ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. In their 2009 meta-analysis presented by Gallup, Harter et al.

Employee Engagement 136

Employee Engagement Engagement Strategy Effort Score 136

CX University

SEPTEMBER 18, 2018

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). focuses employees at all levels on the customer, and 3.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

CSM Magazine

NOVEMBER 27, 2020

Conversely, the motor insurance industry saw claims fall by an estimated £1billion, prompting insurers to jump on the opportunity to reimburse customers and retain their business. Panellists were asked about the impact on call waiting times and customer satisfaction levels as their contact centre colleagues adjusted to working from home.

Insurance 98

Insurance How To Chatbots Wait Times 98

Customer Bliss

JANUARY 24, 2017

If you take anything from this episode, I would take that aspect: a relentless focus on your employees and internal stakeholders can be just as effective (or more) than a focus on KPIs and external stakeholders. Prior to joining Business Objects, Bajtos served as vice president of customer care at Marimba, Inc., About Scott.

Loyalty 100

Loyalty Leadership System Engagement 100

Kustomer

JANUARY 20, 2022

Our guest today, to put it quite simply, helps companies impress their customers. It’s a leading expert in customer and employee experience. Again, across the business, he’s been helping people really manage this concept of customer and employee experience. What should we think about that?

How To 143

How To ROI Study Customers 143

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. Connect with Shep on LinkedIn. How big is simplicity?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

Maru Group

APRIL 8, 2020

Among these were Trader Joe’s and Wegmans, two grocery chains that led the supermarket category in the 2019 American Customer Satisfaction Index (ACSI) report, touted as being leaders in providing “strong and friendly customer service”. Others adjusted their store hours to allow for re-stocking and deep cleaning.

Brands 52

Brands e-support Conference Measurement 52