperform Competitors...and Challenging Management | Experience Required™ | Scoop.it

Agile and resilient organizations will thrive in 2012. 

To make this work requires a culture of shared values and principles and an empowered work force that has permission to take action and a broad network of colleagues working under common standards with shared goals.


Via Sabrina Murphy
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How Damaging Is a Bad Boss, Exactly?

How Damaging Is a Bad Boss, Exactly? | Experience Required™ | Scoop.it
What's the one factor that most affects how satisfied, engaged, and committed you are at work? All of our research over the years points to one answer — and that's the answer to the question: "Who is your immediate supervisor?
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Happy Workers Are More Productive: Science Proves It

Happy Workers Are More Productive: Science Proves It | Experience Required™ | Scoop.it
Bummed? You're probably getting less done today. It would probably make sense for your boss to make sure you're happy, instead.
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The Right Role for Top Teams | strategy + business [registration required]

The Right Role for Top Teams | strategy + business [registration required] | Experience Required™ | Scoop.it

Analysis of informal networks offers a potent leadership model for the C-suite: Make top teams the hub of the enterprise, and watch performance improve.

 

[Registration Required]

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The 5 W’s of Enterprise Social Networks

The 5 W’s of Enterprise Social Networks | Experience Required™ | Scoop.it

Even though there is a growing amount of information on the web on enterprise social computing a concise guide for executives is needed to outline the benefits and challenges of deploying it to your business.

 

What is Enterprise Social Networking?

 

Enterprise Social Networking (ESN) is a set of tools and behaviors that promote open conversations within an organization to achieve business objectives.

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Why Remote Workers Are More (Yes, More) Engaged

Why Remote Workers Are More (Yes, More) Engaged | Experience Required™ | Scoop.it
Distance does make the heart grow fonder.

 

Who is more engaged and more committed to their work and rates their leaders the highest?

 

A. People who work in the office
B. People who work remotely

 

If you picked A, you might be as surprised as the investment firm I worked with recently, which found in reviewing results of a 360-degree feedback process that the answer was, in fact, B.

 

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One Thing Employees Need (But Rarely Get)

One Thing Employees Need (But Rarely Get) | Experience Required™ | Scoop.it

Pay, benefits, training, opportunities: All important. But this is more important: self-respect.

 

If you want to be considered a great employer--and you certainly should--providing your employees with higher pay, better benefits, extensive training, and greater opportunities are definite factors.

 

The problem is you might not have the resources to do all that.

 

That's okay. You can still be a great employer, because one thing you can give your employees is more important.

 

Self-respect.

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Let Your Employees Know It's OK to Leave

Let Your Employees Know It's OK to Leave | Experience Required™ | Scoop.it
Want to grow your business? Map out as clear-cut a strategy for employee exits as employee hires. Here's how.
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HR Pipeline: 4 Reasons to Invest in Leadership Development - CCL e-Newsletter July 2012

HR Pipeline: 4 Reasons to Invest in Leadership Development - CCL e-Newsletter July 2012 | Experience Required™ | Scoop.it
Organizations that invest in leadership development perform better than those that don't.

Via David Hain
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Big Data Advances in Customer Experience Management ...

Big Data Advances in Customer Experience Management ... | Experience Required™ | Scoop.it
I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience.

 

Big Data principles can help you create a customer-centric culture.

 

By integrating different sources of business data and uncovering insights about a variety of different metrics, you build interest across different organizations in understanding what is important to the customers. The integration of different business data would necessarily involve key stakeholders from each organization, and the mere act of integration would be a catalyst for further cross-organizational discussions about the customer. Applying a customer-centric data federation and aggregation approach to business data integration helps senior leaders understand how their organization (and its metrics) impacts the customer.

 

Additionally, the results of customer research become more applicable to other organizations or departments when their data are used. Expanding the use of customer data to other departments (e.g., HR, Call Center, and Marketing) helps the entire company improve processes that are important to the customer. Here are some examples of how companies are using this type of research to build a customer-centric culture.

 

• Identifying and building customer-centric operational metrics for executive dashboards

• Removing the noise from executive reports by including only customer-centric business metrics (known to be predictive of customer satisfaction)

• Integrating customer feedback into operational systems (CRM) so front-line employees understand the interactions and attitudes of their customers

• Conducting in-depth customer research using all business data to continually gain customer insight to establish a competitive advantage

 

Big Data technologies and processes can go a long way in helping you support your CEM program. By taking a customer-centric approach to your Big Data, you will be able to literally build the company (its data) around the customer.

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The Future Of Customer Experience – 3 Examples Of Virtual Assistants, Biometrics And Siri-Style Services | TechCrunch

The Future Of Customer Experience – 3 Examples Of Virtual Assistants, Biometrics And Siri-Style Services | TechCrunch | Experience Required™ | Scoop.it

 

"The future of customer service is less about the people than it is the sound of a person or even the virtual image of an individual."

 

Technology should support people and strengthen our humanity - not replace. ~ck


Via Richard Sedley
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I Have Terrible News: Value Of Communication In Honesty

I Have Terrible News: Value Of Communication In Honesty | Experience Required™ | Scoop.it

When CEOs describe what they want most in people they hire, they  consistently talk about honesty and integrity.  Among the leadership competencies that we measure, honesty and integrity have consistently received high scores, putting them at the first or second position in comparison to everything else.

 

One of the fundamental principles of good leadership is the willingness to treat others with respect. Our ability and courage to speak honestly with one another is most certainly at the heart of treating one another with respect. Indeed our research on this leadership quality of integrity paints an interesting picture. We found that leaders who received high scores on honesty and integrity also received high scores on the following five behaviors: http://onforb.es/L7wqTu ;


1) Approachable
2) Acted with humility
3) Listened with great intensity
4) Made decisions carefully
5) Acted assertively

 

The first four of these portray someone who treats others with great respect.

The final item, acting assertively is the engine that in large part drives integrity


Source: http://onforb.es/L7wqTu ;


Via maxOz
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7 Dimensions of the Branded Customer Experience | B 2 Community

7 Dimensions of the Branded Customer Experience | B 2 Community | Experience Required™ | Scoop.it

By Maz Iqbal, July 18, 2012

According to the CIM: “Over the last fifteen years, the concept of branding has evolved from merely a design and communications-led ideal to one which runs far deeper into the DNA of an organisation. Today’s CMO has little choice but to acknowledge that whilst brands are built on promises, it’s the experience delivered that makes the difference between a myth and a reality.”

 

So how are marketers and the organisations they work for/within getting on in making this shift?

 

According to the research/report put out by CIM there are 7 key dimensions at the heart of the branded customer experience:


1. Strategic Vision

2. Leadership

3. Customer-centricity

4. Culture

5. Operations

6. Measurement

7. Marketing clout...

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Neuroleadership: How Your Brain Fights for Social Survival in the Workplace :: Strategic Leadership Institute

Neuroleadership: How Your Brain Fights for Social Survival in the Workplace :: Strategic Leadership Institute | Experience Required™ | Scoop.it

"Your brain views the workplace primarily as a social environment where it is constantly assessing social interaction as either threats or rewards."


Read more: http://strategicleader.webnode.com/news/neuroleadership-how-your-brain-fights-for-social-survival-in-the-workplace/

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Getting to the Bottom Line Impact of Employee Engagement

Getting to the Bottom Line Impact of Employee Engagement | Experience Required™ | Scoop.it

What’s the actual return on investment (the ROI) of employee engagement, anyway?

 

“just how much does employee engagement matter, anyway?”


Via Jean-Philippe D'HALLUIN
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