Five I’s of Employee Engagement (Video)

Experience Matters

Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Also, check out our Employee Engagement Resources. The bottom line : Employees are an under-appreciated asset. Customer experience Employee Engagement

Employee Engagement Shows on Bottom Line

Storyminers

Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase … Continue reading → Employee Experience

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Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. The most common obstacle to success identified by respondents is the lack of a clear employee engagement strategy.

Report: Employee Engagement Benchmark Study, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual.

Top Three Employee Engagement Challenges and How to Overcome Them

Wired and Dangerous

This week marks the 7th anniversary of the release of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. Continued interest in applying internal marketing to engage employees is more than a matter of economic recovery; it’s an international business strategy. Managers and business leaders interested in employee engagement often ask me: “In your experience, what are the key challenges to creating and maintaining an engaged workplace?”

Employee Engagement Shows on Bottom Line

Storyminers

Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase dividends to shareholders. This did not go over well with the employees. The post Employee Engagement Shows on Bottom Line appeared first on Mike Wittenstein. Employee Experience

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Three Important Considerations for Employees When Improving Customer Experience. Don’t Underestimate the Impact of Change on Employees.

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards

ijgolding

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever. UK Customer Experience Award for Employee Engagement – Taking the Lead.

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Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Beyond Philosophy

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees. To me, a great Customer Experience is only provided through employees that are engaged.

2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 3)

Maz Iqbal

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one. In the next post I will bring this series of post on the Nunwood 2014 UK CX report to a close.

Why Do Tops Struggle With Customer Experience & Employee Engagement?

Maz Iqbal

On Tops And Their Struggle With Customer Experience and Employee Engagement. Have you noticed that the folks who occupy the seats of power (‘Tops’) in organisational life struggle with ‘Customer Experience’ and ‘Employee Engagement’? And that includes experience design: Customer Experience, and Employee Experience. And responded sensitively and on a timely basis so as to generate gratitude, engagement, and loyalty.

Key Factors to Improving Employee Engagement in Field Service

Astea

Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies? When employee engagement is high, it positively impacts productivity and improves customer satisfaction.

2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 2)

Maz Iqbal

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. Employees Come First, Customers Come Second. As such, the management lesson for brands aspiring to join the top 10 is clear: those responsible for the employee experience need to be fundamental and genuine partners in building customer experiences. In 2014, customer’s expect ethics as standard. .

4 Rules of Employee Engagement

Teletech

Engaged employees are the backbone of an organization. But while business leaders recognize the importance of an engaged workforce, several organizations have been facing high levels of disengagement for a number of years. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog. employeeengagement

Arizona Diamondbacks CEO Creates Fan-Centric Culture

Experience Matters

His goal: “Treat our fans, employees, and players better than any team in sports.” Despite the focus on fans, Hall made it clear that “the fan doesn’t come first, employees do.” ” 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 ).

Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

This is a concept where any employee can identify a quality problem and halt manufacturing. The company taps into its employees with a Twitter-like tool internally to crowd-source ideas. Employees submit ideas and they get voted up or down based on the likes and dislikes from associates. Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Amazon.com Arizona State University Center for Services Leadership

The Untapped Value of Employee Engagement (Infographic)

Experience Matters

We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. Also, check out our Employee Engagement Resource Page. The bottom line : Companies need to focus more on employee engagement. Customer experience Employee Engagement Infographic

Lesson From Dana-Farber: Treat The Whole Person

Experience Matters

It gets employees and volunteers to care about these elements, not just follow a bunch of directions. You need to help employees understand why the whole person is important, and spark their natural capabilities for caring. Compelling Brand Values Customer Connectedness Customer experience Empathy Employee Engagement

The simplicity of a smile – it’s great for you and your customers!

ijgolding

In fact as soon as a different cabin crew member started to engage in conversation (with a beaming smile on her face), we felt so much better. Not only did he greet us with a warm smile, he was lovely with the children and happy to engage in conversation. What this lovely chap did is what every customer facing employee should do. Smiling – we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today.

Travel 221

15 Ways To Rock Customer Experience in 2015

Experience Investigators by 360Connext

Share the best with the employees who made it a great experience! Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

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2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)

Maz Iqbal

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Customer experience motivates the employee experience. Customer experience motivates the employee experience. And use this to figure out which kind of employee experience you need to cause in order for the employees to cause the customer experience you have in mind.

5 Ways to Sabotage your Customer Experience

Experience Investigators by 360Connext

Encouraging employees to do the wrong thing for short-term gains or report half-truths to avoid the wrath of a boss will inevitably lead to bad behavior toward customers. If employees think this is the way to get ahead within, they will think nothing of doing the wrong thing for a customer. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin

10 Ways Customer Experience Rocks Your World

Experience Investigators by 360Connext

Here, without further ado, are the reasons I believe customer experience is the key to happy customers , employees and people in general. Creating a customer experience based on the end result of a cause leads to happier employees, happier customers and ultimately better ideas and humanity. It’s a healthier outlook and instead of working in constant fear, employees are empowered to say “I know a way to make this better.” CX Day 2014.

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

AT&T created an internal tribe of employees who were asked to share information only when they felt it was appropriate for their personal networks. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Blog Culture Customer Experience Featured employee engagement leadership linkedin Customer experience is about so much more than call-center scripts or proper protocol around customer complaints.

What Does It Take To Be A Customer Focused Organization?

Experience Investigators by 360Connext

Employees learn to do what’s always been done, even if it’s only been a few months! Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. 3M allows time off to employees for personal interests to encourage innovation.). Ritz-Carlton empowers employees to do whatever it takes to solve a customer issue.

How Employees Own the Customer Experience with Workplace Book Clubs

Experience Investigators by 360Connext

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. It could help managers who need a dose of empathy with employees.

Can I Get Some CX With That Big Mac?

Experience Matters

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move.

Are Your Communications to Employees Thoughtful or Thoughtless?

Who's Your Gladys?

You''ve seen it – that sign posted in public restrooms telling employees, “You must wash your hands before returning to work.” Best practices Communicating with Customers Customer Service customer service performance Developing People Leadership Marilyn Suttle performance Shifting Moods Customer Service Articles customer service training employee engagement

Keeping the “Dream” in Your Dream Team

Who's Your Gladys?

Best practices Call Center Customer Service Communicating with Customers Customer Relationship Management customer service performance Dialog Direct Engagement Leadership Lori Jo Vest Marilyn Suttle performance Who''s Your Gladys? Customer Service Trainers David Shapiro employee engagement Michelle Pretty Sara Wright When your goal is to build a customer service dream team, and keep it going strong – it makes sense to learn from those who’ve already done it.

Innovative Customer Service Ideas: Making The Most of Micro

Experience Investigators by 360Connext

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Micro Matters!

The Value of Customer Experience

Experience Investigators by 360Connext

The second annual #CXDay is October 7th, 2014. Empowered and engaged employees translates into lower turnover, better performance and increased profitability. A 1% increase in employee commitment can lead to a monthly increase of 9% in sales, according to IES. The Second Annual #CXDay is October 7th, 2014. This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration.

The Ultimate Customer Experience Infographic, 2014

Experience Matters

Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014. The State of CX Management, 2014. 2014 Temkin Experience Ratings. Employee Engagement Benchmark Study, 2014. This blog post is part of the 2014 CX Day Customer Experience Blog Carnival hosted here: [link]. In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic.

Why New Customer Rewards Stink For The Rest Of Us

Experience Investigators by 360Connext

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Customer Engagement Customer Experience Featured customer rewards linkedin loyalty The following is a Best of 360Connext post. Do we live in a throwaway culture? Probably.

What IS a Customer Touchpoint?

Experience Investigators by 360Connext

According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. I use online chat to engage. The following is a Best of 360Connext post. Touchpoints within the customer journey help define a lot of moments, both good and not-so-good.

5 Key Questions for Designing Your Ideal Customer Experience

Experience Investigators by 360Connext

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. The following is a Best of 360Connext post. You know what I have observed about entrepreneurs? They deliver an experience based on who they are.

When Customer Service Standards Are Missing

Who's Your Gladys?

attitude Customer Service customer service performance Engagement guest blogger performance customer service standards employee engagement graham frost I like to go for a long walk on a Sunday afternoon. Yesterday I walked about five miles, all in all, and my journey took me past a large supermarket, so I thought I would pop in for a coffee and a lunchtime snack. It wasn’t a supermarket that I use regularly.

CX in the C-Suite: Webinar With Mercedes-Benz CEO

Experience Matters

Related: State of CX Management, 2014 ). Related: WL Gore Succeeds Without Employees ). It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX. Over the next few years, 26,000 employees will visit the MBUSA plant in Alabama and go through a learning journey that includes driving cars and visiting the company’s brand center. Related: The Untapped Value of Employee Engagement (Infographic) ).