CX University

JULY 31, 2018

There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on customer-facing employees proving, as reported in Journal of Applied Psychology, that this relationship is indeed reciprocal.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

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. I’ve always been a little bit counter to that, you know, when I say that, I have an open door policy.

Culture 98

Culture Connections Leadership Communication 98

Clarabridge

NOVEMBER 22, 2016

You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. Clarabridge recently hosted a webinar with Gary Magenta, Customer Experience Will Never Exceed Employee Experience.

Employee Engagement 68

Employee Engagement Engagement Hotels Effort Score 68

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

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.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

SurveySparrow

DECEMBER 20, 2018

When your employee snarks at your customer or is not generally positive, do you think the blame is on your employee alone? Employees are your company’s advocates. Customers identify your company with the employees they happen to get in contact with, making it your most important touch-point.

Culture 69

Culture Company Policies Employee Engagement 69

Heart of the Customer

NOVEMBER 17, 2016

Culture is the biggest determinant of effective customer experience. When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products. That’s why I was happy […]. That’s why I was happy […].

Culture 60

Culture Customer Experience Policies Customers 60

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. However, to create a breakthrough to change the organization’s culture, you can’t stop there. NICE Systems, Inc., and Fred Reichheld.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Playvox

FEBRUARY 20, 2024

Communication can be more difficult when team members are not in the same physical space, and it can be harder to build a strong company culture and sense of community. One of Playvox’s customers, MongoDB , had many of the typical challenges seen with dispersed global teams.

Management 88

Management Gamification Contact Center Policies 88

Up Your Service

FEBRUARY 14, 2017

What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. Employee engagement. Ask questions?

Culture 55

Culture CEM Social Media Employee Engagement 55

CSM Magazine

FEBRUARY 7, 2023

the starting point is ‘what do employees expect?’ No longer is a decent pay package tempting enough on its own – company culture is the top priority for an overwhelming two thirds of job seekers. And it’s definitely not about tokenism – having something written in a policy without being able to demonstrate its effectiveness is no good.

Policies 64

Policies Healthcare Culture Financial 64

CloudCherry

FEBRUARY 24, 2018

What doesn’t change is that building loyalty and retaining customers in the long-term is the only way brands can drive profitability. The attention span of customers is dwindling as a consequence of stiff competition. Delivering great customer experiences has become a lot more integral to improving loyalty. Source: TinyPulse).

Employee Engagement 191

Employee Engagement Culture Policies Training 191

COPC

NOVEMBER 15, 2023

This precision is critical in frontline customer experience operations where early attrition (within 90 days) is costly in multiple ways. The COPC Employee Engagement Research Series provides customer experience (CX) leaders with comprehensive insights about contact center staff satisfaction and the drivers of employee engagement.

Call Center 95

Call Center Contact Center Employee Engagement Gamification 95

Clarabridge

NOVEMBER 22, 2016

You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. Clarabridge recently hosted a webinar with Gary Magenta, Customer Experience Will Never Exceed Employee Experience.

Employee Engagement 40

Employee Engagement Engagement Hotels Effort Score 40

ShepHyken

OCTOBER 16, 2018

Inspiring emotional commitment from employees and customers. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs. From Like to Love. I trust you and you trust me.

Employee Engagement 97

Employee Engagement Culture Entertainment Policies 97

LiveChat

OCTOBER 27, 2016

Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising. Your employees are your front line.

Employee Engagement 28

Employee Engagement Engagement Customer Journeys Employee Experience 28

SmartKarrot

MARCH 23, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Policies 10

Policies eBook Culture Competitive Advantage 10

SmartKarrot

MARCH 23, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Policies 10

Policies eBook Culture Competitive Advantage 10

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

delighted

JUNE 24, 2020

Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. What is employee experience? Culture: Many may think of culture as simply how companies conduct celebrations, happy hours, activities, etc.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. We have a remote-first policy and a high level of trust.” “We

Contact Center 69

Contact Center Management Policies Study 69

CSM Magazine

JANUARY 26, 2024

In the late 1980s, Jan Carlzon coined the term “Moments of Truth” to describe the interactions between customers and company employees that directly affect customer satisfaction. These moments, Carlzon argues, are critical opportunities for a company to win or lose customers.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

SurveySensum

MARCH 4, 2024

Regular anonymous input helps in keeping up with the changing needs and expectations of employees, fostering an environment of constant adaptation and enhancement. Enhances Employee Engagement: When employees see that their opinions matter and lead to positive changes, it boosts their morale and engagement.

Feedback 52

Feedback Leadership Survey Culture 52

SurveySparrow

JULY 11, 2022

When you have good business acumen, you’re able to understand and translate your company’s goals & objectives into policies and activities that improve business growth and culture. Customer orientation. Understand the customer and create policies that help serve these customers. Digital culture building.

Culture 52

Culture Survey Policies Employee Engagement 52

Michelli Experience

MARCH 9, 2016

Only macro-businesses like Google could even think of offering perks like: Free breakfast, lunch, and dinner across the more than 12 restaurants on their complex; Generous materinity and paternity leave policies; Innovation budgets; Rich knowledge sharing; Dog friendly policies in office; and yes, even. Death benefits.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. They boast of serving customers and their communities with value and offering employees career opportunities.

Strategy 52

Strategy Financial Leadership Apparel 52

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. According to a study from Gallup, 70% of team-level engagement is based on a manager’s relationship with the team. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results.

How To 105

How To Policies Tips Contact Center 105

Playvox

MAY 11, 2023

For example, a customer support center might enjoy lower costs when they don’t have to support a physical location, while agents might have higher productivity since they no longer need to spend time and energy commuting to and from an office. This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.

Management 89

Management Contact Center Culture Engagement 89

ProProfs Chat

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%.

Survey 72

Survey Policies Social Media Net Promoter Score 72

CSM Magazine

DECEMBER 21, 2022

Businesses that foster and support a diversity, equity, and inclusion (DEI) culture see increases in output, creativity, innovation, and profitability. In today’s modern world, focusing on DEI is essential to increasing job satisfaction and employee engagement levels. How will future customers interact with your business?

Policies 52

Policies Social Media Culture Employee Engagement 52

Strativity

AUGUST 22, 2017

It’s time to rethink this policy. In today’s era of empowerment, every customer operates a personal news network and is able to easily broadcast their experiences and opinions to millions. Your PR Department now includes every employee in your organization. News flash: United Airlines). Congratulations!

Culture 40

Culture Airlines Policies Leadership 40

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

Strativity

AUGUST 22, 2017

It’s time to rethink this policy. In today’s era of empowerment, every customer operates a personal news network and is able to easily broadcast their experiences and opinions to millions. Your PR Department now includes every employee in your organization. News flash: United Airlines). Congratulations! Congratulations!

Culture 40

Culture Airlines Policies Leadership 40

ShepHyken

OCTOBER 16, 2018

Inspiring Emotional Commitment from Employees and Customers. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs. From Like to Love. I trust you and you trust me.

Employee Engagement 49

Employee Engagement Culture Entertainment Policies 49

SurveySparrow

APRIL 18, 2021

The barista soon realizes that you are a regular customer and notes down your usual purchase. Wouldn’t you agree that this small gesture would make your customer experience more enjoyable? When the barista remembers you and your order, it can make you feel valued as a customer. The Cultural. We like to think so!

Employee Experience 95

Employee Experience Strategy Customer Journeys e-support 95

CX Journey

JULY 26, 2016

Image courtesy of Skley How does customer experience fuel innovation? The topic on July 21 was one of my favorites: customer experience, of course. The topic on July 21 was one of my favorites: customer experience, of course. Not just customer experience, though, but how customer experience drives or fuels innovation.

Innovation 80

Innovation Customer Experience Culture Customers 80