Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Unleash and Unburden Your Employees.

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Engagement Contact Center 2021 Metrics 98

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Combining the Customer and the Employee Experience. To see the full article, click here.

Engagement 167

Engagement Employee Experience Retail Consulting 167

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Perhaps you should. Here’s why.

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Engagement Culture Workshop Employee Experience 63

InMoment XI

APRIL 23, 2024

In this blog post, we’ll explore how your organisation can take the smartest actions, the final piece of the puzzle of our Integrated CX approach. AI-driven solutions streamline operations, enhance efficiency, and empower employees with data-driven insights, enabling them to focus on high-value activities that drive meaningful outcomes.

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Social Media Insights Feedback Loyalty 260

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Engagement 50

Engagement Customer Centricity Customer Experience Contact Center 50

Bold360

JANUARY 22, 2020

You’ve heard it before: happy employees make happy customers. But what are you doing – really doing – to support the employee experience (EX)? But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. That’s great.

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Engagement Customer Experience Contact Center Employee Experience 76

Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Three Important Considerations for Employees When Improving Customer Experience. Don’t Underestimate the Impact of Change on Employees.

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Engagement 2014 Employee Experience Customer Experience Management 142

SurveySparrow

OCTOBER 8, 2021

However, the fact remains that an organization is as successful as levels of employee engagement within it. . This is the reason why business organizations in contemporary times pay great heed to employee engagement strategies. Uniquely effective employee engagement ideas to drive retention.

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Engagement Social Media Financial 2025 52

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. At USAA, which provides insurance solely to military families, customer-centricity is built by stepping into their customers’ boots – during new-hire orientation, employees strap-on a military helmet, 65 pound backpack and flk vest, to build empathy for customers.

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Customer Centricity Engagement Culture Insurance 59

Experience Investigators by 360Connext

MARCH 11, 2015

Blogs are at the center of many content strategies. It’s challenging to write frequently around similar topics, but when I’m stuck for blog ideas I’ve found some invaluable resources. I hope these blogging tips will help you, too. One particularly pertinent commenter requested a “part 2″ to a blog.

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Blog Social Media Leadership Events 207

CustomerGauge

FEBRUARY 13, 2017

In any pursuit to transform customer experience, there is one important element to always consider: employee experience. Employing a customer-first focus means cross-company change at every level, including the individual employee level. The post 3 Ways to Support and Engage Your Employees appeared first on CustomerGauge.

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Engagement Employee Experience Customer Experience Customers 121

InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. Engage with Your Audience: Build strong relationships with your audience through active engagement.

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Brands Management Multi-Channel Social Media 378

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. At USAA, which provides insurance solely to military families, customer-centricity is built by stepping into their customers’ boots – during new-hire orientation, employees strap-on a military helmet, 65 pound backpack and flk vest, to build empathy for customers.

Customer Centricity 54

Customer Centricity Engagement Culture Insurance 54

Brad Cleveland Blog

JUNE 30, 2022

The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. appeared first on Brad Cleveland.

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Metrics Engagement Contact Center Customer Care 46

Bold360

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Today’s To-Do: Redefine Customer and Employee Engagement.

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Engagement Call Center Lifetime Customer Customer Engagement 66

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees?

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Engagement 2009 2011 NPS 96

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked. Why did they strike?

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Engagement Wireless Call Center Culture 113

SurveySparrow

APRIL 8, 2022

While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. Learn the effects of workplace ostracism on employee engagement. Get tips for employees to recover from ostracism at work. Employee happiness.

Engagement 59

Engagement Seminar Culture 2014 59

Comm100

FEBRUARY 6, 2023

You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations. Customers typically engage with your brand on different touchpoints. Your employees, especially your customer service representatives, are some of the closest people to your customers.

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Financial 2023 Blog Customer Experience 80

Beyond Philosophy

DECEMBER 5, 2017

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” These employees start their work day, they perform their job at acceptable levels, and they go home.

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Engagement White Paper Definition Consulting 68

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Get employee feedback.

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Engagement Call Center 2030 Contact Center 60

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Early in April, Hsieh sent an email to his employees about adoption of the system. Want more about employee engagement?

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Integrity Solutions

AUGUST 23, 2019

The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. Part 3 in a blog series. We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword. The Impact of Engagement on Performance and Profitability. by Donna Horrigan.

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Banking Engagement Financial Competitive Advantage 43

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

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Blog Brands Engagement ROI 121

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. 16) have a legal team that spends more than 1% of their time battling ex-employees.

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Customer Centricity Airlines Net Promoter Score Books 316

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. First and foremost, no one can make an employee engaged.

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Engagement Airlines Employee Experience 2015 81

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect�.

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Engagement Loyalty Blog Connections 200

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Engagement 200

Engagement Loyalty Blog Connections 200

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Engagement 200

Engagement Loyalty Blog Connections 200

Think Customers

DECEMBER 14, 2015

When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Culture Engagement Article Blog 74

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! The young gentleman that took us there was chatty and engaging. Shep Hyken . What does “good” mean?

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Blog Hotels Social Media Travel 120

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Engagement 26

Engagement Customer Centricity Customer Experience Contact Center 26

ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Leveraging employee advocacy is like killing two birds with one stone. Use positive body language and engage with customers. Provide necessary tools.

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Customer Service Training Brands Blog Customer Service 154

Customer Bliss

NOVEMBER 9, 2017

I’d like to share some of the most popular and most-shared content from the Customer Bliss blog. In this post, I explain the benefits of offering a curated environment staffed with a range of brand professionals to help your audience engage with your brand in a way that allows you to gain valuable customer insights.

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Blog Customer Experience 2017 2018 204

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement? I don’t know of any exception.

Engagement 29

Engagement Customer Centricity Culture Insights 29

SurveySparrow

OCTOBER 7, 2020

Engaged employees are productive hard workers who are positive and passionate about their organization. After all, happy employees equal happy customers right! Let’s take a look at why employee engagement surveys and employee experience management are crucial. Employee Engagement Survey Question Types.

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Engagement Net Promoter Score Culture Employee Experience 59

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. Employee Outreach.

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Engagement Social Media Leadership Brands 75