Satrix Solutions

SEPTEMBER 18, 2018

A measurement tool like Employee Net Promoter Score (eNPS) is a simple yet informative way to measure and improve employee loyalty and engagement. What’s more, insights the survey uncovers can be used to develop strategies to improve employee loyalty. What is Employee Net Promoter Score?

Airlines 74

Airlines Construction Surveys Benchmark 74

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! The longest customer service call on record is held by Zappos employee Steven Weinstein with a call lasting 10 hours and 43 minutes.

Call Center 85

Call Center Airlines Contact Center Self service 85

CX Journey

MARCH 12, 2015

Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. That means employees answer questions from the “I” perspective. We craft our surveys to explore the perceptions that employees have inside their organizations.

Employee engagement 66

Employee engagement Customer centricity Entertainment Airlines 66

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

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

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

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. improvement in revenue growth.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

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

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Research shows that high employee engagement leads to better customer engagement. Frontline Fanatics.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

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. So it's important that we listen to employees and find out what's keeping them from being able to delight customers. onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g.,

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

ProProfs Blog

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . Well, the answer is, he did not give up his seat to a United employee. It is also crucial that you send surveys post-purchases too. Takeaway: “Create a template for a post-recovery survey.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

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

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. Do you really want to give exactly the same survey to the CEO as you would to the user of what you’re selling?

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Up Your Service

AUGUST 8, 2018

KAUFMAN: There are many measures, surveys, and indices that can be used: customer satisfaction or customer loyalty scores, employee engagement scores, net promoter scores, etc. The important thing is: is it engaging? For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.”

Education 53

Education Airlines Scripts Personalization 53

Up Your Service

AUGUST 8, 2018

RON KAUFMAN: There are many measures, surveys, and indices that can be used: customer satisfaction or customer loyalty scores, employee engagement scores, net promoter scores, etc. The important thing is: is it engaging? For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.”

Education 40

Education Airlines 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 57

Contact Center Surveys Best practices Metrics 57

Russel Lolacher

FEBRUARY 27, 2023

This is not a survey that you can sweep under the rug if you need to. But we’re certainly, by running employee ideas, programs, you’re involving people, and you’re listening to people more than if you don’t ask them anything. And so this is a driver of employee engagement.

Employee engagement 52

Employee engagement Feedback Consulting Consulting 52