ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Is it really possible to measure customer culture?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Michel Falcon Experience

FEBRUARY 12, 2019

In this video I’m going to share three employee engagement training strategies that I use in my business. The first is how your employee onboarding strategy has been built out. Use this opportunity not just to train your new team member but to engage them into your people first culture. There you have it!

Employee Engagement 60

Employee Engagement Training Engagement Strategy 60

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

Wired and Dangerous

OCTOBER 30, 2014

and abroad since my book’s publication, including company leaders who use the books in management development training. Continued interest in applying internal marketing to engage employees is more than a matter of economic recovery; it’s an international business strategy. Here are my top three: 1. Just let me know.).

Employee Engagement 127

Employee Engagement Engagement How To Communication 127

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. ’s top 101 experts on Employee Engagement. This video and the rest of the series will no doubt help you and your team take your organization to the next level.

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

CX Journey

DECEMBER 11, 2018

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?

Leadership 151

Leadership Guidelines Travel Culture 151

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

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Customer Centricity Culture Competitive Advantage Customers 121

Michel Falcon Experience

JANUARY 9, 2020

On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. How To Engage Remote Employees. Tipping Culture In Non-Traditional Tipping Jobs. I HAVE NOT BEEN PREPPED.

Engagement 78

Engagement How To Sports Employee Engagement 78

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. Let’s jump into the interview then.

Employee Engagement 52

Employee Engagement Engagement Employee Experience Survey 52

Michel Falcon Experience

NOVEMBER 18, 2019

In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! Follow me on LinkedIn and pick up a copy of my book! BOOK — [link]. The post What is People-First Culture?

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Culture Employee Engagement Video Strategy 60

Michel Falcon Experience

FEBRUARY 11, 2020

THE PEOPLE FIRST CULTURE ERA. (I Watch this video if you want to learn how to build a brand that’s admired by customers, employees and communities alike. Are you interested in improving your company culture, employee engagement, and customer experience? I may have a bias towards this era).

Culture 88

Culture Customer Experience Employee Engagement Course 88

Daniel Group

MARCH 28, 2019

To ensure employees are equipped to provide an outstanding customer experience, companies must adequately train their employees in the technical aspects of their jobs as well as sharpen their people skills to drive engagement. Proper training provides employees with the confidence they need to engage customers.

Employee Engagement 40

Employee Engagement Training Engagement Touchpoint 40

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. A frequent speaker and writer on engagement. . PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts.

Culture 98

Culture Connections Leadership Communication 98

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What was the culture like when you first got there? And I’m not done yet.

Culture 52

Culture Leadership Employee Engagement Consulting 52

Customer Bliss

AUGUST 10, 2018

The following excerpt is from my third book, Chief Customer Officer 2.0, Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. We are also using our customer room as a cultural space to onboard new employees. #CX #CustExp Click To Tweet. Building Our Customer Room.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

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

COPC

MARCH 11, 2024

Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? A lack of engagement can lead new hires to reconsider their decision before starting. Are we successfully engaging new hires and keeping them excited about joining our team?

Call Center 99

Call Center Gamification Contact Center Training 99

Michel Falcon Experience

MARCH 5, 2020

2️⃣How To Coach Middle Management On Culture and Core Values. 3️⃣ How To Create and Maintain Culture Across Multiple Locations and Shift Workers CLICK HERE FOR APPLE PODCAST! Are you interested in improving your company culture, employee engagement, and customer experience?

Culture 78

Culture Management How To Employee Engagement 78

Beyond Philosophy

DECEMBER 5, 2017

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” These employees start their work day, they perform their job at acceptable levels, and they go home.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

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. 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. Building the Company Culture of Truth.

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Culture Company How To Employee Engagement 103

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. Customer Service Books on Leadership.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

Chadwick Martin Bailey

MAY 12, 2020

We’re proud to say that our culture is stronger than ever and in the spirit of openness, we’re sharing creative ways to building and maintaining our bonds: “Very productive day for Nala” - Mike Helms, Research Manager. One secret to CMB’s strong and enduring culture? CMB’s culture continues to thrive even with the close of our offices.

Culture 59

Culture Social Media Video Conference 59

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. Giving credit and acknowledging the team’s efforts along the way, not just when a project is completed, boosts engagement.

Leadership 83

Leadership How To Culture Employee Engagement 83

Michel Falcon Experience

JANUARY 20, 2020

.” Are you interested in improving your company culture, employee engagement, and customer experience? Are you interested in improving your company culture, employee engagement, and customer experience? If so, my online course, Team Operating System , may be your solution.

Customer Service 78

Customer Service Employee Engagement Culture Course 78

Michel Falcon Experience

JANUARY 23, 2020

In Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. On this episode of Breaking it Down, Sunny and I tackle: 1️⃣How To Measure Your Company’s Culture.

Employee Engagement 78

Employee Engagement How To Culture Course 78

Bill Quiseng

MARCH 15, 2022

And be sure to read her book, Built to Win. Details of the book are linked at the end of this post. As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Michel Falcon Experience

FEBRUARY 20, 2020

Here’s What You’ll Learn: How to Increase Employee Engagement Amongst Remote Teams Customer Experience and On-Boarding New Clients How To Balance Sales and Customer Experience. Are you interested in improving your company culture, employee engagement, and customer experience? DON’T FORGET!

Sales 78

Sales How To Customer Experience Employee Engagement 78

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

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Engagement Wireless Call Center Employee Engagement 113

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Perhaps you should. Here’s why.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Michel Falcon Experience

JANUARY 30, 2020

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. If so, my online course, Team Operating System , may be your solution.

Social Media 78

Social Media Customer Experience Employee Engagement Course 78

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

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Banking Culture Employee Engagement CEM 138

CX Journey

NOVEMBER 8, 2017

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why are employees constantly looking for better opportunities? When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. Why is turnover as high as it is?

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Leadership Employee Engagement Culture Engagement 182