CSM Magazine

APRIL 9, 2019

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Employees grew to despise the company. Incentivized Fraud.

Employee Engagement 40

Employee Engagement Engagement Hospitality Effort Score 40

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Employee engagement is the latest buzz phrase in the industry.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. For instance, referred customers at a German bank were found to be 25% more profitable than those acquired through other channels.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Think Customers

JUNE 29, 2022

From online deliveries to online banking, brands rushed to provide digital options that were adopted even by technology-averse consumers. Virtual employees go the distance to cultivate culture. Culture is what we actually do. This leads to conflicting cultures and disparate interpretations of an organization’s values.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. Employees learn to do what’s always been done, even if it’s only been a few months! Venture capitalists want banking statements, not emotional ones. Risks are discouraged and punished.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Beyond Philosophy

SEPTEMBER 11, 2014

Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Relationships are like banks. That way, there’s always something in the bank for a withdrawal.”. Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It’s in the bank! However, there are conditions.

Banking 286

Banking Loyalty Culture Social Media 286

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Impacts of consistent engagement. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ijgolding

JUNE 14, 2017

Communicating the Customer Experience needs to be continuous, innovative and engaging. There is no right or wrong way to communicate – it just needs to be consistent, engaging and to a degree fun. One entrant, the Dubai Islamic Bank showed how powerful the right level of communication can be. You can read my column here!

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Think Customers

JANUARY 3, 2022

Businesses across all sectors were sent scrambling as the world largely shut down in the pandemic’s early days, but banks – where brick-and-mortar locations historically were the cornerstone of day-to-day business – faced some of the biggest changes and challenges. But beyond technology, a broader shift in employee experience was jumpstarted.

Banking 52

Banking Chatbots Conference Employee Experience 52

Integrity Solutions

AUGUST 19, 2019

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. The Rise of Technology in Banking: A Double-Edged Sword. By Donna Horrigan.

Banking 48

Banking Financial Trends Loyalty 48

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

This is a comment from a bank customer: So my bank, ING Direct Canada, just gave me $25 for being a loyal customer. I don’t know of another bank in Canada, let alone the world, that would do that. I love my bank If you want to know more about ING, just ask. I’ve been a loyal customer for over 10 years!

Loyalty 272

Loyalty Banking Social Media Consulting 272

West Monroe

MARCH 22, 2018

Last fall, I attended Dreamforce with a mission to review the state of CRM in Banking, and thus, immersed myself into all things Financial Services throughout the week. Banks who are leading in the CRM and tech spaces have spent time defining their strategy and gaining buy-in across their organization.

Banking 49

Banking CRM B2C Culture 49

Integrity Solutions

AUGUST 21, 2019

Successful banks recognize that “the customer” isn’t just an external entity. Capturing untapped opportunities requires a collaborative culture that focuses on creating value for internal customers who, together, share the common goal of creating value for external customers. Part 2 in a blog series. by Donna Horrigan.

Banking 43

Banking How To Culture Meeting 43

Alida

AUGUST 24, 2016

I’m personally attracted to entrepreneurial culture, great branding and inspirational ideas. How will you keep us engaged? Here are seven strategies to ensure your Millennial employees love the workplace: Make salaries competitive. Emphasize your workplace culture. What matters most to your Millennial workforce?

Engagement 100

Engagement How To Culture Policies 100

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Michel Falcon Experience

JANUARY 3, 2020

But, for me, that’s not an authentic People-First Culture business. Here are some individuals who interact with our brands, that sometimes are neglected: Your future employees when you’re interviewing them. Your business vendors like uniform and seafood suppliers and bank and insurance representatives. Customer Service Skill #3.

Customer Service 99

Customer Service Strategy Culture Call Center 99

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. He loved that Tony took culture to the next level.

Culture 169

Culture Banking Metrics Employee Engagement 169

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Michel Falcon Experience

FEBRUARY 27, 2020

Receiving a loan from the bank with this proof of income wasn’t very likely. Patrick must have known that this major change, one that would impact individuals’ bank accounts (a sensitive topic), would cause some of his team members to quit. But, the decision needed to be made.

Banking 97

Banking Employee Engagement Case Study Guidelines 97

SurveySparrow

JUNE 21, 2023

Hence, each touchpoint contributes to customer loyalty and the likelihood of future engagement. Additionally, our surveys are engaging and conversational which in turn helps you get the right feedback. Thus, when employees love their company, they are more likely to provide exceptional customer experiences. Grab it soon!

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

Integrity Solutions

JULY 25, 2023

The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. Incidents involving banks like SVB and First Republic Bank, coupled with the emergence of new banks, have placed many regional and community banks in a precarious position.

Banking 72

Banking Customer Expectations Omni-Channel Financial 72

Maz Iqbal

OCTOBER 9, 2014

Either because they have hit cultural glass ceilings …… or the ambition of their leaders has failed to match the rising expectations of UK consumers … This has meant that across all 263 brands analysed the overall improvement in performance was less than 1%. . First Direct (bank without high street presence).

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Beyond Philosophy

NOVEMBER 22, 2017

The stage includes ensuring that the employee has access to any applications and systems that are required for his job. Career Planning : During the planning stage, the employee and management collaboratively develop objectives and goals. Career Development : In this stage, the employee matures in his/her role in the organization.

e-support 89

e-support Banking Culture Consulting 89

CX Centric

MARCH 29, 2023

General Introduction to Employee Experience(EX): For the past many years, Customer Experience has been the most dominant factor behind many business strategies that bring about product and service development, marketing, and the general business culture. He also runs CX Brussels ( www.cx-brussels.be

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

Maz Iqbal

OCTOBER 14, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Customer Service , Employee Engagement , Leadership / Change / Transformation Tagged: brand promise , customer experience , customer loyalty , customer service , employee engagement , leadership , Nunwood 2014 CX Excellence , value propositions.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? Don’t believe me? That’s fine.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

MARCH 30, 2017

It engages leaders, unifies their decision-making, and creates an accountability forum. 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. The bank would respond “OK, here are the steps and the timeline.”

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ClearAction

JANUARY 12, 2022

This is a spin-off of the World Bank’s Ease-of-Doing-Business Index 3. The World Bank quantifies the extent to which business activity is enhanced or constrained by each country’s regulations. It’s a never-ending hamster-wheel to entice engagement. These gaps erode trust. Growth endures when it is earned through trust.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Circular Edge

MARCH 28, 2023

Considering the potential benefits of agile finance, including improved operational efficiency and employee satisfaction, it’s no surprise that CFOs and business leaders at companies of all sizes are looking to adopt the agile model. contact-form-7] Agile finance requires a supportive culture to deliver business value.

Financial 52

Financial Analysis Culture Competitive Advantage 52

Circular Edge

MARCH 28, 2023

Considering the potential benefits of agile finance, including improved operational efficiency and employee satisfaction, it’s no surprise that CFOs and business leaders at companies of all sizes are looking to adopt the agile model. contact-form-7] Agile finance requires a supportive culture to deliver business value.

Financial 52

Financial Analysis Culture Competitive Advantage 52

inmoment

OCTOBER 1, 2019

Though reporting and action structures are vital to executing on CX intelligence, companies can go further by creating an insights-centric culture. Employees will feel more empowered in their work and will be more driven to keep customers happy.

Customer Experience 40

Customer Experience How To Banking ROI 40

Beyond Philosophy

AUGUST 6, 2015

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. The employees do. Engaging Millennial Employees. And who provides that experience?

Call Center 60

Call Center Employee Engagement Insurance Culture 60

PeopleMetrics

JULY 31, 2015

The point is, keep it simple, so your employees can give you a look into their interactions. Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. Consider this sequence: EMPLOYEE: Our customers aren’t very happy with our moat and drawbridge.

Feedback 48

Feedback Customer Experience Customer Centricity How To 48

Maz Iqbal

DECEMBER 10, 2014

When you, the CEO, take the pain for your people you are putting a deposit in the bank account of goodwill. And this allows you to draw on the goodwill of your employees when you need it. Because two way loyalty (sticking by one another) is essential to creating the context for greatness to show up from your people.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110