Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. And when there is no mission around what to deliver, employees are left to make it up as they go. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! I love to hang around with entrepreneurs.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. Employee Engagement is a phrase that gets thrown around a lot, so it''s important to understand what engagement means and how it comes about. This definition of engaged employees comes from Gallup.

Customer Journeys 80

Customer Journeys Employee Engagement Employee Experience Culture 80

CX Journey

JUNE 23, 2015

Fact: The employee experience drives the customer experience. So many companies still fail to recognize that important connection, to the ultimate detriment of the business. Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

Experience Investigators by 360Connext

JULY 15, 2015

If your company is offering anything online, I beg of you, design a commerce experience that is seamlessly connected to all mobile platforms. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. Ignoring Mobile.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. This will depend on both your budgetary constraints and the culture you want to build in your contact center.

Rewards Programs 61

Rewards Programs Call Center How To Contact Center 61

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Connect with Gregg on his platforms: Website. There’s no such thing as great cultures without great leaders.”. PLAY AND SUBSCRIBE. KEY TAKEAWAYS.

Leadership 52

Leadership Culture Exercises Airlines 52

ProProfs Chat

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. employee promise, and. credo statement.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

SurveySparrow

SEPTEMBER 23, 2020

On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! They don’t have job-satisfaction or feel engaged with their work. Smooth employee journey and serene employee experience.

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

ShepHyken

MARCH 23, 2018

It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Impact: Employees with an emotional connection to their work are more productive. They had greater employee engagement and more loyal customers.

Communication 81

Communication Leadership Airlines Social Media 81

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. A Customer Performance focus engages employees to engage with customers in delivering greater customer value. Employee Engagement.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. If you focus on teams, you’ll encourage friendly competition and create a more cohesive contact center culture. This will depend on both your budgetary constraints and the culture you want to build in your contact center.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. Start by engaging the employees. Researchers have found that an engaged employee is essential to success in the global economy.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

CEM 60

CEM Omni-Channel Training Customer Experience 60

ijgolding

JULY 29, 2016

With ample opportunities to network and connect with other businesses, employers run the risk of losing their best talent. To retain staff, it’s important to provide a great company culture that makes your employees want to work for you and offer benefits which make them feel appreciated.

Insurance 120

Insurance Airlines Government Banking 120

Beyond Philosophy

AUGUST 8, 2016

This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board. Furthermore, it connects with your customers at an emotional level. Happy employees make happy vacationers.

Hotels 60

Hotels Entertainment Consulting Airlines 60

Michel Falcon Experience

JANUARY 16, 2017

To take it one step further, I selected five companies – Zappos, Southwest Airlines, Apple, Amazon and Westjet – and studied them intensely. Now that I’m a partner in a hospitality group that has over 100 employees. What is the ‘culture of learning’ like in your company? Buy relevant books.

Hospitality 60

Hospitality Study Airlines Culture 60

Qualtrics

FEBRUARY 20, 2020

Or do you want to really deliver breakthrough experiences for your customers and employees? Find out how moving away from the metrics and towards a culture of action can help you become an XM master. Connecting customer and brand in the tech industry. Employee engagement in action. Then it’s time to take action.

Government 32

Government Employee Experience Leadership Employee Engagement 32

Qualtrics

JANUARY 2, 2019

Win: Connected Government Act passes. The January 2018 passage of the Connected Government Act was a win for government CX because it requires new or updated public-facing federal websites to be mobile friendly. His 2018 book Customer Experience Culture in Government includes practical insights from those years.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are a few of the 12 building blocks of service culture?

Culture 53

Culture Airlines Net Promoter Score Leadership 53

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture. Number one: Where are we weak?

Culture 40

Culture Airlines Net Promoter Score Leadership 40

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

NOVEMBER 24, 2020

Facilitate employee-centric thinking and actions. Learn how Southwest Airlines rebuilt its understanding of employee needs along all the moments that matter. What are the benefits of employee journey mapping? More and more organizations are looking to capture feedback and insights at every stage of the employee journey.

Customer Journeys 48

Customer Journeys Employee Experience Employee Engagement Survey 48

Beyond Philosophy

JUNE 4, 2015

Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years. Worse, it can sometimes feel like ‘the enterprise culture’ as we know it has lost its way with stakeholders, especially with regard to being purpose-driven and trust-based.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Michel Falcon Experience

FEBRUARY 19, 2016

When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture. I set up Google Alerts to track keywords, like customer experience, customer service, customer centricity, Net Promoter Score, employee engagement and many others. What are your five?

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. Hsieh, Amazon’s Jeff Bezos and Virgin Group Founder Richard Branson are a sampling of some of the most well-known and successful CEOs who have risen to the top on the back of customer service and a customer-centric culture.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

Experience Investigators by 360Connext

JANUARY 14, 2015

Are employees the answer to the customer experience question? Southwest Airlines, Zappos and Amazon were all the disruptors of their day, and they all focused on delivering exceptional customer service. I was recently challenged to defend this belief and here’s how I answered. Make no mistake.

Customer Experience 110

Customer Experience Airlines Employee Engagement Government 110

Comm100

MAY 21, 2019

Ginger Hardage Keynote – Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence. If our employees are going to follow us every day, we must live our values. Jenny Dempsey – Create a Culture of Self Care in your Contact Center. My #ICMIExpo Tuesday thoughts: Ping pong isn’t culture.

Conference 143

Conference Contact Center NPS Culture 143

Experience Investigators by 360Connext

MARCH 25, 2015

‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Rachel McCarthy , Vice President of Inflight Experience for JetBlue Airline, mentioned how a full can of soda can be seen as inspiring. Little things have a huge impact.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110

Russel Lolacher

FEBRUARY 27, 2023

Connect with, and learn more about, Will on his platforms: Sideways6 The Ideas Show podcast LISTEN AND SUBSCRIBE Or, listen on: Apple Podcasts Spotify Google Podcasts KEY TAKEAWAYS How having your ideas heard helps foster employee connection. How to convince organizations to take employee ideas seriously.

Employee Engagement 52

Employee Engagement Engagement Culture Feedback 52