ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Culture 54

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. Building the Company Culture of Truth.

Culture 103

Culture Company How To Employee Engagement 103

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 52

Employee Engagement Engagement Customer Centricity Video 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Experience Investigators by 360Connext

SEPTEMBER 28, 2016

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting. These simple moments add […].

Employee Engagement 110

Employee Engagement Engagement Consulting Loyalty 110

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. But what if you are ignoring your greatest resources for improvement: your frontline employees?

Culture 86

Culture Company Communication Employee Engagement 86

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Seth’s Blog) It’s not a word, but perhaps it should be.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

Think Customers

DECEMBER 14, 2015

When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Employee Engagement 40

Employee Engagement Culture Engagement Conference 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Russel Lolacher

JUNE 15, 2021

For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. The Substitution Game.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Integrity Solutions

AUGUST 23, 2019

The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. Part 3 in a blog series. We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword. The Impact of Engagement on Performance and Profitability. by Donna Horrigan.

Employee Engagement 42

Employee Engagement Banking Engagement Competitive Advantage 42

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service CRM Call Center System 52

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee Engagement 60

Employee Engagement Trends Engagement Company 60

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement?

Employee Engagement 29

Employee Engagement Engagement Customer Centricity Culture 29

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.

Employee Engagement 48

Employee Engagement Metrics Engagement Contact Center 48

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Culture 26

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. But customer analytics have more to tell you than scores alone. WHY IS INTERNAL CULTURE RELEVANT? Shep Hyken.

Culture 48

Culture Analytics Effort Score Employee Engagement 48

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. According to the global leaders, that’s because: They deliver excellence customer service. What does your company do to encourage employee engagement?

Banking 138

Banking Culture Employee Engagement CEM 138

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have.

Culture 110

Culture How To Leadership Social Media 110

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. On this point, employee engagement in the company message is critical.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Video 26

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Employee engagement is the latest buzz phrase in the industry.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

Experience Investigators by 360Connext

OCTOBER 6, 2014

Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. Customercentric culture is all about being proactive. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! Get to the root cause.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Brad Cleveland Blog

MARCH 10, 2022

These organizations see both employee engagement and business returns improve. I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” As … The post Want engaged employees?

Culture 26

Culture Engagement Employee Engagement Video 26

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

DECEMBER 17, 2014

Does the tone and messaging match your customer experience mission? Do they to reflect a customer-centric culture? Consider your hiring methods and make sure they align with your customer experience mission. There are places in the customer journey you know aren’t working. Make sure they do. Keep learning!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.

Employee Engagement 26

Employee Engagement Metrics Engagement Contact Center 26

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. Senior leadership must motivate employees by nurturing career development, integrity, and dedication. Leaders can not just assume what factors motivate employees. Eliminate the unknown for employees.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Brad Cleveland Blog

MARCH 20, 2019

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged.

Employee Engagement 26

Employee Engagement Engagement Contact Center Call Center 26

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. But wait, don’t get it confused with employee engagement, they are both different concepts.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

ShepHyken

MARCH 2, 2018

I recently came across an article where the author very aptly noted that “retail moves at the speed of culture.” And culture nowadays is dominated by those born between 1980 and 2000. In the end, culture does play a crucial role. Read Shep’s latest Forbes Article: A $600 Billion Employee Engagement Problem Solved: Empathy.

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Retail Culture Sales Study 79

Brad Cleveland Blog

MARCH 10, 2022

These organizations see both employee engagement and business returns improve. … Continue reading → The post Want engaged employees? Create a supporting culture appeared first on Brad Cleveland. I’ve seen that seven key principles are always at work in great organizations.

Culture 26

Culture Engagement Employee Engagement Contact Center 26