ShepHyken
NOVEMBER 26, 2018
Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are a few ideas on how to retain those happy customers. They tell others.
CX Journey
MARCH 12, 2015
The two terms are related, and they’re both elements of customer experience improvement. Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. Storytelling), or “We hire people who care about the customer.”
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ShepHyken
JUNE 4, 2018
How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh .
Zeisler Consulting
JANUARY 25, 2021
Here goes: Good employee engagement is an absolute requirement in order to drive good CX. When we consider brands that are famous (at least to us) for putting their employees first, surely even they understand the risks of conflating them with their Customers, right? For example, while I’m sure Zappos!
ProProfs Chat
SEPTEMBER 20, 2019
Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.
ijgolding
OCTOBER 19, 2015
I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.
Beyond Philosophy
APRIL 15, 2019
She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Essential Considerations for Your Customer Service Culture.
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