Wired and Dangerous

OCTOBER 30, 2014

This week marks the 7th anniversary of the release of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. and abroad since my book’s publication, including company leaders who use the books in management development training. Employees want and need to feel their work matters.

Employee Engagement 127

Employee Engagement Engagement How To Communication 127

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them.

Case Study 142

Case Study Employee Engagement Study Engagement 142

Experience Investigators by 360Connext

OCTOBER 15, 2014

First things first, I *highly* recommend her latest book, Everybody Writes , for anyone who has any reason to write anything from a status update to a manuscript. Learn more about the book and how to order. Back to the book. But this book. I often end up disliking the tone of the typical “rule” book.

Social Media 275

Social Media Consulting Conference Communication 275

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

Daniel Group

MARCH 28, 2019

Front-line personnel are the face and customer touch point for many companies. The interaction between the frontline employees and the customers can significantly impact the business relationship. Front-line personnel are the face and customer touchpoint for many companies. The Consequences.

Employee Engagement 40

Employee Engagement Training Engagement Touchpoint 40

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

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. And why does the customer room work? 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. The second examined the retail experience of 40,000 Customers.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

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. The post HOW TO ENGAGE REMOTE TEAMS & MORE FT. I HAVE NOT BEEN PREPPED.

Engagement 78

Engagement How To Sports 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.” Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

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.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. Customer Experience 3.0: ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

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. Customer Loyalty on the other hand has two definitions.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. A lack of engagement can lead new hires to reconsider their decision before starting. How do we know?

Call Center 98

Call Center Gamification Contact Center Training 98

Genroe

JUNE 25, 2015

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. They won’t see the rosy, new, customer feedback driven world. They will see a world where one bad comment from a customer will get them fired.

Employee Engagement 40

Employee Engagement Feedback Engagement Net Promoter Score 40

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need.

Connections 147

Connections Contact Center Analytics Travel 147

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?

Sales 78

Sales How To Customer Experience Employee Engagement 78

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Michel Falcon Experience

JANUARY 20, 2020

The internet era has HURT customer service. Find out WHY in my second installment of my four-part series that explores the best practices of “The 4 Generations of Customer Experience.” ” Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 78

Customer Service Employee Engagement Culture Course 78

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. Take a look behind the curtain.

Customer Experience 133

Customer Experience CEM Employee Engagement Tips 133

Bold360

DECEMBER 4, 2019

Whether your December is filled with cold weather, holiday travel, or a little bit of both – the one thing that can help break up those cold days or long car/plane/train rides is settling down with a good book. Chris Savio and I have put together our top 5 Customer Experience (CX) books that will transform your customer experience.

Customer Experience 40

Customer Experience Travel B2C Case Study 40

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. A lifetimes ambition, I am beyond excited!!

Culture 264

Culture Measurement Customer Centricity Hotels 264

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. 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.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

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. It’s the experience that drives engagement.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

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.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

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

Michel Falcon Experience

JANUARY 30, 2020

My third installment of The Four Generations of Customer Experience is here! Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers. THE SOCIAL MEDIA ERA.

Social Media 78

Social Media Customer Experience Employee Engagement Course 78

Uniphore

JANUARY 24, 2022

Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Agent Engagement Matters. With agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore. They’re as frustrated as customers.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. I’m suggesting you do the following before engaging in these exercises. Strategic Alignment.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

Michel Falcon Experience

JANUARY 16, 2020

Delivering an excellent product is only HALF of the customer experience. Check out the first installment of my 4 part series that explores the best practices of “The 4 Generations of Customer Service.” Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 78

Customer Service Employee Engagement Course Culture 78

Stella Connect

SEPTEMBER 20, 2021

With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. In this book, she outlines the importance of customer understanding to developing a customer-centric culture. Let’s start with a look at engagement. How do agents become engaged? What is it?

Connections 64

Connections Engagement Contact Center Culture 64

ShepHyken

AUGUST 14, 2023

Top Takeaways: Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience.

Training 62

Training Customer Experience Marketing Brands 62

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods.

Hospitality 75

Hospitality Exceptional Customer Service Employee Engagement Hotels 75

Kerry Bodine

JANUARY 18, 2021

There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”. I was super excited (and nervous) to hop on the phone with him and to hear his thoughts on this book that I’d spent countless hours working on during the preceding months. And I can still remember the call like it was yesterday. “I

Comparison 227

Comparison Culture Groups Customers 227

Customers That Stick

MARCH 4, 2020

The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention, better profitability, and even higher stock market valuations than their competitors.

Customer Service 78

Customer Service Employee Engagement Retail Customers 78

Bill Quiseng

JUNE 19, 2017

Your most important assets are not your customers and your employees. 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.

Customer Service 139

Customer Service Management Employee Engagement Airlines 139