Beyond Philosophy

MARCH 19, 2015

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? Those question are: 1) Really?

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

JULY 12, 2016

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?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

DECEMBER 5, 2017

Whether it is through a computer screen in a customer service chat, on the telephone, or in person, every employee, whether customer-facing or not, should be an enthusiastic and committed representative for the brand. Use Machine-Assisted Predictive Analytics to Capture Your Customer’s Heart, Mind, and Pocketbook!

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Etech GS

JULY 3, 2019

What Is Employee Engagement? Employee engagement measures the passion and commitment of employees to deliver their best efforts and create solutions that will benefit them, the customer and the company. What Employee Engagement Is Not? Employee engagement is also not employee satisfaction.

Employee engagement 80

Employee engagement Surveys Construction Feedback 80

COPC

JULY 23, 2021

This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. s Employee Engagement Services to implement FBC’s first employee survey. to design, test and roll out the first employee engagement survey. At COPC Inc.,

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

CSM Magazine

JUNE 16, 2020

What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. You may already have a plan for employee engagement, however, now is the perfect opportunity to review your current strategy.

Employee engagement 52

Employee engagement Contact center software Morale Surveys 52

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Our analysis found that agents who are involved in writing their scripts are more likely to stick to them, less likely to want to change them, and more interested in continuing to be a part of the script writing process.

Scripts 204

Scripts Customer Experience Employee engagement Best practices 204

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. At best, this conclusion feels like a major s-t-r-e-t-c-h of correlation analysis results.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

NOVEMBER 30, 2023

Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. Moreover, Finance often does the Cost-Benefit analysis. Now, cost-benefit analysis sounds like an objective comparison from one number to another.

Finance 195

Finance Customer centricity Accountability Technical Support 195

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Anything less is a failure, in our eyes, and requires corrective action and root cause analysis follow-up.

Customer Experience 351

Customer Experience Transportation Feedback Metrics 351

CCNG

AUGUST 21, 2021

Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers. Your supervisors are the linchpins of your contact center’s success, and they are depending on you for the support they need to deliver.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Here is an excellent example of separating the “what,” weather delay in Denver that leaves passengers stranded on the runway in Wyoming for hours, from the “how,” having pizza delivered, so passengers don’t have to starve while they wait.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

COPC

NOVEMBER 15, 2023

This precision is critical in frontline customer experience operations where early attrition (within 90 days) is costly in multiple ways. The COPC Employee Engagement Research Series provides customer experience (CX) leaders with comprehensive insights about contact center staff satisfaction and the drivers of employee engagement.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. Keep employee data analysis consistent.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Interaction Metrics

MAY 16, 2024

Phase #3: The purpose of this third phase is to present your data with insights you can use to grow your business, capture more customers, build a more engaged employee base, etc. Running correlation analysis to help you understand what’s driving your Net Promoter Score.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Win the Customer

DECEMBER 11, 2023

Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly. Senior service managers need to employ robust sentiment analysis tools to gauge public opinion and respond promptly to both praise and criticism.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

Beyond Philosophy

MAY 31, 2016

Gwinner of Kansas State University—have found that employee behavior and advocacy—regardless of the employee’s level of satisfaction—have a direct and profound relationship to the behavior of customers, and also to corporate sales and profitability. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Qualtrics has been praised for its strong data integration and analysis capabilities.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Perhaps the leader that is doing the analysis might be able to handle more teams. Leadership plays a big part in this.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Beyond Philosophy

OCTOBER 29, 2014

I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

FEBRUARY 5, 2015

Employee engagement and ambassadorship: linking to customer behavior. Customizing the techniques for your organization. Advanced Customer Experience Management. Committing to customer experience: applying the concepts. Building and running a customer experience program. Customer advocacy and brand bonding measurement.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

JANUARY 24, 2018

Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited. 2) Understanding the emotional investment and commitment of employees to customers is rarely given attention, much less a priority. Employee experience has evolved, but not quickly enough.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

Beyond Philosophy

MARCH 16, 2015

Blogs Customer Experience CEM CEO Conferences consumer behaviour Customer Analysis Customer Behaviour customer engagement Customer experience customer experience books customer experience management Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction Emotional Experience Emotional Signature (..)

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Beyond Philosophy

DECEMBER 4, 2014

There are certain requirements for this analysis and design to be successful, however, and they include the following: Definite ownership by an individual or cross-functional team of the Customer Process. Colin is an international author of four best-selling books and an engaging keynote speaker. Creating a Customer-Focused Process.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

Beyond Philosophy

DECEMBER 20, 2017

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.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

CSM Magazine

DECEMBER 23, 2023

Increased Employee Engagement Perhaps the most talked about benefit gleaned from comprehensive workplace wellness programs is an increase in measurable employee engagement. To learn more about the reasons behind these developments, here’s why workplace well-being is good for business.

Employee engagement 52

Employee engagement Surveys Metrics Marketing 52

Playvox

MARCH 19, 2024

From recognizing customer service agents to making coaching easier, AI can help improve employee happiness, agent experiences, job satisfaction, and overall well-being, among many other benefits to significantly impact company culture and organizational success. Analyze more interactions and automate workloads for analysts.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Beyond Philosophy

JUNE 20, 2015

More important, it involves utilizing a metric or metrics reflecting real-world decision dynamics such as word of mouth and brand favorability which, along with more actionable forms of analysis, will help them to understand, and prioritze, the drivers of bonded, positive behavior.

B2C 257

B2C B2B Metrics Entertainment 257

ProProfs Blog

JULY 20, 2021

Organizations worldwide conduct regular employee satisfaction surveys on a quarterly, semi-annual, monthly, or annual basis. The importance of employee satisfaction surveys ranges from measuring employee engagement to predicting organizational growth prospects. Measure Employee Satisfaction and Engagement.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

JANUARY 10, 2018

Consider the ways that employees make decisions on how to act (toward other employees and to customers (5 questions). Consider stakeholder-centric cultural effects on employee behavior (5 questions). Consider that employees, like customers, have a defined life cycle (5 questions).

Enterprise 150

Enterprise Employee engagement Consulting Consulting 150

Lumoa

JANUARY 19, 2023

Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points. 2) Feedback and Data Analysis The next question is, how do you make sense of all the data you’ve gathered? Build this aspect into your processes.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300