Posts about connecting-cx-and-ex

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Jill Phillips | Mar 16, 2017

4 Effective Ways to Run Your Remote Customer Service Team

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power ...

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Customer Centricity, Employee Experience, Connecting CX and EX
PeopleMetrics | Oct 14, 2015

What Ants Can Show You About Employee Engagement & Customer Centricity

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting ...

Reading time: 4 min
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Voice of the Prospect, Employee Satisfaction Surveys, Voice of the Employee, Customer-Centric Culture, Customer Centricity, Employee Experience, Connecting CX and EX
PeopleMetrics | Oct 1, 2015

A Trip to Staples: Why Employee Experience Matters to Customers

Here's a little story about how I walked out of a Staples for the last time.

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Customer Retention, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Customer Centricity, Customer Experience Improvement, Employee Experience, Connecting CX and EX
PeopleMetrics | Sep 1, 2015

Amazon's Workplace Woes, and Leading Customer-Centric Cultures

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, ...

Reading time: 6 min
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Customer Service Satisfaction, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Customer Centricity, Employee Experience, Connecting CX and EX
PeopleMetrics | Aug 25, 2015

How to Navigate Toward Customer Centricity

Imagine an ocean scene. Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. And here ...

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Customer Engagement, Customer Retention, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Customer-Centric Culture, Customer Loyalty, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement, Connecting CX and EX
PeopleMetrics | Jul 31, 2015

How to Leverage Employee Feedback on Your Customer Experience

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. ...

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Customer Experience, Enterprise Feedback Management, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Customer Centricity, Employee Experience, Connecting CX and EX
PeopleMetrics | Jun 26, 2015

4 Customer Centricity Lessons From My Visit to Costco

It’s been an eventful couple of months on the personal front. My wife and I bought a house. (Gasp!) We moved into that house. (Double gasp!) We have mortgage ...

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Enterprise Feedback Management, Voice of the Prospect, Customer Engagement, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Customer Centricity, Employee Experience, Connecting CX and EX
PeopleMetrics | Jun 16, 2015

New Data Show Lack of Leadership Commitment to Customer Centricity

On your marks… Let's start… The CX Feud! (DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the ...

Reading time: 6 min
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Customer Experience, Customer Experience Strategy, Voice of the Employee, Customer Centricity, Connecting CX and EX
PeopleMetrics | May 22, 2015

How to Improve Customer Experience Strategy, One Step at a Time

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So ...

Reading time: 7 min
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Customer Experience, Enterprise Feedback Management, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Experience, Connecting CX and EX