PeopleMetrics

DECEMBER 12, 2019

If you can allow employees to choose their work, they will be more engaged and dedicated. Designate successful teams and employees as office consultants. Include an employee in a “special meeting” they wouldn’t otherwise attend. Recognize your employees’ personal accomplishments.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Our four-part online Employee Engagement course covers the employee ambassador concept.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Beyond Philosophy

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake? I’d be interested to hear your insight in the comments below. Please click here to learn more.

CEM 60

CEM Policies Customer Retention Conference 60

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

SuiteCX

DECEMBER 22, 2015

Customer Experience will expand to focus on employee engagement. In order to make your organization attractive to current and future employees, it will be necessary to treat them as valuable individuals, providing fulfilling work and varied paths to success. Companies will begin to use CEM to develop new products and services.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Experience Matters

APRIL 7, 2015

We help businesses mature their program over time with expert consulting services. Clarabridge gives an organization’s employees customer feedback tools that alert them to problems, help them route and track issues, and allow them to make the right decisions to continuously improve customer experience. Confirmit. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Here is an excellent example of separating the “what,” weather delay in Denver that leaves passengers stranded on the runway in Wyoming for hours, from the “how,” having pizza delivered, so passengers don’t have to starve while they wait.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

JANUARY 12, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement' The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Follow Colin Shaw on Twitter @ColinShaw_CX The post 3 Steps to Becoming #1 on Trip Advisor appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Leadership 154

Leadership CEM Sports Hotels 154

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Employee Engagement. 5 Keys to Employee Engagement in Customer Experience Management article. 5 Keys to Employee Engagement in Customer Experience Management webcast (17:15).

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Experience Investigators by 360Connext

MARCH 12, 2018

” The post Why Your Customer-Centric “Breakthrough” Is Not Working appeared first on Customer Experience Consulting. .” The one that sounded more like “you can do this – you can make the change!”

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

SmartKarrot

JULY 26, 2021

Customer Experience Director Customer Experience Manager Customer Experience Consultant Customer Experience Specialist Customer Experience Agent Customer Experience Advocate. According to research, a more engaged workforce may be the path to a better customer experience. What is customer experience management (CEM or CXM)?

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 60

B2C B2B Metrics Analysis 60

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60

Beyond Philosophy

JUNE 4, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Customer Centricity 60

Customer Centricity Retail Leadership Customers 60

ECXO

NOVEMBER 3, 2024

Engagement is a key driver of innovation, with Gallup reporting that companies with high employee engagement are 17% more productive and experience 21% higher profitability. Engaged employees tend to have a stronger commitment to their roles and are more proactive in seeking solutions and improvements.

Innovation 295

Innovation e-support Leadership Culture 295

Ian Williams

MARCH 20, 2020

customerexperience #cx #cem #culture #companyculture. __. I often get sick employee engagement programs that end up being razzle and jazz hands and the aim is let’s try and change the culture, but they’re trying to do it in a matter of weeks and everyone knows that that’s not going to bring about real behavioural change.

Culture 52

Culture Company Policies Leadership 52