Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Create an emotional connection.

Leadership 158

Leadership Engagement Financial Loyalty 158

Experience Investigators by 360Connext

MAY 5, 2020

Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. Customer experience is directly connected to employee experience.

Employee Experience 143

Employee Experience 2020 Sports Connections 143

InMoment XI

FEBRUARY 25, 2022

And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate it. The EX/CX Connection.

B2C 529

B2C Employee Experience Culture Touchpoint 529

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

InMoment XI

OCTOBER 5, 2023

Also, it also serves as a proactive strategy for safeguarding your customer experience , addressing potential issues before they even arise. By turning employees from mere service providers into valued contributors to the customer-centric mission, brands can effectively transform detractors into enthusiastic promoters.

Contact Center 486

Contact Center Call Center Social Media Employee Experience 486

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CX Accelerator

JANUARY 25, 2019

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. Sadly, it's often just talk.

Connections 140

Connections Culture Metrics Employee Experience 140

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

Customer Bliss

JUNE 20, 2019

He went to numerous Y branches and spent half a day in uniform, checking people in at the front desk, walking around the pool deck with the lifeguard, and getting a feel for the employee experience on the ground. He wanted to know what interactions with customers were like and what were potential operational challenges. .

Employee Experience 128

Employee Experience Culture Customer Journey Mapping Customers 128

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience 2021 Management Culture 59

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management 2025 Culture 52

SurveySparrow

DECEMBER 29, 2020

But how many times have terms like employee engagement, employee journey, or employee satisfaction made it to your ears? If the answer is quite a few times, your or your friend’s employer knows the importance of measuring employee experience. What Employee Experience Actually Means?

Employee Experience 52

Employee Experience Measurement Culture Management 52

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Train employees in soft skills as well, like de-escalating a situation, and feeling and expressing empathy.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

InMoment XI

FEBRUARY 1, 2024

Intent Prediction Intent prediction is a crucial component of data analysis, focusing on deciphering the underlying intentions behind customer interactions. For example, in customer service interactions, intent prediction can determine whether a customer is likely to purchase, seek support, or churn.

Social Media 260

Social Media Insights Metrics Loyalty 260

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Then apply a little common sense.

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Ensuring Safety and Offering Additional Engagement. This also demonstrated that even in the face of an unexpected hurricane, we were able to find a way to pivot and create an opportunity for further engagement.

Connections 59

Connections Contact Center 2030 Events 59

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. High employee experience means high customer satisfaction.

Employee Experience 52

Employee Experience Net Promoter Score Culture Technology 52

Russel Lolacher

MARCH 22, 2021

You have employee experience superpowers and you may not even know it. And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. I’m a super hero nerd.

Engagement 124

Engagement Employee Experience Culture Government 124

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience E-support Feedback Culture 52

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. The people on your team interact with customers, drive your operation, and affect financial performance. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. Employee Satisfaction vs. Employee Engagement.

Engagement 116

Engagement Net Promoter Score Metrics Customer Satisfaction 116

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. What does their interaction look like?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. What is Return on Employee experience?

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

CSM Magazine

MAY 14, 2024

Avaya’s innovation roadmap includes using AI and analytics to orchestrate exceptional customer journeys by harnessing data from interactions across multiple vendor touchpoints and applications, and using these to intelligently streamline customer experiences, drive efficiency, and deliver superior outcomes.

Healthcare 52

Healthcare Innovation Employee Experience Customer Journey 52

SurveyGizmo

SEPTEMBER 11, 2020

By Tor Stenbakken, Director, Organizational Development at Four Winds Interactive. This puts additional strains on organizations as they struggle to keep their employees connected and engaged. When done right, employee feedback can affect real change throughout your organization. Social distancing.

Connections 98

Connections Feedback Net Promoter Score Culture 98

SurveySensum

FEBRUARY 2, 2024

Picture this : You go to a small boutique where the owner greets you by your name, remembers your preferences, and makes your shopping an experience rather than a transaction. I’d say that more than half of the readers would choose the first boutique as it welcomes you and gives you a personalized customer experience.

Metrics 52

Metrics 2024 Customer Engagement Engagement 52

InMoment XI

SEPTEMBER 14, 2023

The Connection Between Customer Experience and Reputation Customer experience is intrinsically linked to reputation management. A positive customer experience can significantly bolster your brand’s reputation. A single tweet or a Facebook post can go viral, causing irreparable damage to a brand’s reputation.

Brands 260

Brands Management Social Media Feedback 260

ShepHyken

FEBRUARY 26, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Having an affiliate marketing strategy will drive traffic, improve leads, sales, and encourage customers to engage with your brand. Their initial interaction with the brand is what the awareness stage is made of.

Customer Journey 120

Customer Journey Engagement Marketing Social Media 120

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Qualtrics

NOVEMBER 20, 2020

And beyond that, it’s connected up the dots to see how improving employee experience can impact customer retention and satisfaction. Now we’re using these insights as a powerful blueprint for delivering for employees and customers,” says the company’s head of colleague experience. Starting with the employees.

Banking 26

Banking Employee Experience Connections Net Promoter Score 26

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Engagement 145

Engagement White Paper 2015 Consulting 145

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. One of the most important things a good journey map can do is connect the employees of an organization to the customer. Change Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A frequent speaker and writer on engagement. . How to look at onboarding for building connection.

Culture 98

Culture Connections Leadership Communication 98

Happy or Not

JUNE 13, 2023

How does employee engagement affect performance? Employee engagement directly impacts performance, influencing an organization’s success and profitability. How does employee engagement affect performance?

Engagement 36

Engagement Culture Customer Satisfaction Innovation 36

Experience Investigators by 360Connext

JANUARY 5, 2022

Leaders started seeing how their goals were supported by a stronger customer experience. Related Resources: [Interactive Tool] Customer Lifetime Value & Key Metrics Calculator. Article] Is Customer Experience Worth It? You helped other leaders communicate how their team goals were connected to CX success. .

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. What is the employee experience (EX)?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261