Employee and Customer Engagement

Best Practices in Employee and Customer Engagement

Employee engagement is about creating an environment where employees know their thoughts and actions and valued. They are trained and educated on a regular basis to maintain their professional development. They are committed to the values and goals of their company and are motivated to do their best each day. What does this have to do with customers? A confident employee makes for a very satisfied customer. Read more below.

Trust: I Don’t Think Wells Fargo Gets it Yet

I attended an excellent conference today. The Carlson School of Management sponsored their second annual Ignite Conference which focused on “Protecting Trust in Today’s Consumer Journey.”

The opening speaker gave some great stats about trust, including research that 73% of the variance in how customers have trust with you is predicted by team members’ trust of the organization.

At the end of the day, Wells Fargo’s Chief Marketing Officer Jamie Moldafsky spoke on their journey to regain trust. It was a well-crafted speech, showcasing all that Wells Fargo was doing to admit wrong-doing and earn back the trust earned over 150+ years in business.

All in all, it was impressive. But two warning signs have me concerned that they have further to go than they think. Read more

Do you have what it takes to succeed at CX?

Have you taken a look at our latest whitepaper? Also accessible from the resources page, it details strategies and insights for ensuring that your next CX initiative is a successful one that will pay for itself with opportunities for profit and growth.

Access it here: How to Select a CX Platform for Maximum Impact


Interested in workshops? Read more here.

Interested in journey mapping? Read more here.

Interested in improving your CX? Read more here.

CX Webinar Invitation, August 27th

Do your employees love your company?

Jim Tincher joins Shiftonomics to break down the customers’ journey, and how strongly it is impacted by corporate culture and the effort the company puts into empowering its frontline teams.

You’ll Learn

  1. How to hire people who care
  2. Keys to maintaining employee engagement
  3. How to map each customer’s journey
Taylor Pipes

About Taylor Pipes and Jim Tincher

Taylor Pipes, an industry specialist from Branch Messenger, is joined by Jim Tincher to talk about the customer and employee experience. With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement.

Reserve your spot here.


Interested in workshops? Read more here.

Interested in journey mapping? Read more here.

Interested in improving your CX? Read more here.

How Does a Plant Closure Help Customer Experience?

Jean Fasching, Lead Consultant

This is a guest post written by one of our very own Lead Consultants, Jean Fasching

Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. In it, an executive mentioned that the closure would help improve Customer Experience commitments. It was a technical and financially dense PR release. But, I wondered, how can a plant closure improve Customer Experience commitments? With a plant closure, production capacity is reduced. This means turn-around-time may increase and trigger an increase in cost. Impacts like this typically don’t lead to an improved customer experience. Just who is this customer? Read more

Don’t Neglect Self-Service to Engage Customers

You probably don’t view Amazon as a competitor. That’s where you’re mistaken. 

When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience. 

However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when customers don’t want to talk to our people. The research shows that we’re not doing so well there. Read more

CX + EX (Employee Experience) = Great Experiences

Customers will never love a company until the employees love it first. – Simon Simek

This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience.

It makes sense. Heck, that’s our name! Why wouldn’t we? But focusing only on the customer without regard to the employee experience leads to missed opportunities and sub-optimized efforts.

I had the great honor to co-present on this topic with Darin Byrne, Wolters Kluwer’s VP of Client Experience. We made three primary arguments to our CX audience:

  1. CX Fails Without Engaged Employees
  2. UX is Critical to Employee Experience
  3. Employee Experience Needs to be Part of Your Day Job

Read more

Three Tips for Employee Journey Mapping

Journey mapping is powerful. A clear visualization of your customer’s journey helps rally the company to support a new vision of your customers’ challenges, and how you can make it easier to be your customer.

But why should customers get all the love? If it’s such a powerful tool, shouldn’t we find other uses for it?

Employee journey mapping is often neglected. Or, worse, it’s done in a haphazard way, foregoing the discipline we use for our customers. But there’s no shortage of research on the linkage between the customer and employee experiences. Consider using your journey mapping process for customers.

Below are three tips for applying journey mapping to your employees. Read more

The ADKAR Change Model and Customer Journey Maps 

Image credit: Prosci.com

The primary reason to run a customer journey mapping project is to drive customer-focused change. That’s what we heard when we asked customer experience practitioners to rate their success with their journey mapping project. A successful journey mapping project is one where change is made from the results. 

Driving change requires a strong model, and at Heart of the Customer we’re fans of Prosci’s ADKAR Change Management Model. ADKAR stands for: 

  • Awareness of the need to change 
  • Desire to change 
  • Knowledge of what and how to change 
  • Ability to change 
  • Reinforcement of the change 

Read more

Three steps to create customer-focused change

Customer experience (CX) is about change.

I wrote about this last week. But there’s a lot of confusion about the best way to create this change.

Immature CX practitioners often see themselves there to drive the business. They see their role as being on the outside, there to show the business what the customers really want. And this role feels good. “I represent the customer, and am here to show you what they want” is an easy go-to place.

It’s also a terrible way to create sustainable change.  Read more

YMCA Quirk’s Cover Story

Journey mapping is worthless without the organizational focus to improve. This article shares how the YMCA of the Greater Twin Cities used journey mapping to better retain their Millennial customers.