Employee Engagement Primer (Infographic)

Experience Matters

One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicYou can download the infographic (or poster) below. I hope you enjoy it.

The Employee Engagement Virtuous Cycle (Video)

Experience Matters

Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look… Video Script: Did you know that engaged employees are really, really valuable? Employee Engagement

Five I’s of Employee Engagement (Video)

Experience Matters

Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent.

The Untapped Value of Employee Engagement (Infographic)

Experience Matters

We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. Also, check out our Employee Engagement Resource Page. Customer experience Employee Engagement Infographic

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

CX Competency: Employee Engagement (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. Here Are Five I’s of Employee Engagement: […].

5 Epic Employee Engagement Issues You Never Noticed

360Connext

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.

Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Our research of more than 200 large companies shows that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts.

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.

Focus On Employee Engagement, Not Employee Experience

Experience Matters

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Report: Employee Engagement Benchmark Study, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S.

Report: Employee Engagement Competency & Maturity, 2018

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.

Understanding the Employer Journey — The Employee Engagement Loop

ijgolding

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. What do I mean by the ‘right employees’?

The Human Side of Employee Engagement

Experience Matters

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […].

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Employee Engagement: A Goldmine of Untapped Value (Infographic)

Experience Matters

Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017.

Customer Centric Employee Engagement

ClearAction

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.

[Infographic] The complete checklist to drive Employee Engagement

CloudCherry

The equation is quite simple: Happy Employees result in Happy Customers. And the renowned customer-centric brands are first and foremost known for taking care of their employees. So, how do you keep employees’ motivation levels high?

Report: State of Employee Engagement Maturity, 2016

Experience Matters

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […].

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

HR Execs: Wake Up To Employee Engagement!

Experience Matters

In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity.

Report: Employee Engagement Competency & Maturity, 2017

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Report: Employee Engagement Benchmark Study, 2016

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. employees. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […]. Assessments Benchmarks Customer experience Employee Engagement Temkin Group Research TrendsThis is the fifth year that we’ve published the benchmark of U.S.

Report: Employee Engagement Benchmark Study, 2017

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. employees. Take a look at our Employee Engagement Resource Page). Aimee Lucas Research Assessments Benchmarks Bruce Temkin Research CCXP1 Customer-Centric Culture Customer experience Employee Engagement Temkin Group Research TrendsThis is the sixth year that we’ve published the benchmark of U.S.

The Customer-Powered Enterprise Playbook

Customer Centric Employee Engagement

ClearAction

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.

Connecting the Dots: Where Customer Experience and Employee Engagement Converge

MaritzCX

Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. employees are not engaged.

Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement

ShepHyken

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple.

Two-way street: Employee engagement impacts the customer experience journey

SMG CX

A company’s employees are often its biggest, and most important, investment. CX Programs Employee EngagementMillions are spent hiring, training, and retaining service-oriented team members.

How to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.

How Banks Can Crack the Code on Employee Engagement

Integrity Solutions

Top performing banks are the ones who always seem to go the extra mile to deliver memorable customer experiences. The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. The Impact of Engagement on Performance and Profitability.

Are Your Employees Engaged to Tell You the Truth?

360Connext

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees.

How Training Impacts Customer and Employee Engagement

Daniel Group

Front-line personnel are the face and customer touch point for many companies. The interaction between the frontline employees and the customers can significantly impact the business relationship. Front-line personnel are the face and customer touchpoint for many companies.

Employee Engagement And Cultural Transformation Drive Customer Experience

Forrester's Customer Insights

Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications

Report: Benchmarking HR’s Support of CX and Employee Engagement

Experience Matters

We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX). Benchmarks Corporate culture Customer experience CX measurement Employee Engagement Temkin Group Research Trends analytics customer analytics

One Thing that All Successful Employee Engagement Strategies Accomplish

CX University

If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a hilarious reminder of why customer empathy is important at every step of the customer journey, starting with Marketing.). Just One Best Practice to Drive Employee Engagement.