CSM Magazine

JULY 4, 2017

It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers. What can I do for you?

Management 72

Management Customer Service Airlines Employee engagement 72

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. Information can come from market research, customer feedback, and interaction data generated from customer navigating their experiences.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Toister Performance Solutions

MARCH 7, 2019

For example, Uber told us that "Love Others" was inspired by the love theme that Southwest Airlines is famous for. Engage Employees An engaged employee is someone who understands the customer service vision and is committed to helping achieve it. Measuring employee engagement isn't relegated to an annual survey.

Airlines 64

Airlines Employee engagement Construction Feedback 64

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Effective setting of employee expectations is a critical part of successfully leading and managing a team. When an employee fails or performs poorly, call center managers typically do not blame themselves or the system.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. Customers prefer caring, empathetic and engaged employees. Great Clips.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

CX Journey

SEPTEMBER 8, 2016

If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers. onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g., I conducted an employee journey mapping workshop for a small retailer. Why is this all important?

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

FEBRUARY 27, 2023

This is not a survey that you can sweep under the rug if you need to. And he gave me some pretty specific feedback around like, look at this, like this, this part is really not up to scratch for this reason. And so this is a driver of employee engagement.

Employee engagement 52

Employee engagement Feedback Consulting Consulting 52

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. Most customer experience measurement programs are still heavily dependent on customer surveys as a single source of customer experience measurement. By Swati Sahai.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40