CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CX University

SEPTEMBER 11, 2018

The fundamental thing is engagement with employees. Ask employees why they join and why they stay.” -Fred Steckler, Chief Administrative Officer, USPTO. This means they manage to keep 12,588 employees happy. In 2016, they lost 340 patent examiners, allowing them to boast a 96% retention rate.

Management 209

Management Employee Engagement Government Engagement 209

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! The customer experience is everyone's job.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Alida

OCTOBER 4, 2016

Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Think Customers

DECEMBER 8, 2015

As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. percent or less next year.

Employee Engagement 40

Employee Engagement Engagement Comparison Employee Experience 40

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. Here’s the executive […].

Report 120

Report B2C B2B Groups 120

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. That's pointless.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Contact Center 100

Contact Center Report Banking eBook 100

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking. My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking. My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Michelli Experience

JANUARY 6, 2016

I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

CSM Magazine

MAY 23, 2016

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Customer loyalty and retention, online customer experience, and data and analytics are also the top trends predicted by practitioners.

Customer Experience 56

Customer Experience ROI Trends CRM 56

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” Does that mean (in the words of Charlie Sheen) you are “winning?”

Social Media 100

Social Media Government System Consumers 100

Experience Matters

JANUARY 7, 2016

As we start moving ahead in 2016, The Year of Emotion , I wanted to look back at last year’s theme. In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” ” To help accelerate the focus, we created our Engage Employees campaign. Flexibility.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee engagement is critical to your organization’s hiring efforts. Hiring people is one thing.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

OpinionLab

JULY 15, 2016

We heard from OpinionLab customer Citi on-stage at CXNYC that their basic customer expectation is to “know me and make it easy”. Our customer Citi outlined in their main stage presentation how a customer-centric culture is helping them to consistently implement cross-channel CX.

Handbook 60

Handbook Conference Customer Centricity Culture 60

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Alida

DECEMBER 15, 2016

In fact, a 2016 study suggests that as more health systems consolidate, patient experience worsens. Engage with your patients throughout the process to benchmark satisfaction metrics and get a better understanding of its impact to wait times, consumer perception and other factors of patient care.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

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. With the passion I have for making it to the finish line, nothing will stop me.”

Engagement 100

Engagement Entertainment Conference Analysis 100

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences.

Customer Experience 40

Customer Experience Trends Customers Strategy 40

Michel Falcon Experience

AUGUST 17, 2016

Doing so will, more often than not, increase employee engagement. The Workplace Research Foundation says that highly engaged employees are 38% more likely to have above-average productivity. Along with statistics, it’s interesting to read what proven business leaders have to say about employee engagement.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Boosting customer satisfaction with Alliant Energy.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. Interestingly, at Jimmy John’s, even though it too is popular and teeming with customers, there never seems to be much of a wait. They’re like new! Mediocrity will be a tough sell. Happy New Year!

How To 40

How To Transportation Social Media Trends 40

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.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

CX Journey

JANUARY 2, 2019

How Do We Ensure Employees are Happy and Engaged? It's about time that companies start focusing on the employees. As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. This is true.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

delighted

JUNE 24, 2020

Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. What is employee experience? A strong employee experience means a strong customer experience. We now realize we had it backward.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

Alida

JUNE 29, 2016

A compelling narrative, paired with the right visuals, engages your stakeholders and helps people see your way of thinking, while making your story sharp, concise and convincing. The importance of storytelling and visuals informed the latest enhancement to Sparq, Vision Critical’s customer intelligence platform. Create clarity.

Communication 140

Communication Data Innovation Analysis 140