inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. Employee Outreach.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect�.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

Integrity Solutions

AUGUST 23, 2019

The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. Part 3 in a blog series. We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword. The Impact of Engagement on Performance and Profitability. by Donna Horrigan.

Employee Engagement 43

Employee Engagement Banking Engagement Competitive Advantage 43

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. Let’s jump into the interview then.

Employee Engagement 52

Employee Engagement Engagement Employee Experience Survey 52

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. On her blog, Denise shares insights and case studies from big brands.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

NICE inContact

AUGUST 27, 2019

So, the importance of engaging customers and connecting with them emotionally can’t be overstated. Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent.

Connections 149

Connections Tips Social Media Multi-Channel 149

Stella Connect

SEPTEMBER 20, 2021

While the concern about how to keep agents engaged was greater than it had ever been, it was already – and still is – a constant concern for contact center managers, especially as it relates to agent turnover , agent performance , and ultimately, the customer experience. Let’s start with a look at engagement. Engagement is an outcome.

Connections 64

Connections Engagement Contact Center Culture 64

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Engage with Your Audience: Build strong relationships with your audience through active engagement. What are the Key Components of Brand Reputation Management?

Brands 378

Brands Management Multi-Channel Social Media 378

Beyond Philosophy

JULY 12, 2016

Its foundation of employee satisfaction is built on shifting sand. Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Hallmark Business Connections

MAY 27, 2021

And because they’re able to react with empathetic, heartfelt gestures, they create an experience as rewarding to the employee as they are to the customer. In the following video, “Connecting with Customers Through Empathy,” we share practical tips to help boost your organization’s emotional intelligence and business results.

Video 92

Video Connections Customer Care Employee Engagement 92

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. to the left) My response was: “That’s a blog post on its own! There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Hero Digital

NOVEMBER 12, 2018

To avoid content overload and a mishmash of incompatible systems that make basic tasks a total time-sink, your intranet strategy and design must be forward-thinking, resonate with employees, and simplify the communication experience. How can your intranet strategy improve efficiency, engagement, and retention?

Employee Engagement 66

Employee Engagement Engagement Strategy Culture 66

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! I originally wrote today's post for Clicktools.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Beyond Philosophy

DECEMBER 5, 2017

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” These employees start their work day, they perform their job at acceptable levels, and they go home.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 26

Employee Engagement Metrics Engagement Course 26

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). .

Feedback 492

Feedback Culture eBook Training 492

Experience Investigators by 360Connext

MARCH 11, 2015

Blogs are at the center of many content strategies. It’s challenging to write frequently around similar topics, but when I’m stuck for blog ideas I’ve found some invaluable resources. I hope these blogging tips will help you, too. One particularly pertinent commenter requested a “part 2″ to a blog.

Tips 110

Tips Social Media Leadership Exercises 110

Daniel Group

DECEMBER 21, 2023

My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX): B2B Industry Culture: What Should You Do for Business Success? In this blog, I discuss the importance of culture in achieving success in the B2B industry. CX and EX go together.

Culture 52

Culture B2B Industry Competitive Advantage 52

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. Finding and keeping employees. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. …both challenges related to people.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation. correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 20

Employee Engagement Metrics Engagement Course 20

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

Beyond Philosophy

NOVEMBER 30, 2023

Starting with… Help People Realize How Their Role Affects The Customer Many people in the organization who do not work with customers might need help with this connection. Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. At the onset of the pandemic, we immediately looked for ways to use technology to empower our global employees.

e-support 264

e-support Culture Innovation Employee Engagement 264

Experience Investigators by 360Connext

DECEMBER 17, 2014

Map the customer journey. (Or connect with us and leave it to the pros!). Bookmark this blog and subscribe to the Crack The Customer Code podcast ! Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty' Keep learning!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 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. If your employees aren't engaged, it will be very difficult for them to delight your customers.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Contact Center 82

Contact Center Competitive Advantage Employee Engagement Engagement 82

ShepHyken

FEBRUARY 23, 2018

It starts at the level of the employee experience. As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. Be Authentic: When interacting with another, whether customer or employee, genuinely listen for understanding. So how do we do that? Nathalie W.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

SurveySparrow

OCTOBER 8, 2021

However, the fact remains that an organization is as successful as levels of employee engagement within it. . This is the reason why business organizations in contemporary times pay great heed to employee engagement strategies. Uniquely effective employee engagement ideas to drive retention.

Engagement 52

Engagement Social Media Employee Engagement Financial 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Blog Culture Customer Experience Featured employee engagement leadership linkedin' How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Experience Investigators by 360Connext

OCTOBER 20, 2014

Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. Blog Communications Culture Customer Experience Featured communication employee engagement Entrepreneurship Groupon linkedin'

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

LiveChat

OCTOBER 28, 2016

However, they often forget about one of the most fundamental ones: employee engagement. Employee engagement is the thing that makes people shine when they work. Find out how to reach that kind of employer-employee relationship and learn how to stimulate employee engagement. Why you should bother?

Employee Engagement 28

Employee Engagement Engagement Survey Video 28

ShepHyken

NOVEMBER 30, 2018

The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. No, this process will not seamlessly connect all your channels. It will, however, yield an experience that is valuable whenever or wherever customers choose to connect. It Had Better Be!

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Reading all sorts of books could open your employees up to new possibilities around how to deliver a great customer experience, how to empathize with people in difficult situations, and how to innovate for the next wave of what you deliver. Maybe instead of books you recommend articles or blogs to discuss.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273