Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Culture 112

Culture Effort Score Leadership Conference 112

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A frequent speaker and writer on engagement. . So, so that type of cultural leadership, right.

Culture 98

Culture Connections Leadership Communication 98

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. So, you can see that HR plays a critical role in this agenda.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Up Your Service

SEPTEMBER 6, 2018

Your Service, we have developed a comprehensive checklist of strategic implementation activities that help our clients plan, implement, and sustain the momentum of a service culture building program. We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist.

Leadership 53

Leadership Culture Engagement How To 53

Chadwick Martin Bailey

MAY 12, 2020

We’re proud to say that our culture is stronger than ever and in the spirit of openness, we’re sharing creative ways to building and maintaining our bonds: “Very productive day for Nala” - Mike Helms, Research Manager. One secret to CMB’s strong and enduring culture? CMB’s culture continues to thrive even with the close of our offices.

Culture 59

Culture Social Media Video Conference 59

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. The employee culture is one of energy and enthusiasm.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

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? Those question are: 1) Really?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

Qualtrics

SEPTEMBER 9, 2021

SHRM’s Business Solutions portfolio includes the Employee Engagement Survey and Thrive 360 , two products geared toward helping organizations transform. From creating the survey, distributing it to employees, and reviewing our results, everything has been with ease. About Qualtrics. Qualtrics, the world’s No. About SHRM.

Conference 26

Conference Employee Engagement Policies Leadership 26

Experience Investigators by 360Connext

NOVEMBER 17, 2014

I’ve seen big corporations try to remind employees about “the customer” in laughingly ineffective ways. One Fortune 50 company decided to put felt blankets on office chairs and conference room chairs that had “CUSTOMER” in lettering on them.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Customer Bliss

NOVEMBER 1, 2018

In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Russel Lolacher

JANUARY 23, 2022

We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Because as an employee engagement podcast, I know you’ve been in the sphere of internal slash, private podcast. So first, I want to ask why you love podcasts as a way to engage people.

Employee Engagement 98

Employee Engagement Culture Engagement Employee Experience 98

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

OpinionLab

JULY 15, 2016

I recently attended Forrester’s CXNYC conference. Their analysts have long been active in the CX space and conferences like CXNYC are full of CX stories from the trenches. The overarching headline from the conference was that “growth without CX is not sustainable”. Involve employees to build a CX culture.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Heart of the Customer

DECEMBER 18, 2014

Employee engagement? Customer Journey Mapping Made Easy I’m getting ready to speak at a conference next month on customer journey mapping. Customer Experience Employee Engagement Resources Voice of the Customer' Is it the role of emotions? Crowdsourcing journey maps?

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. He writes extensively on employee engagement. Service Culture Book. Articles on Employee Empowerment.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Customer focused measures are built into performance objectives and bonus schemes, whilst communication, employee engagement and learning & development activity keeps an army of Customer Experience ‘people’ busy.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. Improving customer experience starts with a commitment to change the culture. Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Call Experts

DECEMBER 28, 2018

Compensation is not the only way to keep employees happy with their job. . Secure more return for your brand by improving employee engagement, and use the culture of your organization to drive customer satisfaction. Be strategic about how to make your employees feel a sense of purpose. Onboard Employees.

Training 56

Training Call Center Conference Contact Center 56

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success.

Tips 52

Tips Culture Feedback Survey 52

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. It will also become a hot topic at CX conferences. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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. Underlying employees’ willingness to converse openly is a solid foundation of trust in the organization and the entire work environment.

Culture 26

Culture Communication Multi-Channel Feedback 26

Russel Lolacher

JUNE 5, 2022

How knowledge transfer and culture can benefit from communication technology. And he funfact keynote speaker for inspiration that for an inspiration day conference in Sweden, Sweden, congratulations to all that tech guy. So first question, we’re talking about technology, employee engagement with technology.

Communication 93

Communication Technology Employee Engagement Culture 93

Experience Investigators by 360Connext

JANUARY 5, 2015

It was a room of 12 people, with the founder sitting at the end of a big conference table. Blog Culture Customer Experience Featured customer experience consulting CXI employee engagement honest evaluation linkedin loyalty' The founder, in all his wisdom, was anxious to get the results of our 4-month evaluation.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Experience Investigators by 360Connext

MAY 20, 2015

Need a speaker for your corporate event or conference? Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? It’s HR and communications executives who understand they have a culture that ignores the customer.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

InMoment XI

SEPTEMBER 20, 2022

A large national financial services company, concerned that it was experiencing over 30% turnover among new employees, decided to give them a 13% bonus. Those employees who were “satisfied” happily took the additional money, but the result was no discernible decrease in churn. What keeps them there.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

CSM Magazine

DECEMBER 14, 2017

The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum. All customer professionals will learn a huge amount from seeing their conference presentations in April and the Best Practice Site Visits in the summer”.

Innovation 40

Innovation Conference Case Study Culture 40

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . Gain the insights you need to reduce internal infrastructure costs, improve employee morale, and ensure service excellence.”.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Strativity

JULY 18, 2014

Accelerate Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. . . July 2014 News . .

CEM 40

CEM Customer Experience Conference Employee Engagement 40

SurveySparrow

FEBRUARY 13, 2023

Have fun with the employee spotlight questions. Employee testimonials – Summit CPA Group What makes your company culture one of the best? In this employee spotlight video , senior accountant and mom-of-three Hannah Hood tells us why she loves being a part of Summit CPA. Virtual CPA firm Summit CPA shows us how.

Examples 52

Examples Culture Social Media Video 52

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. Together, we toured, listened, shared, asked questions, and engaged with the company’s top CX executives. Comcast employees’ daily job responsibilities must be connected to an enduring set of organizational values and purpose.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Think Customers

JANUARY 3, 2022

Bicker recently appeared with Chris Condon, TTEC’s senior vice president of business development, at The Conference Board’s Ultimate CX Conference. What we needed was more of a multipronged approach,” he said, including additional channels customers could use to engage with the company.

Banking 52

Banking Chatbots Conference Employee Experience 52

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

Russel Lolacher

OCTOBER 8, 2019

not only as an interesting history of the birth and growing pains of such an amazing organization, but also as a resource on leading teams, managing change and engaging workforces. 3) Create a great culture and defend it – put people first, through not just words but by action. I’d recommend his book, Creativity Inc. ,

Leadership 60

Leadership Culture Conference Policies 60

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Design a Work Culture that Motivates Your Staff. Key drivers affecting labor markets.

Contact Center 87

Contact Center Conference Training Call Center 87