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“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

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Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

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14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

PeopleMetrics

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. At least, that’s when I first ordered a pair of shoes from them, because wow-free-shipping-it's-2006-what's-an-iPhone.) Zappos even paid employees to quit after training as early as 2008. A Call to Arms.

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CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

February 2006. Power Report: Customer Switch Auto Insurers Because of Poor Service; However, Savings with New Carrier Often Isn’t Enough to Fully Satisfy.” www.jdpower.com. 24 April 2014. 26 August 2014. < < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. 26 August 2014.

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CCI Kenya on the Importance of Effective Training and Development for Contact Centre Staff – With Rishi Jatania

CSM Magazine

Since launching in 2006 in South Africa, CCI Global offers international outsourcing services for every stage of the customer lifecycle from sales all the way through to retention, and everything in between. Here they explain the importance of effective training and development for contact centre staff.

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The ROI of Customer Experience

The Petrova Experience

” Driven by human-centered standards, these companies “ returned 1,026% for investors over ten years ending in June 30, 2006, compared to 122% for the S&P 500.”. According to the criteria, researchers found sixty companies that were “Firms of Endearment.” ” Keep in mind, price premium is not arbitrary.