CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives?

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. That’s why he implemented a customer service policy called FAWTSY (Find A Way To Say Yes). The Diamondbacks use several mechanisms to engage employees.

Culture 313

Culture Sports Employee Engagement Leadership 313

CX Journey

JANUARY 2, 2019

And if your employees aren't having a great experience, neither will your customers. In this post, I not only defined employee engagement for the reader but also underscored that employee engagement is about some confluence of emotions and commitment between employer and employee, meaning: each is party to employee engagement.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Customer Enthusiast

AUGUST 24, 2018

I was recently asked, “What are your predictions concerning advances in customer service in the near future?”. While I’m not a futurist, I will tell you that, as a customer, I’m seeing the proliferation of augmented service. Don’t settle for ordinary. Choose extraordinary. It’s always a choice.)

Wait Times 50

Wait Times Retail Video Technology 50

Michelli Experience

JANUARY 24, 2017

Rather than treating female customers in stereotypical condescending or patronizing ways, Patrice established a business value proposition where women are informed and empowered in their knowledge of automotive needs and in their understanding of the solutions necessary to meet those needs. In 2005, W. Swimming in a Blue Ocean”.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

Beyond Philosophy

JUNE 2, 2015

Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success. As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned.

Customer Centricity 60

Customer Centricity Retail Leadership Training 60