Blog, Consulting and Employee engagement - Customer Contact Central

The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Employee engagement is the latest buzz phrase in the industry.

Employee engagement

Employee engagement Consulting Consulting Banking

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

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? correlation.

Employee engagement

Employee engagement Customer Experience Consulting Consulting

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee engagement

Employee engagement Consulting Consulting Enterprise

CXNext Live: Good Employee Engagement = Good Customer Experience

bold360 Blog

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. More products and services mean more complexity for employees to handle.

Employee engagement

Employee engagement Customer Experience Technical Support Chatbots

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

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

Employee engagement Consulting Consulting Metrics

Customer Centric Employee Engagement

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Work teams participate in the company blog and YouTube videos, and they engage in fun activities outside the workplace on a regular basis as well. The post Customer Centric Employee Engagement appeared first on ClearAction Customer Experience Consulting.

Employee engagement

Employee engagement Customer centricity Consulting Consulting

Customer Centric Employee Engagement

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. The post Customer Centric Employee Engagement appeared first on ClearAction Customer Experience Consulting.

Employee engagement

Employee engagement Customer centricity Best practices Consulting

Employee engagement trends that lead to company growth!

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement

Employee engagement outsourcing Call Center Answering services

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking

Banking Employee engagement Customer centricity Consulting

The New Essential Business Skill: Storytelling

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. I tell them in blogs, in the books I write, and in the webinars we offer. How Storytelling Creates Engaged Employees.

Entertainment

Entertainment Coaching Consulting Consulting

Beware: Are YOU on Your Employee’s Naughty List?

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. Colin is an international author of five bestselling books and an engaging keynote speaker.

Consulting

Consulting Consulting Customer centricity Customer emotions

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

JULY 21, 2015

It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? Smart simplicity is all about creating an environment where: employees can work with one another to develop creative solutions to complex challenges. These rules really present an interesting approach to employee engagement.

Employee engagement

Employee engagement Accountability Consulting Consulting

How Not To Engage Employees: Telecoms Lead The Way Again

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless

Wireless outsourcing Employee engagement Call Center

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Southwest Attacks Its Late Problem Head-on with Its Customers. Should 4% of Customers Dictate Strategy?

Airlines

Airlines Transportation Customer centricity Employee engagement

Your Secret Weapon for Hiring the Best Talent in 2016

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Our four-part online Employee Engagement course covers the employee ambassador concept.

Employee engagement

Employee engagement Airlines Consulting Consulting

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

JANUARY 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook. Didn’t Believe Amazon Was Customer Centric Before? You Will Now.

Customer Experience

Customer Experience Employee engagement Consulting Consulting

Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. As Customer Experience consultants, we believe in servant leadership.

Customer Experience

Customer Experience Consulting Consulting Employee engagement

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Colin is an international author of four best-selling books and an engaging keynote speaker. That which gets measured (and rewarded) gets done. What do you measure at your organization?

Customer Experience

Customer Experience Customer centricity Customer emotions Employee engagement

6 Steps to a Great Apology

Beyond Philosophy

MARCH 10, 2015

If you enjoyed this post, you might be interested in the following blogs: Apologizing in a Way That Promotes Customer Loyalty. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more. Small Talk and Trust.

Customer retention

Customer retention Employee engagement Consulting Consulting

Medallia vs. Qualtrics vs. Lumoa: A Buyer’s Guide

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. You will need to reach out for a consultation first. Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants.

Feedback

Feedback Consulting Consulting Enterprise

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Hiring Customer-Ready Employees. Colin is an international author of four best-selling books and an engaging keynote speaker. What’s your Customer Strategy for your Customer Experience?

Customer centricity

Customer centricity Customer emotions Employee engagement Customer retention

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing

Marketing Customer emotions Employee engagement Customer centricity

Astonishing Benefits Of Training Your Employees

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. The next step to fostering employee engagement is to give your team the tools to do what you identified by the CES through training. Why Employee Engagement Improves.

Employee engagement

Employee engagement Consulting Consulting Call Center

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

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. It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior. Employee experience has evolved, but not quickly enough.

Enterprise

Enterprise Consulting Consulting Employee engagement

You Readers Are So Pathetic

Beyond Philosophy

NOVEMBER 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Employee Engagement and ROI: Are Your Employees Happy and Motivated? Colin is an international author of five bestselling books and an engaging keynote speaker. Hire People with a High EQ.

Consulting

Consulting Consulting Employee engagement Customer Experience

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

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

Customer Experience Customer centricity B2C Airlines

Be Warned! Technology Isn’t Everything

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Take note of Goldstein’s point and ensure your company culture and employee engagement is all it could be. But many others look to technology. Follow Colin Shaw on Twitter @ColinShaw_CX.

Technology

Technology Consulting Consulting Customer emotions

Starbucks CEO Gets It, Does Yours?

Beyond Philosophy

SEPTEMBER 17, 2015

In all of these moments, an employee can make or break a Customer Experience. This is why training and employee engagement are so key to its success. If you enjoyed this post, you might be interested in the following blogs: 5 Reasons Your KPIs Are Hurting Your Customer Experience.

Customer centricity

Customer centricity Consulting Consulting Employee engagement

Teams Score Big With Fans And Franchises!

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation

Transportation Customer emotions Coaching Employee engagement

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. As Customer Experience consultants, we see this all the time.

Customer Experience

Customer Experience Journey mapping Customer centricity Surveys

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Colin is an international author of four best-selling books and an engaging keynote speaker. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad.

Customer Experience

Customer Experience Customer centricity Scripts Customer emotions

CX Initiatives: What if Employees Are Not On Board?

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

Employee engagement Customer advocacy Consulting Consulting

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.

Customer Experience

Customer Experience Customer retention Upselling Banking

Embrace New Ways of Thinking in 2016

Beyond Philosophy

JANUARY 7, 2016

Employee Engagement and Customer Experience. We see the growth of employee engagement programs. However, employee engagement programs often run separately to the Customer Experience program. One of the key outputs of any employee engagement program is an improvement in the Customer Experience.

Employee engagement

Employee engagement Big data Analytics Education

TSA Group Chooses Alvaria Workforce Engagement Management For Volume Forecasting, Mobile Schedule Management and Optimal Seat Utilisation

Call Design

MAY 31, 2022

Combining best-in-class technologies with an experienced team of consultants to offer businesses personalised workforce optimisation solutions, Call Design empowers your employees, engages customers, and automates everyday work processes with seamless implementation aimed at enhancing efficiencies at every level of an organisation.

Management

Management Finance Enterprise outsourcing

Why Should You Care If Your Company Is Or Isn’t Built Around Stakeholder-Centricity? Here Are Some Key Factors To Consider.

Beyond Philosophy

JANUARY 10, 2018

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Enterprise

Enterprise Employee engagement Consulting Consulting

What My Boss Taught Me about Leadership

Beyond Philosophy

NOVEMBER 3, 2015

If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Virgin Shows Links Between Employee Experience and Customer Experience. Employee Culture: Why Amazon is on Top and Bank of America Isn’t. Who in your career has made the greatest impact?

Banking

Banking Employee engagement Consulting Consulting

How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

MAY 31, 2016

Employee Engagement: Putting the Cart Before the Horse? Core Elements of Employee Engagement. Customer Centric Employee Engagement. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer advocacy

Customer advocacy Chief Customer Officer Employee engagement Consulting

10 Things You Must Know to Establish and Preserve Your Customer Service Culture

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., then it will reflect in your employee’s behavior towards customers.

Customer Service

Customer Service Airlines Best practices Consulting

Why Arianna Huffington’s Move Is Good for Customer Experience

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. Our customer experience consultancy recognizes that employee attitudes are a key component of a successful customer experience. How Not to Engage Employees: Telecoms Lead the Way Again.

Customer Experience

Customer Experience Consulting Consulting Employee engagement

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience

Customer Experience Banking Customer emotions Employee engagement

What Type of Employee Are You? Room For Improvement?

Beyond Philosophy

AUGUST 16, 2017

In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors (Advocates). Do You Have a Secretly Toxic Employee Problem? Colin is an international author of six bestselling books and an engaging keynote speaker.

Consulting

Consulting Consulting Employee engagement Customer Experience

Why Employee Satisfaction Isn’t Enough Anymore

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They do not complain.

Consulting

Consulting Consulting Employee engagement Customer Experience

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 The Top 10 Companies.

Banking

Banking Employee engagement Customer centricity Surveys

The Big Mistake Most Organizations Make with Employee Engagement

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Trending Sources

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

CXNext Live: Good Employee Engagement = Good Customer Experience

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Customer Centric Employee Engagement

Customer Centric Employee Engagement

Employee engagement trends that lead to company growth!

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

The New Essential Business Skill: Storytelling

Beware: Are YOU on Your Employee’s Naughty List?

Six Rules for Smart Simplicity and Employee Engagement

How Not To Engage Employees: Telecoms Lead The Way Again

3 Examples of Change for the Better in Airlines

Your Secret Weapon for Hiring the Best Talent in 2016

Philosophies to Improve Your Customer Experience in 2015

Employee Happiness is the Key to an Excellent Customer Experience

5 Reasons Your KPIs Are Hurting Your Customer Experience

6 Steps to a Great Apology

Medallia vs. Qualtrics vs. Lumoa: A Buyer’s Guide

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Do You Harness the Power of Habit in Your Marketing Yet?

Astonishing Benefits Of Training Your Employees

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

You Readers Are So Pathetic

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Be Warned! Technology Isn’t Everything

Starbucks CEO Gets It, Does Yours?

Teams Score Big With Fans And Franchises!

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

How to Make or Break Your Customer Experience

CX Initiatives: What if Employees Are Not On Board?

5 Facts to End the ROI Debate on Customer Experience

Embrace New Ways of Thinking in 2016

TSA Group Chooses Alvaria Workforce Engagement Management For Volume Forecasting, Mobile Schedule Management and Optimal Seat Utilisation

Why Should You Care If Your Company Is Or Isn’t Built Around Stakeholder-Centricity? Here Are Some Key Factors To Consider.

What My Boss Taught Me about Leadership

How Can Your Company and Customers Profit Most from Higher Employee Commitment?

10 Things You Must Know to Establish and Preserve Your Customer Service Culture

Why Arianna Huffington’s Move Is Good for Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

What Type of Employee Are You? Room For Improvement?

Why Employee Satisfaction Isn’t Enough Anymore

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

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