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.

Customer Centric Employee Engagement

ClearAction

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.

Customer Centric Employee Engagement

ClearAction

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. Customer-Centric Culture customer-centricity employee engagement

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.

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.” Michael Lowenstein, Ph.D.,

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.

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

Is this the secret to employee engagement? 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. I would equate this to employee ownership.

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.

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Philosophy #5: Getting employees on board is critical to your successful Customer Experience. Colin is an international author of four best-selling books and an engaging keynote speaker. There are many philosophies out there.

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.

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.

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.

6 Steps to a Great Apology

Beyond Philosophy

Colin is an international author of four best-selling books and an engaging keynote speaker. Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online.

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.

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.

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?

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.

Top Tier Customer Experience a Key Focus for new Taylor Reach Senior Consultant Patricia Ballantyne

Taylor Reach Group

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. The Taylor Reach Group, Inc.,

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.,

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.

B2C 221

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned. Wegmans invests a tremendous amount in employee training. Michael Lowenstein, Ph.D.,

Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release.

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

Many organizations recruit employees for their technical competence. Colin is an international author of four best-selling books and an engaging keynote speaker. The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK.

Costing Attrition

Taylor Reach Group

To find out more about how Taylor Reach can help your company with costing, attrition, agent retention, and training, CLICK HERE to schedule a free consultation. agent attrition Contact Center Employee Engagement Employee Experience Occupancy retention Turnover

What is Customer Experience Collaboration?

ClearAction

Having a hand in making the company popular is a higher purpose that unifies employees and propels their productivity and tenure. This is how employee engagement takes on much greater significance for customers and employees and investors alike.

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

ShepHyken

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?

Bad Feedback Is the Best Feedback. Are You Listening For It?

360Connext

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Your employees hate their jobs.

What Kind of Customer Experience Leader Do You Need to Be?

360Connext

appeared first on Customer Experience Consulting. Blog Customer Experience CX Day data employee engagement innovation leadership metrics successThe job descriptions for a customer experience leader vary between tactical analyst and strategic overlord.

An Alternative Approach to Agent Training

Call Center Weekly

I have led or consulted contact centers of various sizes across numerous industries. CCW employee engagement Employee Experience Learning & Development People Management

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. There are call centers that truly understand the challenging work of agents, and recognize ways to engage and inspire agents to counter the undesirable impacts. By Francis Cyriac.

Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. Moreover, employee retention on the front line continues to be a problem.

10 Silos Impact Customer Experience

ClearAction

This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Who Really Delivers Your Brand?

CCNG

A few years ago, I was doing consulting work for a well-known department store chain. → Customer Service Employee Engagement featuredThey were doing well and were also looking to cut costs. One of the ideas was to contract out their delivery drivers. After some discussion about the numbers, I suggested that doing so would be a mistake. Their customers only … Continue reading Who Really Delivers Your Brand?

Preparing New Agents for Customer Service Success

Call Center Weekly

I look at how engaged they are, how quickly they grasp the material, and I keep track of the questions they ask. I have led or consulted contact centers of various sizes across numerous industries.

A Leadership and Service Lesson Via a Breakfast Sandwich

Call Center Weekly

I have led or consulted contact centers of various sizes across numerous industries. CCW employee engagement leadershipBy Sean Hawkins I woke up late and was pressed for time. All I wanted to do was get into the office at a decent hour!

Five Tips To Boost Agent Success

Call Center Weekly

I have led or consulted contact centers of various sizes across numerous industries. agent experience CCW employee engagement Employee ExperienceBy Sean Hawkins On a daily basis, call center managers are inundated with data, decisions, escalations and reports.

An Effective Approach to Employee Development

Call Center Weekly

By Sean Hawkins Employee development is very important to me. Whenever I am asked how to implement an employee development program, my answer is always the same, “begin at the beginning”! Start with the employees first, and then build your program.

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

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. All employees have the responsibility of providing customer value. Employee engagement and ambassadorship: linking to customer behavior.

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

If the culture is misaligned, though – if priorities are skewed, if there is distrust between leadership and employees, if there are significant obstacles to cooperation across departments, if employees don’t feel valued and morale is low – the impact on customer service is direct and immediate.