Customer Centric Employee Engagement


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


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

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CXNext Live: Good Employee Engagement = Good Customer Experience

bold360 Blog

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.

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.

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.

Engaging Employees at Any Distance

Taylor Reach Group

How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. ‘ By Peg Ayers.

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.

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.

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.

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.

“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%

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.

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.

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.

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.

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.

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.

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.

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.

How to Be Ready to Serve Customers in the New Normal

Integrity Solutions

What’s next – in how we’ll serve customers, lead teams, and collaborate with each other? Originally Published As a Guest Blog on By Mike Fisher.

Sales 73

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.

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.

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. The Taylor Reach Group (TRG) is often asked by clients to create action plans to increase employee retention in these challenging times.

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 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?

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.

Millennial Myths & The Call Center

Taylor Reach Group

41% of Millennials agreed with a statement that Employees should do what their Manager tells them, versus only 30% for each the Gen Xers and Baby Boomers. By Colin Taylor. I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials.

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.

What is Customer Experience Collaboration?


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.

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.

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

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.,