ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Steve DiGioia

SEPTEMBER 16, 2016

Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. BF : Yes, we constantly survey both our owners and tenants. Thanks Ben! More important though is acting upon the insight that is delivered.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. Beyond Philosophy’s Thought Leadership Principal Michael Lowenstein and I will show you how to build on employee engagement and move it to employee ambassadorship.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. Happy employees make happy vacationers. Having employees that are engaged and ready to deliver is critical. However, a survey question that I received after my stay summarizes it.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

DMG Consulting

APRIL 8, 2024

AI-Enabled WFM Promotes Efficiency and Flexibility View this article on the publisher’s website. DMG Consulting’s annual global survey of contact center and CX leaders reveals a high level of interest in WFM capabilities for 2024. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Interaction Metrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. In fact, despite national awareness around issues of racial equity, employees often respond skeptically to DEI survey questions, making it difficult to succeed from the start. The objective?

Metrics 62

Metrics Surveys Employee engagement Consulting 62

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

Fonolo

APRIL 1, 2021

As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject. Peter Ryan is a renowned BPO consultant who has been at the forefront of the services industry for over a decade. She has been a Sr.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Natalie Petouhof

JULY 14, 2015

Each quarter, TeleTech publishes its latest thinking in its executive journal, Customer Strategist , where consultants and analysts bring their thought leadership to a wider audience. These pieces reflect on how clients are differentiating their companies through customer experience innovation. And are you ready to implement it?

Customer Experience 63

Customer Experience Surveys Telecommunications Banking 63

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. For example, to increase the value of surveying/voice-of-the-customer applications, vendors have started to embed interaction analytics capabilities into them to help structure free-form customer feedback.

Analytics 48

Analytics Quality management Enterprise Contact Center 48

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today. Here are a few quick-win ideas to bridge the gap: 1.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

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.

Employee engagement 56

Employee engagement Airlines Morale Metrics 56

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. He writes extensively on employee engagement. Articles on Employee Empowerment.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

ijgolding

SEPTEMBER 7, 2015

I am delighted to be able to share an article with you that explores this very question. Stefan Osthaus is a hugely knowedgable Customer and Employee Experience Specialist. Distorting Influences on Regular eNPS Surveys. One year, for example, you might run your NPS survey prior to the annual performance appraisals.

Surveys 77

Surveys Metrics Employee engagement Consulting 77

Transparent BPO

AUGUST 5, 2019

Gofourth’s team worked with an outsourced consulting firm and looked at 27 best practice competencies design to lower customer effort and increase customer experience. When surveyed regarding issue resolution, customers gave the contact center a greater than 90 percent satisfaction rating.

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. But before I get into any of that I want to touch on well, really the name of your consultancy as well as what you sort of mentioned at the top?

Coaching 52

Coaching Employee engagement Consulting Consulting 52

ClearAction

NOVEMBER 18, 2017

However, customers taking the time to answer your surveys are probably indicating other specific care-abouts, such as timely response or defect-free product. This is a big reason behind survey response rates that are low, as well as internal disillusion with customer experience management ROI (return on investment).

Metrics 67

Metrics Customer Experience Journey mapping Customer Care 67

ClearAction

NOVEMBER 5, 2017

Do your surveys interrupt customers or allow them to give feedback however and whenever they prefer? Does your customer loyalty and engagement programs emphasize volume purchases and evangelizing your brand or creating mutual value? Customer Experience Management Vision Silos. Consistency will propel the growth you’re seeking.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

ClearAction

DECEMBER 28, 2016

1 It’s rare because we underestimate employees’ interest in customer sentiment. It’s rare thanks to narrow survey questions. Every employee wants to work for an admired company. Customer experience is a natural motivation with richest meaning for employee engagement.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

ClearAction

SEPTEMBER 16, 2016

“Welcome from your dealer” and “welcome from your success manager” and similar messages from so many departments might underscore your enthusiasm for the customer, but multiple groups sending onboarding notes, or requesting survey feedback, and so forth indicate broken processes. 7) Assumption Silos. Customer Experience Vision Dictates Value.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

PeopleMetrics

DECEMBER 12, 2019

In other words, a positive employee experience is a boost to any business’ bottom line. As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. Designate successful teams and employees as office consultants.

Banking 91

Banking Consulting Consulting Feedback 91

ProProfs Blog

JUNE 26, 2019

In this article, we tell you just that. To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ClearAction

DECEMBER 30, 2017

When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. The post How to Solve Customer Experience Silos appeared first on ClearAction Customer Experience Consulting. How to Solve Customer Experience Silos. It’s customer-centered business management.

Customer Experience 75

Customer Experience Customer centricity Metrics Employee engagement 75

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

JUNE 21, 2018

Research shows that high employee engagement leads to better customer engagement. With employee disengagement at all time negative levels companies are in peril right in the starting gate. Recently, a company shared with us that they survey their customers twice a year. Ignorance Is Bliss. Drive by Training.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

CSM Magazine

FEBRUARY 29, 2024

Recently, a colleague of mine at Sabio pointed me in the direction of an interesting article that was published in the Daily Telegraph entitled ‘Why Aren’t We Being Served?’. The UKCSI is based on an online survey of over 15,000 consumers, who are representative of the UK adult population by region, age and gender. C-Sat dropped 0.9%

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52

ShepHyken

AUGUST 4, 2016

Whether your internal culture is noticeably skewed or it’s simply time for a routine check-up, collecting employee engagement measurements starts you off on the path of improvements. Much like Voice of the Customer surveys, employee assessments help identify the key drivers that motivate employees to bring their best effort to work.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Nicereply

SEPTEMBER 8, 2022

Find out in our article! While there are several key factors contributing to customer experience, having an employee-centric culture within your organization can significantly add to it. In fact, according to the Deloitte survey , 84% of executives rate employee experience as important.

Customer Experience 78

Customer Experience Employee engagement Customer centricity Surveys 78

Russel Lolacher

JANUARY 23, 2023

And if you’re not looking at the whole employee, you are not going to get the whole employee showing up. And so, you know, Harvard Business had this great article out there. Great article. So we’ll do an anonymous pre survey where we do not collect personal data. And the workplace should be the same.

Personalization 52

Personalization Employee engagement Construction Benchmark 52

Russel Lolacher

JANUARY 2, 2023

And I talked about it, and I got this one of my bits, right, and I rip them like millennials, or Gen Z or Gen Zed, you know, the first part, and I read an article on stage, it’s like four pages of slides full text, it’s like really, it really starts up like it’s way too much text. We have to be listening and observing.

Personalization 52

Personalization Employee engagement Management Banking 52

RapportBoost

DECEMBER 10, 2018

Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. 100, one of our clients, an online pharmacy who allows customers to consult pharmacists so that they can diagnose and recommend some products.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

PeopleMetrics

JUNE 8, 2020

Recognize alerts acknowledge when an employee does something special or extraordinary to improve the customer experience. A recognition program based on customer feedback is a powerful way to increase employee engagement and create a customer-centric culture. Click infographic to enlarge ). Generating Recognition Alerts.

Brand ambassadors 78

Brand ambassadors Employee engagement Morale Customer centricity 78

ClearAction

MAY 31, 2015

Involve employees in observing customers to see what’s easy/hard for them. Keep customer experience anecdotes (not just survey scores) in front of employees on the intranet, in break rooms, in staff meetings, and so forth. Related articles: 4 Customer Centric Culture Building Blocks. Customers First, or Employees First ?

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. 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.

Journey mapping 78

Journey mapping B2C B2B Surveys 78