CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Research also clearly supports the argument that the morale and engagement of employees directly impact customer satisfaction. Recognition: Celebrate your customer service heroes.

Airlines 45

Airlines Hotels Customer Satisfaction Retail 45

Retently

OCTOBER 19, 2018

Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. This is why the Chief Customer Officer is responsible for interacting with frontline employees (like call center operatives and field technicians).

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

ProProfs Chat

SEPTEMBER 20, 2019

Invented in 2004, NPS was called the “the one question you’ll ever need.” Employees are the cornerstone of any successful business. How engaged or satisfied an employee is with their job is directly reflected on their performance in the job. This is where the Net Promoter Score (NPS) comes in.

Survey 56

Survey Net Promoter Score Effort Score NPS 56

CSM Magazine

OCTOBER 11, 2019

They had to win the hearts and minds of all employees, old and new, and they did that by delivering a thorough and strategic employee engagement programme. Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services.

Customer Service 40

Customer Service Airlines Travel Customers 40

Customer Enthusiast

MAY 27, 2015

It was in Scottsdale, Arizona in 2004. Given an average class size of 12, delivering two presentations each (of which I evaluated half), a couple of quick calculations suggest that I observed 480 presentations totaling 72 hours. Today (perhaps nine years removed from my last class), of those presentations, I can vividly recall exactly one.

Groups 40

Groups Retail Video Course 40

Customer Enthusiast

MAY 27, 2015

It was in Salt Lake City, Utah in 2004. Given an average class size of 12, delivering two presentations each (of which I evaluated half), a couple of quick calculations suggest that I observed 480 presentations totaling 72 hours. Today (perhaps nine years removed from my last class), of those presentations, I can vividly recall exactly one.

Groups 40

Groups Retail Video Course 40

Russel Lolacher

JUNE 27, 2022

A few reasons he is awesome – He is an international keynote speaker (a 2004 inductee into the International Professional Speakers Hall of Fame), best-selling author multiple times over with his most recent book Fully Staffed: The Definitive Guide to Finding and Keeping Great Employees available now.

Culture 52

Culture Employee Experience Multi-Channel Course 52

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Strategies to build trust and improve employee engagement. Leadership behavior and employee voice: Is the door really open?

Culture 26

Culture Communication Multi-Channel e-support 26

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130