Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

Michelli Experience

DECEMBER 23, 2015

So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more referrals, you are certainly not alone ! However, the dealership experience in the United States (how do I put this delicately) ….was was less than the “best.”

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

ShepHyken

MARCH 21, 2017

Easy to do business with has now become a greater predictor of customer loyalty than customer satisfaction. Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. Top Takeaways: If you are in a service industry, competence is the price of entry.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

ClearAction

JANUARY 12, 2022

It’s a never-ending hamster-wheel to entice engagement. Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. 8 The Things Customers Can Do Better Than You , Harvard Business Review, Bill Lee, April 5, 2012. These gaps erode trust.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

ProProfs Chat

MAY 6, 2020

Customer Experience & Engagement Statistics. Customer Experience & Loyalty Statistics. Getting personalized discounts based on their purchase history is important for 76% of consumers. (Source: Loyalty ) Tweet this. Customer Experience & Engagement Statistics. Digital Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. Let’s dive right in. Let’s explore.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. Let’s dive right in. Let’s explore.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

SurveySensum

JULY 14, 2020

Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. times as many engaged employees. ??Companies

Customer Experience 10

Customer Experience Social Media B2B e-support 10

BirdEye

FEBRUARY 23, 2024

Verbal communication Involves spoken words, either in person or online, via engaging storytelling and active listening. An excellent example of effective internal communication is an intranet system, where employees can access company news, resources, and real-time updates. USP: Detailed information sharing.

Communication 62

Communication Multi-Channel Culture Social Media 62

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants.

Self Service 104

Self Service Contact Center Gamification Video 104

Talkdesk

SEPTEMBER 8, 2015

Engage Your Employees. Aimee Lucas of CMSWire wrote this week about how to promote engagement from employees. What is less obvious is how to create this culture within employees. Lucas reviews the “Five I’s of Employee Engagement:” Inform, Inspire, Instruct, Involve, Incent. STATISTIC OF THE WEEK.

Call Center 40

Call Center Employee Engagement Customer Service Representative Customer Centricity 40

Michel Falcon Experience

MARCH 12, 2019

I’m going to give you a lot of entertainment and engagement, but a lot of education as well too. But I lasted three semesters, it didn’t make sense to me to pay and then I wasn’t engaged, I wasn’t learning. And what is the purpose of our team members as individuals, not as employees?

Culture 12

Culture Employee Engagement Company Engagement 12