Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

Customer Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment. Highlights Read More.

Employee engagement 50

Employee engagement Surveys Customer Experience Benchmark 50

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? The post Customer Centric Action Plans appeared first on ClearAction Customer Experience Consulting. Originally published by MyCustomer.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Be worthy of their esteem.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

C3Centricity

FEBRUARY 27, 2024

Faster Implementation : Another research study from McKinsey indicates that atomic changes can be implemented 30% faster, on average, than large-scale transformations. Google’s “20% Time” policy is a famous example of fostering employee engagement through atomic changes.

Employee engagement 90

Employee engagement Surveys Enterprise Marketing 90

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. A 5-step roadmap to get you started.

Customer retention 90

Customer retention Employee engagement Customer centricity Metrics 90

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Beyond Philosophy

NOVEMBER 10, 2014

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. Your existing customers are far easier to upsell.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 29, 2014

Some studies suggest that losses are twice as powerful, psychologically, as gains… Note that whether a transaction is framed as a loss or as a gain is very important to this calculation: would you rather get a $5 discount, or avoid a $5 surcharge? The same change in price framed differently has a significant effect on consumer behavior….

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

MAY 31, 2016

The extent of their role and impact needs to be better understood, but employee satisfaction isn’t the best way to do it. Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

DECEMBER 20, 2017

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. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 171

Employee engagement Customer advocacy Consulting Consulting 171

The Petrova Experience

JULY 20, 2023

We see that, when it comes to providing continuity of service through long-term employees, the hospitality industry is struggling. But there is a way to help keep those employees. Further, the study reports 75% of employees with development opportunities are likely to stay with their employer for an additional five years.

Customer centricity 40

Customer centricity Employee engagement Engineering Management 40

Beyond Philosophy

JUNE 12, 2015

Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience. Reserve your spot today!

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

ClearAction

SEPTEMBER 25, 2022

When you understand how leading indicator CX metrics drive financial growth, then you see how CX improvement and design are necessary to “move the needle” Employee engagement needed for improvements and design shows you what is needed as motivation in culture and accountability. CCXP Struggles.

Journey mapping 62

Journey mapping Metrics Accountability Surveys 62

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Customer Interactions

JULY 7, 2015

If you spend half-an-hour Googling “Voice of the Customer business impact,” you’ll no doubt stumble across the much discussed link between customer advocacy (often referenced in terms of Net Promoter Score™) & bottom-line revenue. Regardless of whose study you read, you’ll get an impressive and perhaps surprising-looking figure.

Employee engagement 28

Employee engagement Customer advocacy Customer centricity Marketing 28

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ClearAction

JUNE 8, 2015

A study by ClearAction shows that coordination among managers of various aspects of CX is one of six success factors for holistic CX management and strong business results. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan. Empowered CX Teams.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

CX Journey

MARCH 12, 2015

The two terms are related, and they’re both elements of customer experience improvement. Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. And so the cycle will continue. Particularly their alignment.)

Employee engagement 66

Employee engagement Customer centricity Entertainment Airlines 66

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer-Focused Marketing.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Maru Group

OCTOBER 10, 2019

Customer satisfaction vs. customer centricity. It was great to see customer insights and research becoming more central to decision-making. As an industry, the focus on the customer is moving beyond just CSAT scores towards true customer centricity. Employee engagement vs. inertia.

Employee engagement 40

Employee engagement Customer centricity Personalization Marketing 40

Netomi

NOVEMBER 23, 2022

Customer experience is important because it can have a significant impact on a company’s bottom line. Studies have shown that companies with a strong customer experience have higher customer loyalty, which leads to increased sales and revenue. What are the benefits of providing excellent customer experience?

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

Tenfold - Contact Center Blog

AUGUST 10, 2018

While it might seem like it’s back-breaking to get a customer to buy, today’s empowered customer is also loyal–as long as they get their money’s worth. Businesses love to declare they’re customer-centric but fail to keep their customers. This involves being open to criticism from employees and peers.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Although I was studying accounting and finance at the time, I started out in sales and marketing. Was HP a customer focused organisation at that time?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Playvox

SEPTEMBER 30, 2021

Employee Engagement. According to a McKinsey study , engaged contact center employees are 8.5 Driving sales and providing great customer experiences requires an employee engagement strategy for your agents and supervisors to retain them and keep performance high. bad link]].

Gamification 52

Gamification Call Center Contact Center Coaching 52

Integrity Solutions

JULY 13, 2020

Ambitious employees want to work for companies that have a strong vision and committed leadership. Companies that invest in building a customer-centric sales and coaching culture have much higher rates of employee engagement, loyalty and productivity. They’re also more likely to attract and retain the best talent.

Sales 104

Sales Coaching Customer centricity Employee engagement 104

PeopleMetrics

MAY 15, 2015

By recognizing that poor-quality touchpoints can tarnish overall customer opinion, you can create more informed and cohesive customer experience strategies. Employees have to be motivated to go the distance for your customers. Deliver a noteworthy experience every time.

Customer Experience 104

Customer Experience Customer advocacy Employee engagement Feedback 104

Customer Relationship Metrics

JULY 26, 2017

In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). A sense of ownership is a required component to experience engagement. And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

ClearAction

JANUARY 12, 2022

“They put the customer first and invest in their employees and communities. Standout firms outperformed the S&P 500 by an 8-to-1 ratio in a study of companies that aligned the interests of all stakeholder groups , cited in the first article of this series. Examples of achievements that grew customer trust: 11.

Government 62

Government Enterprise Customer centricity Banking 62

Horizon CX

MARCH 25, 2019

This involves being open to criticism from employees and peers. In customer-centric organizations, issues are resolved with the customers’ best interests in mind. Great customer experience is an organization-level pursuit. Leaders who reach out to their employees improve employee engagement.

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

Callminer

OCTOBER 3, 2019

.” – Tim Cook, as told to Catherine Clifford, 5 traits Tim Cook looks for in an Apple employee , Make It (CNBC); Twitter: @CatClifford. . Keep the three key factors of employee engagement in mind. Shannon, Kevin Kruse’s Quick Tips for Employee Engagement , TINYpulse; Twitter: @Kruse. .

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

The Petrova Experience

DECEMBER 8, 2022

Sheth, provides eye-opening quantitative analysis of the impact of customer experience on an organization’s financials. To study the impact of customer experience on ROI, Sisodia, Wolfe, and Sheth identified a list of companies, including FedEx and Starbucks, that fit their criteria for “Firms of Endearment.”

Customer Experience 105

Customer Experience Self service Airlines Technology 105