CX Journey Inc.

Customers try your brand with a set of expectations (your brand promise) in mind. How you perform against those expectations leads to some level of satisfaction. If performance meets or exceeds expectations, then customers have a higher level of satisfaction and/or loyalty. If performance is less than expectations, then the brand promise has been broken – no explanation needed on what that means for your company. Expectations – Performance = Satisfaction https://lnkd.in/eucfhi6 #customerexperience #expectations #brandpromise

There’s this preconceived notion that customers only complete surveys or tell others if they’re mad – or happy, you pick. We’ve heard both sides of it over the last 30+ years. This point has played out in a Marketing Charts article as follows: “Interestingly, five years earlier, in 2018, research found that US consumers were more likely to share very bad than very good experiences. This has now reversed, with 73% of US respondents to the 2023 survey sharing a very good experience, versus 70% sharing a very bad experience.“ So, the jury is still out on that notion. For more details: https://lnkd.in/gW_WatMA #feedback #data #surveys #voiceofthecustomer #customerexperience

A culture audit is an important tool in your culture transformation. It isn’t just a diagnostic tool; it’s a proactive step toward shaping an organizational environment where employees thrive, leaders lead with authenticity, and business goals align seamlessly with your core values. By conducting culture audits, organizations can uncover hidden gaps, celebrate culture strengths, and make informed decisions to drive positive change. Here’s the important stuff! A well-executed culture audit doesn’t end with data collection. It’s about acting on the insights gained, whether that means addressing leadership gaps, improving communication, fostering inclusivity, or aligning daily operations more closely with core values. When organizations prioritize their culture, they create a space where innovation flourishes, employee engagement soars, and business success follows naturally. For companies that wish to stay competitive in this rapidly evolving world, a thriving culture is no longer optional – it’s essential. A culture audit offers the pathway to continuous improvement, ensuring that your organization isn’t just a great place to work but also a place where people feel valued, motivated, and empowered to deliver their best. If you’re ready to take your organization’s culture to the next level, a culture audit is the first step toward a brighter, more cohesive future. https://lnkd.in/gGxk8wFu #culture #culturechange #culturetransformation #corevalues #leadership #cultureaudit

Getting employee onboarding is critical to success for the employee! What is employee onboarding? First things first. Onboarding and orientation aren’t the same. Here’s how SHRM defines both of these terms. ➡ Orientation is the process of introducing new hires to the workplace with activities that usually lasts two to five days. Employee orientation includes a brief overview of their new company and department, completing mandatory paperwork, answering general questions, and a quick meet and greet with key internal stakeholders. ➡ Onboarding is the process of integrating new hires into the organization. Onboarding goes beyond the brief introduction and ensures that new hires are fully assimilated in their new environment by exploring the organization’s culture, mission, vision, values, and strategies. On is an introduction and the other as an integration. Important difference! https://lnkd.in/g2uPxwcy #employees #employeeexperience #onboarding #employeeonboarding

Customers come, and customers go. Companies tend to focus on when they come, but the exit is an after-thought, if a thought at all. Customer off-boarding is the process of formally ending or terminating the relationship between your business and your customers. That ending can occur for various reasons, such as the completion of a contract, customer dissatisfaction, financial constraints, or a decision to switch to a competitor. The primary goal of an off-boarding program is to ensure a smooth and positive experience as the customer departs. By executing a well-designed customer off-boarding process (more on this in the second part of this series), companies can uphold their reputation, foster goodwill, and potentially leave the door open for the customer to return in the future or recommend their services to others. It also reflects a commitment to customer-centricity and ensures a positive end to the customer’s journey with the company. https://lnkd.in/gBSpZ2a8 #customerexperience #offboarding #customeroffboarding #customersuccess

Things get done only if the data we gather can inform and inspire those in a position to make a difference. -Mike Schmoker If you want to improve the customer experience, you first need to understand your customers and their experiences. ⚙Listen ⚙Characterize ⚙Empathize Next, you've got to ensure that the feedback and the findings are socialized so that the right people can act on the right insights at the right time. #customerexperience #customerunderstanding #feedback #data https://lnkd.in/gBASa7m

At the beginning of this year, we outlined a list of what needs to get done in 2024 to ensure you achieve the business outcomes you desire. In order to do that, you were supposed to be focusing on the people first, right? Both employees and customers. After all, they’re the ones who keep the business humming along and, well, in business. Here's the post that outlines 24 things to do this year to get you on the right track, to make sure you achieve the business outcomes you desire. https://lnkd.in/gNCYjN2Z #culture #employeeexperience #customerexperience #leadership

As you consider how to measure the success of your Culture Plan (which we've written about over the last several weeks) implementation, consider the following best practices. ⚙Set Baselines: Before implementing a Culture Plan, measure current performance on key metrics to establish a baseline for comparison. ⚙Use a Mix of Metrics: Balance quantitative metrics (e.g., employee engagement scores, turnover rates) with qualitative insights (e.g., employee feedback, leadership behavior) for a holistic view of success. ⚙Regular Monitoring: Culture change is a long-term process, so regularly review progress to identify trends and make adjustments as necessary. ⚙Tie Metrics to Business Outcomes: Ensure the Culture Plan’s success is linked to tangible business results, such as customer satisfaction, productivity, innovation, employer branding, retention, or growth. By using a combination of quantitative and qualitative metrics, organizations can measure the success of their Culture Plan implementation and ensure it has a lasting, positive impact on both employees and the business. #culture #culturechange #cultureplan #workplace #metrics #successmetrics https://lnkd.in/gqZnYY6S

Is there a linkage between corporate culture and the bottom line? In a nutshell… yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised! In this article, there are some interesting findings from some culture research done by Duke University’s Fuqua School of Business. They address... ❓What is corporate culture? ❓How important is corporate culture? ❓What mechanisms underlie the creation and effectiveness of corporate culture? ❓How do other formal institutions (e.g., governance or compensation) reinforce or work against culture? ❓Do companies think their culture is effective and if not, what deters firms from having an effective corporate culture? ❓Are the upside benefits of an effective culture greater than the downside costs of ineffective culture? ❓What aspects of business performance does corporate culture affect? ❓Does culture impact firm value, productivity, corporate risk-taking, growth, M&A, financial and tax reporting, whether employees take a long-run view, and/or corporate ethics? ❓How can corporate culture be measured? https://lnkd.in/g33HSDw #culture #outcomes #businessoutcomes #workplace #metrics

Organizational silos cause pain for your employees. They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-centric culture. This means silos cause pain for your customers, too. When a company is silo’d, these are just some of the things that happen in a vacuum: ✅Communications and messaging: no consistency or doesn’t happen ✅Actions: no consistency or don’t happen ✅People development: training, coaching, hiring, rewards and recognition, etc.: no common standards or consistency ✅Data access and usage: no data sharing ✅Information and knowledge: no sharing ✅Technology and tools: unique to each silo of the organization ✅Metrics: unique and inconsistent How do break/connect silos? What about in matrix organizations? Or flat organizations? https://lnkd.in/g7Ha7i4P #silos #employeeexperience #workplace #customerexperience