CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. And when we CARE each customer is wowed and happy, intent on returning again and again, raving to others along the way.

Customer Care 200

Customer Care Customer Service Culture Customers 200

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. It did not take long for me to start becoming interested in the customer service elements of the business. It was vital to get it right.

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

MARCH 4, 2024

What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? How can a company create a culture that values giving back and community involvement? Top Takeaways Creating a good corporate culture includes “having your employees’ backs.”

Culture 80

Culture Company Wireless Customer Satisfaction 80

Michel Falcon Experience

NOVEMBER 20, 2019

Employee engagement strategies are one way that I’ve built my business and career. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Please know that our company has nearly 200 employees so I’ve seen this firsthand. But, guess what….

Employee Engagement 89

Employee Engagement Engagement Culture Guest Experience 89

Experience Matters

DECEMBER 22, 2014

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. That’s why he implemented a customer service policy called FAWTSY (Find A Way To Say Yes). Financial efficiency. Fan experience.

Culture 313

Culture Sports Employee Engagement Leadership 313

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What does this mean exactly?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

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. Author of FOUR books on getting customer experience right. He writes extensively on employee engagement.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

InMoment XI

AUGUST 17, 2023

Enable Self Service Through Digital Channels: Invest in user-friendly digital platforms, such as websites, mobile apps, and self-service portals, to facilitate easy self-serve interactions with your business. Train and enable agents to better understand and empathise with customers’ feelings.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

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. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

Doing CX Right

JANUARY 17, 2022

Customer satisfaction is directly linked to employee engagement. The post 6 Ideas To Increase Employee Engagement appeared first on Doing CX Right. Learn & apply best practices to achieve loyalty and retention goals.

Employee Engagement 59

Employee Engagement Engagement Customer Satisfaction Loyalty 59

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published by MyCustomer.

Employee Engagement 59

Employee Engagement Customer Centricity Engagement Culture 59

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 50

Employee Engagement Engagement Customer Centricity Video 50

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

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. Picture this: A disengaged employee, trudging through their workday, overwhelmed with stress, and struggling to maintain focus.

Survey 52

Survey Customer Service Net Promoter Score Employee Engagement 52

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Culture 54

Experience Investigators by 360Connext

SEPTEMBER 28, 2016

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting. These simple moments add […].

Employee Engagement 110

Employee Engagement Engagement Consulting Loyalty 110

Michel Falcon Experience

JANUARY 20, 2020

The internet era has HURT customer service. Find out WHY in my second installment of my four-part series that explores the best practices of “The 4 Generations of Customer Experience.” ” Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 78

Customer Service Employee Engagement Culture Course 78

Customer Enthusiast

FEBRUARY 16, 2023

A company’s culture is the byproduct of the collective actions, behaviors, and decision-making of its employees. And employees’ actions, behaviors, and decisions are informed by the organization’s guiding statements and core values.

Culture 62

Culture Employee Engagement Training Leadership 62

BlueOcean

JUNE 26, 2018

We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences? Today, what matters most is the cultural fit. How do metrics and standards play a role in customer service? Empathy is key.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Michel Falcon Experience

NOVEMBER 19, 2019

Follow me on LinkedIn or check out one of my other quick videos like What is People First Culture for exclusive insights and tips on company culture, employee engagement, and customer experience! The post What is the People-First Culture 3-P Strategy?

Culture 68

Culture Strategy Employee Engagement Tips 68

CSM Magazine

JUNE 16, 2020

What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. Finally, introduce a strong and inclusive leadership culture. Provide purpose and tools.

Employee Engagement 52

Employee Engagement Omni-Channel Engagement Strategy 52

Michel Falcon Experience

NOVEMBER 18, 2019

In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! The post What is People-First Culture? appeared first on Customer Experience Customer Service Keynote Speaker.

Culture 60

Culture Employee Engagement Video Strategy 60

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 62

Employee Engagement Engagement How To Consulting 62

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Don’t underestimate the power of this.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Michel Falcon Experience

FEBRUARY 11, 2020

The final installment of my Four Generations of Customer Experience series. THE PEOPLE FIRST CULTURE ERA. (I Watch this video if you want to learn how to build a brand that’s admired by customers, employees and communities alike. I may have a bias towards this era).

Culture 88

Culture Customer Experience Employee Engagement Course 88

ShepHyken

AUGUST 18, 2023

In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. As customer demands grow, companies are turning to Artificial Intelligence (AI) to enhance their customer support capabilities.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

ShepHyken

JANUARY 24, 2020

If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. More often than not, bad customer service can be attributed to employee ambivalence. Usually, the reality of the issue can be summarized in one sentence: A lack of employee empowerment.

Customer Service 126

Customer Service Employee Engagement Retail Culture 126

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement?

Employee Engagement 29

Employee Engagement Engagement Customer Centricity Culture 29

BlueOcean

OCTOBER 23, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? Describe your employee engagement strategies and measurement processes.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Michel Falcon Experience

JANUARY 3, 2020

Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from. Customer Service Skill #1. Adopt The “Everyone is a Customer” Mentality.

Customer Service 99

Customer Service Strategy Culture Call Center 99

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service CRM Call Center System 52

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. Building the Company Culture of Truth.

Culture 103

Culture Company How To Employee Engagement 103

Michel Falcon Experience

MARCH 5, 2020

2️⃣How To Coach Middle Management On Culture and Core Values. 3️⃣ How To Create and Maintain Culture Across Multiple Locations and Shift Workers CLICK HERE FOR APPLE PODCAST! Are you interested in improving your company culture, employee engagement, and customer experience?

Culture 78

Culture Management How To Employee Engagement 78

Michel Falcon Experience

JANUARY 16, 2020

Check out the first installment of my 4 part series that explores the best practices of “The 4 Generations of Customer Service.” Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 78

Customer Service Employee Engagement Course Culture 78