InMoment XI

MAY 10, 2022

Train your employees to go above and beyond to provide your customers with helpful, friendly, and knowledgeable service to create an experience your customers will remember. Simply put, investing in employee engagement saves you money. social media, email marketing, online advertising, and in-store promotions).

Retail 493

Retail Net Promoter Score Loyalty Programs Effort Score 493

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

Bill Quiseng

APRIL 17, 2024

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours.

Social Media 156

Social Media Financial Loyalty Survey 156

Alliance by IFS

SEPTEMBER 8, 2014

Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies?

Employee Engagement 82

Employee Engagement Engagement Competitive Advantage Social Media 82

Alida

APRIL 28, 2016

If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out. RELATED: Read the Authenticity Handbook for real-world examples of companies that are building genuine trust with their customers and employees. . Engage with empowered employees.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

InMoment XI

DECEMBER 16, 2021

Employee advocacy identifies new categories and key drivers of employee subconscious emotional and rational commitment, while it is also linked with the emotional and rational aspects of customer commitment.

Company 260

Company Communication Culture Employee Experience 260

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Blog Customer Experience Featured complaints leadership linkedin loyalty Social Media' Focus on speed and simplicity – with an emphasis on first contact resolution.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

ShepHyken

JUNE 19, 2023

Top Takeaways: Social media is called “social” for a reason. Customers are watching you on social media. When you offer customer care through social media, educate your customers to go to that channel, and make sure you are monitoring those channels and engaging with your customers promptly.

Customer Centricity 64

Customer Centricity Social Media Marketing Customer Care 64

Beyond Philosophy

DECEMBER 5, 2017

Employee ambassadorship identifies new categories and key drivers of employee subconscious emotional and rational commitment, while it is also liked with the emotional and rational aspects of customer commitment.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Social media brand representatives don’t understand the medium or the customer service policies. Treating social media channels as nothing more than sales promotions will fail every time. Blog Customer Experience Featured Social Media User Experience customer service linkedin multi-channel'

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Forrester's Customer Insights

OCTOBER 16, 2019

Employees’ Advocacy Boosts Your Content And Customer Interactions While trust in brands has dwindled, B2B buyers hold those same brands’ employees in high regard as authentic and compelling sources of information. And they want to engage with them.

Employee Engagement 36

Employee Engagement Engagement B2B Brands 36

Customer Interactions

OCTOBER 31, 2016

As you know, the success of any company is in the strength of its employees. This “happy employee = happy customer” mantra is encapsulated in many of the solutions sold by NICE. But it is in fact of much greater significance than just a mantra to ensure that a company’s customers stay happy.

Social Media 28

Social Media Employee Engagement Sales Engagement 28

Win the Customer

DECEMBER 11, 2023

Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly. Employee Engagement and Satisfaction Happy employees often lead to happy customers.

Customer Journeys 69

Customer Journeys Management Customer Experience Net Promoter Score 69

NICE inContact

AUGUST 27, 2019

This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.) The constant conversation on social media can be a challenge to keep up with.

Connections 149

Connections Tips Social Media Multi-Channel 149

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

They might see you are not responding to inquiries or concerns on social media. Blog Customer Experience Featured Innovation Social Media competition linkedin loyalty measurement metrics retention' Your customers could see you aren’t handling things in the way they want. This is especially subtle.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Verint

SEPTEMBER 6, 2017

However, with socially connected millennials and the next generation of workers about to enter the workforce (Generation Z born after the year 2000), employers may need to re-introduce the scheduled break—not for a cigarette but to catch up on your social media feed. Share your story below.

Social Media 36

Social Media Study Analytics Engagement 36

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. You have to do something about it.

Management 119

Management Employee Engagement Culture Leadership 119

Experience Investigators by 360Connext

NOVEMBER 24, 2014

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 Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. More details at www.orcemployeeconference.com. .

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. Using social media, brands could post photos on Instagram and tweet out the questions the design team is asking.

Social Media 282

Social Media Study Consulting Customer Engagement 282

SurveySensum

FEBRUARY 26, 2024

Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. This is why you need employee pulse survey tools. Now, designing and launching these surveys requires the right tool, right?

Tools 52

Tools Survey Employee Engagement Culture 52

Experience Investigators by 360Connext

OCTOBER 20, 2014

Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. Blog Communications Culture Customer Experience Featured communication employee engagement Entrepreneurship Groupon linkedin'

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

OCTOBER 9, 2014

To catch up on all the activities and knowledge sharing that went on, check out #cxday on social media. Thanks to the CXPA and all the very hard-working volunteers for making the second annual CX Day such a success. It’s a great resource for anyone looking to learn more about customer experience.

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Experience Investigators by 360Connext

JANUARY 23, 2015

Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social Customer Care: Best Practices for Major Engagement.

Customer Care 110

Customer Care Social Media Marketing Conference 110

SurveySparrow

JUNE 19, 2023

Attention, fellow seekers of employee engagement excellence! Are you looking for a powerful employee engagement tool that goes beyond traditional methods? This time, we’ll examine a few of the top inFeedo alternatives and competitors that can help revolutionize your employee engagement efforts.

Omni-Channel 52

Omni-Channel Employee Engagement Multi-Channel Social Media 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

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 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

DECEMBER 17, 2014

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 Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

DECEMBER 3, 2014

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.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 110

Social Media Customer Service Call Center Study 110

Experience Investigators by 360Connext

OCTOBER 2, 2014

Thanks to social media, that can be a lot more people. 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 Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

MARCH 11, 2015

And if EVERYONE is writing a blog about the lessons of the latest social media brand disaster, you may not need to add to the noise. I use Google News search and try some pretty random combinations sometime, like “customer experience” + “social media” + “ specific brand or event.”

Tips 110

Tips Social Media Leadership Exercises 110

Michel Falcon Experience

APRIL 27, 2018

People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. A diagram to share with your company and team.

Culture 122

Culture Social Media Employee Engagement Video 122

Bill Quiseng

MARCH 20, 2024

Listening with their earplugs and watching on their cellphones with their friends or young social media influencers, Gen N is oblivious to any older generation around them. But, I perceive Gen N as Generation Nobody. Anyone older than Gen N is a Nobody to them. In this case, I really did feel that I was a nobody to the young lady.

Leadership 97

Leadership Hospitality Social Media Interaction 97

Experience Investigators by 360Connext

NOVEMBER 5, 2014

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 Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

JUNE 17, 2015

A recent example: A client was diligently tracking customer discussions via social media. Look at the data with a critical eye and decide: what can we do this week to improve this? Then create real action around it. By the time the reports came in, it was almost too late to reply. Yes, customer experience is a big topic.

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Experience Investigators by 360Connext

APRIL 23, 2015

Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) While they also use surveys and traditional methods to gather feedback, social media is a big channel of feedback for them. and the not so good. ” and then move on with her day. What’s next?

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Experience Investigators by 360Connext

MARCH 31, 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. appeared first on Customer Experience Consulting.

Technology 110

Technology Customer Experience Social Media Trends 110