Michel Falcon Experience

JULY 18, 2016

Does the thought of aligning your entire company, improving your customer experience and increasing employee engagement interest you? If so, this post is for you – I want to introduce you to peer cross-training as a way to improve alignment, customer experience and employee engagement in the next 30 days.

Employee Engagement 60

Employee Engagement Training Engagement Customer Experience 60

Qualtrics

FEBRUARY 14, 2019

Before the Industrial Revolution, it was common for men and women to work from home or have hybrid work-homes such as street-facing shops or workshops. If you hire remote employees, below are 9 ways you can keep them engaged, happy, and motivated. Learn how to keep a pulse on remote employees. EMPLOYEE PULSE EBOOK.

Employee Engagement 32

Employee Engagement Engagement How To eBook 32

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. The key outcomes of posting a customer journey mapping workshop are… to bring together the entire organization where each and every department is represented.

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

Calabrio

JUNE 29, 2020

This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.

e-support 264

e-support Culture Innovation Employee Engagement 264

Strativity

JANUARY 22, 2020

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop.

Exercises 40

Exercises Innovation eBook Strategy 40

Qualtrics

DECEMBER 6, 2018

HCI Employee Engagement Conference. Who should go: HR leaders who focus on employee engagement and retention. This includes the CHRO, director, or VP of employee engagement, HR, or talent management. The Conference Board Employee Engagement and Experience Summit. Date: July 29-31, 2019.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

Experience Investigators by 360Connext

DECEMBER 15, 2023

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers, and to your employees! Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Perhaps you should. Here’s why.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

Michel Falcon Experience

JANUARY 16, 2020

” This is something I’m going to be sharing within my keynotes and workshops in 2020! Are you interested in improving your company culture, employee engagement, and customer experience? If so, my online course, Team Operating System , may be your solution.

Customer Service 78

Customer Service Employee Engagement Course Culture 78

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

delighted

OCTOBER 17, 2023

An employee survey is a tool used to measure employee attitudes, beliefs, and feelings. The importance of employee surveys Employee surveys are one of the most effective ways to understand how employees think, act, and feel in your organization. Check out our guide to employee satisfaction survey questions.

Survey 81

Survey Tips How To Net Promoter Score 81

Up Your Service

SEPTEMBER 6, 2018

We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist. Why is leadership engagement important? A strong and successful service culture demands the power of a senior leadership team that is fully engaged. Leadership Engagement Activity Checklist.

Leadership 53

Leadership Culture Engagement How To 53

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

CloudCherry

SEPTEMBER 9, 2019

True customer focus isn’t a strategy—it’s a way of being.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

Experience Investigators by 360Connext

NOVEMBER 12, 2014

When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. Blog Customer Engagement Customer Experience Featured brand identity consulting customer engagement experimental marketing linkedin targeted marketing'

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Michelli Experience

MAY 18, 2016

Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996). We are all seemingly looking to connect with and retain millennial employees, co-workers, and customers. Employee engagement and loyalty will become an even greater business advantage.

Competitive Advantage 113

Competitive Advantage How To Employee Engagement Study 113

Up Your Service

MARCH 11, 2019

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Many people now come to the store to see Xian’s innovative merchandising technique, and are engaged to shop and buy at SM.

Entertainment 85

Entertainment Social Media Employee Engagement Innovation 85

Storyminers

JULY 28, 2018

Make Sure Employees Are Engaged. When you think of branding, your immediate thought might not go to your employees, but employee engagement gathers everyone on the same page and makes sure the customer experience is the absolute best it can be. Here are 10 key ways to accomplish brand and UX alignment: 1.

Brands 113

Brands Social Media Employee Engagement Consumers 113

Playvox

MARCH 21, 2024

According to Harvard Business Review , engaged employees deliver better customer experiences. Let’s take a deeper look at the factors that influence employee engagement and morale. It’s the collective emotional state of the team, encompassing their engagement, enthusiasm, and commitment to their roles.

Strategy 90

Strategy Contact Center Multi-Channel Social Media 90

Qualtrics

MAY 21, 2021

“Engagement is a point in time metric,” explains Brian Jefferis, Talent Management Senior Analyst, Nebraska Medicine. There’s a short lifespan – or half-life – for engagement data as it relates to its ability to predict on a variety of KPIs. Moving from point-in-time to ongoing engagement monitoring.

Engagement 26

Engagement Employee Engagement Case Study Survey 26

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. You can attend sessions and workshops where you will learn more about the importance of machine learning and AI in CX.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

Michel Falcon Experience

JANUARY 16, 2020

Do you have plans to host a customer journey mapping workshop this year? The video highlights what customer journey mapping is, it’s value and shares highlights from a workshop I hosted for a dental practice outside of Toronto, Canada. Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Michel Falcon Experience

JANUARY 10, 2019

Because some gestures – whether it’s your tone, the questions you ask the customer or your dialogue – will engage some customers and alienate others. Employees engaging in off-topic conversations. Some employees may label these customers as “boring” “low energy” or “not engaging.” I bet it does!

Training 151

Training Customer Service How To Employee Engagement 151

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Leaders’ people skills inspire and engage or de-motivate the teams.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

Russel Lolacher

NOVEMBER 7, 2022

A few reasons why she is awesome – she is on a mission to stop workplace hurt as the founder, Chief Strategist and Transformation Artist for the McLaughlin Method which focuses on leadership coaching, workshop facilitation and employee engagement consultation. How theatre can help employees be seen and heard.

Employee Engagement 52

Employee Engagement Leadership Employee Experience Exercises 52

Up Your Service

MAY 21, 2018

Service Excellence Workshops: Energy, engagement, and feedback from people who learn how to apply the service excellence principles and tools. New Ideas and Actions: The number of new service ideas created, and new actions implemented using the service excellence workshop tools.

Culture 55

Culture Measurement Effort Score Employee Engagement 55

CX Centric

APRIL 4, 2023

Closing the loop is very important, especially for employee engagement. Those employees who don't feel like they're listened to, they're often the first to leave. We normally do this through workshops and we also analyze your technology stacks to find out ways of reducing cost.

Customer Centricity 52

Customer Centricity Technology Report Feedback 52

SurveySensum

MARCH 5, 2024

In essence, employee feedback is not just a box to check; it’s an imperative that fuels communication, empowerment, improvement, team dynamics, and organizational alignment. It’s what keeps the workplace engaging, interesting and thriving! Launch employee feedback surveys right away!

Culture 52

Culture Feedback Survey Employee Engagement 52

Calabrio

MAY 10, 2019

This is a great one to pair with a later session, Workshop: Creating a Customer Experience Strategy, where Michael Chiu will join Ed Thompson, Distinguished VP Analyst at Gartner, to facilitate exercises to help you develop a customer experience strategy at your company.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Experience Investigators by 360Connext

JUNE 23, 2020

7 Ways to Turn Customer and Employee Empathy into Action. An organization I worked with had “active listening” as a desired competency for employees. This meant that when employees engaged with one another, they were empowered to positively reinforce active listening behaviors. To… Click To Tweet.

Exercises 214

Exercises Culture Employee Engagement Customers 214

One Millimeter Mindset

OCTOBER 18, 2018

In their customer retention rates and employee engagement and experience. Hire me to speak or conduct a workshop at your next corporate or association event. And enlightened individuals, teams, organizations and associations are finding that moving another millimeter forward makes all the difference. How about you? Contact me.

Customer Retention 118

Customer Retention Resources Touchpoint Customers 118

Up Your Service

MARCH 11, 2019

A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. Workshop Leaders were certified to deliver service education programs to everyone. Many people now come to the store to see Xian’s innovative merchandising technique, and are engaged to shop and buy at SM.

Entertainment 45

Entertainment Social Media Employee Engagement Innovation 45

Experience Investigators by 360Connext

MAY 20, 2015

Keynotes, Coaching and Executive Workshops. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs?

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

TechSee

JUNE 4, 2019

The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Virtual private tutors. One size doesn’t fit all.

Call Center 117

Call Center Training Technology Gamification 117

Totango

DECEMBER 23, 2021

When employees are burned out, they are less motivated to perform and more likely to leave. Decreased productivity, a high turnover rate, low engagement, and employees with poor mental and physical health all lead to heavy financial burdens for companies. Poor Employee Engagement.

Customer Success 98

Customer Success Financial Exercises Customers 98

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If there is a high percentage of employees who report a lower level of engagement after 90 days, what does that tell you? Invest in your employee’s positive emotions. In an ideal employee journey map, those are represented. How often is this employee persona getting training, communication, and recognition?

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

Michel Falcon Experience

JANUARY 3, 2020

Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from. Are you interested in improving your company culture, employee engagement, and customer experience?

Customer Service 99

Customer Service Strategy Culture Call Center 99