CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. Lezli Harrell, Vice President at COPC Inc.,

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

bold360 Blog

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. More products and services mean more complexity for employees to handle.

Employee engagement 76

Employee engagement Customer Experience Technical Support Chatbots 76

CSM Magazine

APRIL 9, 2019

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. Employees grew to despise the company. Recognition Gone Wrong.

Employee engagement 40

Employee engagement Healthcare Feedback Banking 40

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

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

CCNG

JUNE 26, 2020

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. Fully engaged employees and customers translate into greater profit and success for your company.

Customer centricity 184

Customer centricity Employee engagement Coaching Consulting 184

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.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. How to Measure Customer Emotions. Opportunity for career growth. Good relationship with senior management.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

ShepHyken

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. Here are a few ideas on how to retain those happy customers. They tell others.

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. As Customer Experience consultants, we believe in servant leadership.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Our four-part online Employee Engagement course covers the employee ambassador concept.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. Because the employees have only been given the job description, what we want them to achieve in their daily work. We haven’t taught them how to deliver the Customer Experience we designed.

Employee engagement 281

Employee engagement Consulting Consulting Call Center 281

CCNG

OCTOBER 14, 2021

Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. They not only know their product or services, but they also possess a rolodex of other industry contacts for you to consult. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Beyond Philosophy

JULY 5, 2017

instead of a bunch of vaguely inspirational words reminding me how far I had yet to go. But I see the same thing in the businesses we help at our customer experience consultancy. Ask Your Employees. I’ve often found that employees are more than willing to take action to improve customer interactions. Recruiting Now!

Morale 324

Morale Consulting Consulting Employee engagement 324

JustCall

MARCH 14, 2023

Each employee should know what is expected from them. B) Provide Regular Feedback and Recognition Regular feedback plays a significant role in ensuring employee engagement. Employees feel valued when the work they put in is validated. This helps boost employee productivity, as happy employees are productive employees.

Gamification 52

Gamification Call Center Morale Contact Center 52

JustCall

MARCH 10, 2023

Examples of Help Desk Workflow Process Here are a few help desk workflow processes that shed light on the subject: Employee engagement Employees are often in the dark about the perks, benefits, and entitlements while working in an organization. Examples & How to Create One) appeared first on.

Employee engagement 40

Employee engagement Self service Consulting Consulting 40

Beyond Philosophy

JANUARY 12, 2015

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.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

ShepHyken

JULY 9, 2019

They discuss how to create and cultivate the core values and culture that keep companies strong. This helps with employee engagement because it makes them feel involved and valued. About : Michelle Hayward is the CEO of brand and growth consultancy Bluedog Design. The Five Core Values of Company Culture.

Employee engagement 282

Employee engagement Accountability Consulting Consulting 282

Beyond Philosophy

AUGUST 16, 2017

This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers. In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors (Advocates).

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

JANUARY 10, 2018

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Enterprise 150

Enterprise Employee engagement Consulting Consulting 150

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. Our customer experience consultancy recognizes that employee attitudes are a key component of a successful customer experience. How Not to Engage Employees: Telecoms Lead the Way Again.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They do not complain.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302

Dialer 360

JANUARY 8, 2019

The fantastic ideas about employee engagement are here. Why Is Employee Engagement Important Topic Today? Employee engagement is getting a lot of consideration right now. Usually, there is even more focus on how to do the work. This is with more meaningful work atmosphere with employees.

Employee engagement 23

Employee engagement Call Center virtual call center Surveys 23

Beyond Philosophy

MARCH 19, 2019

Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. When you are looking at how to deliver an Innovative Customer Experience, you have to consider a few things: Which experiences have surprised you in the past and how did they contribute to your customer loyalty?

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

BlueOcean

OCTOBER 17, 2019

Whether you engage a consultant for this phase or handle the research within your own team, you need a clear picture on the “must haves” from your language needs and location preferences to the industry experience you’d like to see in a partner. Grab your copy today. Get your customizable RFP template now.

Contact Center 59

Contact Center outsourcing Consulting Consulting 59

Beyond Philosophy

NOVEMBER 12, 2015

While you can train your employees how to respond to rude employees, there isn’t that much you can do about the Customers. I am going to be speaking about this at Customer Engagement Summit in London on November 26th. Employee Engagement and ROI: Are Your Employees Happy and Motivated?

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. But many others look to technology. What about your company?

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. Happy employees make happy vacationers. Having employees that are engaged and ready to deliver is critical. I marvel at how quickly an experience can go poorly at many hotels.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Beyond Philosophy

FEBRUARY 6, 2019

There is a scarcity of knowledge on how to do better work in Customer Experience. It requires more than surveys or changing how you answer the phone. As Customer Experience consultants, we see this all the time. As Customer Experience consultants, we see this all the time. Recommendation #2: Make your business case.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Taylor Reach Group

SEPTEMBER 3, 2021

The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon. It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Russel Lolacher

MARCH 6, 2023

In this episode of Relationships at Work, Russel chats with author, speaker and age inclusivity advocate Patti Temple Rocks on ageism in the workplace, what it look like and how to address it. A few reasons why she is awesome — she is a speaker and consultant with 4 decades of experience in marketing, PR and advertising.

Advertising 98

Advertising Personalization Consulting Consulting 98

Nicereply

SEPTEMBER 8, 2022

The ‘The Employee Experience Index’ study by IBM Smarter Workforce Institute defines employee experience as: “A set of perceptions that employees have about their experiences at work in response to their interactions with the organization.”. Employee Experience vs Employee Engagement.

Customer Experience 78

Customer Experience Employee engagement Customer centricity Surveys 78

Beyond Philosophy

JULY 22, 2021

Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. Sherman describes the purpose of Doing CX Right as helping people understand how to differentiate their brands through their experiences by making real human connections. . These discussions are fun.

Marketing 221

Marketing Customer Experience Consulting Consulting 221

CX Global Media

OCTOBER 10, 2018

How to identify ongoing resources to provide a continuous learning environment for leaders. Now an independent consultant, she is a popular speaker at industry conferences and continues to write for many industry publications. How to Build a Contact Center Dream Team. Assessing your current supervisory knowledge and performance.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419