Maz Iqbal

OCTOBER 1, 2014

On Tops And Their Struggle With Customer Experience and Employee Engagement. Have you noticed that the folks who occupy the seats of power (‘Tops’) in organisational life struggle with ‘Customer Experience’ and ‘Employee Engagement’? By that I am not pointing at the talk.

Employee Engagement 74

Employee Engagement Engagement Customer Experience Case Study 74

Michel Falcon Experience

APRIL 3, 2019

The post Improve Your Customer Experience With Customer Journey Mapping (Case Study Included) appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker. Along the way, if you need help, feel free to contact me directly (michel@michelfalcon.com). We can jump on the phone, and I can answer any questions you might have.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Bold360

JANUARY 22, 2020

But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. Contact center employees answering calls and chats. Read the case study for more insights that you can apply to your company.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

CX University

SEPTEMBER 27, 2018

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. .

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

SurveyGizmo

FEBRUARY 12, 2020

More and more companies are recognizing the human and business benefits of prioritizing employee engagement. They are infusing engagement into their company DNA and, together with SurveyGizmo, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS).

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

CX Accelerator

DECEMBER 31, 2018

This can be a place where you explore, discuss and agree upon how you approach what some view as “gray area” You could even create a handful of “case studied” where you explain a situation (Mary was coming back from break and decided to chat with Rita quick about….XYZ. They have a free or paid version.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Second to None

NOVEMBER 11, 2023

Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Why is it important to measure employee engagement? Engagement is ever-changing.

Employee Engagement 62

Employee Engagement Engagement Net Promoter Score Metrics 62

Customer Bliss

FEBRUARY 16, 2017

When you combine all the elements above around pre-existing attitudes on employees and not wanting to be cost-heavy, many concepts fall to the background. A good example would be employee engagement. And it drives the engagement of internal stakeholders, while also referencing customers. How easy is this?

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

Experience Matters

SEPTEMBER 10, 2015

To make this effort smoother, Temkin Group recommends adopting an approach we call Employee-Engaging Transformation (EET), which consists of five practices: Vision Translation, Persistent Leadership, Middle Management Activation, Grassroots Mobilization, and Captivating Communications.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

CX University

JULY 31, 2018

But their process is also remarkably easy to understand, which makes them a fascinating case study. Employee Engagement Case Study of Quicken Loans. This closed-loop system validates employee feedback and builds trust, improves morale, and at the same time helps the organization change very quickly.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

NICE inContact

SEPTEMBER 27, 2019

More employee engagement, Check, check. To learn more on how Empire Today is using CXone to improve their processes and customer experience, see our case study. Results that continue to improve—again, check. Philip says that in all these ways, CXone has taken Empire Today to the next level. “I

Abandon Rate 137

Abandon Rate Contact Center Case Study Call Center 137

Maz Iqbal

APRIL 12, 2015

Case Studies Culture Customer Experience Customer Loyalty Employee Engagement Leadership / Change / Transformation Management Organisational Design culture customer loyalty employee engagement humanity in organisations Idries Shah dividing camels leadership leadership starts with becoming a human being peter senge'

Employee Engagement 48

Employee Engagement Loyalty Engagement Case Study 48

Michel Falcon Experience

AUGUST 17, 2016

Doing so will, more often than not, increase employee engagement. The Workplace Research Foundation says that highly engaged employees are 38% more likely to have above-average productivity. Along with statistics, it’s interesting to read what proven business leaders have to say about employee engagement.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

Maz Iqbal

SEPTEMBER 8, 2014

Case Studies Customer Experience Customer Service Employee Engagement Knowledge Leadership / Change / Transformation Organisational Design analyse-think-change customer experience customer service leadership new ecology of leadership organisational change see-feel-change structure determines behaviour total customer satisfaction'

Customer Satisfaction 116

Customer Satisfaction Case Study Leadership Travel 116

Beyond Philosophy

OCTOBER 11, 2019

One of the most significant is a decrease in employee engagement. For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We So, our employee engagement levels have now become also part of our focus.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

Maz Iqbal

OCTOBER 14, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Customer Service , Employee Engagement , Leadership / Change / Transformation Tagged: brand promise , customer experience , customer loyalty , customer service , employee engagement , leadership , Nunwood 2014 CX Excellence , value propositions.

Customer Philosophy 91

Customer Philosophy Case Study Customer Experience Employee Engagement 91

Maz Iqbal

DECEMBER 10, 2014

Case Studies CRM Culture Customer Experience Customer Service Employee Engagement Leadership / Change / Transformation Management building a customer-centric organisation building a new organisation customer centricity customer experience customer service customer-centric retailing governance investing in your people Leadership failure Tesco'

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

Up Your Service

MAY 16, 2016

16% points gain in employee engagement. Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. 55% points gain in customer-facing ideas. 6% points gain in Net Promoter Score.

Case Study 40

Case Study Technology Study B2B 40

Up Your Service

MAY 16, 2016

16% points gain in employee engagement. Read the complete Case Study now. The post NIIT Technologies – B2B Technology Industry Case Study in Service Revolution appeared first on UP Your Service. 55% points gain in customer-facing ideas. 6% points gain in Net Promoter Score.

Case Study 40

Case Study Technology Study B2B 40

Maz Iqbal

OCTOBER 9, 2014

Case Studies Culture Customer Experience Customer Loyalty Customer Service Employee Engagement Leadership / Change / Transformation culture Customer Engagement customer experience Customer Experience Excellence 2014 customer loyalty customer service employee engagement leadership Nunwood State of the Customer Experience 2014'

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Maz Iqbal

SEPTEMBER 17, 2014

Case Studies Culture Customer Experience Customer Service Employee Engagement Leadership / Change / Transformation Management Organisational Design adjustment costs customer centricity customer experience customer satisfaction customer service handling difficult customers hotels organisational change six simple rules work context'

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

PeopleMetrics

MARCH 2, 2015

(That might be due to the fact that the companies able to articulate purpose and success are also more likely to be managing employee engagement and culture.) The bulk of companies are just trying to figure out where to start: engagement or culture? If you’re asking, “How can we get employees to care?”

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Maz Iqbal

SEPTEMBER 11, 2014

The participants hung out together doing team exercises, case studies, got feedback on their behavioural styles, and discussed the issues that the Hugh Russel was facing. How did it go?

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. He spoke with employees, volunteers, contractors, and some patients to understand what has and hasn’t worked in the past.

System 162

System Hospitality Customer Experience Guest Experience 162

Confirmit

MARCH 1, 2018

ENGAGE began working with the insurer in 2014 to undertake a strategic, long-term employee engagement program. The insurer’s employee engagement program covers all 12,000 of its staff across the UK and two offshoring populations in India and South Africa. Voice of the Employee Case Studies.

Employee Engagement 40

Employee Engagement Engagement Insurance Case Study 40

Maz Iqbal

OCTOBER 10, 2014

I wish you a great weekend and thanks for listening.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. If you are going to reserve resources in 2015 to improve your customer experience look at your employee engagement first. How are you onboarding your newest employees? Brian Scudamore.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

SaleMove

MARCH 5, 2021

As financial organizations consider these priorities, virtual branches can help fulfill many key strategic needs–enabling them to meet customers and members in their comfort zones, delivering scalable solutions, increasing employee engagement and productivity, and more. . “A

Banking 89

Banking Case Study Financial Video 89

Blake Morgan

JANUARY 20, 2022

On her blog, Denise shares insights and case studies from big brands. . As an author, speaker and podcaster, Jeanne includes case studies and best practices from top brands on her blog. . Joseph shares case studies and principles from top brands. . Donna Weber . Jeanne Bliss . Jeannie Walters .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. It could go on for many more steps or it could be just a few.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

InMoment XI

MAY 30, 2024

Improved Employee Engagement Internally, text analysis software can be used to gauge employee sentiment through surveys, feedback forms, and other communications. The benefits of text analysis software extend across various facets of business operations, from customer service and marketing to compliance and employee engagement.

Analysis 195

Analysis Software Self Service Social Media 195

BlueOcean

NOVEMBER 30, 2017

Pro tips: Excel may not be the best choice of file formats and you will want to make it easy for bidders to add supplemental files and file types to highlight their facilities or share case studies. In the worst case, you’ll get an answer that says: Please see the response to Question 2.3.ii.

Contact Center 149

Contact Center Call Center Report Transportation 149

Beyond Philosophy

JULY 17, 2017

Take note of Goldstein’s point and ensure your company culture and employee engagement is all it could be. Register now for our FREE webinar on Employee Ambassadorship: Realizing and optimizing stakeholder value. Case Study: Enhance Your CX with This Technology. What about your company?

Technology 132

Technology Touchpoint Case Study Consulting 132

Maz Iqbal

OCTOBER 16, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Employee Engagement , Leadership / Change / Transformation Tagged: Accelerating CX Improvement , customer experience , Four critical dimensions of Customer Experience , leadership , Nunwood 2014 CX Champions , transformational change.

Customer Journeys 73

Customer Journeys Customer Philosophy Case Study Customer Experience 73

Beyond Philosophy

JULY 24, 2017

And thus began an excellent case study in how NOT to treat your customers. Improve your employee engagement and your subsequent customer experience. Register now for our FREE webinar ‘Employee Ambassadorship: Realizing and optimizing stakeholder value’ on August 10th.

Employee Engagement 111

Employee Engagement Case Study Sales Customer Experience 111

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. link] What Do You Get Out of This Field Services Influencers List? How to sift through it all?

Management 41

Management Automotive Leadership Effort Score 41