1 to 1

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. Personal accounts of 1 a.m. Personal accounts of 1 a.m. 1to1Media.com/weblog.

Customer Loyalty 37

Customer Loyalty Customer Service Customer Experience 37

ECXO

MAY 14, 2024

Why the Shift to H2H Matters Emotional Engagement: Consumers and business partners are no longer satisfied with impersonal transactions. They seek emotional engagement and experiences that resonate on a personal level. Let’s explore further the layers that make H2H the future of meaningful business engagements.

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. We all laughed. . They are: .

Gaming 253

Gaming Engineering Start-ups Sales 253

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Inside Customer Service

JULY 1, 2021

Both even professed to be fans of the principles outlined in The Service Culture Handbook. The CEO of the growing company consistently modeled the service culture he was trying to create. You have to walk the talk if you want your employees to be customer-focused. A vision gives employees clarity. The other did not.

Customer Service 209

Customer Service Contact Center 209

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

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

Customer Think

APRIL 25, 2024

In this Sales Leadership Awakening podcast, Gerilyn Horan, Hilton’s VP of Group Sales, shares insights on creating a supportive environment and the importance of feedback, coaching, and company culture for employee engagement and retention. I think […]

Sales 52

Sales 52

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?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

SurveySensum

APRIL 9, 2024

times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. The higher the employee engagement, the better will be your customer experience and the greater will be the number of happy customers!

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Bill Quiseng

JANUARY 10, 2022

Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below. Even if bosses could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints.

Customer Loyalty 167

Customer Loyalty Customer Service Customer Experience 167

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

Intercom, Inc.

APRIL 14, 2022

. “David and I both believe that great cultures and employee experiences result in exceptional customer experiences” David is an inspiring, experienced leader who will build on the fantastic culture and employee experience that we’ve developed at Intercom to help us continue to grow and build the future.

Real Estate 129

Real Estate B2B Customer Experience 129

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Construction 52

Construction Start-ups Innovation Gaming 52

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. But this doesn’t have to be your organization’s reality.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

ECXO

APRIL 18, 2024

Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. The employees there saw customers as numbers on a sheet, not humans with needs and emotions. Jose faced many challenges in his quest to bring a customer-centric culture to TechEase.

Customer Experience 104

Customer Experience Start-ups Customer Feedback Sales 104

Futurelab

DECEMBER 27, 2023

Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.” Stay rooted in data: Leverage your research background to advocate for and foster a culture of data-driven decision-making within the CX function.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Fonolo

JUNE 8, 2021

This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ? Start by exploring our list of agent engagement strategies below. A Guide to Fostering Agent Engagement in a Hybrid Contact Center. The Challenge of Driving Agent Engagement.

Contact Center 133

Contact Center Technology Technology Start-ups 133

The Squawk Point

JUNE 8, 2022

Peter Drucker once said that “Culture eats strategy for breakfast” Those words chime so loudly for me that it is like sitting in the belfry next to Big Ben. Is there any evidence that culture drives business performance? Does culture really eat strategy for breakfast? Centre for Evidence-Based Management.

Education 105

Education 105

Execs In The Know

MARCH 21, 2023

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. More specifically, the employees do.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Experience Investigators

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

The DiJulius Group

AUGUST 2, 2021

The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Read Full Article.

Customer Experience 126

Customer Experience 126

Fonolo

MARCH 14, 2023

The work can be repetitive and stressful, leading to employee burnout. How to Foster Agent Engagement in Today’s Contact Center How to Calculate Turnover Rates To measure agent retention, you’ll need to calculate your team’s turnover rate. Here are some tips for hiring new agents: Create employee profiles.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Execs In The Know

JUNE 7, 2023

Cultural Alignment The importance of cultural sensitivity and alignment when outsourcing CX functions is a hot topic right now. Engaged Partnership Successful outsourcing partnerships require active engagement from both parties. Hybrid flexibility has been shown to boost productivity and employee satisfaction.

CX 85

CX Compliance Artificial Intelligence AI 85

ECXO

JUNE 11, 2023

The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience. Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy. This applies to both customers and employees.

Customer Experience 122

Customer Experience Government CX Customer Loyalty 122

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

DMG Consulting

FEBRUARY 19, 2024

Cultivating Employee Satisfaction and Engagement View this article on the publisher’s website Employee satisfaction/engagement has decreased tremendously in the past few years. Many recent employee job satisfaction studies reflect a growing level of unhappiness among the U.S. and many other countries.

Contact Center 48

Contact Center Sales Customer Service 48

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

Zendesk

DECEMBER 13, 2022

The world of work has changed dramatically over the last several years, but something that has remained constant is the need for talented, engaged employees. The power of employee experience has never been clearer. You need loyal employees who are committed to your vision and your customers.

97

97

Execs In The Know

FEBRUARY 6, 2024

In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. This shift starts with a cultural change, spearheaded by leadership.

CX 102

CX Business Growth Technology Technology 102

Logicalware

MARCH 20, 2024

Many companies have realised the benefits of allowing their employees to work from anywhere, anytime, and with any device. By allowing employees to have more control over their work schedules, they can better manage personal obligations, spend more quality time with family, and pursue personal interests.

52

52

SurveySensum

MARCH 4, 2024

Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. Doesn’t this make anonymous employee feedback sound absolutely integral to an organization? Let’s start with knowing what anonymous employee feedback is.

Start-ups 52

Start-ups Gaming Structured Data Construction 52

Execs In The Know

MAY 1, 2024

Promote an inclusive culture where conversations are normalized and encouraged. Encourage your organization to implement equitable programs accessible to all employees. In the workplace and beyond, you can be an advocate by being open about your own experiences and supporting others in their journey.

105

105

Lumoa

OCTOBER 24, 2023

One surefire way to deliver happiness to customers is to create a culture of happiness within the company. Happiness-Contributing Experiences: Create and deliver meaningful and life-enriching products and services that make customers and employees feel empowered. Customer Experience (CX) hinges upon customers’ sentiments.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83