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Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). Employees are able to choose an accelerated track, and they may opt for leadership or specialized positions in order to achieve career goals. A stable work culture can enhance organizational agility.

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Why Too Many Organizations Do Not Take Customer Complaints Seriously

Beyond Philosophy

Unfortunately, this feeling of checking a box with customer feedback and then ignoring results is a significant part of the corporate culture. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. My second book was Revolutionize Your Customer Experience (Palgrave MacMillan, 2005), about customer-centricity.

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Storytelling to Inspire Business Success

CX Journey

Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." So was born what might appear to be another fad in the field of leadership. Image courtesy of Amazon Today I'm pleased to share a guest post by Paul Laughlin.

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Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

We had Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School, as a recent podcast guest. ” As a result, the focus on aesthetics has become universal in marketing efforts today. . Townsend says this is a learned response from the culture.

Fashion 163
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The Future of Work: How Companies Are Building Cultures Worker’s Love #nytnewwork

Natalie Petouhof

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40
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Everything You Need to Know about Text Analytics

Lumoa

Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? So, there is a problem.

Analytics 304
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Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

CMC, is Thought Leadership Principal for Beyond Philosophy. Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success. Stores are attractively laid out, almost like an old-world open-air market. Michael Lowenstein, Ph.D.,