Experience Investigators by 360Connext

APRIL 9, 2015

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 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

InMoment XI

SEPTEMBER 20, 2022

A large national financial services company, concerned that it was experiencing over 30% turnover among new employees, decided to give them a 13% bonus. Those employees who were “satisfied” happily took the additional money, but the result was no discernible decrease in churn. What keeps them there.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Heart of the Customer

JUNE 28, 2017

They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer. Immature CX practitioners often see themselves there to drive the business.

Customer Focused 87

Customer Focused Customers Customer Experience Employee Engagement 87

InMoment XI

MAY 24, 2022

Employee satisfaction will typically include job-related factors like compensation, workload, perceptions of management and leadership, flexibility, teamwork, resource availability, etc. . #2: 2: Employee Engagement. The next, and first real, EX journey signpost brings many organizations to employee engagement.

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

Beyond Philosophy

DECEMBER 5, 2017

It brings in several components which build on, but differ markedly, from traditional, or standard, employee satisfaction and engagement techniques: – For one difference, the attributes we examine actively include a significant proportion that are customer focus-related.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

PeopleMetrics

MARCH 2, 2015

(That might be due to the fact that the companies able to articulate purpose and success are also more likely to be managing employee engagement and culture.) The bulk of companies are just trying to figure out where to start: engagement or culture? The Power of Customer-Centric Goals. It’s important work.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Verint

SEPTEMBER 19, 2017

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.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

PeopleMetrics

OCTOBER 14, 2015

For example, independent research shows that customer focus plays a role in employee engagement. Through employee satisfaction surveys , we found these real, not-ant, but-human statistics: In customer-centric cultures, two-thirds of employees are engaged, and one-in-four are fully engaged.

Employee Engagement 48

Employee Engagement Customer Centricity Engagement Culture 48

Verint

AUGUST 17, 2017

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.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

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. At Baro, we separate our training in two parts: customer-centric (i.e.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Service Untitled

JANUARY 10, 2011

According to Wikipedia, “an engaged employee is one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization’s interest.” According to Scarlett Surveys, 31% of employees are disengaged and 4% of those 31% are hostile. Create a strong team environment.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

CloudCherry

SEPTEMBER 9, 2019

Today, my passion is helping businesses become loved by establishing customer focus as a core value. True customer focus isn’t a strategy—it’s a way of being.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

ShepHyken

APRIL 11, 2022

Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. LinkedIn Pulse) Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Employee Engagement and Satisfaction Metrics Monitoring employee engagement and satisfaction is vital to understand how AI adoption impacts their work experience.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

ijgolding

FEBRUARY 5, 2018

This led to me spending a lot of time in my clients stores, observing customers and how they interacted with both the products and the employees. My fascination with the ‘customer interface’ was born! Was HP a customer focused organisation at that time?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Verint

MARCH 22, 2017

It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights.

Contact Center 26

Contact Center Employee Engagement Engagement Technology 26

ShepHyken

MAY 27, 2019

As customers use their smartphones for more and more business, it is incumbent to give customers confidence that they are dealing with safe and secure companies. Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees.

Customer Journeys 103

Customer Journeys Customer Service Employee Engagement Exercises 103

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. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. Follow on Twitter: @Hyken.

Employee Engagement 94

Employee Engagement Leadership Customer Service Training Culture 94

NICE inContact

MARCH 26, 2019

Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it. Have customer focus as a shared value at all levels.

Customer Experience 152

Customer Experience Contact Center Policies System 152

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are my top five picks from last week. That’s a bold statement, but it’s true.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! Employees are critical to the customer experience, which is critical to the success of the business.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

ProProfs Chat

MAY 30, 2019

Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business. Create a Customer-Centric Culture. It’s easy to pay lip-service about a customer-focused approach, but do you actually do what you preach? Look for Better Employee Engagement.

Customer Success 73

Customer Success Customer Journeys Employee Engagement Culture 73

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. The following five-step plan will help you build a personalized customer experience: .

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97

CX Journey

MARCH 12, 2015

The two terms are related, and they’re both elements of customer experience improvement. Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. Storytelling), or “We hire people who care about the customer.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Rant And Rave

MAY 8, 2018

Any brand looking to build a customer focused culture will find themselves fighting an uphill battle if employee engagement is at an all-time low. The good news is, your employees can actually help you to become more customer-centric.

Customer Centricity 45

Customer Centricity Tips Employee Engagement Culture 45

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Horizon CX

MAY 19, 2023

Customer Insights and Analysis: Customer Experience Managers are responsible for gathering and analyzing customer data and insights to understand pain points, identify areas of improvement, and inform decision-making during the transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. How can I build a customer-centric culture?

Customer Centricity 73

Customer Centricity Culture Leadership Employee Engagement 73

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70