InMoment XI

NOVEMBER 30, 2023

Doing this allows you to cultivate a strong and recognizable presence in the market. Employee Engagement Your employees are integral to your brand’s reputation. Analyzing competitor strategies and market perceptions provides valuable insights for refining your own brand positioning.

Brands 378

Brands Management Multi-Channel Social Media 378

Happy or Not

JUNE 13, 2023

How does employee engagement affect performance? Employee engagement directly impacts performance, influencing an organization’s success and profitability. How does employee engagement affect performance?

Employee Engagement 36

Employee Engagement Engagement Culture Customer Satisfaction 36

SuiteCX

FEBRUARY 15, 2016

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.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. His 2015 Talk is now at 2.1

Leadership 98

Leadership Government Employee Experience Innovation 98

InMoment XI

JUNE 5, 2024

It assesses vendor scores based on three pillars: current product offering, strategy, and market presence , with subcategories that make up each pillar. Market Intelligence Our platform supports ad-hoc research, brand awareness studies, and industry trend analysis, helping businesses stay ahead of market changes and consumer expectations.

Analytics 260

Analytics Effort Score Social Media Innovation 260

CX University

SEPTEMBER 27, 2018

(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.). But among the cases we studied there were very different approaches to engagement.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

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

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees?

Employee Engagement 96

Employee Engagement Engagement NPS Survey 96

CSM Magazine

JUNE 16, 2020

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. You may already have a plan for employee engagement, however, now is the perfect opportunity to review your current strategy.

Employee Engagement 52

Employee Engagement Omni-Channel Engagement Strategy 52

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS. Finding value-driven leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

Experience Investigators by 360Connext

JANUARY 5, 2015

The others were his senior staff , his trusted leadership team members. The marketing director, a very smart woman who was frustrated by the lack of changes , spoke up and confirmed what the others had said. He said he disagreed with the marketing director. ” CXI® means re-evaluating your leadership practices.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Wootric

OCTOBER 19, 2018

Keeping health professionals engaged has been shown to have positive impact on : Patient satisfaction. Employee Turnover and Absenteeism. Monitoring employee sentiment and making use of feedback. With most large enterprise organizations, HR has systems for gathering and monitoring employee feedback channels.

Employee Engagement 58

Employee Engagement Healthcare Analysis Engagement 58

Experience Matters

OCTOBER 14, 2014

One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. Change takes focused leadership. Cannon pointed out that historically; CX resided in too many siloes (sales, marketing, presales, etc) across MBUSA.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Plus, she’s funny and snorts when she laughs!).

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

BlueOcean

OCTOBER 23, 2023

Labor Market Describe your primary labor market including post-secondary education rates and unemployment rates. What percentage of your employees live within an hour of your primary market? Describe your company’s competitive differentiators within your labor market.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Customer Bliss

JUNE 27, 2017

It’s basically thinking about how current CX roles tend to evolve a lot of different hats (customer-facing work, operations, marketing, employee engagement, bottom line knowledge, etc.) She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Quick wins.

Retail 0

Retail Leadership Customer Experience Video 0

InMoment XI

DECEMBER 21, 2021

The latter are more frequently engendered by the emotional connection with the company, which in turn is fostered by the attitudes and actions of employees toward the customers. While “loyalty” is generally a term associated with marketing, organizational behavior and employee development are not.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. Old patterns will prevail.

Management 116

Management Employee Engagement Culture Leadership 116

Horizon CX

MAY 19, 2023

It involves a fundamental shift in the way an organization operates to better align with its goals, adapt to market conditions, and enhance its overall performance. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Why Proving the Impact of Marketing is Difficult.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Maz Iqbal

DECEMBER 22, 2014

Until this difference is recognised and acted up organisations will continue to grapple with the challenge of ‘employee engagement’ Why should I engage with you and your organisation when I do not feel myself cared for – as a unique human being? What Has This To Do With Leadership?

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

Experience Investigators by 360Connext

MARCH 30, 2015

Content marketing is such a big trend and for good reason! (In In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) I highly recommend for anyone considering their own content marketing strategy.). Real content marketing wisdom. I’m a believer.

Marketing 110

Marketing Social Media Consulting Leadership 110

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

Maz Iqbal

FEBRUARY 9, 2015

At a minimum it takes folks in marketing and the folks in sales to play well together – as one team. Take a broader look, play with the time horizon, and you are […].

Leadership 48

Leadership Employee Engagement Culture Sales 48

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. For example: website optimization, content marketing, and digital analytics. website, apps, etc.),

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Think Customers

SEPTEMBER 21, 2021

Marketing and sales teams have traditionally had two separate objectives in most organizations: the marketing team works to get leads and fill the top of the funnel, while the sales team focuses on the bottom of the funnel and closing those leads. It all begins with leadership. The right people matter.

Sales 52

Sales Marketing Contact Center CRM 52

Experience Investigators by 360Connext

APRIL 10, 2015

In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn’t the lifeline. Recently, I was contacted by a marketing agency regarding one of their clients. It’s too bad the executive team of the retail chain didn’t.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

Maz Iqbal

NOVEMBER 6, 2014

If you want to engage and include the people who surround you at work, then gain the capacity to connect with them at a deep level – or lower your aim. ”. Susan Scott, Fierce Leadership. What Can We Learn From the Events That Occurred At Market Basket? That is what the folks at Market Basket have shown. What happened?

Leadership 59

Leadership Employee Engagement Exercises Culture 59

Michel Falcon Experience

JANUARY 10, 2016

Sales, marketing, and business development teams are provided with the internal resources needed to succeed. Instead, I respectfully challenge the company to build a stronger relationship with their employees before trying to influence something that is external to their business. Efficiently survey your employees.

Employee Engagement 60

Employee Engagement Engagement Company Survey 60

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. However, towards the end of the 90’s, HPs leadership changed. I became a marketing consultant!! Linden founded a company in 1988 that was aimed at developing the marketing discipline. What happened next?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Customer Bliss

JUNE 14, 2019

E: Emerging market excellence. Growth is happening more in emerging markets than in developing markets so how can they reach customers in these new areas? Rethink how to work with marketing, R&D, and the supply chain to ensure their products show up well both online and on the shelf. S: Shopper refocus.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Russel Lolacher

APRIL 10, 2022

In this episode of Relationships at Work, host Russel Lolacher talks about how to get leadership to see your value – whether it’s executive or anyone with influence in your organization. We need to talk about how to get leadership to see your value. You have more power than you know. ” – this is on you.

Leadership 52

Leadership How To Social Media Conference 52

BlueOcean

JANUARY 20, 2023

Labor Market Describe your labor market including post-secondary education rates and unemployment rates. Describe your company’s competitive differentiators within your labor market. Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent?

Engagement 73

Engagement Contact Center How To Employee Engagement 73