Beyond Morale

OCTOBER 16, 2012

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Coach K has led the Duke University Blue Devils to four NCAA Championships, 11 Final Fours, 12 Atlantic Coast Conference (ACC) regular season titles, and 13 ACC Tournament championships. And they should be.

Employee engagement 66

Employee engagement Coaching Surveys 66

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. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. So, you can see that HR plays a critical role in this agenda.

Finance 195

Finance Customer centricity Accountability Technical Support 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

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Her clients have gone on to increase their scores for customer satisfaction and improved employee engagement. Many have also earned awards in their industry.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

LiveChat

FEBRUARY 28, 2017

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. High paychecks equal employee retention.

Employee engagement 49

Employee engagement Morale Surveys Education 49

Beyond Philosophy

JANUARY 12, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement' The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference. Consolidated.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Josie is a top contributor to the online community, Calabrio Champions Network, leading discussions and engaging with customers around the globe.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

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

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

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. On-boarding is your employee launching point. Please Share.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Journey mapping 25

Journey mapping Employee engagement Feedback Surveys 25

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 418

Marketing Customer emotions Employee engagement Customer centricity 418

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

ShepHyken

APRIL 23, 2018

Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). She is a branding expert, and now she shares some insights on creating superior customer experience, which starts with the self-motivation of great employees. The Secret To Superior Customer Experience by Denise Lee Yohn.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

ShepHyken

JUNE 19, 2018

Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Employee engagement leads to customer satisfaction, and customer satisfaction leads to higher profits.” – Marilyn Suttle.

Construction 190

Construction Coaching Employee engagement Feedback 190

Verint

MARCH 13, 2018

The Verint Engage18: Global Customer Conference sessions have been expertly tailored to deliver the very same elements as your perfect restaurant. So, what's on the "dessert" menu of Engage 18? The conference is slated to showcase musicians, comedians and even a great way for attendees to give back to the community. Bon Appétit!

Employee engagement 29

Employee engagement Customer Service Customer Experience 29

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 411

Customer Experience Customer retention Upselling Banking 411

Call Center Weekly

JULY 18, 2017

Setting goals, assigning projects, and checking progress keeps your employees accountable. Coming to the Office too Frequently If possible, a monthly, in-office workday is a an ideal way to keep employees engaged and connected to the rest of the workforce.This may include training, and/or one-on-one coaching.

Morale 120

Morale Employee engagement outsourcing Coaching 120

Momentum Telecom

JULY 20, 2021

Boosting Productivity With Video Calls and Conferences. To keep employees engaged in meetings and help drive collaboration when it’s not possible to meet in person, video calling and conferencing is key. Businesses will benefit from nurturing teamwork regardless of where team members are in the world. .

Employee engagement 98

Employee engagement Technology Personalization voip 98

DMG Consulting

FEBRUARY 19, 2024

The Conference Board’s 2023 job satisfaction study of U.S. The Conference Board’s study of findings highlighted three critical factors that executives and contact center leaders should pay close attention to, specifically: Women are much less satisfied with their jobs than men. However, other reports show U.S. job satisfaction is up.

Contact Center 48

Contact Center Consulting Consulting Analytics 48

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 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

MARCH 10, 2015

The post 6 Steps to a Great Apology appeared first on Beyond Philosophy.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

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

Verint

JUNE 7, 2017

Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees.

Journey mapping 32

Journey mapping Employee engagement Feedback Analytics 32

Rant And Rave

MARCH 12, 2019

Wondering what’s going on in the world of customer service, customer experience (CX) and employee engagement? The Upland Rant & Rave team were excited to spend the day discussing this very topic when we attended the annual Institute of Customer Service conference last week.

Employee engagement 40

Employee engagement Customer Experience Customer Service 40

CX Global Media

APRIL 27, 2017

However the use of gamification tools in employee experience and performance has really just begun to emerge. For decades contact centers have explored ways to turn the tide of low employee engagement and low morale. And it’s rising quickly. It’s effect on agent productivity can be debilitating. About FidoTrack.

Gamification 227

Gamification Call Center Morale Contact Center 227

Fonolo

OCTOBER 26, 2022

Conferences. Gallup released an article about employee engagement measures in the workplace. One statement that promotes engagement is: “My supervisor, or someone at work, seems to care about me as a person.”. You might even consider hiring a field expert for a workshop. Job shadowing. Create a Welcoming Workplace.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Verint

APRIL 10, 2018

You can still find ways to tap into your inner cowboy while attending the Verint Global Customer Conference in the Big D, May 14-17. The Engage18: Global Customer Conference is all about making connections, right? So after the conference, why not take your new-found connections over to The Standard Pour. Engage18: On The Inside.

Employee engagement 26

Employee engagement Contact Center Call Center Analytics 26

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Nicereply

JANUARY 9, 2020

Front’s team of 150+ employees in the US and Europe supports more than 5,000 businesses across the globe. Valuing transparency and alignment as key drivers of employee engagement and happiness, Front is on a mission to help teams everywhere do their most meaningful work. Front does a number of things to motivate their team.

Feedback 98

Feedback Employee engagement Surveys Customer Support 98

NICE inContact

OCTOBER 24, 2018

We hear it every year: The NICE inContact CX Excellence Awards program is one of the favorite events at our Interactions conference. Best Employee Engagement. You’ll receive a complimentary full conference pass just for making a submission. Best Customer Experience. Best Business Impact. Rookie of the Year.

Employee engagement 48

Employee engagement Customer Experience 48

Toister Performance Solutions

AUGUST 30, 2018

One customer service team leader wanted employees to focus on outstanding customer service, so he set this goal: Customer service representatives who earn a satisfied rating on 95 percent or more of their customer service surveys each month will receive a $100 bonus. The result was exactly the opposite of great service.

Customer Service 144

Customer Service Advertising Technical Support Surveys 144

Toister Performance Solutions

OCTOBER 28, 2021

I had just met him at a conference. Skill #2: Engage employees The second skill in leadership is to make sure everyone understands the vision. This is the true essence of employee engagement. Employee engagement, like leadership, suffers from having too many definitions. "How do you define leadership?"

Employee engagement 71

Employee engagement Customer centricity Metrics Customer Service 71

Call Experts

JANUARY 8, 2020

6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Summer Conferences for Medical Professionals and Equipment Providers. Summer HR Conferences. Customer Support and Call Center Conferences 2018.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

Customer Relationship Metrics

NOVEMBER 4, 2016

Justin Robbins Contact Center & Conference interview takes me back to kindergarten – Click to Tweet. Justin Robbins of ICMI spoke about the three themes for the Contact Center Demo & Conference (CCDemo) meeting in Dallas, in his interview with our Jim Rembach , that fit into the veterans’ view of the industry.

Employee engagement 55

Employee engagement Coaching Analytics Contact Center 55