InteractionMetrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. The post Gallup Says Engagement Matters, What Are You Doing About It?

Engagement 40

Engagement Employee Engagement Metrics Report 40

Experience Matters

DECEMBER 22, 2014

.” He told me that if employees feel respected and taken care of, then they will treat the fans the way that the organization wants them to be treated (I couldn’t agree more, see our Employee Engagement Resources ). The Diamondbacks use several mechanisms to engage employees.

Culture 313

Culture Sports Employee Engagement Leadership 313

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. Empowered and engaged employees translates into lower turnover, better performance and increased profitability. The second annual #CXDay is October 7th, 2014. Come celebrate with us!

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Michelli Experience

SEPTEMBER 15, 2016

Ernie is the now 93-year-old, World War II veteran, who started a coast-to-coast run on August 7, 2013,which he completed (some 3,000 miles later) on August 20, 2016. I saw this same passion for mastery when I ran earlier in the year with Ernie Andrus.

Engagement 100

Engagement Entertainment Conference Analysis 100

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through the Business Readiness Board. “In

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. For more information visit Calabrio.

Self Service 52

Self Service Multi-Channel Social Media Resources 52

ReviewTrackers

MAY 15, 2020

7: Organizations that prioritize employer brand are 130% more likely to see increases in employee engagement. 8: Employee experience is the second most important concern for US employers in 2017, rated as important or very important by 85 percent of executives. times more cash flow per employee, generate 1.4

Brands 123

Brands Employee Engagement Financial Culture 123

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. Dell’s CX efforts start with an emphasis on listening to and engaging with customers and employees. Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Steve DiGioia

JUNE 20, 2016

Industry has mostly done away with pensions, profit sharing, matching 401K’s and many of the business perks we have long been accustomed to like employee outings (team building sessions) and Christmas Parties (I’m sorry, they must now be classified as “Holiday Parties”). Is that the reason for poor employee morale? Yeah, sure….

Competitive Advantage 167

Competitive Advantage Employee Engagement Engagement Social Media 167

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday by Gregg Lederman This is Gregg Lederman's third book. In other words, quick reads but packed full of good stuff.)

Leadership 151

Leadership Guidelines Travel Culture 151

SurveySparrow

NOVEMBER 21, 2020

But organizations often overlooked the value of their employees. A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees.

Employee Experience 59

Employee Experience Employee Engagement Survey Software 59

Experience Investigators by 360Connext

JANUARY 30, 2015

Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. July Microinteraction of the Month: GrubHub Delights Employees. 360 Connext.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

Customer Enthusiast

OCTOBER 15, 2021

Back in 2013 I published my first book, Delight Your Customers. The subtitle of that book is 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.

Customer Service 73

Customer Service Customers Employee Engagement Connections 73

Think Customers

DECEMBER 9, 2014

According to PwC Saratoga''s 2013/2014 U.S. Human Capital Effectiveness Report, nearly 60 percent of companies don''t require managers to develop an action plan for employee engagement. But one of the biggest problems with annual or bi-annual polls is that action often isn''t taken.

Survey 74

Survey Employee Engagement Report Engagement 74

Beyond Philosophy

MARCH 2, 2018

I would have Amazon management consider how employees feel about wearing a wristband that reported back data on their performance. Managing that answer to a positive emotion that contributes to employee engagement and a productive work environment should be Amazon —and any other employers’— prime concern. 16 September 2013.

Government 101

Government Employee Experience Employee Engagement Social Media 101

Experience Matters

JANUARY 6, 2015

Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. CX Training & Engagement. They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Verint

JULY 11, 2017

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired business outcomes.

Gamification 35

Gamification Employee Engagement CRM Sales 35

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 The Top 10 Companies.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

CX Journey

JULY 26, 2016

I think Kerry Bodine said it well in her 2013 Harvard Business Review article : Everyone talks about customer experience innovation, but no one knows quite what it is or how to attain it. Encourage efficiency, simplicity, and killing old rules and making new ones. A few years ago, I wrote about the Culture of Curiosity.

Innovation 80

Innovation Customer Experience Culture Customers 80

Innovative CX

AUGUST 10, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

ClearAction

DECEMBER 28, 2016

Every employee wants to work for an admired company. Customer experience is a natural motivation with richest meaning for employee engagement. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. Image purchased under license from Shutterstock.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Beyond Philosophy

JUNE 12, 2015

Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience. Since 1994, the ACSI Score rose from 74.8

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Heart of the Customer

MAY 27, 2015

According to a 2013 study by the Center for Leadership Development and Research […]. Look at any great athlete, and you probably see a great coach. But it’s not just athletes. Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights.

Loyalty 60

Loyalty Leadership Study Customers 60

Stella Connect

MAY 4, 2017

How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand? Since 2013, Amber has served as Contact Center Site Manager for U.S.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Russel Lolacher

JANUARY 30, 2022

And there came up this Harvard Business Review article from 2013. Now this is going back to 2013. So back in the 2013 article, he said to him, it’s all about context, and culture and the history of that relationship. But we don’t know until we engage until we get more information. Or they might be a bully.

Culture 52

Culture Employee Experience Leadership Course 52

Michelli Experience

APRIL 6, 2016

Ernie’s epic journey began in San Diego, California back in October 2013 and is scheduled to be completed near Brunswick, Georgia in August of this year (one day after Ernie turns 93). So what propels a 92-year-old man to run across the United States?

Consulting 100

Consulting Employee Engagement Customer Engagement Loyalty 100

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s ecosystem was misunderstood and disrespected.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Middlesex Consulting

NOVEMBER 28, 2016

Doug’s creative juices started to flow and he and his team eventually came up with the idea of turning the MRI scanner and the room it was in into an adventure area that would engage and relax the young children. He did it by turning the machine into part of an adventure story that the kids could join. Then One Man Figured Out a Better Way.

Innovation 60

Innovation Hospitality Healthcare Customers 60

Customer Enthusiast

SEPTEMBER 30, 2015

An Image-rating Study of Librarian Approachability” (Apr 2013). As a part of my preparation, I read a research paper by Jennifer Bonnet and Benjamin McAlexander titled, “How Do You like Me Now?: expression, nametag, attire), which reveals the uniquely powerful effect that smiling might have on patron perceptions of librarians.

Customer Service 40

Customer Service Exceptional Customer Service Customers Retail 40

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Strategies to build trust and improve employee engagement. Leadership behavior and employee voice: Is the door really open?

Culture 26

Culture Communication Multi-Channel Feedback 26

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

Maz Iqbal

OCTOBER 9, 2014

Little Change In The State of Customer Experience Excellence From 2013. Here are my take on this Top 10 list in comparison with 2013 : Virgin Atlantic and Ocado have dropped out of the Top 10. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). Let’s start with the dominant themes.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Strativity

AUGUST 19, 2014

a global customer experience research and consulting firm specializing in driving employee engagement, performance and cultural transformation, has been named to Inc. 500|5000 is ranked according to percentage revenue growth when comparing 2010 to 2013. Hackensack, NJ (PRWEB) August 19, 2014. Strativity Group, Inc.,

Company 40

Company Conference Employee Engagement Consulting 40

PeopleMetrics

MAY 22, 2015

When faced with repetitive tasks, and no clear milestones, employees can feel like drones, lose excitement for their jobs, and worse still, might start thinking about exit strategies. Conversely, hitting marks can do wonders for employee engagement. This can help you create stronger CX strategies and avoid wasting energy.

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48