CX Accelerator

NOVEMBER 7, 2023

So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle. 9) value process higher than their people. 5) put profits before purpose.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. That’s my belief. The EX/CX Connection.

B2C 529

B2C Employee Experience Culture Touchpoint 529

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. 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.

Leadership 158

Leadership Engagement Financial Loyalty 158

ShepHyken

MARCH 12, 2024

When you know the perception you want customers to have of your organization, empower your employees to deliver on the personality. Top-Down Personality: If you want employees on the front line to deliver on the company’s personality, it must be modeled from the top down. Consistency counts!

Workshop 150

Workshop Advertising Customer Service Training Books 150

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. When organizations recognize the significance of nurturing a positive employee experience (EX) to enhance the customer experience (CX), it creates a powerful synergy that propels the company toward unprecedented success.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

Experience Investigators by 360Connext

DECEMBER 15, 2023

Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities? It’s part of their internal communications and employee engagement rhythm. When was the last time you shared this with your employees?

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . Don’t engage in fractured projects to address one customer concern or in response to a survey. Don’t engage in fractured projects to address one customer concern or in response to a survey.

Leadership 305

Leadership Customer Experience 2020 Customers 305

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

CSM Magazine

APRIL 29, 2024

You know, in this day and age, with all the craziness and uncertainty going on in the world, having the right communication tools in place can be an absolute lifesaver – both for businesses and the people who work for them. That’s where Emergency Communication and employee communication software come into play.

Communication 52

Communication Document Connections Information 52

ShepHyken

NOVEMBER 14, 2023

This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Workshop 148

Workshop Insurance Employee Experience Culture 148

Integrity Solutions

SEPTEMBER 2, 2022

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. No wonder employee engagement in the U.S. The Manager’s Role in Employee Engagement and Job Satisfaction.

Management 119

Management Culture Leadership Engagement 119

Bill Quiseng

JANUARY 10, 2022

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Recognizing “People First”, leaders will CARE for their people.

Leadership 167

Leadership Culture Loyalty Engagement 167

Playvox

FEBRUARY 20, 2024

Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Contact Center Communication Feedback 88

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Bill Quiseng

MARCH 15, 2023

You hire an employee. At some point, before employees start or while they begin working, they may think that you could be a top-down, one-way, “I know everything, you know nothing” command-and-control dictator. Employees don’t seek B2B or B2C companies. They engage in companies that are H2H. Communicate.

B2C 88

B2C B2B Connections Engagement 88

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center Call Center Feedback Engagement 78

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These are critical milestones in the employee journey. And when they are so engaged, they experience “Flow.”

2009 52

2009 White Paper 2024 Financial 52

Michel Falcon Experience

NOVEMBER 20, 2019

Employee engagement strategies are one way that I’ve built my business and career. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Please know that our company has nearly 200 employees so I’ve seen this firsthand. She is already engaged!

Engagement 89

Engagement Culture Guest Experience Hospitality 89

COPC

NOVEMBER 15, 2023

The second article, “ Onboarding Best Practices: Reducing Attrition in the First 90 Days ” will offer insight and best practices for engaging and retaining new hires. The guide will focus on aligning expectations, skills, and engagement for successful call center operations.

Call Center 95

Call Center Contact Center Engagement Communication 95

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? And with labor as an expensive and valuable contact center asset, optimizing your employee efficiency to positively impact the bottom line is also a must-have. Prevent and close employee skill gaps with a seamless integration to coaching.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

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. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

ShepHyken

MARCH 18, 2024

While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. My Comment: If you’ve been following me, you know one of my favorite topics to write about is how the employee experience (EX) positively impacts the customer experience (CX).

2024 80

2024 Article Customer Service Government 80

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. We act, we react, often in response to how others behave.

Customer Satisfaction 52

Customer Satisfaction Engagement Demo Loyalty 52

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. The technology is important, but people are at the heart of all interactions.

2023 96

2023 Employee Experience Engagement Brands 96

BirdEye

DECEMBER 8, 2023

And, as a Birdeye survey points out, about 92% of people read at least two reviews before choosing a business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Management 116

Management Social Media Brands Consulting 116

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. People with high and low levels of confidence. The highly confident people seem to have been able to do the following. You’ll get 11 opinions.”

Customer Experience 78

Customer Experience 2023 Innovation Webinar 78

Alida

NOVEMBER 1, 2022

Your people are the heart and soul of your company. When employee engagement is high, the whole team benefits—and so do your customers.

Engagement 130

Engagement Customers 130

Playvox

MAY 11, 2023

When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing. But with remote work, you can’t fully control what an employee does. This is what true agent engagement looks like — and engaged agents are less susceptible to burnout.

Management 89

Management Contact Center Culture 2021 89

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Ensuring that employees can be a part of managing their schedule has big benefits.

Management 85

Management Contact Center ROI Net Promoter Score 85

Daniel Group

DECEMBER 13, 2023

Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. Some companies overlook the importance of employee experiences to making CX successful. Great CX does not happen unless your workforce is engaged with the company. Both are critical!

Employee Experience 52

Employee Experience Customer Experience 2024 Culture 52

Lithium

APRIL 2, 2024

STIHL engages with millions of fans : STIHL reaches millions of people through their community-driven engagement and timely responses to grow brand love, connect with those seeking support, and so much more. Engaging Atlas Discussions Check out fresh discussion shoutouts every week on the Atlas homepage !

2024 52

2024 Webinar Roadmap Events 52

The DiJulius Group

AUGUST 13, 2023

Stories can capture people’s attention, engage their emotions, and inspire action. In recent years, storytelling has become increasingly important in the workplace, as leaders have recognized its potential to motivate employees, build strong teams, and drive business results. In addition to.

Article 98

Article Engagement Culture Leadership 98

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work.

Call Center 126

Call Center Technology Customers Engagement 126

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. Quotes: “Forming relationships with people is what business is all about. As a result, people are willing to travel a little further to go to your business or spend a little bit more money.”

Hospitality 75

Hospitality Exceptional Customer Service Hotels Travel 75

ShepHyken

MAY 1, 2023

No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible. Be mindful of the environment that your employees are going to work in.

Culture 64

Culture Retail Customer Service Employee Experience 64