Alida

AUGUST 26, 2016

Here’s a look at the four different types of communities, the main advantages of each and our recommendations on how to get the most out of them. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. 4 types of online communities and the top benefits of each.

Social Media 100

Social Media How To Innovation Software 100

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. That's insane.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Alida

AUGUST 24, 2016

We may dominate the workforce but our employers are still confused about how to manage us. Every day brings another news report about how difficult it is to keep us happy. Our growing impact makes us the most researched generation in history—and allegedly, according to many pundits, the most narcissistic.

Engagement 100

Engagement How To Culture Policies 100

CX University

JANUARY 8, 2019

In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. But two out of three boils down to empathy: how to listen, how to consider someone else’s point of view, how to validate their point of view.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. We’ve put together a quick guide to help you decide when and how to implement new tech to deliver better experiences instead of over-complicating the customer journey and crossing that helpful/creepy line. Trends are always a big part of SXSW , but each year it comes down to people.

Technology 110

Technology Customer Experience Social Media Trends 110

CX Journey

JANUARY 6, 2015

And while looking ahead is an important part of planning, there''s also a lot of value in taking the opportunity to stop, reflect, and look back on: what was on our to-do list for the year what we accomplished what we did not accomplish where we''ve been where we are now Having said that, here are some of my thoughts on customer experience in 2015.

Employee Engagement 80

Employee Engagement Trends Employee Experience Customer Experience Professionals 80

ijgolding

MAY 7, 2015

I am also incredibly fortunate to work with organisations all over the globe – in 2015, I have already worked in ten countries – Four more will be added by September. Earl knows how to enable people to get the best out of themselves. How to help people BELIEVE in transforming your Customer Experience?

Customer Experience 120

Customer Experience Customer Centricity How To Engagement 120

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? And yet many companies still don’t quite get it right. What about you?

Customer Care 110

Customer Care Social Media Marketing Conference 110

Experience Investigators by 360Connext

DECEMBER 11, 2014

The right people understand how to deliver a customer experience that’s meaningful. How Developed is Your Customer-Centric Strategy for 2015? A good customer experience strategy is totally dependent on the internal culture of an organization. The people in your organization have to be the right people.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . But we don’t know how to do it yet. A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. There are corporate sponsors like Miller Lite and McDonald’s taking over from independent brands with unique offerings.

Interaction 110

Interaction Conference Innovation Fashion 110

NICE inContact

JANUARY 29, 2019

Globally, they moved into that position in 2015. They likely have opinions about how to improve things for customers, how to make processes and technology better, what to do for the next team event. Good communication improves employee engagement, which improves retention. It should move the needle on retention.

Call Center 164

Call Center Contact Center Culture Feedback 164

Beyond Philosophy

DECEMBER 4, 2014

How to Make or Break Your Customer Experience. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Qualtrics

DECEMBER 3, 2021

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fallout. In 2020, 20% of the population of the US was retired, a 5% increase from 2015. Take the pulse on employee experience.

Customer Experience 49

Customer Experience How To Employee Experience Hospitality 49

Beyond Philosophy

AUGUST 16, 2017

If a lot of this 80% fall into Employee Saboteurs, that’s not going to do anything great for your Customer Experience. The majority of your employees, however, likely fall into the middle three categories.

Consulting 140

Consulting Employee Engagement Engagement Communication 140

ijgolding

OCTOBER 3, 2016

The post I penned in April 2015, described the fact that actually SUSTAINING an approach to Customer Experience is the hardest thing of all. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Think Customers

JUNE 24, 2015

Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action. However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency. 1to1Media.com/weblog.

Meeting 40

Meeting Engagement Employee Engagement Innovation 40

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Per the CBS New story, at least in the U.S.,

Banking 0

Banking Retail Insurance Loyalty 0

ProProfs Chat

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. It provides the answer to why customers behave the way they do, how they feel about the brand, what more they want. Must Read: What is Survey Fatigue & How to Avoid Them.

Survey 81

Survey Data Trends Sales 81

Daniel Group

AUGUST 19, 2020

Approximately 1,500 employees serve its more than 10,000 customers through a 40+ store network. . The company made consistent improvement over the years, but gains were small in the 2015 period (see chart below).?Managers For further reading on empowering employees, read 6 Ways to Encourage Autonomy With Your Employees. ).

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

Customer Enthusiast

JANUARY 3, 2016

But rather than add my voice to the cacophony echoing this trend, I will instead provide an alliterative set of attributes (based on my 2015 observations of what’s resonating with customers) that will help you win customers in 2016 and beyond.

How To 40

How To Transportation Social Media Trends 40

Strativity

FEBRUARY 11, 2015

. . . February 2015 News & Insights. . . To learn more about the CX Pulse study results and how to apply the findings to your business, join us for a webcast. . March 25-27, 2015. Employee Engagement. February 26, 2015. March 25-27, 2015. February CX Pulse Study. Thursday, February 26 th.

Customer relationships 40

Customer relationships Conference Study Employee Engagement 40

Experience Investigators by 360Connext

JULY 9, 2015

I canceled both of them recently, and the way my cancelation request was handled is a tale of two very different experiences, and shows how saying one thing and doing another is really not a great way to treat customers. A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. Try The World.

Social Media 110

Social Media Consulting Customers Policies 110

Customer Bliss

MARCH 30, 2017

Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. Employee engagement: Essentially, a greater involvement by employees in the processes of defining and reimagining different customer touch points.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Experience Investigators by 360Connext

JANUARY 26, 2015

They don’t understand how these industries were born in eras when technology was the competitive differentiator , and these veteran brands are now forced to keep up with disrupters. Considering how to move people around the globe or deliver invisible service to smart phones and televisions…it’s pretty complicated stuff!

Industry 110

Industry Customer Experience Social Media Leadership 110

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. The average proportion of employees engaged at their work could be as low as just 13%. The UK was placed 18th out of 20 countries, with UK employee engagement decreasing over the past 12 months. This is a hot topic. Thanks for reading.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

PeopleMetrics

JUNE 16, 2015

7 in 10 participants say that they have a clear understanding of the areas in need of repair—the short-term fixes required to deliver a better CX — but just 4 in 10 have a long-term plan and clarity over how to differentiate on CX in the future. Employee involvement goes just one way. "All Repair, No Innovation". All Give, No Take".

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Stella Connect

MAY 4, 2017

Discover how to leverage next-generation tactics for virtual performance support and engagement, and gain real-time visibility and process automation without high capital expenditures and IT costs. Employee Engagement. Outstanding service experiences begin (and end) with happy, motivated employees.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights.

Innovation 40

Innovation Gamification Management Comparison 40

Beyond Philosophy

JUNE 18, 2015

No matter how whiz-bang the gadget is, it is still set apart from us, not part of ourselves the way our experiences are. How to do that? Find your team’s strengths and use those to create the experience—and also employee engagement (a key element to a great Customer Experience). Individual development.

Loyalty Programs 60

Loyalty Programs B2C Hotels Leadership 60

Smith+co CX

JUNE 4, 2015

It has recently announced record results and has also won the 2015 Marketing Society Award for the best Employee Engagement. Its strategy is totally focused on how to deliver this. Premier Inn is a great example. Its purpose is crystal clear - ‘To make guests feel brilliant through a great night’s sleep’.

Customer Experience 28

Customer Experience Case Study Banking Employee Engagement 28

SurveyGizmo

JANUARY 16, 2018

Vertafore has been able to prioritize and maintain a customer experience “center of excellence” approach across the business since implementing SurveyGizmo in 2015. Precise customer feedback is collected which allows Vertafore to gain insights into how to provide the best customer experiences possible.

Customer Experience 40

Customer Experience Net Promoter Score Insurance Case Study 40

Qualtrics

JANUARY 23, 2019

Follow China for insights into what UNLEASH and HCRI and doing in the employee engagement and HR spaces. ( @ChinaGorman ). He’s received several awards including “Best Writer” at the 2015 HR Tech Writers’ Awards and one of “10 Leadership Influencers Who Get It” by Cambridge Leadership Group (2017).

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

Experience Investigators by 360Connext

JANUARY 30, 2015

Workers are trained, clearly, on how to do this. This amazing email comeback teaches us how to recover from mistakes. Added by Anne Reuss on Jan 30, 2015. No matter what size of soup you get. The knot is always the same. So why is this such an important microinteraction ? Consider what this means. Consistently. Jeannie Walters.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Regardless of how seamless one’s self-service check-in experience was for her latest flight, eventually she’s going to encounter an airline employee.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Regardless of how seamless one’s self-service check-in experience was for her latest flight, eventually she’s going to encounter an airline employee.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. How to sift through it all? As a part of the field services community, you have many choices.

Management 41

Management Automotive Leadership Effort Score 41

Verint

JUNE 2, 2015

Session attendees will learn how to better understand how quality sampling continues to evolve, the importance of customer effort and how it goes far beyond Net Promoter Score, and gain ideas on how to improve quality through speech analytics. Engage – Verint Global Customer Conference.

Net Promoter Score 20

Net Promoter Score Conference Effort Score Hotels 20