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

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. To understand what customers value, you’ll need to think like a true digital native. Unleash and Unburden Your Employees.

Contact Center 246

Contact Center Education AI Start-ups 246

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H focuses on the emotional and relational aspects of business, advocating for empathy, authenticity, and personalized experiences in all exchanges.

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

1 to 1

JANUARY 27, 2014

Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement brandtrust employeeengagement trustabilty trustableairlines unitedairlines' I responded, "Let me guess--United Airlines.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 52

Customer Experience Customer Loyalty Customer Service 52

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

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

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. based company.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. What is an Employee Journey?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 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

Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. asked an employee as she approached Sally. In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan.

Retail 261

Retail Social Media Finance Sales 261

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Customer Think

MARCH 4, 2024

Employee engagement and customer satisfaction are intrinsically linked to the success of any business. Engaged employees who are motivated, committed, and dedicated play a crucial role in creating positive experiences for customers.

Customer Satisfaction 67

Customer Satisfaction 67

Customer Think

APRIL 3, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers.

Customer Experience 48

Customer Experience 48

Shep Hyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.

Customer Service 137

Customer Service CX Customer Experience 137

Shep Hyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

CX 112

CX Technology Technology Omnichannel 112

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. These two revolutions have enhanced competitiveness, customer satisfaction, and business growth.

CX 102

CX Business Growth Technology Technology 102

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. Enter the agent-focused employee experience.

CX 64

CX Technology Technology Construction 64

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

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

InteractionMetrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Do we have friction points that frustrate our customers?

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

CSAT.AI

NOVEMBER 2, 2022

No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. This McKinsey article gives an example of a company who increased pay by 15% with no improvement in employee churn. CX: Customer Sentiment.

CX 82

CX Customer Service Non-Profits Sentiment Analysis 82

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

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

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

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

RateMyService

MARCH 26, 2023

Behind great customer experiences, there are great employee experiences! Just as customers are consumers of your brand’s products and services, employees also consume your brand and workplace. By prioritizing EX, companies can create a positive work environment that benefits the employees and the company.

CX 52

CX Customer Satisfaction Start-ups Customer Experience 52

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Churn Rate Understanding why customers leave is as crucial as acquiring new ones.

Sentiment Analysis 69

Sentiment Analysis Net Promoter Score Predictive Analytics Customer Experience 69

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Blake Morgan is a customer experience futurist, author and keynote speaker.

Customer Experience 142

Customer Experience CX Innovation B2B 142

RateMyService

MARCH 26, 2023

Measuring employee experience is critical for creating a positive work environment that fosters engagement, retention, and productivity. In today’s competitive business environment, it’s crucial for HR professionals to regularly track employee experience (EX) metrics to ensure they’re meeting their employees’ needs.

Net Promoter Score 52

Net Promoter Score Government NPS CX 52

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Logicalware

APRIL 2, 2024

The role of the contact centre agent is continually adapting to changing customer behaviours and new technologies. Let’s explore why product training is important for contact centres and how it can benefit both the agents, customers and contact centre. How product knowledge improves service quality Knowledge is power.

Customer Satisfaction 40

Customer Satisfaction Customer Retention Innovation Customer Experience 40

Execs In The Know

MAY 16, 2024

May 16, 2024 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce its fall Customer Response Summit (CRS) , a CX leadership event, will be held in Palm Springs, California on September 24-26, 2024. It’s a privilege and honor to support their purpose at Customer Response Summit.”

CX 40

CX Innovation Sales Technology 40