people engage well-being-at-work 
InMoment XI
MAY 4, 2022
Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” ( Putting the Service-Profit Chain to Work , Harvard Business Review, 1994). Train employees in soft skills as well, like de-escalating a situation, and feeling and expressing empathy.
Experience Investigators by 360Connext
MARCH 5, 2024
But don’t just take my word for it: Engaged employees are proven to create better customer experiences. They become champions of CX, too, by connecting day-to-day work to direct customer outcomes and integrating CX into the entire employee journey. But they don’t always realize it. We’ll share strategies for doing that next!)
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InMoment XI
OCTOBER 21, 2021
Today, we’ll be diving deeper into these questions. But there are a lot of people in companies working very hard to get these actions to happen (click through rate and time on website/app are very common marketing and ecommerce metrics). I would classify them as engagements. Thus, not all engagements are interactions.
InMoment XI
JULY 13, 2022
One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Let’s say you’ve surveyed 100 people. Of these 100 people, 30 are detractors, 40 are promoters, and 30 are passive. This category (people who selected 9 and 10) are your loyal fans. Detractors.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
BlueOcean
FEBRUARY 14, 2024
When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.
CX Accelerator
NOVEMBER 7, 2023
A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover).
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