ijgolding

JUNE 14, 2017

If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If If you want to be sustainably customer centric, you must tell everyone that is the case – and then tell them again – and again – and again. Misinformed customers and colleagues.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Beyond Philosophy

DECEMBER 5, 2017

It brings in several components which build on, but differ markedly, from traditional, or standard, employee satisfaction and engagement techniques: – For one difference, the attributes we examine actively include a significant proportion that are customer focus-related.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

PeopleMetrics

MARCH 2, 2015

Or the number of applicants who come via employee referral. It lives in your productivity stats, your error rates, your absenteeism, and your customer satisfaction scores. It lives in the way people communicate, tell stories, behave, and run meetings. The Power of Customer-Centric Goals. Culture is the same way.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Horizon CX

MAY 19, 2023

Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey. Inadequate Communication: Communication breakdowns can hinder the success of organizational transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Service Untitled

JANUARY 10, 2011

According to Wikipedia, “an engaged employee is one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization’s interest.” According to Scarlett Surveys, 31% of employees are disengaged and 4% of those 31% are hostile. Create a strong team environment.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

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.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

While there’s certainly a benefit to asking candidates to demonstrate their qualifications throughout the hiring process, asking them to do so by handling your poor communication or outdated systems is definitely not the way to do it. How is the candidate experience communicating what you stand for? Listening: Employee Feedback.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

CX Journey

MAY 24, 2017

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! Employees are critical to the customer experience, which is critical to the success of the business.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Listen more, understand their pain points, validate ideas and co-create with your customers.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ProProfs Chat

MAY 30, 2019

Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business. Create a Customer-Centric Culture. It’s easy to pay lip-service about a customer-focused approach, but do you actually do what you preach? Communicate Effectively.

Customer Success 73

Customer Success Customer Journeys Employee Engagement Culture 73

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Then they need to communicate it throughout the company.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Assumptions can lead to unhappy customers, leaving them feeling disconnected.

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

Beyond Philosophy

NOVEMBER 30, 2023

Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. Next, they created an employee environment that mirrored that, making employees feel they could trust the company and that the company cared for them.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. This may sound rudimentary, however, the impact was almost immediately felt.

Customer Experience 140

Customer Experience Net Promoter Score Self Service Effort Score 140

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. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! It all sounds so positive and promising for the Customer Experience Profession.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

CloudCherry

JANUARY 21, 2020

By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics. Also, CX pros should communicate often with executive stakeholders to demonstrate the value of VoC.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ShepHyken

APRIL 7, 2017

An unhappy customer shows you the actual scenario of the market. Communication gap. Communication is essential. A company should always achieve clear and active communication at all levels. Customer complaints highlight the missing elements of internal and external relations.

Poor Customer Service 111

Poor Customer Service Advertising B2B Policies 111

Daniel Group

SEPTEMBER 23, 2021

And so, as a result of that, we said, “Well, if we’re going to be a customer focused organization,” which we had been for 80 years, “why would we stop? ” So we launched that journey, looking at customers from across the spectrum, and started to get the feedback. .” We love Holt.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

ijgolding

MAY 23, 2017

Influencing any organisation to constantly focus on the critical need to remain continuously and sustainably customer focused is a never ending task. Even Old Mutual Wealth need to keep guiding their people on the journey towards sustainable customer centricity.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

ShepHyken

MARCH 20, 2020

Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue. When agents feel valued, heard, prepared, and integral to a team striving to achieve big goals, nothing can come between them and your customers. With no math at all, we already know this is worth it.

Contact Center 104

Contact Center Employee Experience Employee Engagement Training 104

Customer Guru

MARCH 1, 2018

I derive a lot of satisfaction from gaining a conviction in the purpose we are trying to achieve, creating the futuristic vision, engaging employees, and then driving everybody towards that future desired state. Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

CX Journey

APRIL 21, 2016

Creating a customer-first culture is the top challenge for practitioners, followed by competing priorities , employee engagement , omnichannel experiences , and shifting from a product-focus to a customer-focus. You'll see how the practitioner responses compared to the predictions of vendors and consultants.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

CSM Magazine

DECEMBER 21, 2022

In today’s modern world, focusing on DEI is essential to increasing job satisfaction and employee engagement levels. Moreover, because your employees are your biggest asset, introducing DEI will show them that they are accepted and respected in the workplace regardless of their background.

Policies 52

Policies Social Media Culture Employee Engagement 52

Playvox

APRIL 4, 2023

Gallup reports that low-effort managers engaging in “quiet firing” is a big issue. Quiet firing happens when managers don’t take an active role in employee engagement, support, and development, effectively pushing employees out the door. How feedback is framed has a tremendous effect on employee engagement.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

e-support 89

e-support Banking Culture Consulting 89

Customer Guru

MARCH 1, 2018

I derive a lot of satisfaction from gaining a conviction in the purpose we are trying to achieve, creating the futuristic vision, engaging employees, and then driving everybody towards that future desired state. Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

PeopleMetrics

MARCH 25, 2015

Employees scoff at “customer focused” memos and mission statements. It’s easy for companies to tell employees they’re “customer-centric” or “customer focused.” But employees already understand the connection between their company and its customers. They live it on a day-to-day basis.

Customer Experience 48

Customer Experience Employee Engagement Customer Centricity eBook 48

ShepHyken

MARCH 20, 2020

Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue. When agents feel valued, heard, prepared, and integral to a team striving to achieve big goals, nothing can come between them and your customers. With no math at all, we already know this is worth it.

Contact Center 83

Contact Center Employee Experience Employee Engagement Training 83

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He educates about the transformative power of customer success to his clients. John Formica Follow @JohnFormica. Shep Hyken Follow @Hyken.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

MARCH 20, 2020

Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue. When agents feel valued, heard, prepared, and integral to a team striving to achieve big goals, nothing can come between them and your customers. With no math at all, we already know this is worth it.

Contact Center 73

Contact Center Employee Experience Employee Engagement Training 73