ijgolding

JUNE 14, 2017

Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all around the world. Another example is the subject of this, my penultimate article, in the series.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. View Article.

Employee Engagement 200

Employee Engagement Engagement Survey Leadership 200

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. View Article

Employee Engagement 200

Employee Engagement Engagement Survey Leadership 200

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Happy or Not

JUNE 13, 2023

How does employee engagement affect performance? Employee engagement directly impacts performance, influencing an organization’s success and profitability. How does employee engagement affect performance?

Employee Engagement 36

Employee Engagement Engagement Culture Customer Satisfaction 36

Alida

APRIL 28, 2016

In a recent article for VentureBeat , Andrew Reid, founder and president of corporate innovation at Vision Critical, steps into the battle between Dan Lyons and Hubspot. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Engage with empowered employees.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

SurveySparrow

APRIL 8, 2022

While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. In this article, we will: Describe workplace ostracism. Learn the effects of workplace ostracism on employee engagement. Employee happiness.

Employee Engagement 59

Employee Engagement Engagement Tips Culture 59

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. This translates into the precision of a strong customer strategy, supported by a strong communications plan for your organisation. Again I propose a ‘Customer Centric’ culture.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

InMoment XI

NOVEMBER 30, 2023

Establishing and nurturing trust requires consistent delivery on promises, transparency in communication, and a commitment to ethical business practices. Employee Engagement Your employees are integral to your brand’s reputation. A positive internal culture translates into positive external perceptions.

Brands 378

Brands Management Multi-Channel Social Media 378

SurveyGizmo

FEBRUARY 12, 2020

More and more companies are recognizing the human and business benefits of prioritizing employee engagement. They are infusing engagement into their company DNA and, together with SurveyGizmo, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS).

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

NobelBiz

MAY 12, 2022

Be it sports, children, pets, or the current global pandemic, employees should get to know each other. In this article, we’ll be looking at how to grow your company culture and keep your remote employees connected and involved. What does company culture have to do with growing your business and reaping success?

Employee Engagement 52

Employee Engagement Engagement Culture Contact Center 52

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. KEY TAKEAWAYS.

Communication 93

Communication Technology Employee Engagement Culture 93

SurveySparrow

AUGUST 8, 2022

Tried Culture Amp and want to see what else is out there? In this article, we’ve put together a list of the best Culture Amp alternatives you can try and evaluate. Top 18 Culture Amp alternatives to try in 2022. Here’s a list of the best culture amp alternatives: SurveySparrow. Culture Monkey. We can help!

Culture 52

Culture Net Promoter Score Employee Engagement Analysis 52

Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? Yet, a renewed focus on communication can improve both company and team culture as well as customer experience.

Culture 69

Culture Tips Company Leadership 69

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Below the water is a company’s culture. What is Culture?

Culture 59

Culture Contact Center Study Leadership 59

ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

Customer Service 129

Customer Service Employee Engagement Retail Culture 129

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Integrity Solutions

MARCH 11, 2019

What are you doing every day to strengthen the culture of trust with your employees and customers? When trust is low, there’s more resistance, and communication simply doesn’t work as well. Recognizing and adapting your communication to their Behavior Style. 5 Ways Leaders Develop a Culture of Trust.

Culture 80

Culture Leadership Communication Sales 80

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. They communicate well. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8

Banking 138

Banking Culture Employee Engagement CEM 138

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Foster the Voice of the Employee. Accepting employee suggestions and acting on them can’t be the end of it.

Culture 86

Culture Company Communication Employee Engagement 86

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

How To 126

How To Call Center Employee Engagement Resources 126

COPC

NOVEMBER 15, 2023

The second article, “ Onboarding Best Practices: Reducing Attrition in the First 90 Days ” will offer insight and best practices for engaging and retaining new hires. Here are some common reasons for ghosting attrition:  There is a lack of communication and engagement between the offer and the first day (beyond HR paperwork).

Call Center 95

Call Center Contact Center Employee Engagement Gamification 95

COPC

FEBRUARY 6, 2023

Subsequent articles will discuss the following: – What to consider when developing a scorecard – How to best use scorecards within your operation Proper, effective, and intentional design and usage of a balanced scorecard can help organizations realize many benefits.

Management 79

Management Employee Engagement Metrics Contact Center 79

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Impact: Employees with an emotional connection to their work are more productive.

Communication 82

Communication Leadership Airlines Social Media 82

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. He is an expert in marketing technology and SaaS.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

PeopleMetrics

SEPTEMBER 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either. So, in light of all of that, let's talk about culture.

Customer Centricity 48

Customer Centricity Culture Employee Engagement Leadership 48

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 139

Customer Experience Net Promoter Score Self Service Effort Score 139

Playvox

MAY 11, 2023

Create A Company Culture Based On Trust And Autonomy Of Workers When working asynchronously, trust is essential between remote workers and managers. When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing.

Management 89

Management Contact Center Culture Engagement 89

Horizon CX

MARCH 25, 2019

Thinking about this reminded me of a good article titled “Key Traits of Effective Customer Experience Leaders” written by freelance writer Aki Merced and published in Tenfold. In her article, she lists several key traits necessary to becoming an effective CX Leader. #1 2 Sharp Communication. 2 Sharp Communication.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

CSM Magazine

OCTOBER 16, 2023

This article delves into the core services these consultancies provide and why they’re becoming an indispensable asset for modern businesses. Consultancies have specialized teams and tools to source candidates, conduct interviews, and administer assessments, ensuring the best fit for the company’s culture and job roles.

Consulting 52

Consulting Culture Employee Engagement Leadership 52

Lumoa

JANUARY 19, 2023

In This Article: Preliminary Steps 1. And it will make it easier to build strong relationships and a strong culture of customer centricity. Communication and problem-solving, to promote the team initiatives and manage change within the organization. These tools can be automation software, communication apps, or help desk suites.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CSM Magazine

DECEMBER 13, 2023

In this article, we will delve into actionable steps to identify and rectify these infamous customer service gaps. Communicate what people can expect from your products or services. Use improved communication to address issues before customers notice them. Foster a culture of continuous improvement within your company.

Customer Service 52

Customer Service CRM Call Center System 52

Horizon CX

JUNE 2, 2020

Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” What he meant was that if you do not have the right culture and commitment in place, the strategy won’t matter. SHARP COMMUNICATION – transform ideas into messages. This starts during the hiring process.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

SurveySparrow

JULY 11, 2022

In this article, we discuss the four core competencies that make HR professionals great at their job. When you have good business acumen, you’re able to understand and translate your company’s goals & objectives into policies and activities that improve business growth and culture. Communicate data. Digital culture building.

Culture 52

Culture Survey Policies Employee Engagement 52

SurveySparrow

APRIL 28, 2023

Employee empowerment is essential to boost productivity and employee engagement in the workplace. With autonomy and decision-making power, employees feel empowered to take ownership of their work and provide direct reports with more robust job performance. Empower employees with the power of feedback.

Leadership 52

Leadership Culture Employee Engagement Resources 52

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. What is Gamification?

Gamification 79

Gamification Contact Center Training Feedback 79