Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. Here’s your ultimate guide on how to build a customer experience department.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

BlueOcean

OCTOBER 23, 2023

Agent Workforce An outsourcer’s ability to attract and retain the right people for your brand and your service requirements is essential. What percentage of your employees live within an hour of your primary market? Describe your employee engagement strategies and measurement processes. Hourly staff?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. Download report for $195.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

Playvox

MARCH 31, 2022

Every interaction our workforce engagement management (WEM) software enables helps agents love their job and encourages customers to love their favorite brands. Playvox has been named a leader in G2’s Spring 2022 Grid Report for Contact Center Quality Assurance.

Contact Center 63

Contact Center Report Software Employee Engagement 63

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. times more likely to stick with a brand when their problems are solved quickly. That’s where customer experience platforms come in.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Michelli Experience

JUNE 28, 2016

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. For years companies have been trolling social media to see what customers post about brand experiences.

Brands 185

Brands Social Media Financial Analysis 185

CX Journey

JULY 21, 2015

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. Smart simplicity has six rules.

Employee Engagement 80

Employee Engagement Engagement Resources Groups 80

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JUNE 14, 2017

Hopefully you’ve read our FREE report, The Four CX Core Competencies. Compelling Brand Values: Deliver on your brand promises to customers. Employee Engagement: Align employees with the goals of […]. It outlines the blueprint to building a customer-centric organization.

Infographics 263

Infographics Customer Centricity Employee Engagement Brand Values 263

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

BlueOcean

JANUARY 20, 2023

Agent Hiring/Training An outsourcer’s ability to attract and retain the right people for your brand and your service requirements is essential. Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? What percentage of your new hires comes from employee referrals?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Confirmit

MARCH 1, 2018

ENGAGE works with a wide range of leading brands and organizations across the UK, Europe, the US and at a global level, all of whom trust the organization with their most valuable asset: their people. ENGAGE began working with the insurer in 2014 to undertake a strategic, long-term employee engagement program.

Employee Engagement 40

Employee Engagement Engagement Insurance Case Study 40

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems.

Management 119

Management Employee Engagement Culture Leadership 119

GetFeedback

SEPTEMBER 6, 2018

In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys. The relationship between employees and customers. We know loyal customers drive business success, act as brand advocates, and positively affect your bottom line. When employees are happy, customers are happy.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Some brands use their community to build buzz and awareness.

ROI 100

ROI Measurement Brands Net Promoter Score 100

SurveySensum

FEBRUARY 26, 2024

Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. This is why you need employee pulse survey tools. Now, designing and launching these surveys requires the right tool, right?

Tools 52

Tools Survey Employee Engagement Culture 52

Qualtrics

DECEMBER 20, 2018

For example, you may read from many different employees about: annoying early meetings. the fantastic new company branding. Your ability to link up data points from across the employee lifecycle is going to become even more essential. Are their peers, direct reports and managers seeing a difference? Mobile feedback.

Employee Engagement 37

Employee Engagement Trends Engagement Employee Experience 37

Experience Matters

SEPTEMBER 29, 2014

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move. Customer experience Fred Ehle McDonalds'

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

ShepHyken

DECEMBER 27, 2022

She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with. Listen to your employees, too, not just your customers.

Healthcare 124

Healthcare Customer Centricity Customer Voice Employee Engagement 124

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct impact on customer experience. According to the latest LinkedIn Global Talent Trends Report , a whopping 96% of talent professionals say employee experience is becoming more important. This is misguided.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

BlueOcean

AUGUST 6, 2020

An outsourcer’s ability to attract and retain the right people for your brand and your service requirements is essential. Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

CSM Magazine

DECEMBER 13, 2023

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. Provide learning opportunities to keep employees engaged in their roles. How to mitigate this?

Customer Service 52

Customer Service CRM Call Center System 52

Experience Investigators by 360Connext

MARCH 23, 2021

We’re asked to spend more time reporting on what’s happened than making things happen. They want to align with brands that reflect their values, their ideals and the experiences they want. If employees think this is the way to get ahead within, they will think nothing of doing the wrong thing for a customer.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

C Space

APRIL 6, 2020

The Brand Move Roundup – April 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. AWMH has pledged $100,000 to this fund,” stated the group.

Brands 52

Brands Hospitality Healthcare Banking 52

Vonage

MAY 13, 2019

A failure to listen to this demand is rather pricy: Forrester estimates the cost of customers switching brands will have an impact of over $1.6 Per Walker Study , by year 2020, customer experience will overtake price and product as the key brand differentiator. Did it fit your brand expectations? . trillion. .

Omni-Channel 210

Omni-Channel Policies Communication Employee Engagement 210

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. Regular progress monitoring is essential so develop a mechanism to measure the impact of training and employee engagement on productivity.

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

Alida

OCTOBER 18, 2016

The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z. Here are 20 Generation Z statistics from our study. Optimistic and self-assured.

Report 100

Report Travel Fashion Hotels 100

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. 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.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Qualtrics

DECEMBER 9, 2020

As we look ahead, to remain competitive over the next decade businesses will realign their operations around XM by embedding these same CX capabilities across every core business pillar - customer, employee, product, and brand. Iconic brands finding a competitive advantage with XM. ANZ: The design & delivery of XM.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. The Ritz Carlton, a brand renowned for its service culture, has successfully done this.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Qualtrics

FEBRUARY 18, 2021

The key drivers of employee engagement shifted significantly during 2020 – belonging and well-being are now at the top of the list. Alongside this, employee well-being rose to become a core metric of the employee engagement model with businesses working to support their employees during the pandemic.

Fashion 26

Fashion Ecommerce Brands Employee Engagement 26

Experience Investigators by 360Connext

AUGUST 6, 2019

When I ask you a question like “what brand are you loyal to?” ” you are actually answering the question “what brands have earned your trust?” ” What brand has proven, time and again, they can live up to their promises? Which brand hasn’t disappointed you? I feel duped.

Touchpoint 125

Touchpoint Brands Customers Report 125