Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ShepHyken

APRIL 11, 2022

Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. LinkedIn Pulse) Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

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

Zeisler Consulting

JANUARY 25, 2021

Here goes: Good employee engagement is an absolute requirement in order to drive good CX. when a nontrivial number of contributors (all CX pros) to a forum in which I recently participated seemed confused about the difference between Customers and employees.

Airlines 93

Airlines Culture Employee Experience Customers 93

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.

Culture 67

Culture Employee Experience Customer Service Training Training 67

One Millimeter Mindset

DECEMBER 5, 2018

In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. When engaging with and serving customers? Here’s why.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Employee Engagement and Satisfaction Metrics Monitoring employee engagement and satisfaction is vital to understand how AI adoption impacts their work experience.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. Discovery work at the beginning of a CCO engagement is key. Probably not very long, all told.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! What jobs are your customers trying to do?

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector. There’s no such thing as the perfect brand.

Brands 36

Brands Retail Culture Leadership 36

Beyond Philosophy

NOVEMBER 22, 2017

The stage includes ensuring that the employee has access to any applications and systems that are required for his job. Career Planning : During the planning stage, the employee and management collaboratively develop objectives and goals. Career Development : In this stage, the employee matures in his/her role in the organization.

e-support 89

e-support Banking Culture Consulting 89

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 104

Contact Center Employee Experience Employee Engagement Training 104

ShepHyken

FEBRUARY 7, 2023

However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

Beyond Philosophy

NOVEMBER 28, 2016

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. On the employee side of the equation, ambassadorship builds both passion and partnership, enhancing the customer experience.

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

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. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

APRIL 18, 2015

Helping executives establish a customer-focused big picture in strategy and culture. Developing and recognizing employees. HR can be a catalyst to knowledge sharing, but it requires a cross-organizational culture and alignment to succeed. Here are ways HR can help: Engagement. —@tcrawford.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

Adrian Swinscoe

JANUARY 5, 2024

Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil […] The post Are you doing change to people or with people? Interview with Phil Lewis and Claire Croft of Corporate Punk first appeared on Adrian Swinscoe.

Culture 45

Culture Consulting Innovation Management 45

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 83

Contact Center Employee Experience Employee Engagement Training 83

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Research tells us that a 5% increase in employee engagement can lead to a 3% jump in revenue.

Contact Center 73

Contact Center Employee Experience Employee Engagement Training 73

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. But be cautious of mandating their use, as encouraging disengaged employees to fake a persona can be damaging. Culture & Training.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience. How are you hiring?

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

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. Business cases to demonstrate ROI and culture change programs were a couple of the top answers.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

West Monroe

JANUARY 30, 2019

This should be a customer-focused, balanced scorecard to help organizations understand the totality of benefits delivered through CX. The KPIs should include metrics around customer experience, employee experience, and operational efficiency, as well as business outcomes. Focus on Change Management.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

ClearAction

SEPTEMBER 27, 2018

Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. They’re the engine behind your growth.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

ClearAction

MAY 27, 2013

Alternatively, customer experience optimization seeks to align company-wide thinking and actions with buyer preferences across the entire customer experience spectrum, in order to grow both revenue and profit naturally. Customer-centricity is rooted in motives, and enabled by culture (e.g.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

Beyond Philosophy

SEPTEMBER 17, 2015

I talk a lot about Customer-centricity of organizations. We use a model called Naïve to Natural that measures how an organization is oriented toward Customers, with the Naïve not having a Customer focus and the Natural having the most Customer focus. This is why training and employee engagement are so key to its success.

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

ClearAction

NOVEMBER 16, 2017

Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. First and foremost you must understand and respect your brand essence as customers see it. can cause a costly customer experience snafu. Every company’s ecosystem is unique.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Adrian Swinscoe

FEBRUARY 28, 2024

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.

Consulting 52

Consulting Customer Experience Customer Focused Employee Engagement 52

Adrian Swinscoe

NOVEMBER 28, 2023

Today’s interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offers bespoke and innovative solutions […] The post Paul Weller, the Scots word ‘gallus’ and their relation to delivering an award-winning customer experience – Interview with John Devlin of Ascensos first (..)

Customer Experience 45

Customer Experience Innovation Customers Management 45

Qualtrics

APRIL 10, 2019

Laura Farrelly, Barclays’ Head of Culture & Engagement, came into HR after starting out in corporate banking and program management. I bring a customer-centric mindset from my banking past – only now my customers are employees”. With my banking background, I approach it with a customer mindset.

Data 22

Data Banking Employee Experience Customer Centricity 22