SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity 2019 227

GetFeedback

MAY 5, 2019

Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level.

Net Promoter Score 273

Net Promoter Score Feedback Measurement NPS 273

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. What is B2B Industry Culture? There are many definitions of culture. After all, what can you do about it?

Culture 52

Culture B2B 2005 Definition 52

GetFeedback

SEPTEMBER 6, 2018

But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. When employees are happy, customers are happy.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

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. So where do you start getting employees to be more engaged and happier?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Do people think they’re getting their money’s worth? We live in a world where one tweet, review, or post can tip the scales for your brand. Table of contents What is corporate reputation?

Management 115

Management Social Media Brands Consulting 115

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. Consumers want to connect with your business.

Connections 119

Connections Blog Customer Centricity Consumers 119

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Banking 79

Banking Culture Engagement Leadership 79

Experience Investigators by 360Connext

NOVEMBER 17, 2014

The cooks cared more about the outcome of what they were delivering. People may not want to understand the finer details of widget making, but they might get a kick out of seeing how the color of the widget is decided. On the flip side, employees who see their customers will care more about the experience they are delivering.

Social Media 282

Social Media Consulting Customer Engagement Customers 282

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. You can read the rest of the letter here.). (You can read the rest of the letter here.).

Banking 286

Banking 2012 Loyalty Culture 286

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. Cross-departmental collaboration is a reflection of a healthy internal culture. Shep Hyken.

Blog 83

Blog Culture Measurement Article 83

Beyond Philosophy

NOVEMBER 30, 2023

However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. This strategy is ideal for getting an improvement program off the ground. However, to create a breakthrough to change the organization’s culture, you can’t stop there. NICE Systems, Inc., and Fred Reichheld.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Care about your relationships enough to view them as such, not as transactions. Care about your relationships enough to view them as such, not as transactions. They are active in building a community and doing creative things to showcase their employees, culture and growth. Don’t you hate feeling overlooked ?

Loyalty 272

Loyalty Banking Social Media Consulting 272

Experience Investigators by 360Connext

JANUARY 5, 2015

Employee Turnover, meet Churn Rate. It turns out, their employee turnover rate was becoming startling. How vital employee feedback gets filed under “G” When interviewing and observing the staff, they shared things they didn’t feel they could say in the monthly “all hands” staff meetings.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Experience Investigators by 360Connext

MAY 20, 2015

I count my lucky stars when we get to work with enlightened leaders. According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand. YOU DON’T.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Beyond Philosophy

JULY 17, 2017

Some companies get it and they’re creating an emotional connection that brings them loyal fans. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. But many others look to technology. But technology alone is never the answer.

Technology 132

Technology Touchpoint Workshop Books 132

ProProfs Chat

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%.

Social Media 72

Social Media Net Promoter Score Feedback Culture 72

COPC

FEBRUARY 6, 2023

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. In fact, sometimes, the problem is less about getting the data than understanding how to use the data to gauge performance. Contact centers have always been data-driven.

Management 79

Management 2022 Metrics Contact Center 79

Customer Bliss

JULY 26, 2016

In our conversation, Renee outlined her clear path in embedding customer experience, including engaging with a data scientist to tell the story of customers’ lives and compel the organization to care about the “why” behind customer experience, emotions and business growth. About Renee Cacchillo.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

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”? A 5-step roadmap to get you started. The Relationship Between Customer Loyalty and Employee Engagement. This is about people and relationships.

Customer Retention 90

Customer Retention Net Promoter Score Customer Centricity Roadmap 90

Beyond Philosophy

JUNE 21, 2015

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. Valuing Employees is the Foundation for Employee Ambassadorship.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

Beyond Philosophy

SEPTEMBER 17, 2015

Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. This communication to employees shows me a customer centric company that is lead by the top down on this principle. Not Schultz.

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

SurveySensum

APRIL 1, 2024

Let’s get started! Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

Brands 52

Brands Social Media Feedback Loyalty 52

SurveySensum

JULY 10, 2023

If not, then this blog is for you. They must provide seamless service across multiple channels, optimize their supply chains for efficient inventory management, and empower their employees to anticipate customer needs. And this VIP treatment leaves you delighted and eager to return. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

CSM Magazine

MAY 16, 2023

They not only answer calls and questions, but engage your customers in friendly conversation, enthusiastically representing your brand values. In order to get there, you need to partner with a contact center that places employees and their training as its highest priorities.

Contact Center 52

Contact Center Retail Leadership Culture 52

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture 2003 CEM 138

ShepHyken

DECEMBER 13, 2019

Get it right, and you give the initiative the very best chances for success. Get it wrong and, at best, you are in for a tortuous journey with an uncertain outcome – you may even be forced to restart the process at twice the cost. Preparation checklist. Know your limits. Map out your journey.

Blog 101

Blog Demo Competitive Advantage Insurance 101

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Is it in there at all?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

JUNE 25, 2021

Moreover, you should understand the culture where your customers live. We did a podcast on Vaccine Passports not so long ago right when the concept was just getting started. What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common.

Insights 153

Insights Customer Experience 2021 Books 153

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel. Turns out, other employees have similar stories.

Airlines 135

Airlines Leadership Consulting Culture 135

Beyond Philosophy

JUNE 17, 2019

But my blessing/curse does get in the way of enjoying simple things, like restaurant meals. Remembering shows that the server paid attention to a person’s preferences and cared about them. Remembering shows that the server paid attention to a person’s preferences and cared about them. Can I get you anything else?

Customer Centricity 121

Customer Centricity Culture Consulting ROI 121

Beyond Philosophy

DECEMBER 28, 2020

Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We covered this topic on a recent podcast.

Culture 97

Culture Net Promoter Score 2005 Presentation 97