Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

Leadership 227

Leadership Culture Customer Centricity 2019 227

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Engage with Your Audience: Build strong relationships with your audience through active engagement. What are the Key Components of Brand Reputation Management?

Brands 378

Brands Management Multi-Channel Social Media 378

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. Leadership Must Have Consistent and United Behaviors. The leadership team must model new behaviors in how they lead. When did you begin to make progress?

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work?

Article 558

Article Employee Experience Culture Connections 558

One Millimeter Mindset

SEPTEMBER 11, 2018

Social communication etiquette is going over the top. In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees. Can she connect us up, so we can have a discovery conversation?

Communication 167

Communication Social Media B2B Connections 167

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps.

Leadership 61

Leadership Communication Workshop Customer Retention 61

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. Samsung Electronics itself is divided into several key segments: Consumer Electronics (CE), Device Solutions (DS), and IT & Mobile Communications (IM). Designed on DALL-E or MidJourney; all rights reserved to ECXOorg.

E-support 447

E-support Innovation Customer Centricity Loyalty 447

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives?

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Quotes About Customer Experience and Brand Reputation The next set of quotes describes the connection between customer experience and brand reputation.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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. . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. Communicate more thoughtfully. Finding and keeping employees. It’s a great lesson.

Customer Engagement 212

Customer Engagement Engagement Retail Leadership 212

ChurnZero

JULY 31, 2024

And, i f your customers are not, in fact, living inside their email inboxes, why would you rely so heavily on email as a digital engagement channel to interact with them? Here are my top four favorite alternative digital engagement channels for customer success teams. Do you live inside your email inbox? So why would your customers?

Customer Success 105

Customer Success Engagement 2023 Webinar 105

eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. What is KMWorld Connect 2021? What is KMWorld Connect 2021? As a pioneer in knowledge-powered customer engagement, eGain has always kept track of developments in knowledge management and information management. Why you should sign up.

2021 93

2021 Connections Workshop Innovation 93

Customer Bliss

SEPTEMBER 27, 2018

Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? Customers complained that their problems were taking too long to be solved. What are you looking to climb?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Retune Internal Communication.

Communication 127

Communication Webinar Metrics Customer Retention 127

Bold360

JUNE 18, 2020

For one thing, social distancing keeps people from engaging face to face any more than they have to. Visual engagement can help to accelerate the ways that businesses stay close to customers. Visual engagement can help to accelerate the ways that businesses stay close to customers. What is visual engagement? No problem.

Connections 71

Connections Engagement Insurance Customers 71

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.

Employee Experience 116

Employee Experience Communication CEM 2001 116

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Mitel’s leadership team sat down and looked into the UC crystal ball.

2023 70

2023 Communication Contact Center Return on Investment 70

InMoment XI

APRIL 26, 2022

Key 1: Don’t Be Afraid to Make Mistakes Key 2: Engage New and All Audiences Key 3: Apply What You’ve Learned. Key 2: Engage All Audiences. If you’re still concerned about how best to connect to audiences you haven’t consistently talked to before, this is the section for you. Key 1: Don’t Be Afraid to Make Mistakes.

Customer Experience 493

Customer Experience Employee Experience Social Media Roadmap 493

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. If your newsletters, emails, websites, etc aren’t engaging your employees, then it’s not about piling on. I heard Jay Baer once suggest treating each communication channel as if it was a different TV show. I love that.

Engagement 122

Engagement Culture Entertainment Communication 122

Customer Bliss

FEBRUARY 13, 2018

In this episode, I talk to Josh about what customer experience leadership looks like in a large, multi-service organization like Samsung. Present the Customer Experience Story to Leadership. Similar to Christine, Josh found that the Care Academy was helpful in driving quicker decision-making and change among leadership.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

Experience Investigators by 360Connext

JUNE 22, 2015

Marketers and other business leaders could actually prevent customer service issues by using social media to share more proactively with customers and their communities. Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects.

Social Media 233

Social Media Engagement Magazine Innovation 233

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Despite this, only a fraction of those women make it into leadership positions — 48%, to be exact.

Leadership 87

Leadership 2021 Webinar Customer Service 87

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

InMoment XI

APRIL 9, 2024

Change in ownership: A change in ownership or management might prompt the decision to delete the Facebook Page and start fresh under new leadership. Moreover, if your Business Page was connected to Messenger for business communication, this connection will be severed and any existing conversations will be lost.

Brands 260

Brands Social Media Feedback Management 260

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Integrity Solutions

NOVEMBER 22, 2022

Leaders increasingly understand that company culture strongly influences employee engagement — and employee engagement levels are excellent predictors of future turnover. Identifying and communicating the desired culture is only the beginning. Coaching is what makes the culture transferable and sustainable.

Banking 81

Banking Culture Engagement Leadership 81

Kate Nasser

JANUARY 3, 2021

For highly effective connection in leadership, teamwork, morale, service & sales, eliminate the static that detours you. The post Highly Effective Connection & Top Performance: Eliminate Static! Kate Nasser, The People Skills Coach™. PeopleSkills appeared first on KateNasser.com.

Connections 73

Connections Leadership Sales Communication 73

ProProfs Chat

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. But, how to measure employee engagement to ensure maximum productivity? But, how to measure employee engagement to ensure maximum productivity?

Engagement 105

Engagement Leadership Culture Measurement 105

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Impact: Employees with an emotional connection to their work are more productive.

Communication 82

Communication Blog Leadership Airlines 82

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Her Great Grandmother was a Wyoming homesteader.

2023 207

2023 Contact Center Leadership Hospitality 207

Retently

OCTOBER 28, 2024

They give managers the opportunity to engage directly with employees and resolve issues before they escalate. Replacing employees, particularly in leadership roles, can cost up to 200% of their salary. Stay interviews help cut these costs by keeping top talent engaged. Job Satisfaction: What Parts of Your Role Light You Up?

Net Promoter Score 78

Net Promoter Score Leadership Feedback Culture 78

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Make a note and then communicate these quick wins. Personalize your communications. Cultivate an engaging company culture.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Document 358

Document Net Promoter Score Government Leadership 358

Interactions

SEPTEMBER 13, 2024

Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​. His leadership in operations management and customer service excellence is crucial in ensuring timely delivery and customer satisfaction across hundreds of store.

Customer Experience 62

Customer Experience E Commerce Banking Chief Customer Officer 62

Interactions

SEPTEMBER 13, 2024

Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​. His leadership in operations management and customer service excellence is crucial in ensuring timely delivery and customer satisfaction across hundreds of store.

Customer Experience 62

Customer Experience E Commerce Banking Chief Customer Officer 62