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.

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

COPC

NOVEMBER 2, 2022

Most organizations realize that customer experience (CX) is a key differentiator, particularly with growing competition and customer expectations. Companies with highly engaged employees outperform their competitors and have higher retention with lower absenteeism. Get Employee Engagement Research Insights.

Employee engagement 90

Employee engagement Brand ambassadors Surveys Contact Center 90

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. It was dubbed: On Brand, All Day, Every Day.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Employee engagement 87

Employee engagement Coaching Business Process Outsourcing Feedback 87

Satrix Solutions

APRIL 6, 2020

By openly encouraging employees to make these types of activity-based donations an organization can bolster its customers’ experiences and mature them to a new level of loyalty and satisfaction. But let us not forget, the most important reason to volunteer, is because it’s quite simply the right thing to do.

Employee engagement 137

Employee engagement Customer Experience Advertising Banking 137

bold360 Blog

JANUARY 22, 2020

But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. Of course you want the customer experience to the best it can be. And yes, we’re talking all employees. Empowering Frontline Employees.

Employee engagement 76

Employee engagement Customer Experience Technical Support Chatbots 76

Contact Center Pipeline

JULY 11, 2018

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience.

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Employee engagement Contact Center Schedule adherence Morale 133

24-7 InTouch

MAY 15, 2023

BOGOTA, COLOMBIA – MAY 15, 2023 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won Gold for Best Employee Engagement Strategy at the Customer Experience Interaction Awards on May 11 in Cartagena, Colombia.

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Employee engagement Customer Experience Business Process Outsourcing outsourcing 52

Beyond Philosophy

MARCH 19, 2015

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% Those question are: 1) Really? correlation.

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Employee engagement Customer Experience Consulting Consulting 261

Win the Customer

DECEMBER 31, 2013

Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended'

Employee engagement 143

Employee engagement Customer Experience Management 143

delighted

JUNE 22, 2021

In a world where buzzwords seem to fluctuate daily, employee engagement remains one of the hottest topics in HR after over two decades in the spotlight. What is employee engagement? Engagement is an attitude that employees form about their organization and their work. Why is employee engagement so important?

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Employee engagement Surveys Feedback Personalization 65

CCNG

OCTOBER 11, 2023

Do you think that employee has influenced your customer's experience on the phone? And the ramifications are that they are significantly less likely (58 percent) to purchase again and, if they were soured enough by their experience (62 percent) more likely to tell others to avoid buying from you, too. The answer is yes.

CCNG 195

CCNG Customer Experience B2C Finance 195

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Here are five ways to turn disconnected customers into loyal customers: .

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

COPC

SEPTEMBER 26, 2022

Global Insights for Integrating Employee and Customer Experience Strategies. a global customer experience (CX) consulting firm, announces the launch of its 14-part Employee Engagement Research Series. The first report provides a global view of employee engagement data and is now available at no cost.

Employee engagement 52

Employee engagement Business Process Outsourcing Benchmark Contact Center 52

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. To thread this needle, we’ve identified four key areas that, since being addressed, have led to elevated customer experiences: . Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

Beyond Philosophy

JULY 17, 2021

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Key Ideas to Improve your Customer Experience.

Marketing 273

Marketing Customer Experience Consulting Consulting 273

Etech GS

FEBRUARY 24, 2020

There isn’t a one-size-fits-all solution for engaging and motivating each member of a team, however; growing evidence suggests focusing on servant leadership, for all levels of the organization make a positive mark on employee engagement. Understanding Servant Leadership and Employee Engagement.

Employee engagement 90

Employee engagement Construction Coaching Management 90

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. If you're a longtime customer, you might be familiar with our iceberg philosophy: the feedback you hear directly is just the tip of the iceberg, there's a lot more going on underneath the surface.

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Employee engagement APIs Surveys Feedback 94

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee engagement 50

Employee engagement Customer centricity Customer Experience Contact Center 50

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

AUGUST 14, 2023

If new hires don’t receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers. Onboarding processes that quickly integrate new employees into the company culture are essential. Brands should aim to bridge the gap between their brand image and customer experience.

Marketing 156

Marketing Customer Experience Employee engagement Customer Service 156

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Be open to improvisation, encourage agents when they successfully go off script and consult your employees for script revisions and updates to improve both employee engagement and customer satisfaction across your organization. .

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Scripts Customer Experience Employee engagement Best practices 196

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. This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. At COPC Inc.,

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

COPC

NOVEMBER 18, 2022

The Southeast Asia (SEA) Employee Engagement Research Report is timely, providing an accurate view of the ever-changing contact centre agent environment. Talkdesk ® is a global cloud contact center leader for customer-obsessed companies. Employee Engagement Research appeared first on COPC Inc.

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Employee engagement Feedback Marketing Cloud contact 66

ForeSee

JANUARY 15, 2015

We recently presented new research that quantitatively validates the causal relationship between retail store employee engagement and customer satisfaction--and how that relationship drives business results. The post Retail’s Future: Where Customer Experience and Employee Engagement Converge appeared first on ForeSee.

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Employee engagement Customer Experience 105

CX Global Media

FEBRUARY 26, 2021

Many people talk about culture, employee engagement, and how. The post Influential Leadership- How to Inspire Others In Customer Experience appeared first on Customer Experience Strategy and Tactics. Influential leadership is well-rounded and transformational.

Customer Experience 156

Customer Experience Employee engagement 156

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. You must line up the external experience to the internal one.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

CCNG

NOVEMBER 9, 2022

High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Customer Experience Matters

JUNE 28, 2018

Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look… Video Script: Did you know that engaged employees are really, really valuable?

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Employee engagement Scripts Customer Experience 66