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CXNext Live: Good Employee Engagement = Good Customer Experience

Bold360

You’ve heard it before: happy employees make happy customers. But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. And yes, we’re talking all employees.

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Advocacy Blooms and Business Booms When Customers and Employees Engage

Influitive

Business doesn’t boom without consistently delivering exceptional customer […]. The post Advocacy Blooms and Business Booms When Customers and Employees Engage appeared first on Influitive. Customer Engagement Employee Engagement

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Confronting Your Customer Engagement Strategy Challenges

Experience Investigators by 360Connext

The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. 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.

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3 Winning Strategies for Effective Employee Engagement

CSM Magazine

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. Puzzel serves more than 900 customers across 40 countries.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

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The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

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. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. The second examined the retail experience of 40,000 Customers.

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Employee Engagement and Better Customer Engagement in 2016

Verint

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not. One element of employee engagement is setting goals—tracking workforce key performance indicators (KPIs), such as conversion, customer satisfaction and more.

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Employee Engagement: Facing the Future Part 2

Verint

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy. Another solution that is poised for a major breakthrough before the end of 2018 is community software for employees.

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50+ Customer Engagement Statistics for 2020

ProProfs Chat

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online.

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Rethinking Employee Engagement

1 to 1

labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0 As we race towards 2016 and the U.S.

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Three Ways Journey Mapping Can Drive Employee Engagement

SuiteCX

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. Consider the Employee Journey A GlassDoor study conducted in 2015 revealed that in the US “average hiring times grew from 12.6

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Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance

CX University

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. So how do the best companies develop employee engagement?

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Employee Engagement: An Essential Ingredient for Business Success

InMoment XI

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect�. In this blog post, Dr. Gary Rhoads, Allegiance Loyalty and Engagement Expert, discusses this link, and some research that shows why and how the work environment, combined with employee attitudes, can have a significant impact on a customer's perception of quality

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Employee Engagement: An Essential Ingredient for Business Success

InMoment XI

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”. In this blog post, Dr. Gary Rhoads, Allegiance Loyalty and Engagement Expert, discusses this link, and some research that shows why and how the work environment, combined with employee attitudes, can have a significant impact on a customer's perception of quality

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Employee Engagement: An Essential Ingredient for Business Success

InMoment XI

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”. In this blog post, Dr. Gary Rhoads, Allegiance Loyalty and Engagement Expert, discusses this link, and some research that shows why and how the work environment, combined with employee attitudes, can have a significant impact on a customer's perception of quality

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Employee Engagement Insights to Inspire

1 to 1

As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. Customer Engagement Employee Engagement disneyinstitute employeeengagement employeeengagementblogs employeeperformance engagedemployees flaviomartins jeannebliss lioraurssy

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Facing the Future of Contact Center Employee Engagement

Verint

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond.

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Customer Engagement is an Enterprise-wide Imperative

ClearAction

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Customer engagement is successful to the degree that the rest of the company empowers its success.

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Puzzel Acquires U-WFM to Add Employee Engagement and Scheduling Suite

CSM Magazine

and with customers across the U.K., and Australia, U-WFM’s solution gives its customers the ability to forecast demand, monitor adherence, and optimize their contact center operations for companies of all sizes and across any industry vertical. Customer Service Articles

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Driving Employee Engagement in Today’s Contact Center

Verint

Contact Centers Customer Satisfaction Customer Service Customer Experience customer engagement optimization employee engagement Call Centers employee productivity Unified Agent Desktop process improvement customer engagement customer focusIt only takes a quick look around your surroundings to see that the world has changed.

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Guest Post: Improving Employee Experience for Your Customer Service Team

ShepHyken

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team?

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11 Proven Approaches to Customer Feedback Employee Engagement

Genroe

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. They won’t see the rosy, new, customer feedback driven world. They will see a world where one bad comment from a customer will get them fired. Introduce Employee NPS® (eNPS). Employee NPS is an operational measure, just like NPS. Share insights with customers and employees.

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Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Michelli Experience

As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? While statisticians might obsess about the reduced predictive validity of an 11 point scale, I pragmatically see the core of this question as a key measure of customer experience. In essence, in his book The Ultimate Question , Fred has posited NPS® as the only customer relationship measure you would ever need.)

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Customer Engagement Strategies and Networking

Verint

Customer Contact East: Frost & Sullivan Executive MindXchange. Verint’s own research has shown that: Voice of the Customer Speech Analytics Text Analytics Desktop and Process Analytics Workforce Optimization Customer Satisfaction Customer Service Customer Experience Social Media NPS Mobile employee engagement Engage Quality Management digital Customer Feedback digital disruption actionable intelligence automation customer engagement first call resolution performance scorecards

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Driving Holistic Customer Engagement Excellence

Verint

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries. Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

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Make a Mouse: The Power of a Culture of Customer Experience Excellence

Michelli Experience

Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. On September 11, 2001, Midwood Ambulance Service employees responded to the terrorist attack on the World Trade Center in New York City. Fast forward from the World Trade Center attacks to the bombings in the streets of Chelsea and you will see a longstanding effort on the part of Starbucks leadership to build their mouse – “a culture of customer experience excellence.”

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Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

Michelli Experience

As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. If you run a business involving human service delivery, you certainly want to set service expectations that help your people focus on the customer’s needs– every customer, every time. Similarly, employees are asked to agree to pay $1.00 each time they don’t say hello or goodbye to a customer.

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Customer Experience Excellence – The Science and the Craft

Michelli Experience

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Let’s take two of the most commonly accepted tenants of good customer service – eye contact and being physically present.

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We Are All In The Perception Business!

Michelli Experience

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. For employees, perception drives emotional engagement, discretionary effort, and retention. Similarly, the customer NPS asks how likely customers are to recommend your business to their friends or acquaintances?

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You Want Engaged Employees? Ignite Mastery

Michelli Experience

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and. Mastery. In essence, ample research shows that people will give maximal effort when they believe their effort will make a purposeful difference when they are given some level of control over the task or timeline for completing a project, and when they are provided the chance to grow and master new skills.

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The Future? It's People-Centric!

Hello Customer

Customer Centricity Customer Engagement Employee Engagement

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Customer Engagement LIVE! Executive Summary

Verint

Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” One of the primary themes of the conference was “Leaders Learning from Leaders.”. where we grouped executives into discussion groups of nine or ten for interactive discussions and summary presentations.

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5 Important Steps to Win the Moment With Customers

Experience Investigators by 360Connext

With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. The post 5 Important Steps to Win the Moment With Customers appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience Featured culture customer engagement employee engagement guest post Social Media

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Customer Happiness Lessons for Any Company, Courtesy of Zappos

Experience Investigators by 360Connext

A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour. The intimate event was a chance to get to know customer experience leaders from brands in the Chicago area, as well as hear speakers from Zappos and Judson University. The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting.

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Knowing the Difference Between Culture and Employee Engagement

1 to 1

When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement amazonsculture companyculture employeeengagement

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Improving Employee Engagement Boosts Customer Experience [Infographic]

Ecrion

The success of your business relies on your customers. Better customer engagement helps to build a stronger relationship between your business and your customers. But did you know that employee engagement is just as important as customer engagement for creating stellar CX?

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5 Ways One-on-One Customer Communication Builds Loyalty

Experience Investigators by 360Connext

For long-term success, they need to focus on making their customers return. The post 5 Ways One-on-One Customer Communication Builds Loyalty appeared first on Customer Experience Consulting. Blog Communications Customer Engagement Customer Experience customer service Featured communication competition customer engagement employee engagement linkedin managementConsumers have power.

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Not Top Of Mind But Top Of Heart – When Branding Gets REAL

Michelli Experience

Impressions – how many customers actually lay eyes on elements of your branding campaign. Customer Engagement – some define customer engagement as a reaction of a customer to your brand. For example, an online measure of engaging a customer is typically CTR (clickthrough rate). Others define customer engagement as a measure of the emotional connection between a customer and a brand.

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P&Q: proving employee & customer engagement can be improved

Martin Hill-Wilson

The interplay between customer and employee engagement. The average proportion of employees engaged at their work could be as low as just 13%. The UK was placed 18th out of 20 countries, with UK employee engagement decreasing over the past 12 months. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. The average consumer rating for engaged staff was 6.8 , on a 10-point scale.

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8 Tips To Improve Customer Engagement in 2016

Help.com

A recent study by Gallup shows that only 29% of customers are fully engaged. 71% of customers are ready and willing to part ways with your company. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Make your business more customer-centric. “A Put the customer at the heart of every decision you make and get the whole team involved. How does it affect your employees.