Blog Customer emotions Employee engagement Personalization 
NICE inContact
AUGUST 27, 2019
Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal.
Beyond Philosophy
MARCH 5, 2015
Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” Should 4% of Customers Dictate Strategy? I know that!
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
FEBRUARY 5, 2015
These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.
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.
Beyond Philosophy
NOVEMBER 11, 2014
“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”
Beyond Philosophy
OCTOBER 28, 2014
Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. I feel that in today’s age of multi-channel options for Customer “calls” it is important to note that call routing and answering applies to all channels, whether there is a call or not.
Beyond Philosophy
SEPTEMBER 5, 2014
Not only does it make it easy since you don’t have to remember what you told each particular person, but it also gives you direction on how to plan your time because you have to keep your commitments. Not only that, employee engagement is a key aspect for the Customer Experience. I like the simplicity of this.
Expert insights. Personalized for you.
59 
Let's personalize your content