ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Employee Engagement 139

Employee Engagement Engagement Strategy Effort Score 139

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

Experience Investigators by 360Connext

OCTOBER 20, 2014

Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. How customer focused organizations communicate has everything to do with BOTH sides of that coin. Where have we gone wrong?

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Michelli Experience

JANUARY 19, 2018

Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Defining Employee Engagement. How Can We Measure the Impact of Employee Engagement?

Employee Engagement 127

Employee Engagement Engagement Effort Score Measurement 127

InMoment XI

DECEMBER 3, 2024

Activate: Key skills include communication and expertise building to ensure teams have the skills, support, and incentive to achieve CX goals. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. For example, tracking NPS to determine the success of recent loyalty efforts.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Second to None

OCTOBER 19, 2020

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? Employee Satisfaction vs. Employee Engagement. An even stronger signal?

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

Experience Investigators by 360Connext

FEBRUARY 23, 2021

But if employees, partners and others only hear about customer experience as a one-time or even once-per-year thing, then how are they supposed to really understand and see the possibilities of it? Organizations that focus on customer experience as part of who they are don’t stop communicating about it. Start with the why.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Ecrion

AUGUST 12, 2020

Better customer engagement helps to build a stronger relationship between your business and your customers. But did you know that employee engagement is just as important as customer engagement for creating stellar CX? No matter the industry, customer satisfaction is deeply connected to greater employee satisfaction.

Employee Engagement 105

Employee Engagement Infographics Engagement Customer Experience 105

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee Engagement 108

Employee Engagement Engagement Software Technology 108

Experience Investigators by 360Connext

OCTOBER 5, 2021

And then there are those leaders who don’t even have CX in their title, like Chief Marketing Officer or Employee Engagement Director. It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. They are change agents.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

ProProfs Chat

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is Employee Engagement?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

ProProfs Chat

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee Engagement 98

Employee Engagement Software Tools Engagement 98

ijgolding

JUNE 14, 2017

As I have committed my experiences, thoughts and knowledge to writing, several common themes and ‘connections’ have risen to the surface. If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If Misinformed customers and colleagues.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Experience Investigators by 360Connext

OCTOBER 15, 2014

Ann and I had communicated virtually for a number of years by then. By the time we both arrived at the party, we were well connected in person. Ann understands and communicates which rules are sacred and which rules are meant to be broken. (I’ve It was at South by Southwest Interactive Conference about 5(!)

Social Media 275

Social Media Consulting Conference Communication 275

Experience Matters

DECEMBER 22, 2014

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. But Hall is so committed to the culture, fan experience, and community items that he told me that the organization was cutting baseball payroll this year instead of cutting those other items.

Culture 313

Culture Sports Employee Engagement Leadership 313

TechSee

SEPTEMBER 2, 2020

Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points. How can they drive remote employee engagement? Call Center Engagement ideas. Managers can assign collaborative tasks that encourage team members to stay connected and work together to meet specific goals.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. 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 Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

OCTOBER 22, 2014

Welcome Letter/Customer Communications. The challenge with viewing touchpoints this way is this approach often assumes the customer has a) been in a linear and direct relationship with the organization and b) reads and engages with these touchpoints in meaningful ways. Direct Mail. In-Store Cashiers. Customer Service Call Centers.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Integrity Solutions

OCTOBER 14, 2020

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? How Communication Styles Set The Tone For Customer Relationships.

Communication 134

Communication Tips Sales Customers 134

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day Twitter Chat: Communication: A Pillar of Customer Experience Success Beginning at 4 PM CT. Blog Customer Experience customer service Featured CXPA employee engagement linkedin networking Social Media' 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

OCTOBER 16, 2014

The world is incredibly diverse, small, connected and transparent. Speaking in corporate overlord language in communications aimed at Generation Y. Translating communications in a way devoid of nuance or appropriate syntax. If you are communicating online, you are communicating with the world. Welcome them!

Social Media 259

Social Media Culture Consulting Communication 259

Experience Investigators by 360Connext

DECEMBER 3, 2014

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.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers. Choose the right communications tool for your meetings.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Employee Engagement 86

Employee Engagement Engagement Company Contact Center 86

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers. Blog Communications Culture Customer Engagement Customer Experience customer service Featured customer engagement customer relationships leadership linkedin loyalty'

Banking 286

Banking Loyalty Culture Social Media 286

Calabrio

JUNE 29, 2020

This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . More than ever we need to operate as a truly connected, global company.

e-support 264

e-support Culture Employee Engagement Innovation 264

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

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.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. One example of this comes from an InMoment quick service restaurant (QSR) customer who has had great success by building an employee Facebook group to share success stories.

Feedback 369

Feedback Culture eBook Customers 369

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. Now more than ever, keeping the lines of communication open are essential, and eliciting feedback makes this possible. . When done right, employee feedback can affect real change throughout your organization.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

CX Accelerator

DECEMBER 31, 2018

This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. During the meetings, the leader explained the objective and importance, and then individuals could way in on norms for things like communicating. They have a free or paid version.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Vonage

MAY 13, 2019

And just like in December of 2019, we brought together a group of thought leaders to exchange ideas over a breakfast about customer service in the context of inherently connected and demanding customers. Building a solid communication foundation. The role of engaged employees. Engaged employees can make it or break it.

Omni-Channel 210

Omni-Channel Policies Employee Engagement Communication 210

Experience Investigators by 360Connext

NOVEMBER 19, 2014

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 Service 257

Customer Service Company Customer Relationship Management Hospitality 257

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

InMoment XI

SEPTEMBER 20, 2022

Even consultants and professional HR associations like the Society for Human Resource Management have determined that even high-level satisfaction doesn’t necessarily mean closer connection to the employer or greater employee performance. Employee Engagement: Doing What (Almost) Everybody Else Does. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Comm100

NOVEMBER 23, 2022

Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak. The personalization opportunities of omnichannel are only limited by the services connected. Agent experience (AE) gets greater focus.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246