ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 76

Article 2024 Customer Service Airlines 76

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Culture Demo Healthcare 52

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 118

Connections Blog Customer Centricity Consumers 118

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. I try to do that myself in this blog from time to time too. But what about serving employees?

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

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

BirdEye

NOVEMBER 30, 2023

Dive into our blog for the ultimate guide on social media reputation management, and learn how software tools like Birdeye Social can simplify your workload and enhance your online presence. Successful social media reputation management examples How has Birdeye benefited Valley Veterinary Care in its social media reputation management?

Social Media 115

Social Media Management Brands Communication 115

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

Playvox

MARCH 21, 2024

According to Harvard Business Review , engaged employees deliver better customer experiences. Let’s take a deeper look at the factors that influence employee engagement and morale. It’s the collective emotional state of the team, encompassing their engagement, enthusiasm, and commitment to their roles.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

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

BirdEye

DECEMBER 5, 2023

In this blog, we will explore the world of reputation management for businesses. We’ll talk about why a good reputation is important, and how you can take care of yours effectively. Explore more on this in our detailed blog about real estate reputation management. Yes, that’s true. That’s almost everyone!

Brands 109

Brands Management Social Media Feedback 109

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

GetFeedback

APRIL 25, 2019

They just switch when it gets too bad. Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. And in 2019, 81% of companies expect to be competing mostly or completely on the basis of CX. . Monitor customer feedback.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

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

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 81

Management 2022 Metrics Contact Center 81

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

Experience Investigators by 360Connext

MARCH 25, 2015

Have a campaign to get rid of stupid rules. David Mingle , Executive Director, North American Customer Experience for General Motors, shared how CEO Mary Barra visits GM’s call centers and social command center to get a better sense of how customers are feeling. I shared how I believe we have to get over ourselves.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

NICE inContact

DECEMBER 5, 2017

Onboarding and initial training should ideally be focused on the mission of the company; the why behind every aspect of the job, cultural immersion, and the relationship between them all. Employees can be positively motivated through reward and recognition, culture, purpose, and performance goals. Training and development.

Contact Center 96

Contact Center Culture Metrics Leadership 96

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

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

ProProfs Chat

AUGUST 21, 2020

In a competitive business world, empathy makes you pause and see the people you engage with as humans above anything else. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. The contemporary business world is flooded with the dog-eat-dog corporate mentality.

Culture 105

Culture Net Promoter Score Apparel Innovation 105

ProProfs Chat

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Engagement 98

Engagement Feedback Culture 2021 98