Toister Performance Solutions

MARCH 7, 2019

The idea was to meet in person, share some ideas and best practices, and learn something new. For example, Uber told us that "Love Others" was inspired by the love theme that Southwest Airlines is famous for. Measuring employee engagement isn't relegated to an annual survey. There's a word of caution here.

Airlines 61

Airlines Employee engagement Construction Feedback 61

CX Journey

MARCH 31, 2015

It includes any way the employee "touches" the company and vice versa in the course of doing his job. It needs to be understood (using tools like personas, journey mapping, and surveys and other listening posts). This definition of engaged employees comes from Gallup. No one can make an employee engaged.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

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

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

GetFeedback

JANUARY 6, 2020

Examples might include shoppers at a store, a personal banking account, or cell phone service. Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. Sorry, not quite.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Up Your Service

AUGUST 8, 2018

Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. That could be an external customer, client, an internal colleague, an employee, or even your boss. The important thing is: is it engaging? Which phrases do you find misleading and why?

Airlines 53

Airlines Education Scripts Personalization 53

Up Your Service

AUGUST 8, 2018

Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. That could be an external customer, client, an internal colleague, an employee, or even your boss. The important thing is: is it engaging? Which phrases do you find misleading and why?

Airlines 40

Airlines Education Scripts Personalization 40

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

ProProfs Blog

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Some of these policy changes included: Additional annual training for all employees.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Comm100

MAY 21, 2019

of Southwest Airlines who shares some amazing stories about Southwest’s culture – the people in front of customers and behind the scenes who are energized to deliver amazing service and who all play a part in a positive, flourishing culture. Andrew Gilliam – Ho hum No More: Re-imagining Customer Surveys to Drive Results.

Contact Center 60

Contact Center Surveys Best practices Metrics 60

Russel Lolacher

FEBRUARY 27, 2023

This is not a survey that you can sweep under the rug if you need to. And it’s from personal experience, and then started sideways six or eight or nine years ago, and started to speak to two organizations and start to work out where the where the challenge was. But who can blame the person for putting that for us?

Employee engagement 52

Employee engagement Feedback Consulting Consulting 52