Customer Centric Employee Engagement


Customer Centric Employee Engagement Lynn Hunsaker. At USAA, which provides insurance solely to military families, customer-centricity is built by stepping into their customers’ boots – during new-hire orientation, employees strap-on a military helmet, 65 pound backpack and flk vest, to build empathy for customers. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative.

The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

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. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Combining the Customer and the Employee Experience.

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CXNext Live: Good Employee Engagement = Good Customer Experience


You’ve heard it before: happy employees make happy customers. But what are you doing – really doing – to support the employee experience (EX)? But focusing on better employee engagement can in turn lead to better customer engagement. Empowering Frontline Employees.

Customer Centric Employee Engagement


Customer Centric Employee Engagement Lynn Hunsaker. At USAA, which provides insurance solely to military families, customer-centricity is built by stepping into their customers’ boots – during new-hire orientation, employees strap-on a military helmet, 65 pound backpack and flk vest, to build empathy for customers. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative.

When Employee Engagement Goes Wrong

CSM Magazine

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Many times, these programs become a flash-in-the-pan, not truly geared towards building a healthy organizational culture, but a reaction to when employees are disengaging and attrition numbers are up.

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

Beyond Philosophy

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” These employees start their work day, they perform their job at acceptable levels, and they go home. Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions.

Incentives and your Customer Experience

Taylor Reach Group

“Make your employees happy and they will make your customers happy.” The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is well established that employees expect to get paid for the work that they perform.

The Importance of Human Connection in a Remote Workplace

Taylor Reach Group

Some will allow their employees to ‘Work-From-Home’ permanently, others ‘indefinitely’ or if the employee chooses to do so. Other employers will allow employees to work-from-home provided the role allows it. by Patricia Ballantyne.

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive.

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

Beyond Philosophy

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Its foundation of employee satisfaction is built on shifting sand. What’s true for customer attitudes relative to behavior can also be applied to employees. Employee Engagement: The Domino Effect on Customers.

Employee engagement trends that lead to company growth!

Call Experts

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. Here we are going to talk about top employee engagement trends that can help lead your business. Get employee feedback. Technology influences employees.

Two Surefire Mistakes to Avoid

Taylor Reach Group

When agents recognize that their income and/or upward mobility is threatened, their morale, engagement and employee satisfaction will drop, as will their commitment to helping customers. Happy employees are required to create happy customers. By Colin Taylor.

Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Taylor Reach Group

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers. Additionally, this will support increased customer satisfaction as well as employee engagement and satisfaction”, continued Taylor.

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

Beyond Philosophy

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% between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Employee Engagement Reaches Three-Year High.”

3 things your contact center should be doing in 2020

Taylor Reach Group

Engage. Listen to what your contact center employees are saying. When you do, chances are you’ll hear them opine about fair-wages, fair-scheduling, and fair-work environments – all of which are growing areas of discontent for front-line employees. by JD Fairweather.

Fabulous 10 Ideas to Develop Employee Engagement in the Call Center

Dialer 360

Call center team engagement isn’t a science. These are engaging an organization’s talent. At the essential part of rep’s engagement is similar to any industry. They are failing to offer an engaging, challenging and attractive workplace. They are holding that position and imagine it does to the employees. The fantastic ideas about employee engagement are here. Why Is Employee Engagement Important Topic Today?

Is your Quality Assurance Arrogant?

Taylor Reach Group

To find out more about how Taylor Reach can help your company with quality assurance, CLICK HERE to schedule a free consultation. Is your Quality Assurance Arrogant. By Colin Taylor. I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers.

Where are My Friends? Adjusting to Life as a Leader

Taylor Reach Group

Just CLICK HERE to schedule a free consultation. Agent Experience Employee Engagement Employee Experience Leadership WFM #callcenter #callcenterDIY #callcentre #cctr #contactcenter #contactcentre #custexp #custserv #Cx call center Call Center Consulting Contact Center Management

Combating the High Agent Turnover Crippling US Contact Centers

Taylor Reach Group

The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. New hires identified through employee referrals typically have higher engagement and job satisfaction, leading to greater employee retention.

Guest Post: Be The Best Decision Your Employees Ever Made


He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. Employees want something to brag about. Employees are hearing misinformation at an alarming rate from all directions which is feeding their fear and anxiety and allowing them to imagine the worst.

5 Myths about Employee Engagement Most Bosses Believe (and How to Break Them)


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. Unfortunately, we can observe many myths that arose around employee engagement over the years. Employees are happy because they’re lazy and don’t do much.

Are Your Employees Brave?

Taylor Reach Group

Not everyone wants brave employees in their contact center. Subservient employees are less trouble to manage. In short, an unmotivated manager wants employees who don’t rock the boat. Why does it require brave leaders to create brave employees? By Peg Ayers.

5 Top Customer Service Articles for the Week of November 26, 2018


Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Am I your employee?

Are Your Hours of Operation Appropriate?

Taylor Reach Group

From the simple, “will the employee entrance be unlocked at the start of the new operating hours?” To find out more about how Taylor Reach can help your company with Hours of Operation, CLICK HERE to schedule a free consultation. By Colin Taylor. I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.”

Remember My Name!

Taylor Reach Group

Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. My relationship with Deb began, as it did with each employee, when I met her on her first day. Employee engagement begins with connections and using people’s names is the first step to making those lasting connections. Just CLICK HERE to schedule a free consultation. By Peg Ayers. “A

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Philosophy #5: Getting employees on board is critical to your successful Customer Experience. Making sure that your employees believe in your brand promise, are trained properly on how to deliver it, and are invested in its success enough to do what it takes to achieve it is critical to having a Customer Experience that surprises and delights customers. Colin is an international author of four best-selling books and an engaging keynote speaker.

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

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.

Contact Center Retention: Get Ahead of Trouble by Pinpointing Front-Line Staff Concerns

Taylor Reach Group

Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they have to replace. The Taylor Reach Group (TRG) is often asked by clients to create action plans to increase employee retention in these challenging times.

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

Beyond Philosophy

This customization requires a great deal of emotional intelligence and training in your Customer-facing employees. Hiring Customer-Ready Employees. Colin is an international author of four best-selling books and an engaging keynote speaker. Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

6 Steps to a Great Apology

Beyond Philosophy

Colin is an international author of four best-selling books and an engaging keynote speaker. Blogs Customer Retention CEM CEO Conferences consultants consumer behaviour Customer Behaviour customer experience books customer experience industry customer experience management customer experiences Customer Mirrors customer research customer service Emotional Signature employee engagement Events & News experts insights subconscious experience Thought Leadership

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

As they stated, right up front (Chapter 1, page 4): “What we call a humanistic company is run in such a way that its stakeholders—customers, employees, suppliers, business partners, society, and many investors—develop an emotional connection with it, an affectionate regard not unlike the way many people feel about their favorite sports teams. Also, how much influence do your employees have on customer value perceptions and loyalty behavior through their day-to-day interactions?

5 Ways to Improve Engagement

Contact Center Pipeline

Universities, consultants, authors and experts all have a lot to say about employee engagement. It comes right from the source—the employees themselves. Agent Engagement call center contact center employee empowerment employee engagement recognition training work-life balanceThe attention paid to this topic is encouraging, as it is a critical ingredient in a high-performing company. The best insight, though, does not come from the experts.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Colin is an international author of four best-selling books and an engaging keynote speaker. There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US.

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

Beyond Philosophy

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion. Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born.

How to Be Ready to Serve Customers in the New Normal

Integrity Solutions

Blog Customer Service Sales Performance Consultative Selling customer engagement Customer Experience employee engagement employee experience Sales Coaching sales culture sales effectiveness sales performance sales skills sales teams Sales Tips sales training selling culture selling skills selling tips solution selling Teams performanceWhat’s next – in how we’ll serve customers, lead teams, and collaborate with each other?

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5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

Colin is an international author of four best-selling books and an engaging keynote speaker. Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. It’s a simple concept, really. Simple yes… but is it happening? Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it.

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? For example, a lifestyle and weight management service company might work curation into their engagement program by having members compete by creating perfect combinations of healthy foods for breakfast, lunch and dinner, or special events like parties. Michael Lowenstein, Ph.D.,

How to Make or Break Your Customer Experience

Beyond Philosophy

Colin is an international author of four best-selling books and an engaging keynote speaker. All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability. The first, a B2C example, involves a major player in the cable television industry.

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