CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Maz Iqbal

OCTOBER 1, 2014

On Tops And Their Struggle With Customer Experience and Employee Engagement. Have you noticed that the folks who occupy the seats of power (‘Tops’) in organisational life struggle with ‘Customer Experience’ and ‘Employee Engagement’? By that I am not pointing at the talk.

Employee Engagement 74

Employee Engagement Engagement Customer Experience Case Study 74

CX University

JULY 31, 2018

In 2016, closed $96 billion in mortgages (DNA of Engagement, 2018). #14 These bullets tell the full story of how Quicken Loans transforms from the inside out, beginning with its culture and employees, thus impacting customer satisfaction, satisfied customers leading to rampant growth and interstellar rise in industry.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

TechSee

JUNE 16, 2021

The greater the adoption of new technology, the more use cases can be applied and the greater the likelihood that the enterprise will see double digit improvements in their KPIs. Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement. Visual assistance adoption case study: WCTel.

ROI 251

ROI Case Study Strategy Wireless 251

Confirmit

MARCH 1, 2018

ENGAGE works with a wide range of leading brands and organizations across the UK, Europe, the US and at a global level, all of whom trust the organization with their most valuable asset: their people. ENGAGE began working with the insurer in 2014 to undertake a strategic, long-term employee engagement program.

Employee Engagement 40

Employee Engagement Engagement Insurance Case Study 40

InMoment XI

MAY 30, 2024

Improved Employee Engagement Internally, text analysis software can be used to gauge employee sentiment through surveys, feedback forms, and other communications. The benefits of text analysis software extend across various facets of business operations, from customer service and marketing to compliance and employee engagement.

Analysis 260

Analysis Software Self Service Social Media 260

Maz Iqbal

APRIL 12, 2015

Case Studies Culture Customer Experience Customer Loyalty Employee Engagement Leadership / Change / Transformation Management Organisational Design culture customer loyalty employee engagement humanity in organisations Idries Shah dividing camels leadership leadership starts with becoming a human being peter senge'

Employee Engagement 48

Employee Engagement Loyalty Engagement Case Study 48

Beyond Philosophy

NOVEMBER 30, 2023

For example, we worked with RICOH Printers, Canada, which became our case study based on their improvement of 34 points in the Net Promoter Score® 1 over 30 months. 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

Michel Falcon Experience

APRIL 3, 2019

The post Improve Your Customer Experience With Customer Journey Mapping (Case Study Included) appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker. Along the way, if you need help, feel free to contact me directly (michel@michelfalcon.com). We can jump on the phone, and I can answer any questions you might have.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

PeopleMetrics

MARCH 2, 2015

Let’s focus on three things at work here: culture, engagement, and goals. Engagement (or lack thereof) is present in every company. Or the number of applicants who come via employee referral. Goals, culture, and engagement don’t have a straightforward, linear relationship—but they are correlated. Or your time sheets.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Up Your Service

MAY 16, 2016

16% points gain in employee engagement. Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. 55% points gain in customer-facing ideas. 6% points gain in Net Promoter Score.

Case Study 40

Case Study Technology Study B2B 40

Up Your Service

MAY 16, 2016

16% points gain in employee engagement. Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. 55% points gain in customer-facing ideas. 6% points gain in Net Promoter Score.

Case Study 40

Case Study Technology Study B2B 40

CX University

MAY 2, 2023

However, getting adult students to engage in their online courses can be a challenge. Here at CX University, we’ve noticed a steady increase in learner online engagement over the last several years. A positive customer experience can help build trust and loyalty, leading to higher levels of engagement.

Engagement 52

Engagement Gamification Course Case Study 52

ShepHyken

APRIL 11, 2022

The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. It’s the experience that drives engagement. Or, do they?

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

NICE inContact

SEPTEMBER 27, 2019

More employee engagement, Check, check. To learn more on how Empire Today is using CXone to improve their processes and customer experience, see our case study. Results that continue to improve—again, check. Philip says that in all these ways, CXone has taken Empire Today to the next level. “I

Abandon Rate 137

Abandon Rate Contact Center Wait Times Case Study 137

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . On her blog, Denise shares insights and case studies from big brands. . As an author, speaker and podcaster, Jeanne includes case studies and best practices from top brands on her blog. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

SaleMove

MARCH 5, 2021

As financial organizations consider these priorities, virtual branches can help fulfill many key strategic needs–enabling them to meet customers and members in their comfort zones, delivering scalable solutions, increasing employee engagement and productivity, and more. . “A

Banking 89

Banking Case Study Financial Video 89

Experience Matters

SEPTEMBER 10, 2015

To make this effort smoother, Temkin Group recommends adopting an approach we call Employee-Engaging Transformation (EET), which consists of five practices: Vision Translation, Persistent Leadership, Middle Management Activation, Grassroots Mobilization, and Captivating Communications.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

Feedbackly

APRIL 18, 2024

Measuring and Improving EX As with CX, employee experience should be tracked, measured, and improved consistently to ensure employees are satisfied with their roles. For example, in Feedbackly, we have an automated message that pops up weekly on Slack asking for feedback.

Employee Experience 52

Employee Experience Customer Experience Financial Case Study 52

ShepHyken

MAY 9, 2023

Use their feedback for marketing purposes, testimonials, and case studies. He helps companies increase revenue growth by enhancing customer experience and improving employee engagement. Decision makers, influencers, subject matter experts, and users experience your brand in different ways. Leverage your promoters.

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

CX Accelerator

DECEMBER 31, 2018

This can be a place where you explore, discuss and agree upon how you approach what some view as “gray area” You could even create a handful of “case studied” where you explain a situation (Mary was coming back from break and decided to chat with Rita quick about….XYZ. They have a free or paid version.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Customer Bliss

FEBRUARY 16, 2017

When you combine all the elements above around pre-existing attitudes on employees and not wanting to be cost-heavy, many concepts fall to the background. A good example would be employee engagement. And it drives the engagement of internal stakeholders, while also referencing customers. Stories are free.

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

Michel Falcon Experience

AUGUST 17, 2016

Doing so will, more often than not, increase employee engagement. The Workplace Research Foundation says that highly engaged employees are 38% more likely to have above-average productivity. Along with statistics, it’s interesting to read what proven business leaders have to say about employee engagement.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

Call Experts

MARCH 18, 2021

Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. According to The Economist – Economic Unit, “Employees who believe their workplace effectively uses mobile tech are more creative, satisfied, and productive at work.”

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

CX Centric

JULY 27, 2023

He is also well versed in a variety of CX disciplines, including journey mapping, survey process and analysis, the voice of the customer programs, employee engagement, and many more. Nate’s presentation was mainly based on a case study that one can surely use in understanding what is expected in the ROI transformation process in CX.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

SurveyGizmo

MAY 12, 2020

Soon, managing the complexity of employees returning to work will be just as critical. We’ve created two free surveys – The Employee Connection Pulse and The Return To Work Assessment – to help our customers engage with employees until it’s time to go back into the office. Learn More!

Case Study 81

Case Study Employee Engagement Employee Experience CRM 81

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. I’m suggesting you do the following before engaging in these exercises. Engage Employees.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

Qualtrics

MAY 21, 2021

“Engagement is a point in time metric,” explains Brian Jefferis, Talent Management Senior Analyst, Nebraska Medicine. There’s a short lifespan – or half-life – for engagement data as it relates to its ability to predict on a variety of KPIs. Moving from point-in-time to ongoing engagement monitoring.

Engagement 26

Engagement Employee Engagement Case Study Survey 26

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

SaleMove

MARCH 5, 2021

As financial organizations consider these priorities, virtual branches can help fulfill many key strategic needs–enabling them to meet customers and members in their comfort zones, delivering scalable solutions, increasing employee engagement and productivity, and more. “A

Banking 52

Banking Case Study Financial Video 52

Maz Iqbal

MARCH 6, 2015

Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social' Today, this organisation (and its leadership) is on my mind again. This is the […].

Leadership 48

Leadership Case Study Customer Philosophy Customer Centricity 48

Maz Iqbal

OCTOBER 9, 2014

Case Studies Culture Customer Experience Customer Loyalty Customer Service Employee Engagement Leadership / Change / Transformation culture Customer Engagement customer experience Customer Experience Excellence 2014 customer loyalty customer service employee engagement leadership Nunwood State of the Customer Experience 2014'

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Russel Lolacher

JUNE 15, 2021

There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. But what about serving employees? There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Only 31.5%

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Confirmit

JANUARY 15, 2020

In this video, business leaders in the Market Research, Customer Experience, and Employee Engagements worlds talk about their experience of working with Confirmit. For a more in-depth view, take a look a the 2019 ACE Awards Winners Showcase which features over 30 case studies from our partners around the world.

Case Study 52

Case Study Insurance Customer Centricity Video 52

Michel Falcon Experience

FEBRUARY 27, 2020

Scenarios and case studies like this may be taught in business school but it’s not comparable to watching it play out right before your eyes. Are you interested in improving your company culture, employee engagement, and customer experience? really was my real-world MBA. The Lesson. But, the decision needed to be made.

Banking 97

Banking Employee Engagement Case Study Course 97

ShepHyken

APRIL 22, 2019

Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? This article is an interesting case study on Quicken Loans, who have found themselves on both lists. And, it isn’t surprising that success appears to start on the inside with a high level of customer engagement.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

Maz Iqbal

SEPTEMBER 17, 2014

Two, they put the receptionists through a soft skills training course to improve their communication and guest engagement. The customer harnessed their new found guest engagement skills to negotiate a refund, rebate, or voucher to deal with angry customers. Three things. One, they clarified roles, processes and scorecards.

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100