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.

Understanding the Employer Journey — The Employee Engagement Loop

ijgolding

The ‘employee engagement loop’ is a simple framework to support the bringing to life of the employer journey – a framework that contains six steps, if intentionally designed and managed, it should enable very firm foundations for your people to deliver the desired employee experience.

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?

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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7 Steps to Elevate Your Customers' Experience

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

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.

Customer Engagement Strategies and Networking

Verint

Earlier this week Verint took part in the. Customer Contact East: Frost & Sullivan Executive MindXchange. in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change.

How to Engage Employees in Your Customer Experience Strategy

CX Journey

The linkage between employee engagement and experience and the customer experience has been proven. And communication lends clarity, which is critical to engagement and to providing a clear line of sight to the target, your customers and the customer experience.

Choosing My Solution: A Customer Engagement Software Checklist

Comm100

Choosing a customer engagement software solution can be daunting. Will the vendor take care of service engagements, or will your team have to contract an outsourced third-party? Will this vendor’s payment plan enable rather than restrict your engagement?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity

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.

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

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.

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?

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.

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

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

Customer engagement software is a modern invention that takes care of a modern problem. Businesses that listened to and connected with customers online were rewarded with consumer engagement in the form of clicks, mentions, subscriptions and more. engagement).

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.

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.

Are Your Employees Engaged to Tell You the Truth?

360Connext

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees.

Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions 

ijgolding

Many companies have ‘dipped their toe in the water’ when it comes to engaging their people in improving their business through the concept of ‘employee or staff suggestion schemes’. I have seen first-hand the immense power of engaging people in improvement activity.

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.

Engagement Currency: Do You Really Know Why Your Employees Work?

Kate Nasser

Leaders, build relationship engagement currency. Secret to engagement fr The People Skills Coach™. The post Engagement Currency: Do You Really Know Why Your Employees Work? Find out with these questions why your employees work.

Enterprise Service Management Drives Engagement

Forrester's Customer Insights

employee engagement infrastructure & operations ITIL shared services user experience workplace servicesEnterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […].

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

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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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.

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 Employee Engagement, Not Employee Experience

Experience Matters

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

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

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.

The Human Side of Employee Engagement

Experience Matters

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee EngagementIt’s one of our Four CX Core Competencies and a critical component of a customer-centric culture.

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.

CX Competency: Employee Engagement (Video)

Experience Matters

This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].

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.

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

#NRF2018’s Focus On Customer-Associate Engagement

Forrester's Customer Insights

customer engagement customer experience digital business digital customer experience digital disruption ebusiness strategy employee engagement in-store marketing retail robotic process automation (RPA) sensors & embedded devices store inventory management workflow workforce enablement analytics associate enablement digital store in-store checkout mobile RFID robotics