Trending Sources

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts. With this exposure to omnichannel B2C engagement methods, some B2B customers by comparison are becoming underwhelmed with their customer engagement options in the workplace. Integrations.

B2B 120

How to engage millennials for customer insight and marketing

Vision Critical

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. How can marketers best engage with millennials? What are the consumer insight best practices when trying to engage millennials? How do I keep millennials engaged? Where can I get more info about engaging millennials?

5 Epic Employee Engagement Issues You Never Noticed


Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. Yippee! These simple moments add […].

The Next 5 Strategies for Ramping up Customer Engagement

ICC Decision Services

In our previous post about strategies to ramp up customer engagement , we suggested the following ways to engage customers during the holiday season: Personalize customer experience with mobile technology. Engage customers on a non-tech level. Customer Experience Customer EngagementGamify shopping experience by introducing tools that will interact with shoppers.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

Key Factors to Improving Employee Engagement in Field Service


Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies? How to Implement Employee Engagement Strategies.

Social Customer Engagement Requires Agility


Customer Satisfaction Customer Service Customer Experience Social Media customer engagement optimization Knowledge Management digital Engagement Management digital disruption case management customer engagement social media monitoring social engagementBusiness agility has been described as the ability for organizations to sense , prioritize and act.

Engagement: Isn’t Customer Satisfaction Enough?


take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article

Employee Engagement Primer (Infographic)

Experience Matters

One of Temkin Group’s four CX core competencies is Employee Engagement. That’s That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicYou can download the infographic (or poster) below. hope you enjoy it. Here are links to download versions of the infographic:  Poster (18′ x 24″) in.pdf file or in.jpg file  Infographic […].

The Omnichannel Customer Engagement Playbook

The recent evolution of customer experience (CX) has been fast-paced and transformational

Employee Engagement: Why You Need It, and How to Increase It

ICC Decision Services

Brand Experience Customer Service Customer Engagement Employee Satisfaction Employee EngagementAmong the world’s leading brands, a top-down commitment to building and maintaining a customer-centric culture is priority one. But equally important is keeping an ear to the ground. When was the last time you asked your employees for feedback? How cost effective it is.

Customer Experience and Employee Engagement Q&A | Video #1

Michel Falcon Experience

The post Customer Experience and Employee Engagement Q&A | Video #1 appeared first on Michel Falcon. Customer Experience employee engagementI’ve started to record videos answering questions that I receive via Twitter, email or via my website. If you would like me to answer your questions, please leave a question directly below this video or tweet me. Michel.

Employee Engagement Insights to Inspire

Think Customers

As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. Customer Engagement Employee Engagement disneyinstitute employeeengagement employeeengagementblogs employeeperformance engagedemployees flaviomartins jeannebliss lioraurssyThere’s more… To read the rest of this blog posting click here or visit

8 Tips To Improve Customer Engagement in 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Place a focus on employee engagement. Of those surveyed, 71% rank employee engagement as very importan t to achieving overall organizational success. Why aren’t they happy?

Tips 80

Engagement Currency: Do You Really Know Why Your Employees Work?

Kate Nasser

Leaders, build relationship engagement currency. Secret to engagement fr The People Skills Coach™. The post Engagement Currency: Do You Really Know Why Your Employees Work? Find out with these questions why your employees work. appeared first on

Engaged Employees Equal Happy Customers

Think Customers

Customer Engagement Customer Strategy Employee Engagement donpeppers employeeengagement hallmarkbusinessconnections ritzcarltonleadershipToday's businesses find that happy employees are productive employees. All that happiness and productivity leads to satisfied customers too. There’s more… To read the rest of this blog posting click here or visit

Employee Engagement Shaping Call Centers

Customer Interactions

Employee engagement is a top-of-mind concern for many organizations, and improving it should be on your to-do list. Employee engagement has been proven to add tremendous value to organizations, and ongoing developments are pushing its benefits further than ever before Contact centers that are always on the lookout for new tools and resources can hold a powerful competitive advantage. Preparing for the New Year is a great opportunity to join their ranks and explore industry trends.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate


According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. Founded by practical contact center professionals, SpiceCSM was built to simplify overly complex processes inherent in customer engagement.

Increasing member engagement: 4 effective strategies for online community growth

Vision Critical

To get the most business value out of your online communities, you must work to keep members engaged. Member and customer engagement was a hot topic at our Customer Intelligence Summit in Chicago this year. Schmied said that having a plan and executing it helps drive engagement among the university’s alumni insight community, the Buckeye Room. Engagement, not entertainment.

How to engage your Millennial workforce—according to one opinionated Millennial

Vision Critical

How will you keep us engaged? When members of my generation feel valued, appreciated and secure, we respond with loyalty—and it’s loyal employees who are happiest, most engaged and work harder. Bonus tip: Engage with your Millennial employees on an ongoing basis. Don’t rely on stereotypes about Millennials to engage your growing workforce. Put work-life balance first.

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

Is this the secret to employee engagement? recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. These rules really present an interesting approach to employee engagement. and Europe.

Build a Customer Room and Engage the Company

Customer Bliss

Four ways you engage leaders and the organization in the Customer Room: 1. The outcome of the growth or loss of your customers and their few key behavioral actions showing growth or diminishment of engagement and bond. The post Build a Customer Room and Engage the Company appeared first on Customer Bliss. Connect to ROI – “Did We Earn the Right to Customer Growth?”.

Engage Your Audience with a Story

CX Journey

Image courtesy of Bazzerio Are you telling stories to engage your audience? The storyteller engages the audience. Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition. Walking through the exhibit, you see that each artifact has a placard on/near it with details about what the item is. Why do I bring this up?

Employee Engagement Shows on Bottom Line


Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase … Continue reading → Employee Experience

How Video Content Engages Customers More Effectively

Joe Rawlinson

Whether you’re a small business or a big business, there’s a simple solution to engaging and retaining your customers more effectively — video. When it comes to video marketing, both conversion and engagement rates for this type of content are much higher than other forms of media, such as text or images. Think about how you could use video to better engage your customers.

Video 43

Case Studies in Smart Customer Engagement


However, there is some finesse required to engage with customers in this era of full inboxes and time-starved days.  True engagement requires a dialogue between customer and company.  Several companies are getting it right when it comes to engaging with customers.  This is the very beginning of the effort to engage with customers and create an emotional connection. This is a company that has built trust into its story so thoroughly that customers are not only willing to engage and share their data, but they include the company as part of their identity.

HR Execs: Wake Up To Employee Engagement!

Experience Matters

In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity. We surveyed 300 HR professionals from large companies and compared the results to a […].

Engage More Customers & Broaden Reach Through Multi-Mode Design


Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage.  It’s time to re-think Multi-Mode. Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore!  One of the most common Multi-Mode. View Article

Call for Speakers: Engage 2017 Verint Global Customer Conference


Are you interested in presenting during a breakout session at Engage 2017, the Verint Systems Global Customer Conference? Customer Experience customer engagement optimization Engage

Are You Enthusiastic About Your Work? Creating Your Own Engagement Strategy

Who's Your Gladys?

Are your leaders measuring and reinforcing an engagement strategy? Customer Service Engagement Marilyn Suttle Customer Service Articles Customer Service Trainers employee engagement advice Are coworkers treating each other with as much respect as they’re expected to treat customers? You might be thinking, “Some do. Some don’t. So what? We aren’t living in a fairy tale!”.

User-Defined Engagement is in Avaya’s DNA


User-defined engagement is our new mantra at Avaya. With more than 300,000 customers worldwide utilizing Avaya communications software, services and applications, we understand engagement better than most. User-defined engagement is the new ideal for any software company to embrace. We are seeing a melding of customer and team engagement solutions, which makes sense.

Where Insight Meets Engagement

Think Customers

But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central to advancing customer and employee engagement.

Finding Customer Engagement's Healthy Balance

Think Customers

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy automation customerengagement customerexperienceAlbert Einstein once said that "It has become appallingly obvious that our technology has exceeded our humanity.". There’s more… To read the rest of this blog posting click here or visit

Rethinking Employee Engagement

Think Customers

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends Employee Engagement employeeengagementtips employeeexperienceAs we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0

Employee Engagement Is on the Rise

Think Customers

has long been experiencing an employee engagement crisis. Gallup's tracking in March showed an upturn, indicating that companies may be breaking through engagement barriers that have caused stagnant numbers in recent years. workers whom Gallup considers "engaged" in their jobs averaged 34.1 workplace engagement daily in January 2011. Employee Engagement employeeengagement employeeinnovation employeeretentionThe U.S. That's changing, according to Gallup. March's numbers showed that the percentage of U.S.

7 Top Priorities for the Future of Customer Engagement


When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Prediction #6: Security will be a priority with deeper customer engagement. The post 7 Top Priorities for the Future of Customer Engagement appeared first on Calabrio. Blog big data customer engagement customer experience insights data security growth innovation omnichannelCEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The pace at which technology marches forward is just incredible. Look at 2016.

New Verint App Extends Employee Engagement Capabilities on Mobile Devices


Workforce Management Workforce Optimization Mobile employee engagementVerint recently introduced Mobile Work View to meet the evolving needs of organizations that need to access workplace information anytime, anywhere.

Leading Personal Lines Insurer Prioritizes Customer Engagement


Voice of the Customer Speech Analytics Desktop and Process Analytics Enterprise Feedback Management Recording Workforce Management Voice of the Customer Analytics Workforce Optimization Customer Satisfaction Customer Service Customer Experience Analytics customer engagement optimization Quality Management customer loyalty customer engagement

The magic of engaged, empowered employees


We look at the best practices of companies with truly engaged employees, along with the tactics they use to involve their teams in problem-solving and ownership for both their own work environment and their customers’ experiences. In this episode, Fred Reichheld and I discuss a new employee engagement tool he’s developing called HuddleUp. Employee engagement Learning