NICE inContact

JANUARY 29, 2019

Every employee is unique in terms of what specifically satisfies them about a job and makes them stay with their employer. But there are also some common areas that can influence satisfaction, including the quality of supervisors, the opportunity to expand job skills, recognition and culture. It should move the needle on retention.

Call Center 164

Call Center Contact Center Culture Feedback 164

Beyond Philosophy

DECEMBER 4, 2014

It is far better to have one group or individual who oversees the design of the experience, at least until Customer focus is so ingrained in the culture that this team is no longer necessary. If you enjoyed this post, you might be interested in the following blogs: Why Most Customer Experience Programs Fail.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Improving customer experience starts with a commitment to change the culture. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking'

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Michel Falcon Experience

DECEMBER 4, 2019

She is engaged, has her own condo, travels, is fashionable and has an hour and a half to work out a day. After reading this in 2015 I was inspired to do this for employees. I now have an employee muse that describes the type of employees I want to work with. . While she is demanding, she is benevolent.

Management 78

Management Leadership Culture Fashion 78

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Not only do the disengaged impact the customer experience, but they also impact the experience of their fellow employees. First and foremost, no one can make an employee engaged.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

Think Customers

NOVEMBER 18, 2015

Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences.

Customer Centricity 40

Customer Centricity Culture Government Leadership 40

Daniel Group

AUGUST 19, 2020

These things can improve CX in the short-term , but a culture “tweak” is what is needed to make further improvements. Following is a story of what one client did to link Continuous Improvement (CI) efforts with their CX program and how the linkage has made a difference. Taking this step is a significant cultural change.

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. Blog faces-customer-experience faces of customer experience'

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Experience Investigators by 360Connext

JULY 9, 2015

In today’s hectic but “I want the new thing” culture , this model seems to fill a need. I wrote back and thanked them for the blog inspiration! A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. But the list of subscription products is a long one now. I gave up.

Social Media 110

Social Media Consulting Customers Policies 110

Beyond Philosophy

JUNE 12, 2015

Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience. Reserve your spot today!

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. Isn't that sacrilegious?

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Strativity

OCTOBER 31, 2014

Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Coming February 2015 . Date: February 3-4, 2015. No employee likes change, which is the very obstacle to any change management program. In brief: .

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

Tricia Morris

OCTOBER 22, 2015

This typically leaves employees feeling the organization doesn’t offer much information at all, or if they do, that’s it not current or accessible. And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Engagement.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Customer Bliss

MARCH 30, 2017

Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. Employee engagement: Essentially, a greater involvement by employees in the processes of defining and reimagining different customer touch points.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. Let’s move forward with this week’s blog post! Guest blog posts : Have a frontline CSM best practice you’d like to share? Company : 15Five. Join the CSM from the Trenches Community.

eBook 44

eBook Customer Success Leadership Communication 44

Strativity

FEBRUARY 11, 2015

. . . February 2015 News & Insights. . . The number one accelerator of strong customer relationships named by study participants was culture and commitment. . March 25-27, 2015. Employee Engagement. February 26, 2015. March 25-27, 2015. February CX Pulse Study. Thursday, February 26 th.

Customer relationships 40

Customer relationships Conference Study Employee Engagement 40

Strativity

APRIL 11, 2018

Starting in January 2015, CMS only awarded payments to plans (not providers) with ratings of 4 or higher. This will require that healthcare organizations look at the culture, organization, processes, and technology across their entire organization. In addition, an improved patient experience doesn’t just improve consumer engagement.

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Qualtrics

JANUARY 23, 2019

With the rise of popularity in this topic, there are thousands of EX blogs and websites. Follow China for insights into what UNLEASH and HCRI and doing in the employee engagement and HR spaces. ( @ChinaGorman ). Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

Stella Connect

MAY 4, 2017

What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand? Learn how Disney continues to capture the hearts and minds of thousands of employees around the world through an unwavering devotion to the core values established by Walt himself.”.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. I’m a big fan of the Analytics in HR Blog and Chris Rainey and his HRDLeaders podcast.”. That curiosity extends into Melissa’s reading list and podcast queue.

Analytics 47

Analytics Groups Metrics Employee Experience 47

Natalie Petouhof

FEBRUARY 28, 2016

Performance management is a practice and culture that applies to individuals, teams and departments. Using these scorecard workspaces, users can visually and automatically identify answers to employee engagement questions, such as: Which employees are meeting and exceeding goals and which areas need improvement?

Innovation 40

Innovation Gamification Management Comparison 40

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. We brought the industry’s first customer engagement hub to market. Congratulations to this year’s winners: Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. Ron’s posts about team development can be found on his High Caliber Teams blog.

Management 41

Management Automotive Leadership Effort Score 41

Qualtrics

JANUARY 30, 2019

On BuzzFeed’s culture: we take a lot of care to ensure that what we’re doing feels authentic, tailored, and appropriate for the culture. But, to people in each of those different parts of the company, we take a lot of care to ensure that what we’re doing feels authentic, tailored, and appropriate for the culture.

Culture 20

Culture Leadership Advertising Resources 20

Strativity

FEBRUARY 4, 2015

His character, Marty McFly, gets transported to 2015, and he sees everyone around him getting around on hover boards and in flying cars. Writer and director Robert Zemeckis may have gotten the hover boards and flying cars part wrong, but the 2015 business landscape is like nothing in the past.

Transportation 40

Transportation Policies Exercises Leadership 40

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Temkin Group was acquired by Qualtrics in October, 2018. Chip Bell. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. I’m a big fan of the Analytics in HR Blog and Chris Rainey and his HRDLeaders podcast.”. That curiosity extends into Melissa’s reading list and podcast queue.

Analytics 20

Analytics Groups Metrics Employee Experience 20

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Temkin Group was acquired by Qualtrics in October, 2018. Chip Bell. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

FEBRUARY 21, 2022

“Culture is a living, breathing entity that changes every day.”. That’s just one of the highlight lines from our conversation with Rachael Kelly on the healthy work culture and employee welfare. Employee wellbeing basically means measuring your employee’s health. 2 The Perfect Culture.

Employee Engagement 52

Employee Engagement Culture Survey Leadership 52

transcosmos Information Systems

OCTOBER 22, 2015

Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet! Check out last year’s top Customer Service blogs here. Salesforce Blog.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet! Check out last year’s top Customer Service blogs here.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Beyond Philosophy

NOVEMBER 28, 2016

That’s largely a function of organizational culture, customer-focused processes – – and the direct and indirect contribution of employees through ambassadorship behavior. On the employee side of the equation, ambassadorship builds both passion and partnership, enhancing the customer experience. Those question are: 1) Really?

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Experience Investigators by 360Connext

MARCH 25, 2015

Jeannie Walters (@jeanniecw) March 24, 2015. ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. David Brightmore (@digiceutical) March 24, 2015. Desire is an emotion. Loyalty isn’t. Emotion trumps data.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110