Beyond Philosophy

FEBRUARY 27, 2017

And frequent travelers will be able to put their elite membership status on hold rather than lose it when they take a break from travel. Frequent travelers told us they want more flexibility while less frequent travelers want to be able to use their Points in more ways and more quickly.”.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Beyond Philosophy

MARCH 5, 2015

Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. There are many details (read: hassles) before you travel.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

LiveChat

SEPTEMBER 16, 2016

Engagement is something that makes people go further, do a little more, try a little harder. An engaged employee is valuable for a company and is ready to work hard to generate profit. That’s why organizations come up with different employee engagement ideas to keep their motivation high.

Employee engagement 72

Employee engagement Feedback Morale Personalization 72

Jon Arnold

FEBRUARY 22, 2023

Lauderdale, and given my travel schedule, this is the first chance I’ve had to get this recap done. Last week was my fifth go-round as Chair of the Future of Work Expo in Ft. As good as the 2022 edition was, this was even better, and am expecting nothing less for 2024. David Jodoin

Employee engagement 130

Employee engagement Contact Center Time management Management 130

Beyond Philosophy

JANUARY 10, 2018

Consider the ways that employees make decisions on how to act (toward other employees and to customers (5 questions). Consider stakeholder-centric cultural effects on employee behavior (5 questions). Consider that employees, like customers, have a defined life cycle (5 questions).

Enterprise 150

Enterprise Employee engagement Consulting Consulting 150

SharpenCX

JULY 21, 2021

One example of this is shared by Marriott’s Global Chief Information Officer Bruce Hoffmeister : “We ask them to rank different travel scenarios and tell us what they’d be willing to pay more for or travel a bit further for, which helps us anticipate their needs.”. Marriott offers a full travel experience.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

Beyond Philosophy

MAY 31, 2016

Finally, for employee ambassadorship to thrive, humanity and leadership must be built into organizational DNA, and evident, everyday, throughout the enterprise. 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

ShepHyken

JUNE 26, 2023

Reason #4 Work-Life Balance – Travel, commute, or scheduling. Reason #5 Rewards – Only 9% of employees leave for a bigger paycheck. Employers may care about their employees, but the employees themselves may not know it. Reason #2 Job – Stress, lack of resources, training, and empowerment.

Surveys 156

Surveys Personalization Sales Customer Experience 156

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

VirtualPBX

APRIL 27, 2022

It costs less to hire people outside of your immediate area, as you don’t have to provide them with travel, entertainment, or transportation. Remotes also reduce overhead by not being tied to office space and potentially freeing up expensive office spaces for more employees. Remote culture boosts employee engagement.

Transportation 98

Transportation Entertainment Morale Employee engagement 98

Taylor Reach Group

SEPTEMBER 3, 2021

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. But these “perks” only contribute to job satisfaction and employee engagement; they should not be viewed as a trade-off for fair and equitable compensation.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Beyond Philosophy

MAY 19, 2015

For a fascinating description of how Walt Disney designed Main Street USA, read this article from Insightful Travel & Tours. #3: 3: The Best Companies Link Employee Engagement and CX. Employee Engagement is a critical part of having a great Customer Experience.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

AUGUST 8, 2016

Happy employees make happy vacationers. Having employees that are engaged and ready to deliver is critical. Employee engagement comes from work cultures where the Employee Experience mimics the goals of your Customer Experience. In other words, you can’t have one without the other.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Jon Arnold

AUGUST 5, 2020

Travelling to industry events is a big part of our currency as analysts, and with that off the table, we just have to make do with virtual events. The August edition of JAA’s Communications and Collaboration Review went out yesterday, and if you’ve been through it, I’d love to hear your thoughts or ideas for future content.

Employee engagement 52

Employee engagement Technology 52

Contact Center Pipeline

NOVEMBER 29, 2018

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers took advantage of their spare moments this month to catch up on the topics that are trending and some that are always relevant for running a high-performing contact center. The following […].

Contact Center 140

Contact Center First call resolution Employee engagement Call Center 140

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement.

Gamification 79

Gamification Contact Center Coaching Quality management 79

CSM Magazine

JUNE 27, 2023

To date, Zenarate has delivered more than 16 million agent simulations in 15 languages to name-brand clients in financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Zenarate’s AI Coach is used worldwide every day in over a dozen countries, including the U.S.,

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Toister Performance Solutions

OCTOBER 28, 2021

All had leaders who articulated a clear vision for employees to follow. JetBlue wants to inspire humanity in air travel. Skill #2: Engage employees The second skill in leadership is to make sure everyone understands the vision. This is the true essence of employee engagement.

Employee engagement 71

Employee engagement Customer centricity Metrics Customer Service 71

SharpenCX

JULY 23, 2020

In an experiment run by the Chinese Travel Agency CTrip , remote work boosted their overall productivity. This has a direct impact on employee wellness. It’s no secret that the time it takes to travel to a job is a huge opportunity cost. Studies have shown that flexible work arrangements encourage greater productivity.

Contact Center 101

Contact Center Call Center Education At home agents 101

Talkdesk

APRIL 30, 2019

Brands have the power to draw their own maps to the customer journey, with clear routes and vibrant details that would entice any traveler. No—think of a big, beautiful map, rolled up in a scroll and tied with an elegant ribbon. Or, ideally remain a loyal, lifelong customer.

Journey mapping 67

Journey mapping Employee engagement Marketing Sales 67

Netomi

FEBRUARY 2, 2022

Research shows us that employee engagement drives customer satisfaction, and there is a direct correlation between engaged employees and the satisfaction of your customer base. How can agents feel empowered to do their best work, feel more engaged and supported in their roles?

Call Center 52

Call Center Chatbots Employee engagement Accountability 52

ijgolding

SEPTEMBER 1, 2014

The Golding summer holiday to Menorca featured all the usual ‘travelling’ touchpoints as described. Some of them were not particularly pleasurable (the travelling touchpoints that is). Our first negative experience was at the bag drop.

Employee engagement 108

Employee engagement Customer Experience 108

COPC

APRIL 1, 2024

For example, when a customer plans a complex international trip and contacts a travel service. We’ve explored the various aspects of this change, from enhancing employee engagement and reducing operational costs to boosting product and service performance.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Beyond Morale

SEPTEMBER 30, 2013

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Over the past couple of months I have noticed that members in both of these associations have been seeking even more (above the normal) solutions to increase employee engagement in the context of building more customer–centric cultures.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Customers That Stick

JANUARY 15, 2015

. _. Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. Meet Debbie Szumylo! – She specializes in helping organizations balance employee engagement, customer experience & business results.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Integrity Solutions

MARCH 20, 2020

Other benefits of virtual training that our clients are seeing: Lower investment – 30-50% lower total costs, as travel and expenses for participants and facilitators are eliminated. Less time out of the field – Virtual training reduces time out of the field by 50% (to/from traveling). That pulls (and keeps) people in.

Healthcare 94

Healthcare Coaching Sales Best practices 94

DMG Consulting

SEPTEMBER 13, 2021

A surprisingly high percentage of employees who do not work in a contact center or customer service, sales, or marketing department dedicate more than 40 percent of their time to helping customers. The post The Business Case for Making Contact Center Applications Standard Employee Productivity Tools appeared first on DMG Consulting.

Contact Center 48

Contact Center Entertainment Employee engagement Enterprise 48

The Petrova Experience

AUGUST 30, 2022

A recent Gallup Report on the relationship between employee engagement and team performance shows a 23% increase in profitability for organizations with engaged employee teams. Organizations with teams that are engaged, collaborative, and supportive have higher levels of employee satisfaction.

Customer centricity 52

Customer centricity Transportation Employee engagement Government 52

JustCall

MARCH 28, 2023

Encourage Employee Engagement Remote teams are prone to lose the level of participation and proactiveness that tends to happen in an office setup. Your bottom line will suffer from low employee engagement levels. Your remote employees need some breaks every now and then.

Sales 52

Sales Management Morale Employee engagement 52

SharpenCX

JUNE 24, 2020

As a manager, you own 70% of your employees’ engagement at work. . And it’s up to you, manager, to keep them engaged in their role. And with every state of empowerment your agent travels through, their attitude and performance at work changes. To help them progress their careers.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

Aspect

JANUARY 21, 2019

When we wanted to travel great distances, we found that riding on the backs of a horses was much more effective than traveling on foot. Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014. That simple innovation made our lives easier.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Integrity Solutions

FEBRUARY 27, 2023

In fact, we know that managers who are effective coaches often help their employees travel significant distances. Coaching and the Connection to Employee Engagement and Retention Great sales leadership goes far beyond just hitting numbers. It closely aligns the sales team’s actions with the company’s strategy.

Coaching 62

Coaching Sales Management Employee engagement 62

PeopleMetrics

MAY 15, 2015

As hobos traveled through towns, they used a series of symbols to convey information to each other—including dangers, opportunities, and helpful tips. Employees have to be motivated to go the distance for your customers. These “hobos” were in search of work, on the move, and privy to the dangers of life on the road.

Customer Experience 104

Customer Experience Customer advocacy Employee engagement Feedback 104

bold360 Blog

DECEMBER 4, 2019

It is also a time that often sends us in planes, trains, and automobiles – traveling to visit family and friends, that we only get to see during this special time of year. Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience by Colin Shaw.

Customer Experience 40

Customer Experience B2C B2B Employee engagement 40

The Petrova Experience

JULY 20, 2023

The overwhelmed parent who comes into a hotel lobby and immediately gets a place to sit and a favorite beverage courtesy of a responsive, empowered employee remembers that experience and shares it. This makes employees more likely – and more confident – to help each other, and to solve problems creatively.

Customer centricity 40

Customer centricity Employee engagement Engineering Management 40

Fonolo

NOVEMBER 9, 2017

Jim Rembach is a customer service and employee engagement expert. Rainer Uphoff is the founder of Avionline and has been providing customer experience management solutions to aviation and travel companies for 10+ years. Twitter: @ CustomerIsFirst . Jim Rembach. Consultant, Beyond Morale. Twitter: @ BeyondMorale. Shep Hyken.

Customer Service 59

Customer Service Morale Call Center Contact Center 59

Calabrio

OCTOBER 19, 2022

Since the weather postponed travel, our team added a half day to the conference. That’s great because employees are the heart of the contact center experience, so helping them develop also helps improve your CX. Contact center leaders need to find ways to strengthen employee engagement and growth for remote and in-office agents.

Contact Center 59

Contact Center Analytics Coaching Transportation 59