5 Top Customer Service Articles for the Week of May 27, 2019

ShepHyken

Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. My Comment: Work on your employee engagement and you’ll have better customer engagement.

Using Journey Mapping to Understand and Measure Employee Engagement

Rant And Rave

Fewer than half of employees would recommend their employer to a friend according to Glassdoor. The Customer Journey Employee EngagementWould you? Or have you?

Customer Experience Journeys: Map for Actionability

ClearAction

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash?

3 Employee Engagement Best Practices You Can Learn From Customers

LiveChat

Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising.

The Case for Customer Experience Management

Verint

The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.

Three Simple Ways to Show Your Customers Some Love

Verint

Contact Centers Customer Satisfaction Customer Service Customer Experience Loyalty customer engagement optimization employee engagement Customer journeys Call Centers employee productivity digital Customer Journey Mapping customer loyalty customer engagement first call resolution average handle time customer focus contact center workforce productivity customer journey map back office customer journey analytics digital feedback call center digital feedback management customer journey maps

"Follow the Leader" Featuring Nate Brown

Call Center Weekly

He is known for bringing a unique energy to the table that engages employees and takes teams to the next level. CCW employee engagement leadership Learning & Development People ManagementHow do you ensure buy-in from your team?

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. Speaker Faculty on Leadership that Engages.

What is Customer Experience Collaboration?

ClearAction

When people from adjacent functions look at an end-to-end customer journey map , the severe need for extensive collaboration is obvious. Having a hand in making the company popular is a higher purpose that unifies employees and propels their productivity and tenure.

Customer Conferences: The Best Time of Year to Improve CX

Verint

From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a close look at our annual Engage customer conference through the lens of our CX program.

Customer Engagement LIVE! Executive Summary

Verint

Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives.

NGPX & CIO Summit Takeaways

Aspect

As health organizations embark on the task of total transformation of the patient and staff experience, planning and journey mapping is key. listen to me and engage me in my care. Aspect can help you analyze and improve your patient journey.

What Kind of Customer Experience Leader Do You Need to Be?

360Connext

Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. Blog Customer Experience CX Day data employee engagement innovation leadership metrics success

Are you Inside-Out or Outside-In? Designing a Customer-Focused Process

Beyond Philosophy

From senior executives on down the chain, every employee needs to believe that how you collect bills to label shipments to transferring calls affect the emotional Customer experience. Creation of a detailed Customer Journey Map that includes the emotions of the Customer at each moment. The typical journey map is usually insufficient. You must have a detailed map that has emotionally strategic goals plotted along the way.

10 Silos Impact Customer Experience

ClearAction

This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

The Best Time of Year to Improve CX: Customer Conferences

Verint

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees. At our company, we took a good, hard look at our annual Engage customer conference through the lens of our CX program.

Got Joy? Happiness Guru Shawn Achor to Speak at Verint Engage 2018

Verint

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

Customer Experience and Digital Transformation

CX Journey

It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines! At the same time, we talked about technology's impact on employee engagement and culture change.

The Employee Journey to a Better Customer Experience

CX Journey

How does ensuring your employees have a great experience translate into better service for your customers? customer experience customer service employee experience journey map

Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience?

3 Types of Customer Experience Action Essential to ROI

ClearAction

Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Employee Engagement: Living Your Brand Promise.

Customer Experience Handoff Silos are the Heart of Success

ClearAction

One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Interdependencies are horizontal along the customer experience journey. 6) Customer-Centric Employee Engagement.

How to Encourage Employees to Deliver Exceptional Customer Experiences

Satrix Solutions

Still, how can you make the process more meaningful for employees as well as improve their understanding of how they affect the customer experience? Aligning Employees Through “Line of Sight”. Customer Journey Mapping Exercise. Employee Engagement

What Kind of Customer Experience Leader Do You Need to Be?

360Connext

Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. Blog Customer Experience CX Day data employee engagement innovation leadership metrics successThe job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

How to Engage Employees in Your Customer Experience Strategy

CX Journey

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! When employees are in the know, they can commit and take ownership.

Treat Employees Better Than Customers

CX Journey

Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Customer Experience for the Future — Key #4: Collaboration Earns Trust

ClearAction

Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Customer experience journey maps have been instrumental in showing work groups the need for collaboration.

Stop Taking the Scenic Route with the Customer Journey

Talkdesk

Everybody talks about the “customer journey” these days. Customer experience vs. customer journey. Customer experience (CX), the trendy first cousin of customer journey, is all about how customers perceive your brand based on their interactions with you. CX is critically important as a driver for customer loyalty, brand recognition and sustainable growth—and yet, it’s just a subset of the overall customer journey. Think of the customer journey as a map.

What's the Meaning of All of This Employee Lingo?

CX Journey

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. Let''s start with Employee Experience. What is Employee Morale ?

10 Steps To Achieve Greater Customer Success

ProProfs Blog

Your brand should be able to engage your customers and help them throughout their journey of buying a product or service. You need to keep those needs in mind while you are engaged in your business activities; right from product development to marketing to customer service.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

Task: Identify a “gap” in the customer experience journey. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

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.

Improving Your CX One Employee at a Time

Beyond Philosophy

Employee Experience and Customer Experience are linked. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization. These same organizations would be wise to listen to their employees as well. Too many ignore their own employees’ opinions. By listening to them and acting, you improve employee engagement and what the VOE is saying. Engaged employees believe they contribute to the company’s success.

Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice

Taylor Reach Group

While The Taylor Reach Group, Inc., has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries.

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

Pointillist

I’ve also seen it start from HR because more and more companies are realizing that employee experience drives customer experience. It’s important to remember there are metrics on the employee side, as well, because employee experience drives the customer experience.

HOW TO PRACTICALLY CONNECT EX AND CX

CX Accelerator

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult.

Building Your Best Culture in 2019

CX Accelerator

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience.

CEO’s Guide to Growth through Customer Experience Alignment

ClearAction

This tends to create confusion among employees about what trumps what in a pinch. When customers leave, employees and investors still must be paid and may be forced to leave. This simplifies employees’ daily decisions in alignment with corporate strategy.