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

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Involving your agents in script writing, whether they are in person or remote, improves their confidence and buy-in. Do they interact with the customers in a personable and effective manner?

Scripts 198

Scripts Customer Experience Employee engagement Best practices 198

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors. Organizations that are centered around their customers know that it’s not a part-time role.

Employee engagement 59

Employee engagement Customer centricity Consulting Consulting 59

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors. Organizations that are centered around their customers know that it’s not a part-time role.

Employee engagement 54

Employee engagement Customer centricity Best practices Consulting 54

COPC

JULY 23, 2021

. “During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. At COPC Inc.,

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

Call Experts

MAY 30, 2019

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. Technology influences employees.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. Giving credit and acknowledging the team’s efforts along the way, not just when a project is completed, boosts engagement.

Employee engagement 209

Employee engagement Surveys Consulting Consulting 209

Taylor Reach Group

MAY 14, 2020

According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. Connecting with employees is always step one.

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Employee engagement Consulting Consulting Coaching 171

COPC

APRIL 1, 2024

Personalized Agent Training The adoption of digital gamification is a major component of this change. In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

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

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. How Storytelling Creates Engaged Employees. This is important because employee engagement overall is abysmal.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

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. Employee Ambassadors Help Create a Positive Social Media Presence.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. This release delivers the perfect combination of conversational AI, orchestration tools and industry expertise to enable organisations to create customer and employee conversations.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

Beyond Philosophy

FEBRUARY 5, 2015

In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another. Advanced Customer Experience Management.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Call Experts

OCTOBER 23, 2019

Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Customer service teams must be developed to offer scalable personalized support. How to Provide Personalized Customer Service. 6 Key Benefits of Employee Call Off Lines.

Personalization 53

Personalization Customer Service outsourcing Self service 53

Taylor Reach Group

JUNE 12, 2020

A person’s name is to that person the sweetest and most important sound in any language.”. – Dale Carnegie . 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. By Peg Ayers. “A meaning, “Do you speak German?”

Employee engagement 134

Employee engagement Consulting Consulting Personalization 134

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” Southwest Attacks Its Late Problem Head-on with Its Customers. I know that! WHY was it late is always my thought….

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

DECEMBER 20, 2017

STAN: What do you think of a person who only does the bare minimum? Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. STAN: Yeah. Let me ask you a question, Joanna. JOANNA: Umm-hmm. JOANNA: Huh.

Employee engagement 171

Employee engagement Customer advocacy Consulting Consulting 171

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 10, 2015

Apologize in person. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. She gives us all a great list that includes: Act quickly. Explain what happened.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. Research has shown that both positive and negative emotions pass easily from one person to another – even over phone calls and social media , and even when neither party is aware it is happening.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

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

JULY 22, 2021

Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. As I have written before, a Customer Experience is an entire interaction that a person has with the organization, including the rational, emotional, subconscious, and psychological aspects.

Marketing 222

Marketing Customer Experience Finance Consulting 222

Beyond Philosophy

MAY 31, 2016

Such an individual—let’s call this person a chief customer officer—is missing from the organization chart of many companies. Employee Engagement: Putting the Cart Before the Horse? Core Elements of Employee Engagement. Customer Centric Employee Engagement.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Real Blue Sky

NOVEMBER 21, 2023

Personalized interactions that make customers feel valued can transform a one-time buyer into a lifelong patron. Loyalty incentives, such as rewards programs or exclusive offers, add another layer of engagement, giving customers a tangible reason to return. Employee engagement and retention are the heartbeats of any organization.

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Employee engagement outsourcing Upselling Customer retention 105

Beyond Philosophy

JULY 24, 2017

Among its perks, the program ensures that you only have to deal with one person throughout your transaction. If you can afford its Black Label program, sales people come to you, and you deal with one person from beginning to end. Improve your employee engagement and your subsequent customer experience.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., then it will reflect in your employee’s behavior towards customers.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

Beyond Philosophy

FEBRUARY 27, 2017

Start by engaging the employees. In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. Researchers have found that an engaged employee is essential to success in the global economy.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Beyond Philosophy

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat. They might even encourage the use of Skype! Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

NOVEMBER 22, 2017

Orientation : In this stage, the employee settles into the job, integrates with the corporate culture, familiarizes himself/herself with coworkers and management, and generally establishes his/her role within the organization. Career Development : In this stage, the employee matures in his/her role in the organization.

Banking 225

Banking Enterprise Consulting Consulting 225

Beyond Philosophy

NOVEMBER 14, 2017

Specifically with regard to ambassadorship at Virgin, and how it is built on emotional sensitivity, Colin determined that two key values are generated by linking employee and customer experience: “First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. As Customer Experience consultants, we see this all the time.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

Beyond Philosophy

NOVEMBER 24, 2015

What I have done to good effect is to get different people from across the organization to interview the person as well. However, I am okay with that because they are also the most likely to develop Employee Engagement , an essential ingredient to delivering on the Beyond Philosophy brand promise. Positive Attitude. Initiative.

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

COPC

FEBRUARY 6, 2023

You may also like the following: Developing a Strategic Vendor Management Framework The top six benefits of creating and deploying a balanced scorecard for performance management: Increase Employee Engagement Qualitative and well-designed balanced scorecards are an effective tool to improve employee engagement indirectly.

Management 79

Management Employee engagement Metrics Contact Center 79

Call Center Weekly

OCTOBER 30, 2017

Experts suggest we learn in a variety of ways: Visual Aural (auditory-musical) Verbal Physical Logical Social Solitary These alternatives training opportunities may be appealing to those who do not do well in a formal setting, thus making the learning and development process more personal! Connect with me on LinkedIn and Twitter.

Government 240

Government Contact Center Consulting Consulting 240