ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. Giving credit and acknowledging the team’s efforts along the way, not just when a project is completed, boosts engagement.

Leadership 83

Leadership How To Culture Employee Engagement 83

The DiJulius Group

MAY 6, 2020

1. Customer Service Feature Story How to Go From Good to Great Employee Engagement By Jess Pischel, CX Consultant Employee engagement and employee satisfaction have two very different meanings, although the two words are often used interchangeably. Read Full Article.

Employee Engagement 71

Employee Engagement Engagement How To Consulting 71

Middlesex Consulting

AUGUST 12, 2021

Ron Giuntini is the author of this post and is justifiably proud of his efforts relating to engaging leadership in the aftermarket. The post Engaging Leadership In B2B OEM Processes That Impact The Effectiveness Of Aftermarket Customer Support appeared first on Middlesex Consulting.

Leadership 78

Leadership B2B Engagement Consulting 78

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”).

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Employee Engagement Leadership Insurance Engagement 68

Bold360

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. More products and services mean more complexity for employees to handle.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

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Leadership Culture Strategy Customer Experience Professionals 130

COPC

JULY 23, 2021

Employees are the foundation for great businesses to thrive. Workforce engagement is vital in industries that rely heavily on human capital. A happy and satisfied employee will work efficiently and diligently for their organization. Employee engagement is the glue that binds companies together. At COPC Inc.,

Employee Engagement 52

Employee Engagement Engagement Survey Analysis 52

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

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?

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Leadership Automotive Employee Engagement Hotels 100

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. 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.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Customer Bliss

AUGUST 10, 2018

This moves “customer-centric” activities from the once-per-year energy expended when the survey results come out, to recurring focus by a united leadership team to improving customers’ lives and driving growth. We are also using our customer room as a cultural space to onboard new employees.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

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. Magazine’s top 101 Leadership Speakers in the world, as well as Inc.’s ’s top 101 experts on Employee Engagement.

Employee Engagement 40

Employee Engagement Culture Video Engagement 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

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). That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. Finding and keeping employees. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. …both challenges related to people.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. 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.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Plus, she’s funny and snorts when she laughs!).

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Photo credit: Hkuchera via Creative Commons license.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Strativity

MARCH 6, 2020

With this fifth post in our ‘CX Consulting 101’ series, we look at how to accelerate organizational transformation, broaden your reach, nurture engagement, and inspire your people. If you’d like to start at the beginning, see part one of our lessons from CX consulting series on How to Align Your Organization to Activate Change.

Consulting 52

Consulting How To Roadmap Leadership 52

Michel Falcon Experience

JANUARY 10, 2016

As a management consultant and keynote speaker , I’m trusted by companies of all sizes to look into their strategies and find new opportunities. Instead, I respectfully challenge the company to build a stronger relationship with their employees before trying to influence something that is external to their business.

Employee Engagement 60

Employee Engagement Engagement Company Survey 60

CX University

SEPTEMBER 11, 2018

The fundamental thing is engagement with employees. Ask employees why they join and why they stay.” -Fred Steckler, Chief Administrative Officer, USPTO. But despite the organization’s clear focus on technology and innovation, the primary focus of employee engagement initiatives is much broader.

Management 209

Management Employee Engagement Government Engagement 209

Experience Investigators by 360Connext

DECEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Image credit: kodomut via Creative Commons license.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Learn More: Our Customer Experience Consulting.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Market research provides the employee advocacy data and the insights.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

Customer Bliss

JUNE 27, 2017

She started out as store manager for Waitrose, moved into Retail consultancy with Deloitte and then into digital retail with M&S.com. It’s basically thinking about how current CX roles tend to evolve a lot of different hats (customer-facing work, operations, marketing, employee engagement, bottom line knowledge, etc.)

Retail 0

Retail Leadership Customer Experience Video 0

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

JUNE 22, 2015

Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. Social can help your leadership seem more down-to-earth and in tune with customers. Could your leadership benefit from hearing directly from customers?

Social Media 110

Social Media Engagement Video Innovation 110

Strativity

JANUARY 15, 2020

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. When CX Design Meets Employee Activation .

Consulting 52

Consulting Multi-Channel Automotive Customer Journeys 52

Strativity

JANUARY 15, 2020

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. When CX Design Meets Employee Activation .

Consulting 52

Consulting Multi-Channel Automotive Customer Journeys 52

Strativity

JANUARY 15, 2020

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. When CX Design Meets Employee Activation .

Consulting 52

Consulting Multi-Channel Automotive Customer Journeys 52

Experience Investigators by 360Connext

DECEMBER 5, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

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Customer Experience Customer Centricity Self Service Culture 324