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

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.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

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

Comm100

NOVEMBER 23, 2022

We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak.

Trends 221

Trends Customer Service Chatbots Omni-Channel 221

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

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. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction.

Brands 378

Brands Management Multi-Channel Social Media 378

Michelli Experience

NOVEMBER 1, 2016

I am not a futurist, so I won’t predict the likelihood that the internet will be overrun with a steady diet of videos of people savoring food but I can guarantee that brands that see products as the beginning of customer need fulfillment (not the end of it) will dominate those who believe products are enough.

Connections 100

Connections Social Media Video Customer Experience Design 100

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Listen Now: Listen to “Best Practices of Employee and Customer Engagement | Suzzanna Rowold” on Spreaker.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Wired and Dangerous

MAY 19, 2020

Gallup’s extensive research shows that employee engagement is strongly connected to business outcomes essential to an organization’s financial success, such as productivity, profitability and customer engagement. Engaged employees support the innovation, growth and revenue that their companies need.

Customer Journeys 158

Customer Journeys Employee Engagement Training Financial 158

Experience Investigators by 360Connext

DECEMBER 3, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Micromap a customer task and outcome. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Create a task force each month to look into it.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Michelli Experience

AUGUST 17, 2016

The experiences on which I’ve come to concluded the importance of “interpersonal engagement” stems from my work with and the books I have written about companies like the Pike Place Fish Market, Zappos, The Ritz-Carlton Hotel Company, Starbucks, and UCLA Health Systems. 2) Customer Engagement Drives Loyalty and Advocacy.

Employee Engagement 100

Employee Engagement Hotels Loyalty Customer Engagement 100

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

DECEMBER 5, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

OCTOBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s become a big part of what Twitter is today, but hardly a way to show customers you care. Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers.

Banking 286

Banking Loyalty Culture Social Media 286

Alida

JUNE 1, 2017

In the $100-billion hybrid car market, Cadillac is focusing on providing unforgettable customer experiences as it launches new products and builds on its illustrious legacy of luxury. The connection between the employee and customer experience. When: June 21, 9:15 am – 10 am. When: June 20, 4:00 pm – 4:45 pm.

Automotive 157

Automotive Conference Retail Employee Engagement 157

Experience Investigators by 360Connext

DECEMBER 22, 2014

They lose a tremendous amount of meaning if you don’t connect the dots within the numbers. It’s vital to use real-life situations and analysis to determine what ACTIONS to take on those data insights if you want to work through your toughest customer experience issues. A version of this post appeared on iMedia Connection.

Data 242

Data Social Media Analysis Consulting 242

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Michelli Experience

MAY 15, 2018

Since I am in the customer experience business, if a reader wants a simplified message about do’s and don’ts of customer experience – it is my job to listen, fulfill their stated request, and make a personal connection. This week I will focus on the Don’ts of Customer Experience and next week the Do’s.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

Experience Investigators by 360Connext

NOVEMBER 12, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

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. In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

Experience Investigators by 360Connext

OCTOBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

OCTOBER 29, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Experience Investigators by 360Connext

DECEMBER 31, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Investigators by 360Connext

OCTOBER 9, 2014

Web design, marketing messages, product delivery… All these groups are realizing it starts and ends with customer experience. As a media agency, they are looking ahead seeing these ultimate connections. The evolutions taking place now will have an impact on all of our experiences as customers today and well into the future.

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Welcome to Multi-Channel Customer Support. One of the many challenges of this type of connectivity is how these systems were originally set up. Customer Service, a stand alone department in many companies, remains a call center. That’s the same feeling customers have when it takes four different channels to get an answer.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. Engaged employees = #customerengagement.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

ShepHyken

DECEMBER 29, 2020

How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement.

Customer Centricity 76

Customer Centricity Culture Leadership Employee Engagement 76

Michelli Experience

MARCH 16, 2016

Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveyGizmo

MAY 12, 2020

Helping our customers – and being inspired by them – during the Coronavirus. Staying connected to your employees is critical. Soon, managing the complexity of employees returning to work will be just as critical. Announcing the Employee Experience Solution: Increase Employee Engagement Now.

Case Study 81

Case Study Employee Engagement Employee Experience CRM 81