Bold360

JANUARY 22, 2020

But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. Of course you want the customer experience to the best it can be. But focusing on better employee engagement can in turn lead to better customer engagement.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

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

SurveyGizmo

FEBRUARY 12, 2020

The Competitive Advantage of Engaged Employees. More and more companies are recognizing the human and business benefits of prioritizing employee engagement. Employee engagement is more important than ever before. According to a report from The Engagement Institute, disengaged employees cost U.S.

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

Uniphore

JUNE 10, 2021

Getting the employee experience right is essential to developing and retaining top talent. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes.

Call Center 246

Call Center Self Service Contact Center Case Study 246

CX University

SEPTEMBER 27, 2018

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. .

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

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

Horizon CX

DECEMBER 1, 2023

This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged. Employee Experience and Customer Experience Link: Research on the relationship between employee experience and customer experience is crucial.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

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 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

Customer Bliss

APRIL 18, 2018

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences. Case Study: ThirdLove Decided to Honor All Women of Color.

Case Study 163

Case Study Apparel Study Automotive 163

SurveyGizmo

MAY 12, 2020

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. Announcing the Employee Experience Solution: Increase Employee Engagement Now. Learn More!

Case Study 81

Case Study Employee Engagement Employee Experience CRM 81

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

Kayako

SEPTEMBER 9, 2022

But first, let’s go over what is conversational customer service and engagement and why it matters. The best way to understand conversational customer engagement is to think about it from the customer’s point of view. How Do You Implement Conversational Customer Engagement? A customer has an issue they need help with.

Tips 156

Tips Customer Journeys Customer Service Omni-Channel 156

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. Extending beyond the front door handshake, these greeters are trained to look for those who may look confused and engage them. Zone three : the sanctuary.

System 162

System Hospitality Customer Experience Guest Experience 162

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

Beyond Philosophy

OCTOBER 11, 2019

One of the most significant is a decrease in employee engagement. For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We So, our employee engagement levels have now become also part of our focus.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

Confirmit

APRIL 2, 2020

Find out what it's like to partner with us for your Market Research, Customer Experience or Employee Experience activities. You'll hear from ComputaCenter, Enhance Research, PennyMac, Engage, Sodexo, and Bupa as they describe their experiences of partnering with Confirmit. GSK, LexisNexis, Mars Inc.,

Case Study 52

Case Study Video Culture Analytics 52

Thematic

MARCH 27, 2024

This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels. Theresa Malloy, Watercare’s Insights Lead, shared how they overcame this engagement challenge.  A They used Thematic to identify red flags and dig into these for every business area.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Kayako

JUNE 16, 2022

Employees experience less stress as well. You can read more about how Quick Heal healed its customer support problem in this case study. . Overall, low-effort interactions cost 37% less than high-effort interactions. Lower Customer Service Agent Turnover. Their intent to stay increases up to 17%. Extend support hours.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Maz Iqbal

OCTOBER 10, 2014

As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. Is it enough just to get the marketing, HR operational folks and let them cook up customer and employee experience excellence?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Confirmit

JULY 27, 2020

BAE Systems ran annual or bi-annual engagement surveys for all employees. Its employees deal with highly sensitive information in their roles, so it is critical to ensure that the company hire, train and retain a high-quality workforce. Doing that requires developing a clear understanding of the experiences of employees.

System 52

System Case Study Survey Touchpoint 52

Call Experts

MARCH 18, 2021

Because of this, attendance tracking often is disconnected and lacks organization, and organizations experience inefficiencies every day. Not to mention, your organization is missing an opportunity to super-serve your team and boost employee engagement. Manage Employees Efficiently When There Is An Absence.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

One Millimeter Mindset

AUGUST 12, 2019

Employee ratings are visible to everyone, courtesy of online hiring sites. For starters, these ratings serve as testimonials, for better or for worse, about employee experience at your company. Second, ponder the stories former employees have to tell about the inner workings of your organization.

Company 65

Company Case Study Employee Experience Consulting 65

Playvox

JUNE 6, 2023

The survey findings list three strategies for improving CX: Invest in upskilling employees for the digital world, including contact center agents, to develop and retain talent. Invest in technology to bridge the gap between CX and EX (employee experience). How does this fit in with the business strategy?

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Michel Falcon Experience

NOVEMBER 10, 2014

This post is not about football; it’s about social media, brand awareness and customer engagement. ” and “Go Cowboys” but mixed in between these tweets there was a brand who was engaging in a subtle but noticeable way. I believe Harry’s is a world-class case study. It’s rather simple.

Social Media 145

Social Media Case Study ROI Brands 145

Michel Falcon Experience

AUGUST 13, 2014

Not creating an engaging and authentic subject line. Remove yourself as an owner or employee and ask yourself, “Would I open this?” “Your Feedback is Requested – Rogers Customer Experience” is mundane and doesn’t make me want to engage. Case Study #3: CLIENTpulse.

Survey 147

Survey Net Promoter Score Case Study NPS 147

inmoment

MARCH 12, 2020

Companies that engage their customers with acts of goodwill will recover faster from the inherent economic slowdown brought about by this pandemic. Tip #5: Don’t Forget Your Employees. We cannot underscore the need to keep an employee experience perspective during this time. The Bottom Line.

Customer Experience 93

Customer Experience Travel Tips Policies 93

Maz Iqbal

OCTOBER 16, 2014

Customer experience motivates the employee experience. Customer experience motivates the employee experience. I take it to mean that you start with figuring out the kind of customer experience that you propose to generate. What does this mean?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Maz Iqbal

OCTOBER 9, 2014

Technology can enable or hinder the customer experience. Which means that there cannot be excellence in Customer Experience without excellence in Employee Experience. It is merely a tool. And these two have to be in tune with one another. What does Nunwood say on the matter? Until then I wish you the very best.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

BlueOcean

NOVEMBER 30, 2017

Pro tips: Excel may not be the best choice of file formats and you will want to make it easy for bidders to add supplemental files and file types to highlight their facilities or share case studies. Mistake #4: Being Too Vague About Employee Engagement. Ask about engagement trends over the past three years.

Contact Center 149

Contact Center Call Center Report Transportation 149

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

OCTOBER 10, 2014

hour working in a call centre to charging up to $20,000 per speaking engagement and consult for several recognizable and admired companies. The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. You must first enhance your employee experience.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143