Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked. Why did they strike?

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

Stella Connect

OCTOBER 4, 2021

2: A wireless charging mouse pad . Everyone deserves a little “desk flair” these days, and Uncommon Goods has plenty to choose from, including the Wooden Qi Wireless Mousepad , which can help your agents keep their phones fully charged, all within easy reach, right at their fingertips. #3: 3: An anti-fatigue standing mat.

Wireless 52

Wireless Customer Service Call Center Connections 52

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. Of course you would. Of course, but nothing worth having is easy.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

TechSee

JUNE 16, 2021

Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement. A company’s management team can invest in the best solution on the market and IT can install and configure it to reflect all their business processes, but if employees do not adopt it, it will never be a success.

ROI 251

ROI Case Study Strategy Wireless 251

Doing CX Right

JULY 24, 2019

Stacy is leading customer experience and employee engagement at Schindler Elevator Corporation. I left my customer experience job at Verizon Wireless to join Schindler in North America. Talk about the feedback at employee meetings. Stacy, I’m glad you’re joining us today. Thank your customers.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging. Jeremy Watkin. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Jeff is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging. Jeremy Watkin. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130