ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility. This is brand integrity.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

CX Journey

NOVEMBER 8, 2017

Image courtesy of Pixabay Why is employee engagement at an all-time low? When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. That engagement comes from within the employee, and yet the company has a role in it, as well. And yet, so true.

Leadership 182

Leadership Employee Engagement Culture Engagement 182

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Quotes About Customer Experience and Brand Reputation The next set of quotes describes the connection between customer experience and brand reputation.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives?

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

SurveySensum

MAY 6, 2024

Personal branding refers to achieving a prominent identity for an individual. Having a strong personal brand is necessary if you want to be recognized as an authority in your field. Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback.

Brands 52

Brands Strategy Social Media Video 52

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

Brad Cleveland Blog

JUNE 23, 2023

Customers who are active promoters are demonstrative and outgoing about your brand. They convince others to try your products or brand, and they’ll try new or other products from your organization just … Continue reading → The post Engaging with Customers Who Are Brand Promoters appeared first on Brad Cleveland.

Brands 45

Brands Engagement Customers Contact Center 45

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! In other words, quick reads but packed full of good stuff.)

Leadership 151

Leadership Guidelines Travel Culture 151

InMoment XI

MAY 10, 2022

Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. And when issues arise, how can brands reinforce the positive resolution of customer complaints?

Policies 260

Policies Leadership Culture Strategy 260

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Business customers care about what your brand stands for. Brand purpose should be the driving force behind everything you do. Few brands have paid as much attention to it as it requires.

B2B 122

B2B Brands Innovation Government 122

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

ijgolding

JANUARY 28, 2018

James has been inspired by many of the most recognised customer centric brands in the world – all of whom believe that you must treat your employees in the way you want them to treat your customers. It is essential to attract people who align to the following characteristics: They believe in your brand purpose, products and services.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

COPC

NOVEMBER 2, 2022

Companies with highly engaged employees outperform their competitors and have higher retention with lower absenteeism. A highly engaged workforce positively impacts the bottom line from a cost perspective and contributes to a consistently better customer experience. Get Employee Engagement Research Insights.

Employee Engagement 92

Employee Engagement Culture Engagement Company 92

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Experience Customer Service Call Center 141

Zeisler Consulting

MAY 9, 2023

But here’s the thing: Recently I had an experience with this brand that was decidedly not luxury in any way whatsoever. But here’s where the experience , or more precisely the Brand Promise intersects with that decision: When I tried to find satisfaction—or even information —with all this, I had far less than a luxury experience.

Brands 72

Brands System Technology Leadership 72

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Real Brand Engagement : Marketers will link ?engagement? engagement? to how well the brand is perceived versus its? This year, Robert again put together his proposed trends for the upcoming year. category''?s

Trends 171

Trends Brands Retail Leadership 171

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift. Lacking alignment, very little progress is made.

Customer Centricity 349

Customer Centricity Customer Connectedness Employee Engagement Brand Values 349

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. Connect with Gregg on his platforms: Website.

Leadership 52

Leadership Culture Exercises Airlines 52

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How will you define employee engagement and customer experience success?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

BlueOcean

FEBRUARY 22, 2024

Green flag alert: An outsourced customer care partner who not only talks the talk but walks the walk, actively engaging in sound, measurable environmental practices, structuring their business policies and processes around equity and inclusion, and demonstrating a genuine commitment to ethical business conduct.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

ReviewTrackers

JULY 12, 2018

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding?

Brands 175

Brands Company Social Media Competitive Advantage 175

Think Customers

NOVEMBER 2, 2022

The customer experience landscape is always changing, but one constant remains: the need for an energized and engaged workforce. Amazing brand experiences are powered by people, and great employee experiences lead to seamless customer experiences. CSJ: Your leadership style is based on your personal motto, “Be REAL.”

Leadership 52

Leadership Self Service Culture Employee Experience 52

Blake Morgan

AUGUST 29, 2023

Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard. I talked to Naomi Wheeless, the Global Head of Customer Success at Square, about the management and leadership strategy required to modernize and run a customer-centric contact center.

Contact Center 52

Contact Center Leadership Strategy Management 52

Seaton CX

NOVEMBER 30, 2022

Dear Frustrated CX Leader, I’m responding to your posting for a clever CX initiative that “doesn’t make people fall asleep at their desks, engages busy cross-functional teams, and motivates Stan to show up for meetings with some infinitesimal hint of progress on his action items.”. I can help. The employees never see it coming! Join us!

Brands 75

Brands Airlines Entertainment Travel 75

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. However, not every visual engagement provider offers the ideal solutions to your needs. However, not every visual engagement provider offers the ideal solutions to your needs. Launch & Rollout.

Engagement 109

Engagement Self Service Video Culture 109

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. There was a joke of how to save yourself if you had drifted off and were lost when someone asked you to engage in the conversation.

Engagement 179

Engagement Social Media Sales Loyalty 179

ProProfs Chat

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. But, how to measure employee engagement to ensure maximum productivity? But, how to measure employee engagement to ensure maximum productivity?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Brad Cleveland Blog

JUNE 23, 2023

Customers who are active promoters are demonstrative and outgoing about your brand. They convince others to try your products or brand, and they’ll try new or other products from your organization just … Continue reading → The post Engaging with Customers Who Are Brand Promoters appeared first on Brad Cleveland.

Brands 26

Brands Engagement Customers Contact Center 26

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Employee engagement is also important for creating a positive work culture.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

ijgolding

MARCH 20, 2017

Many companies have ‘dipped their toe in the water’ when it comes to engaging their people in improving their business through the concept of ‘employee or staff suggestion schemes’. Employees efforts in improving the Customer Experience started to be recognised by leadership in all functions.

Engagement 164

Engagement Customer Experience Customer Centricity Tips 164