Engaging your people with CX: Introducing the Customer Experience Game

ijgolding

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. I could be writing a job description – these are just some of the attributes an individual must possess to drive engagement with CX.

How to engage millennials for customer insight and marketing

Vision Critical

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. How can marketers best engage with millennials? What are the consumer insight best practices when trying to engage millennials?

Trending Sources

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts. Guest Posts b2b business to business customer empathy customer engagement tactics

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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.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

The Next 5 Strategies for Ramping up Customer Engagement

ICC Decision Services

In our previous post about strategies to ramp up customer engagement , we suggested the following ways to engage customers during the holiday season: Personalize customer experience with mobile technology. Engage customers on a non-tech level.

Digital Engagement on the Voice Channel

Jacada

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry.

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement? What is Employee Engagement Not?

Digital Engagement and First Visit Resolution

Jacada

The ‘Holy Grail’ of customer service has always been first contact resolution – digital channels offer a new way to achieve this. Read More. Jacada Blog

7 Secrets of Voice of the Customer Success Whitepaper

an established path to delivering enhanced customer experiences, engaging. to engage with the vision and goals. comes to looking at ways to engage. engaging for your teams, there’s. in a really strong position with engaged.

Key Factors to Improving Employee Engagement in Field Service

Astea

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.

Fast Track Employee Engagement with a ‘Keep It Simple’ Survey

MaritzCX

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas.

Customer-to-Employee Recognition: A Revolutionary Approach to Engagement

MaritzCX

Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships.

Focus on Culture to Drive Customer Engagement

SuiteCX

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions.

4 ways to keep your contact center agents engaged

Calabrio

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. Keeping your contact center agents engaged.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

Engagement: Isn’t Customer Satisfaction Enough?

MaritzCX

take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article

Why Ford is Building an Engaging Customer Experience

ReviewTrackers

Automakers must now craft an engaging digital customer experience , throughout the entire customer journey, to stay relevant and competitive in today’s changing marketplace, according to professional service firm Ernst & Young. Ford is Creating an Engaging Experience.

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.

Social Customer Engagement Requires Agility

Verint

Customer Satisfaction Customer Service Customer Experience Social Media customer engagement optimization Knowledge Management digital Engagement Management digital disruption case management customer engagement social media monitoring social engagement

Demonstrating Customer Engagement Success through ROI Models

Verint

Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? The intelligence created through customer engagement and customer experience initiatives can facilitate quick, informed decision making, drive positive customer and business outcomes, empower and engage employees—and drive meaningful ROI.

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Increasing member engagement: 4 effective strategies for online community growth

Vision Critical

To get the most business value out of your online communities, you must work to keep members engaged. Member and customer engagement was a hot topic at our Customer Intelligence Summit in Chicago this year. Boredom is the enemy of engagement. Engagement, not entertainment.

Traits of Engaged Employees

Brad Cleveland

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization.

Employee Engagement: Why You Need It, and How to Increase It

ICC Decision Services

Brand Experience Customer Service Customer Engagement Employee Satisfaction Employee EngagementAmong the world’s leading brands, a top-down commitment to building and maintaining a customer-centric culture is priority one. But equally important is keeping an ear to the ground.

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.

5 Ways to Engage and Understand At-Risk Customers

360Connext

The post 5 Ways to Engage and Understand At-Risk Customers appeared first on Customer Experience Consulting. Customer Engagement Customer Experience Featured customer retention exit strategy feedback loyalty strategy

8 Tips To Improve Customer Engagement in 2016

Help.com

A recent study by Gallup shows that only 29% of customers are fully engaged. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Place a focus on employee engagement.

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Employee Engagement Insights to Inspire

Think Customers

As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. Customer Engagement Employee Engagement disneyinstitute employeeengagement employeeengagementblogs employeeperformance engagedemployees flaviomartins jeannebliss lioraurssy

3 Customer Engagement Trends to Watch in 2017

Calabrio

Innovative contact centers are leveraging the seamless integration offered by cloud technologies to engage with customers across any channel, with no gaps in connectivity, agent knowledge or service quality. The post 3 Customer Engagement Trends to Watch in 2017 appeared first on Calabrio.

Engaged Employees Equal Happy Customers

Think Customers

Customer Engagement Customer Strategy Employee Engagement donpeppers employeeengagement hallmarkbusinessconnections ritzcarltonleadershipToday's businesses find that happy employees are productive employees. All that happiness and productivity leads to satisfied customers too. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation.

Recent Statistics on Employee Engagement

Brad Cleveland

Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.5X

The Magic Intersection of Employee Engagement and Customer Satisfaction, and How Technology Can Support It

MaritzCX

Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. In a perfect world, actively engaged employees deliver your brand promise each and every day.

Motivation and Engagement: Your Leadership Matters

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation

Customer Experience and Employee Engagement Q&A | Video #1

Michel Falcon Experience

The post Customer Experience and Employee Engagement Q&A | Video #1 appeared first on Michel Falcon. Customer Experience employee engagementI’ve started to record videos answering questions that I receive via Twitter, email or via my website.

How to engage your Millennial workforce—according to one opinionated Millennial

Vision Critical

How will you keep us engaged? When members of my generation feel valued, appreciated and secure, we respond with loyalty—and it’s loyal employees who are happiest, most engaged and work harder. Bonus tip: Engage with your Millennial employees on an ongoing basis.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

inContact

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue.

Engage Your Audience with a Story

CX Journey

Image courtesy of Bazzerio Are you telling stories to engage your audience? The storyteller engages the audience. Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition.

Driving Holistic Customer Engagement Excellence

Verint

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Engagement and Loyalty: How Employees Can Be Your Best Customer Advocates

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model.

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