CX Journey

JULY 21, 2015

It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. Smart simplicity has six rules. Know what your colleagues do.

Employee Engagement 80

Employee Engagement Engagement Resources Groups 80

Kerry Bodine

OCTOBER 11, 2021

In the past, one of my favorite studies to cite showed a correlation between employee engagement at big box retailers like Kohl’s, Costco, and Best Buy and customer satisfaction with those same firms. It’s a beautiful graph (if you’re into that sort of thing).

Connections 227

Connections Employee Engagement Study Employee Experience 227

Provide Support

JULY 5, 2016

Highly engaged employees make the customer experience. Disengaged employees break it. Are your employees passionate about their jobs and committed to contribute to your company’s goals? In fact, employee disengagement is a bigger problem than most employers realize. © 2003 - 2015 Provide Support LLC.

Employee Engagement 47

Employee Engagement Engagement Infographics Study 47

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. Congratulations on this very well deserved award.”

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Investigators by 360Connext

MARCH 12, 2015

Have a listen and then be sure to subscribe to hear more from SXSW 2015. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. Employee engagement? The post What’s the customer experience focus for 2015? Customer Experience Employee Engagement Resources Voice of the Customer'

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. This is the sixth annual benchmark of CX activities, competencies, and maturity levels.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” ” To help accelerate the focus, we created our Engage Employees campaign. Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Flexibility.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. First and foremost, no one can make an employee engaged.

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. B2B Blog Customer Engagement Customer Experience Featured customer service Education leadership linkedin loyalty membership webinars' All set with your shiny new strategies and bold new plans? ” We’ve all been there.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Investigators by 360Connext

JUNE 22, 2015

Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Share innovation as it happens. Help users find each other and support your brand.

Social Media 110

Social Media Engagement Video Innovation 110

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Data-driven decision-making: The organization uses customer data to inform its CX strategy and decision-making.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

CX University

SEPTEMBER 30, 2024

. “Participants will gain practical skills to implement CX strategies that boost customer loyalty, employee engagement, and ultimately, business performance.” Since 2015, CX University has been dedicated to developing experience makers and growing the discipline of Customer Experience worldwide.

Training 52

Training Net Promoter Score Customer Experience Customer Centricity 52

Think Customers

DECEMBER 8, 2014

Customer Engagement Customer Experience Customer Strategy Emerging Trends Employee Engagement Marketing businessdisruption digitaldisruption disruptingbusinessin2015 technologydisruption' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Innovation 81

Innovation Employee Engagement Trends Customer Engagement 81

Experience Matters

OCTOBER 15, 2015

H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings (post). State of Customer Experience Management, 2015 (report). Employee Engagement Competency & Maturity (report). Positive Psychology Infuses Customer Experience (post). Customer Experience Matters (video). What is Customer Experience?

eBook 120

eBook Video Employee Engagement Customer Experience Design 120

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Beyond Philosophy

JANUARY 12, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Beyond Philosophy

MARCH 16, 2015

Colin is an international author of four bestselling books and an engaging keynote speaker. The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM CRM Conference Employee Engagement 60

Think Customers

JUNE 24, 2015

But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central to advancing customer and employee engagement. 1to1Media.com/weblog.

Meeting 40

Meeting Engagement Employee Engagement Innovation 40

Daniel Group

AUGUST 21, 2020

Time to integrate your CX, CI, and Employee Engagement Programs. How are your CI (Continuous Improvement), Customer Experience (CX), and Employee Engagement (EE) programs stacking up? One of the takeaways of this story is that employee engagement makes all the difference. WELCOME TO SUCCESS STRATEGIES.

Employee Engagement 52

Employee Engagement Engagement Culture Customer Experience 52

Alida

AUGUST 24, 2016

How will you keep us engaged? Here are seven strategies to ensure your Millennial employees love the workplace: Make salaries competitive. My generation is acutely aware of our worth as employees, thanks to information sources like Glassdoor, and we know when we’re being undervalued.

Engagement 100

Engagement How To Culture Policies 100

Wired and Dangerous

MARCH 7, 2016

workers in 2015 who Gallup considered engaged in their jobs averaged 32%. The majority (50.8%) of employees were “not engaged,” while another 17.2% ” The 2015 averages are largely on par with the 2014 averages, and reflect little improvement in employee engagement over the past year.

Employee Engagement 70

Employee Engagement Training Engagement Financial 70

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). Employee Engagement : Employees are fully committed to the goals of your organization.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. Engaged employees lead to.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Wired and Dangerous

AUGUST 20, 2018

Gallup* reports that 87% of employees worldwide are not engaged! The majority (67%) of employees were “not engaged,” while another 18% were “actively disengaged.” ” The 2017 data are largely on par with the 2015 data and reflect little improvement in employee engagement over the past year.

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. The average proportion of employees engaged at their work could be as low as just 13%. The UK was placed 18th out of 20 countries, with UK employee engagement decreasing over the past 12 months. This is a hot topic.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

Customer Interactions

JULY 7, 2015

“The year of the employee,” is the title CX maestro Bruce Temkin gives to 2015 and most of this week’s authors will concur. Paradoxically, the more customer-centric a company seeks to be, the more it must focus on employee engagement and satisfaction.

Social Media 28

Social Media Customer Centricity Employee Engagement Engagement 28

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Technology 110

Technology Customer Experience Social Media Trends 110

Maz Iqbal

SEPTEMBER 24, 2015

Today, … Continue reading State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1). Worth pointing out that Nunwood has been acquired by KPMG so is now KPMG-Nunwood. Back to the research titled: A New Era of Experience Branding. You can download this by going to the KPMG-Nunwood website.

Analysis 48

Analysis Brands Employee Engagement Omni-Channel 48

Experience Investigators by 360Connext

JANUARY 23, 2015

Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? Blog Communications Customer Engagement Customer Experience customer service Featured free webinar linkedin marketing social customer care Social Media webinar' 11:00 AM - 11:30 AM CST.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Kerry Bodine

JANUARY 18, 2021

I think about the December 2019 Verge exposé about hip luggage brand Away , in which 14 employees told stories of being verbally abused, forced to work long hours without overtime pay, and denied requests for time off in order to catch up on an ever-growing backlog of customer emails.

Comparison 227

Comparison Culture Groups Customers 227