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

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

InMoment XI

AUGUST 17, 2023

Here are some strategies to leverage employee experience: Focus on Employee Engagement: Actively engage employees by involving them in decision-making processes, recognising their contributions, and fostering a collaborative and inclusive culture. Book your meeting today

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

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

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

Beyond Philosophy

DECEMBER 8, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Case Study 142

Case Study Employee Engagement Study Engagement 142

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

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

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

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

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. Are you interested in improving your company culture, employee engagement, and customer experience?

Engagement 78

Engagement How To Sports Employee Engagement 78

Happy or Not

APRIL 23, 2018

Each year, nearly four billion passengers travel through airports worldwide, and whether your vacation destination is domestic or international, the time to start booking is now. The post The Search for HR’s Holy Grail: Increasing Employee Engagement and Improving Performance appeared first on HappyOrNot.

Employee Engagement 57

Employee Engagement Engagement Travel Tips 57

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

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

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. #CX #CustExp Click To Tweet. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

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. Nature of the job – Is it mentally stimulating day-to-day?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

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. Customer Service Books on Leadership. Books on Team Building and Leading. 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.” 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

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 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. By introducing eNPS at the same time as NPS, employees can see how the process works, from the inside, so to speak. Share insights with customers and employees.

Employee Engagement 40

Employee Engagement Feedback Engagement Net Promoter Score 40

SurveySparrow

OCTOBER 8, 2021

However, the fact remains that an organization is as successful as levels of employee engagement within it. . This is the reason why business organizations in contemporary times pay great heed to employee engagement strategies. Uniquely effective employee engagement ideas to drive retention.

Engagement 52

Engagement Social Media Employee Engagement Financial 52

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

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. From Erica Marois: I like Karin Hurt’s Book Winning Well.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s a never-ending hamster-wheel to entice engagement. Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

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. Get Your Copy Now. Learn More.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

Stella Connect

SEPTEMBER 20, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. As you know, when the pandemic hit last year, businesses were forced to close their doors and send employees home. Let’s start with a look at engagement. How do agents become engaged? Engagement is an outcome.

Connections 64

Connections Engagement Contact Center Culture 64

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

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

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? Click this link to book a call with me directly to learn if the course is right for you and your company.

Customer Service 78

Customer Service Employee Engagement Culture Course 78

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

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

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?

Leadership 182

Leadership Employee Engagement Culture Engagement 182

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. In industries like cruising, where employees live and work together, fostering a positive work environment is essential to ensuring that employees wake up each day ready to deliver exceptional customer service. .”

Hospitality 75

Hospitality Exceptional Customer Service Employee Engagement Hotels 75

Strativity

AUGUST 19, 2014

Attendees will learn: Strategies to get first-line managers on board with cultural transformation; Common pitfalls companies may encounter while implementing engagement programs; The financial and cultural benefits of investing in your employees. His work has impacted 220 million customers and 375,000 employees in 21 countries.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

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. Are you interested in improving your company culture, employee engagement, and customer experience? BREAKING IT DOWN EPISODE 2 FT.

Employee Engagement 78

Employee Engagement How To Culture Course 78

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. In industries like cruising, where employees live and work together, fostering a positive work environment is essential to ensuring that employees wake up each day ready to deliver exceptional customer service. .”

Hospitality 67

Hospitality Exceptional Customer Service Employee Engagement Hotels 67