inmoment

JUNE 22, 2020

Knowing that employee morale was essential to retention and brand advocacy, the casino’s executive team reached out to each and every furloughed employee via email, phone or text to check in one-on-one and let them know that they hadn’t been forgotten. This strategy is essential for successful employee engagement for several reasons.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

Think Customers

NOVEMBER 9, 2023

And right now, 59% of customer service reps are at risk of burnout, including 28% who are at risk of severe burnout, according to Jeff Toister, author of the Service Culture Handbook. Support your employees by making mental health tools available as part of your company’s employee experience program.

Trends 52

Trends Handbook Healthcare Insurance 52

OpinionLab

JULY 15, 2016

According to Forrester analyst Sam Stern, ”CX culture is tied as much to the employee experience as it is to the customer experience.”. Just as effectiveness, ease and emotion are key elements of a positive customer experience; mastery, autonomy and purpose are key elements of a positive employee experience.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more.

Handbook 54

Handbook Feedback Culture Employee Engagement 54

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Marsha Collier.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132