Experience Investigators by 360Connext

SEPTEMBER 28, 2016

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting. These simple moments add […].

Employee Engagement 110

Employee Engagement Engagement Consulting Loyalty 110

Middlesex Consulting

AUGUST 12, 2021

Ron Giuntini is the author of this post and is justifiably proud of his efforts relating to engaging leadership in the aftermarket. The post Engaging Leadership In B2B OEM Processes That Impact The Effectiveness Of Aftermarket Customer Support appeared first on Middlesex Consulting.

Leadership 78

Leadership B2B Engagement Consulting 78

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

InMoment XI

MARCH 2, 2022

It must come through disciplined leadership, investment, assessment, and change. The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment.

Culture 260

Culture Connections Company Leadership 260

Wootric

OCTOBER 19, 2018

In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial. Understanding employee sentiment is a critical responsibility of HR, especially in healthcare. Employee Turnover and Absenteeism.

Employee Engagement 58

Employee Engagement Healthcare Analysis Engagement 58

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

Michelli Experience

APRIL 5, 2017

Unlike Fred Reichheld (a man I respect greatly) and the genius behind the NPS®, I am not a proponent of relying on a single measure to encapsulate customer loyalty. (In This is a result of confusion between loyalty and advocacy. Here’s another example of how loyalty doesn’t result in referrals.

Net Promoter Score 278

Net Promoter Score Loyalty NPS Effort Score 278

Customer Bliss

AUGUST 10, 2018

This moves “customer-centric” activities from the once-per-year energy expended when the survey results come out, to recurring focus by a united leadership team to improving customers’ lives and driving growth. Irvine Company Image from Instagram @workatirvinecompany.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

CX Journey

MARCH 7, 2018

There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. So, each is party to employee engagement.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

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. …both challenges related to people.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Up Your Service

JANUARY 15, 2020

In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance. The post Aligning Leadership and Service Performance: Challenge #5 of 5 appeared first on Uplifting Service. Follow me on LinkedIn and Subscribe to my YouTube Channel for more useful insights and content!

Leadership 52

Leadership Employee Engagement Loyalty Engagement 52

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How will you define employee engagement and customer experience success?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

JANUARY 5, 2015

The others were his senior staff , his trusted leadership team members. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. ” CXI® means re-evaluating your leadership practices. The day I presented the findings changed how I do business.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 26

Employee Engagement Metrics Engagement Customer Satisfaction 26

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 26

Employee Engagement Metrics Engagement Course 26

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Plus, she’s funny and snorts when she laughs!).

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Maz Iqbal

DECEMBER 22, 2014

I invite you to consider that the strongest bonds, usually called loyalty, occurs where one human being experiences himself cared for (as a unique human being) by another human being. Caring About Employees v Caring For The Employee. What Has This To Do With Leadership?

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

Up Your Service

JANUARY 15, 2020

In this interview with Ron Kaufman, Jeff discusses the fourth challenge, Turning Customer Complaints to Customer Loyalty. The post Turning Customer Complaints to Customer Loyalty: Challenge #4 of 5 appeared first on Uplifting Service. Did you enjoy this article? Did you enjoy this article?

Loyalty 52

Loyalty Employee Engagement Leadership Customers 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities? Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? Customer satisfaction alone does not guarantee customer loyalty. The Relationship Between Customer Loyalty and Employee Engagement.

Customer Retention 90

Customer Retention Strategy Net Promoter Score Employee Engagement 90

Lumoa

JANUARY 19, 2023

Also, their understanding and engagement in the company’s customer experience strategy is vital to its success. Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Your answer should be in percentage.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Learn more about the power of employee …

Employee Engagement 22

Employee Engagement Engagement Study Loyalty 22

Experience Investigators by 360Connext

FEBRUARY 2, 2015

.” If it works to ignore loyalty, people will continue to do that. How many incentives are tied to real customer satisfaction and loyalty? Here are three ways to encourage the people in your organization to care about loyalty from customers. Understanding how to create and maintain loyalty is a key factor in improving it.

Customer Satisfaction 110

Customer Satisfaction Loyalty Net Promoter Score Social Media 110

Michel Falcon Experience

JANUARY 10, 2016

When I work with a company that is trying to grow their business, I NEVER start with customer acquisition or loyalty strategies. Instead, I respectfully challenge the company to build a stronger relationship with their employees before trying to influence something that is external to their business. Efficiently survey your employees.

Employee Engagement 60

Employee Engagement Engagement Company Survey 60

COPC

JANUARY 10, 2023

To design positive chain reactions, I have found it is important to understand the relationship between positive employee experience and job satisfaction and how it drives a positive customer experience and true success. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 79

Financial First Call Resolution Customer Experience Employee Engagement 79

Service Untitled

JANUARY 10, 2011

These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

Experience Investigators by 360Connext

DECEMBER 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.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Learn more about the power of employee …

Employee Engagement 20

Employee Engagement Engagement Study Loyalty 20

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Maz Iqbal

OCTOBER 28, 2017

… Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers". Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog.

Leadership 59

Leadership Loyalty Customers Customer Focused 59