ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Impact: Employees with an emotional connection to their work are more productive.

Communication 82

Communication Leadership Airlines Social Media 82

Press 1 For Nick

JANUARY 13, 2021

In business, leaders will benefit from reflecting on how these changes—shutdowns, communication changes, working from home—have impacted their relationships with their consumers and consider how this season has improved or harmed your business continuity. However, over 43 percent of companies don’t have a work from home policy.

Connections 52

Connections How To Policies Communication 52

VDS

JULY 22, 2020

In business, leaders will benefit from reflecting on how these changes—shutdowns, communication changes, working from home—have impacted their relationships with their consumers and consider how this season has improved or harmed your business continuity. However, over 43 percent of companies don’t have a work from home policy.

Connections 52

Connections How To Contact Center Policies 52

Vonage

MAY 13, 2019

And just like in December of 2019, we brought together a group of thought leaders to exchange ideas over a breakfast about customer service in the context of inherently connected and demanding customers. That is a perfect example of a policy that empowers employees ($50 per cast member) to create that magical moment.

Omni-Channel 210

Omni-Channel Policies Communication Employee Engagement 210

Beyond Philosophy

NOVEMBER 30, 2023

This situation can lead to policies and procedures that conflict between the groups. Starting with… Help People Realize How Their Role Affects The Customer Many people in the organization who do not work with customers might need help with this connection. We all know happy employees make happy customers.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Qualtrics

FEBRUARY 14, 2019

However, because they’re not in the office, remote workers can feel less connected and disengaged from their co-workers, which can harm performance. If you hire remote employees, below are 9 ways you can keep them engaged, happy, and motivated. They will also benefit from the clarity and human connection.

Employee Engagement 32

Employee Engagement Engagement How To eBook 32

CSM Magazine

DECEMBER 23, 2023

Increased Employee Engagement Perhaps the most talked about benefit gleaned from comprehensive workplace wellness programs is an increase in measurable employee engagement. To learn more about the reasons behind these developments, here’s why workplace well-being is good for business.

Employee Engagement 52

Employee Engagement Measurement Study Report 52

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. But Hall is so committed to the culture, fan experience, and community items that he told me that the organization was cutting baseball payroll this year instead of cutting those other items.

Culture 313

Culture Sports Employee Engagement Leadership 313

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. We build connections by acknowledging that each of our experiences is important.

Communication 34

Communication How To Policies Feedback 34

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. This philosophy, which permeates their employee engagement from hiring to performance management, acknowledges the honor and dignity in service while empowering employees to provide great service to their customers, as equals. .

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Russel Lolacher

SEPTEMBER 22, 2020

In it, she highlights five areas: maintaining culture; communication; feedback; tools and resources; and autonomy and empowerment. My Experience in Keeping Remote Employees Engaged. Remote employees can’t just pop in to talk about projects, they only have communication channels to rely on.

Engagement 75

Engagement How To Employee Engagement Hospitality 75

Russel Lolacher

FEBRUARY 23, 2021

After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. I also came across a study by SaneBox (an email organization SaaS), that found 62% of emails received by employees aren’t important. People hate it.

Communication 129

Communication Employee Engagement Fashion Policies 129

Russel Lolacher

APRIL 5, 2021

I have the pleasure of working within an organization that prioritizes customer service, which has been a huge benefit as we’ve worked to integrate our non-traditional pubic engagement and digital communications into the ministry’s operations. People connect with people, not brands – talk like a human.

Customer Care 98

Customer Care Government Communication Engagement 98

Playvox

MAY 11, 2023

When there is total confidence in the team, it is easier for agents to work from anywhere they like — provided it meets the requirements of your remote work policy. This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.

Management 89

Management Contact Center Culture Engagement 89

Think Customers

MARCH 28, 2022

In addition, communicating clear performance expectations is key. Make sure gig workers understand how their performance will be measured and policies that they’re expected to abide by, even though they’re setting their own hours. Another important part of feedback is timeliness.

How To 105

How To Policies Tips Contact Center 105

Experience Investigators by 360Connext

DECEMBER 4, 2014

This stack includes important things, like a medical history form to complete and notification of the office’s cancellation policy. Blog Customer Experience customer service Featured communication healthcare linkedin patient experience' YOU BETTER SHOW UP FOR YOUR APPOINTMENT! appeared first on Customer Experience Consulting.

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

Russel Lolacher

SEPTEMBER 22, 2020

In it, she highlights five areas: maintaining culture; communication; feedback; tools and resources; and autonomy and empowerment. My Experience in Keeping Remote Employees Engaged. Remote employees can’t just pop in to talk about projects, they only have communication channels to rely on.

Engagement 52

Engagement How To Employee Engagement Hospitality 52

SurveySparrow

JANUARY 1, 2021

So it comes as no surprise that employee engagement has turned out to be a crucial factor in a business’s success. Organizations with higher levels of employee engagement outperform their competition, and their employees have a vision of how their work contributes to the organization’s success.

Employee Experience 52

Employee Experience Net Promoter Score Employee Engagement Culture 52

SurveySensum

MARCH 5, 2024

Employee feedback refers to the process of providing and receiving information about an employee’s performance, behavior, or contributions in the workplace. It is a two-way communication where employers share insights with employees, and employees, in turn, offer their perspectives.

Culture 52

Culture Feedback Survey Employee Engagement 52

CX Journey

JUNE 23, 2015

Fact: The employee experience drives the customer experience. So many companies still fail to recognize that important connection, to the ultimate detriment of the business. Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Open Communication Definition. Open Your Door and Your Ears.

Culture 26

Culture Communication Multi-Channel Feedback 26

Strativity

DECEMBER 12, 2019

In 2020 more brands will look to rewire every communication to be conversational and speak earnestly to their customers, human to human. . Taking it one step further, in 2020 more companies will return the show of trust to their customers by loosening certain policies. Engage and Empower Your Employees.

Trends 64

Trends Customer Experience Policies Employee Engagement 64

Experience Investigators by 360Connext

APRIL 9, 2015

Some companies aim higher and try to express the values and responsibilities of the brand, but very few manage to communicate this successfully. It’s a lovely thing to say, but what happens when Nationwide rejects your claim as a policy holder? Barnes & Noble. Don’t make promises you can’t keep.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

SurveySparrow

NOVEMBER 11, 2021

Write a flexible work policy. Create great employee experiences. High employee turnover can spark rumors and questions about your firm’s lifespan. Without open, honest communication, you could be at risk of a further quitting spree. So the worst thing you can do right now is force your employees to shoulder more work.

How To 52

How To Policies Roadmap Culture 52

SurveySparrow

NOVEMBER 11, 2021

Write a flexible work policy. Create great employee experiences. High employee turnover can spark rumors and questions about your firm’s lifespan. Without open, honest communication, you could be at risk of a further quitting spree. So the worst thing you can do right now is force your employees to shoulder more work.

How To 52

How To Policies Roadmap Culture 52

Michelli Experience

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Ultimately, I purchased a boxed set of materials, developed a communication and training plan, and marched the program right into the organization. Our policy doesn’t allow me to…. One of my least favorite hiding spots is inside a policy manual.

Policies 100

Policies Customer Service Engagement Training 100

Experience Investigators by 360Connext

FEBRUARY 9, 2015

Revise your communications strategy. Trust your communication pros to get it right by being honest and transparent. Nothing serves customers better than happy, well-trained and empowered employees. Your employees know more than you think. They know which processes and policies aren’t working for your customers.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

SurveySensum

MARCH 11, 2024

Leveraging Employee Feedback To harness the benefits of employee feedback, companies should establish robust mechanisms for collecting and acting upon input from their workforce. Regular feedback loops can identify areas for improvement and provide valuable insights into employee needs and concerns.

Tips 52

Tips Culture Feedback Survey 52

Experience Investigators by 360Connext

MARCH 4, 2015

Adam and I discussed how one particular airline, RyanAir , made a change swiftly when they saw the negative impact of a policy of treating customers poorly. There is a lot large companies can learn from startups who communicate so effectively with customers from the inception of an idea through releasing a product!

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Using these channels strategically will help keep customers engaged and employees productive. In this article, we’ll share the why, what, and how of communication channels to effectively reach customers and your employees.

Communication 98

Communication Social Media Video Meeting 98

SurveySparrow

JUNE 22, 2023

Hence, this level of personalization helps build a stronger connection between the customer and the bank. Transparent Communication Customers expect clear, open, and honest communication from their banks. Empowered and motivated employees are more likely to exceed their service duties, ensuring customer satisfaction.

Banking 52

Banking Customer Experience Customer Journeys Financial 52

Russel Lolacher

JANUARY 4, 2021

I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. And that movement has to be connected to a feeling of having skin in the game. Fluid leadership – titles denote responsibility, not leadership.

How To 83

How To Culture Government Leadership 83

ShepHyken

MAY 1, 2020

Employees are hearing misinformation at an alarming rate from all directions which is feeding their fear and anxiety and allowing them to imagine the worst. Employer communication is the most credible source of information during times like this. Employees want clarity on everything and expect frequent updates. Be Persistent.

Government 120

Government Conference Communication Employee Experience 120

SurveySensum

FEBRUARY 28, 2024

Overall, these tools play a crucial role in gathering actionable insights and fostering a culture of transparency and open communication within organizations. Your feedback tool should be the Fort Knox of confidentiality, prioritizing data security and complying with all the data protection and privacy policies out there.

Tools 52

Tools Feedback Analysis Survey 52

Russel Lolacher

MARCH 20, 2023

Connect with, and learn more about, Lauren on her platforms: Instagram LinkedIn Her Website LISTEN AND SUBSCRIBE Or, listen on: Apple Podcasts Spotify Google Podcasts KEY TAKEAWAYS What consent culture actually is. Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine.

Culture 98

Culture Policies Employee Experience Course 98

Russel Lolacher

JANUARY 8, 2022

In episode one of Relationships at Work, I chat with Leslie O’Flahavan , as we discuss how we communicate with each other in the workplace and how incorporating plain language can benefit your relationships with others. Connect with Leslie on her platforms: Twitter. Plain Language is a communication philosophy.

Culture 45

Culture Employee Engagement Communication Engagement 45