Alida

APRIL 28, 2016

The saga between the Silicon Valley writer and the marketing automation software company dominated tech publications this month as Lyons’ new book, Disrupted: My Misadventure in the Start-up Bubble , was released. If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Old school, cheesy, but totally on-point.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Customer Enthusiast

NOVEMBER 12, 2014

Covey’s perennial book, The 7 Habits of Highly Effective People was published. Over the past decade or so, when I’m asked for business book recommendations and suggest this title, I detect disappointment and a casual dismissal of the book. If it’s the latter, then that book is indeed Covey’s 7 Habits.

Customer Service 79

Customer Service Employee Engagement Exceptional Customer Service Hotels 79

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Employee Engagement: The Domino Effect on Customers.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

COPC

MARCH 11, 2024

What are the types and frequency of communications during this period? Overall Employee Engagement Are we creating a welcoming environment for new hires? Do employees feel that leaders’ communication about the ongoing business needs and strategies for success is effective and transparent?

Call Center 97

Call Center Gamification Contact Center Training 97

Horizon CX

MAY 19, 2023

Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey. Inadequate Communication: Communication breakdowns can hinder the success of organizational transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

CX Journey

SEPTEMBER 9, 2014

In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. The book is about employee engagement through trust relationships, or in a nutshell, building a culture of trust. Ernest Hemingway.

Effort Score 194

Effort Score Employee Engagement Guidelines Culture 194

Michel Falcon Experience

MARCH 5, 2020

Here’s what we get into on this week’s podcast: 1️⃣ How To Communicate Without Micro-Managing. Are you interested in improving your company culture, employee engagement, and customer experience? Click this link to book a call with me directly to learn if the course is right for you and your company.

Culture 78

Culture Management How To Employee Engagement 78

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. You can then use that to frame how you communicate with your people.”

Communication 34

Communication How To Policies Feedback 34

ShepHyken

OCTOBER 16, 2018

Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs.

Employee Engagement 99

Employee Engagement Culture Entertainment Policies 99

Russel Lolacher

FEBRUARY 23, 2021

After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. I also came across a study by SaneBox (an email organization SaaS), that found 62% of emails received by employees aren’t important. People hate it.

Communication 129

Communication Employee Engagement Fashion Policies 129

CSM Magazine

JANUARY 26, 2024

In the late 1980s, Jan Carlzon coined the term “Moments of Truth” to describe the interactions between customers and company employees that directly affect customer satisfaction. He advocated for the idea that each employee, regardless of position, has a role in influencing the customer’s perception of the company.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

Bill Quiseng

JUNE 19, 2017

It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers. What can I do for you?

Customer Service 139

Customer Service Management Employee Engagement Airlines 139

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Strativity

AUGUST 19, 2014

Tracy began her career with McCaw Cellular Communications, Inc. His work has impacted 220 million customers and 375,000 employees in 21 countries. Arussy is the author of 5 books on customer experience, employee engagement and experience innovation. For more information, visit [link].

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

ShepHyken

SEPTEMBER 24, 2019

The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.

Customer Centricity 111

Customer Centricity Employee Experience Communication Employee Engagement 111

CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." That works for employees but what about executives? A few nuggets revolve around connecting with people, earning trust, eating with employees, and showing vulnerability.

Culture 169

Culture Banking Metrics Employee Engagement 169

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. The rest he spends on communication tactics you can employ to make it easier for people to follow your advice. Two out of every three.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

Experience Investigators by 360Connext

MAY 27, 2015

And then I read Ann Handley’s book Everybody Writes and realized she was on to this idea, too. Her book has become a valuable resource for me and lives within arm’s reach when I’m writing. At each milestone in the customer journey, communication should be relevant, personalized AND relate back to the overall mission.

Customer Experience 110

Customer Experience eBook Customer Journeys Social Media 110

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

While this is a specific example, it is typically indicative of how talent management and client communications are handled. Remember when we bought books in book stores? Clients see this as a slap in the face and are ready to find the next superstar elsewhere. Your competition is quietly taking your customers away.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Michel Falcon Experience

APRIL 15, 2020

When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. I’ve discovered that companies that have an open and honest company culture through communication have it as a core value. Hiring for Honesty.

Culture 103

Culture Company How To Employee Engagement 103

Horizon CX

JUNE 2, 2020

SHARP COMMUNICATION – transform ideas into messages. EMPATHETIC – listen to employees and customers. EMBRACES EMPLOYEE MOTIVATION – motivation and optimism go hand in hand. DELEGATION – foster employee engagement by involving them.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. You need to communicate it from the inside out by creating a culture shift.”. Get The Book of NPS. 28% say workforce. What is that shift?

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Service Untitled

SEPTEMBER 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee engagement is a force behind success Cheryl September 08, 2010 Behind the Scenes , Employees , Hiring & Training 2 Comments Employee engagement is the motivation, commitment, and loyalty of people working in order to further an organization’s interest.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Qualtrics

MAY 15, 2019

In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho , PhD, Director of Organization Development Research at Rogers Communications about: How his team uses “experience” and “operational” data to tackle employee engagement, performance, & turnover. Sounds wrong, doesn’t it?

Innovation 39

Innovation Communication Employee Experience Competitive Advantage 39

Experience Investigators by 360Connext

JULY 28, 2020

After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” Then they need to communicate it throughout the company. It was a well-communicated, aspirational goal.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Alida

DECEMBER 14, 2017

For Beneker, every touchpoint with Aurora Health Care should offer a positive experience, which is why it’s essential to create a seamless end-to-end communication journey. . What this boils down to is the need to get communication right and drop the one-size-fits-all experience,” said Beneker. Get insight, STAT .

e-support 100

e-support Sports Healthcare Customer Relationship Management 100

ShepHyken

JUNE 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Finding a top performer to train their peers improves the employee experience, which in turn improves the customer experience.

Loyalty 76

Loyalty Conference Customer Satisfaction Training 76

Russel Lolacher

MAY 1, 2022

Connect with Vicki on her platforms: Books. How an organization’s communication culture can influence speaking well. How speaking well helps employee engagement. almost three decades of running Mainstreet communications offering expertise in organizational planning and leadership development. Google Podcasts.

Culture 52

Culture Communication Leadership Employee Experience 52

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

Customer Enthusiast

OCTOBER 9, 2014

For years, researchers have studied disconnects between sender and receiver in electronic communications. One study examined overconfidence over e-mail by comparing the perceived and actual ability of participants to communicate effectively. Misunderstandings are inevitable in the cryptic world of computer-mediated communication.

Exceptional Customer Service 97

Exceptional Customer Service Customer Service e-support Guidelines 97

Call Experts

APRIL 8, 2024

Pop Art Character Bring the world of comic books to life with a pop art-inspired costume. Apply makeup in bold, comic-style dots and lines to create a two-dimensional, “comic book” look on your face and body. You’ll literally become “Smartie Pants” for the day.

Groups 52

Groups Entertainment Social Media Employee Engagement 52

Russel Lolacher

JANUARY 12, 2021

” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. ensure communication is effective. “Tear down silos!”

Employee Engagement 59

Employee Engagement Culture Innovation Communication 59

Experience Investigators by 360Connext

MARCH 30, 2015

This is a fantastic resource of a book! Content marketing is here to stay, and as a one-to-one marketing and communications strategy , it can be very powerful. Blog Customer Experience Featured Opinion Podcast Recent News communication content marketing conversion leadership linkedin SEO Social Media' I’m a believer.

Marketing 110

Marketing Social Media Consulting Leadership 110

ShepHyken

OCTOBER 16, 2018

Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs.

Employee Engagement 50

Employee Engagement Culture Entertainment Policies 50