BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many full-time employees do you have? What percentage of your employees live within an hour of your primary market?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

And yet, there are simple ways to reward customers. Surprise with random, small rewards for loyal customers! Randomly rewarding customers with small surprises can go a long way towards loyalty. They are active in building a community and doing creative things to showcase their employees, culture and growth.

Loyalty 272

Loyalty Banking Social Media Consulting 272

Experience Investigators by 360Connext

JULY 13, 2015

Marketing, advertising, social media, and even the way we incentivize our employees are all focused on getting those new customers to walk in the door. Reward Investments In Customer Loyalty. If your employees are only rewarded based on customer acquisition and sales, they will invest their efforts there.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. – Rewarding Excellent Service: Recognizing and rewarding employees who provide outstanding customer service can encourage a culture of excellence and dedication.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Experience Investigators by 360Connext

FEBRUARY 2, 2015

If the leaders in your organization are only rewarded for acquisition, they will not necessarily see the need to focus on improving these numbers tied to how customers are feeling. Just as rewards and real-life testimony can help drive the behaviors for loyalty, feeling the pain of a high churn rate can help, too. Great Metrics Matter.

Customer Satisfaction 264

Customer Satisfaction Loyalty Net Promoter Score Social Media 264

ShepHyken

MARCH 23, 2018

Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault. Distrust of leadership.

Communication 81

Communication Blog Leadership Airlines 81

Feedbackly

APRIL 18, 2024

An excellent customer experience is often a result of excellent employee experience. After all, it’s not easy to keep your customers happy without the contribution of your employees. Companies blossom when they make their employees feel appreciated. However, many brands overlook the importance of employee experience.

Employee Experience 52

Employee Experience Customer Experience 2024 Financial 52

BirdEye

MAY 24, 2023

Referral rewards can come in the form of promotions, discounts, or other types of incentives. Get a partner to share about your business on social media , in their email campaigns, on their blog, or on their website. Employees enjoy perks like monetary bonuses or company swag in return for their candidate referrals.

Social Media 98

Social Media Reference Sports Sales 98

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. The Southwest gate employee explained there was a delay due to not having a complete crew. BUSTED – Great service starts with happy employees.

Blog 0

Blog Customer Service Communication Customers 0

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights. Even long-established businesses can embrace change and revolutionize their customer interactions.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Stella Connect

NOVEMBER 4, 2021

Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts. 5 Employee Recognition Program Examples to Try in Your Call Center. So, what do you need to do?

Call Center 91

Call Center Effort Score Feedback Financial 91

Stella Connect

NOVEMBER 11, 2021

Building an effective customer service rewards program means juggling multiple tasks all at the same time. Keep reading for our tips on how to streamline your customer service rewards program to keep your agents motivated, engaged, and inspired. Powering Agent Incentives with Customer Feedback.

Rewards Programs 93

Rewards Programs Customer Service Fashion Contact Center 93

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Finding and keeping employees. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. Combined with the challenge of finding and keeping employees, the sum is most likely a terrible experience for any customer. Employees feel important when recognized by the big boss.

Customer Engagement 212

Customer Engagement Engagement Retail Leadership 212

Stella Connect

JANUARY 26, 2022

It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. Recognize, Celebrate, & Reward. Nothing gets your agents to feel motivated quite like recognition and rewards.

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

Experience Investigators by 360Connext

FEBRUARY 9, 2015

Keep investing in employees. Customers, employees, investors, suppliers, larger communities, and the environment are all interdependent,” he explains. Nothing serves customers better than happy, well-trained and empowered employees. Your employees know more than you think. That is a win, win, win, win strategy.”.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Experience Investigators by 360Connext

JANUARY 7, 2015

How do we reward collaboration at the highest levels? Leaders who say they want collaboration often don’t reward it. Instead of fostering collaboration, rewards are often about hard and fast numbers in very concrete columns. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

ClientSuccess

DECEMBER 12, 2022

To this end, I usually see three distinct compensation models: Base Only; Base + Bonus; or the preferred model of mine -Base+ Variable- to reward excellence in performance. The sales rep on the account earned commissions which were significantly higher than what had been rewarded for all their hard work throughout the entire year.

Customer Success 87

Customer Success Management Sales Measurement 87

Stella Connect

JANUARY 12, 2022

Agents commit to the overall mission of the company after realizing that you acknowledge, value, and reward the outcomes they produce on the customer service team. It’s only fair to return the favor with an employee recognition program that celebrates their efforts and results. Offer Rewards to Make Recognition Real.

Customer Service Training 69

Customer Service Training Engagement Customer Service Feedback 69

ShepHyken

AUGUST 3, 2018

When it comes to improving your customer service the first step is to stick to the basics, hire the right customer service team, train them well, and reward them for their success.

Customer Service 86

Customer Service Blog Call Center Poor Customer Service 86

Stella Connect

NOVEMBER 16, 2021

It would be an understatement if I said that 2021 has been a challenging year when it comes to employees – remote work , returning to the office, finding jobs, changing jobs, finding employees, ghosting, turnover, wages, raises, the Great Resignation, and on and on. Let me start by defining employee experience.

2021 100

2021 Definition Culture Employee Experience 100

Experience Investigators by 360Connext

OCTOBER 17, 2018

Not engaging employees is like not putting fuel in your car and wondering why it’s not working. Leaders must engage employees to deliver a great experience. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 283

Leadership Culture Customer Centricity 2019 283

Beyond Philosophy

AUGUST 25, 2015

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well.

Employee Experience 167

Employee Experience Books Culture Reference 167

Beyond Philosophy

NOVEMBER 7, 2016

Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 Employee Engagement: Your employees are people, and likely support the same team or local causes. I always say, “happy employees make happy customers.”.

Sports 167

Sports Rewards Programs Transportation Books 167

Hallmark Business Connections

MAY 27, 2021

We care about our employees. If employees are given a chance to repeatedly act in an empathetic manner, your chances of achieving a differentiated customer experience increase dramatically. Upon submission, scroll back down to the bottom of this blog post to view and download the whitepaper. We truly value our customers.

Connections 92

Connections Customer Care 2021 2019 92

Totango

SEPTEMBER 14, 2021

Training your employees in best practices can help nurture a more empathetic company culture. One key to the success of Apple Stores is that Apple’s employee training manual teaches an approach to customer service founded on approaching customers with a warm welcome and probing politely to understand customer needs.

Customer Satisfaction 90

Customer Satisfaction Net Promoter Score Loyalty Consumers 90

Stella Connect

NOVEMBER 18, 2021

When it comes to setting priorities for the call center, it’s important to keep rewarding and recognizing your customer service agents top of mind. In short, strong employee engagement is a competitive advantage, one that can yield higher customer satisfaction scores, lower agent turnover rates, and greater profits. .

Call Center 78

Call Center Competitive Advantage Social Media Financial 78

Customers That Stick

FEBRUARY 18, 2020

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins.

Management 88

Management Customer Centricity Culture Leadership 88

COPC

FEBRUARY 6, 2023

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Organizations that give regular performance reviews and provide feedback to staff improve employee engagement (1). Performance reviews also improve the likelihood of an employee staying with the company (1).

Management 79

Management 2022 Metrics Contact Center 79

SurveySensum

JULY 11, 2023

Offer self-service options for customers to find answers on their own like blogs, FAQs, video tutorials, etc. One good strategy to boost customer loyalty is – the REWARDS program. Here’s how Starbucks does it with – Starbucks Rewards. – With Domino’s Piece of the Pie Rewards program.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

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. Now, ask yourself, are your own employees actively listening to your customers?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

Call Center 40

Call Center Contact Center Feedback 2020 40

Feedbackly

NOVEMBER 17, 2022

However, as we have pointed out in our previous blogs, NPS alone is not enough to gain a good overview of customer experience because it is a survey designed for the post-purchase phase. You can also use EVI® to improve employee engagement , which is also an influential factor of positive CX. Why Use EVI® with NPS?

NPS 98

NPS Net Promoter Score Touchpoint Metrics 98

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Start by engaging the employees.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Lithium

APRIL 5, 2022

Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. Our latest release delivers new tools that will help you keep employees — and customers — happy for years to come. Read the full Spring Launch blog.

Return on Investment 97

Return on Investment E-support Webinar Contact Center 97

Beyond Philosophy

JANUARY 23, 2015

In other words, people respond better to rewards than punishments. As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Study #2: Rewards Work Better Than Fines.

CEM 126

CEM Books Webinar Leadership 126

ProProfs Chat

SEPTEMBER 9, 2020

That’s why in this blog post we’ll cover what’s a customer loyalty program and why it is creating a buzz, types of loyalty programs, benefits of adding one to your business, and how to create a well-designed loyalty program for your customers. No doubt that their rewards are quite a catch for customers to return to them frequently.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Rewards Programs 96

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. Career: patience, mentor and guide to employees and colleagues, purpose in work, valued and embedded in your work organization, less stress/turnover.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71