CX University

SEPTEMBER 11, 2018

But despite the organization’s clear focus on technology and innovation, the primary focus of employee engagement initiatives is much broader. Instead of presuming that employees want more money and benefits, USPTO does not presume but rather seeks to identify what employees want. (For Customizable Career Tracks.

Management 209

Management Employee Engagement Government Engagement 209

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. February 2006.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. From the top senior levels, management is obligated to show they care about employees. Senior leadership must motivate employees by nurturing career development, integrity, and dedication. Eliminate the unknown for employees.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

InMoment XI

SEPTEMBER 20, 2022

It’s built on the basic premise that if employees are happy, they will be productive and remain with their employer. Satisfied employees, then, are generally not aspirational and remain positive if things stay pretty much the same. Much like customer satisfaction, employee satisfaction is largely attitudinal and tactical.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Service Untitled

SEPTEMBER 7, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives What creates customer loyalty? The customer retains that brand loyalty and re-purchases or re-uses that product or service.

Loyalty 45

Loyalty Loyalty Programs Exercises Customer Satisfaction 45