Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data. Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

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!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Execs In The Know

MAY 22, 2023

For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? The answer may differ depending on individual needs, but ultimately, an ideal employee experience should be uplifting and impactful.

CX 64

CX Technology Technology Construction 64

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. Regular engagement also shows customers that their opinions are valued, enhancing their overall perception of your brand.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Zendesk

SEPTEMBER 6, 2023

From heavy employee turnover to impacted levels of service, the pressure of rising customer expectations and heavy workloads can hobble teams and exact a human cost that goes beyond business metrics. Proper agent enablement is very impactful for employee engagement and stress management,” Anzalone said.

Healthcare 69

Healthcare Customer Expectations Customer Service Customer Experience 69

Uniphore

DECEMBER 6, 2021

Good leaders, on the other hand, not only help make the decisions, but they also motivate, engage, empower and inspire people to move in the direction of that decision.” Management competency also involves coaching and training employees. You can unsubscribe anytime. For more details, review our privacy policy.

Contact Center 130

Contact Center Technology Technology AI 130

Customer Think

OCTOBER 24, 2021

Sharply declining employee engagement and satisfaction, [.]. first appeared on Partners in EXCELLENCE Blog -- Making A Difference. Partly, a result of the changes in work resulting from pandemic, partly things that have been building in people’s attitudes toward work since years before the pandemic.

Sales 67

Sales 67

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.

Customer Experience 122

Customer Experience CX Customer Service 122

CSAT.AI

JULY 13, 2022

“If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . To deliver a high-touch experience, employees must be treated the way they’re expected to treat customers?:

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

PeopleMetrics

APRIL 30, 2021

The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. What does world-class customer experience look like? Take a look behind the curtain. sessions: [link].

CX 133

CX Customer Experience CEM Customer Feedback 133

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. FACT: Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways. He’s right! You can’t passively improve a call center. .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

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.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

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 Start-ups Government CX 165

Totango

DECEMBER 23, 2021

In fact, employee burnout has become so severe that in 2019 the World Health Organization (WHO) officially recognized it as a medical condition defined as a “syndrome conceptualized as resulting from chronic workplace stress that has not been successfully managed.” Five Signs of Employee Burnout. . Poor Employee Engagement.

99

99

Hodusoft

MAY 11, 2022

It also facilitates better CX for customers by ensuring zero latency with real-time customer engagement capabilities over the cloud. . Hosted IP PBX software usually has a user-friendly dashboard that facilitates employees to easily understand and perform the tasks. What would be an easier path for the employees?

CX 98

CX Government Actionable Insights Omnichannel 98

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. Disney has built its entire brand on engaging its customers through stories. I tell them in blogs, in the books I write, and in the webinars we offer.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success.

Scorecard 105

Scorecard Technology Technology Sales 105

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.

Retail 167

Retail Customer Satisfaction CX Customer Experience 167

Totango

DECEMBER 26, 2021

If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. You can help your employees achieve a positive work-life balance by encouraging them to prioritize their personal lives over their work lives.

Sports 103

Sports Start-ups 103

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

JULY 5, 2023

4 Ways Your Employees Impact Customer Perception Billionaire entrepreneur Richard Branson once said: “I have always believed that the way you treat your employees is the way they will treat your customers.” Here are four concrete ways employees impact your brand’s customer perception. Just make sure you fix your mistakes!

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Execs In The Know

JULY 1, 2021

This blog post is dedicated to surfacing four of the most notable ideas from the conversation — call it the four “must-haves” for creating successful WFH programs and partnerships. #1 Socialization Platforms — Employee engagement is vital for many reasons, including wellness, cultural emersion, and engagement.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

ProProfs

MAY 4, 2023

employees are disengaged ? This is according to the 2021 Gallup survey for employee engagement , which also revealed that as many as 14% of the employees actually go out of their way to hurt their organization. Is your company also facing the woes of employee disengagement? What Is Employee Engagement?

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Execs In The Know

MARCH 13, 2023

How are we creating cohesive and engaging experiences for the employees that need to leverage the other side of all those new tools and channels? For every digital project that was designed to create an exceptional customer and user experience, there’s a good chance there’s a relatively unconsidered employee experience on the backside.

Touchpoint 52

Touchpoint CX Innovation Start-ups 52

Execs In The Know

MARCH 31, 2023

How to Bolster Agent Effort Scores A decline in American workers’ engagement started in late 2021 when remote work took over. As customer service teams become more siloed than ever before, agent engagement is even more crucial for productivity and staying attuned to customers’ needs. Guest blog post written by Gladly.

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

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.

Customer Experience Management 142

Customer Experience Management Customer Retention Customer Satisfaction Customer Experience 142

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. Employee Engagement There is no doubt that highly engaged employees are more motivated and productive. This proves that employee engagement is a fundamental factor in business profitability.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Shep Hyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. While the customer service team is crucial to the company’s purpose, each employee should feel equally responsible for providing customer satisfaction. .

Customer Experience 69

Customer Experience Social Media Touchpoint Sales 69

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades. Traditional businesses often face the challenge of adapting to new customer expectations and technologies.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged.

Customer Experience 164

Customer Experience 164

Shep Hyken

APRIL 11, 2022

My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Seth’s Blog) It’s not a word, but perhaps it should be. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson.

Customer Service 57

Customer Service NPS Customer Loyalty Start-ups 57

Execs In The Know

MAY 10, 2021

In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason. Supporting employees by ensuring their mental and physical wellbeing is truly a priority. Employees who will continue to work from home also have children and personal situations they are balancing.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

Retail 167

Retail Customer Experience Customer Service CX 167

Beyond Philosophy

AUGUST 6, 2015

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. And these employees aren’t facing happy Customers either. Who are these lowest paid workers?

Customer Experience 165

Customer Experience CX 165

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. McDonald’s also has an Archways to Opportunity program that helps their employees continue their education, whether that means learning English, finishing secondary school or earning their college degree.

Sports 167

Sports Transportation Gaming Customer Loyalty 167