InMoment XI

MARCH 2, 2022

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. In the famous words of Peter Drucker, “Culture eats strategy for breakfast.”

Culture 195

Culture Connections Company eBook 195

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. Employees learn to do what’s always been done, even if it’s only been a few months! Trying to manage the outcome from humans is vexing, whether they are employees or customers. Where have we gone wrong?

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

ijgolding

JUNE 14, 2017

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 Communication is such a vital component – the more creative and inventive you are in getting the message across, the better!”. Failure to communicate effectively will have consequences.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

ECXO

JUNE 11, 2024

Personalized Learning and Development AI-driven personalized learning paths and continuous feedback mechanisms are revolutionizing employee development. By tailoring learning experiences to individual needs and career aspirations, AI fosters a culture of continuous improvement and skill acquisition.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Don’t just lead your employees.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

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

InMoment XI

MAY 10, 2022

Train your employees to go above and beyond to provide your customers with helpful, friendly, and knowledgeable service to create an experience your customers will remember. Simply put, investing in employee engagement saves you money. Step #4: Marketing and Communication. Step #2: Store Experience.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

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. Scale A solid customer-centric culture begins materializing in this stage.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. Communicate in shareable ways. Blog Culture Customer Experience Featured employee engagement leadership linkedin' What if your company spread the news about great experiences just as much as bad ones? Get to the root cause.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas.

Employee Engagement 150

Employee Engagement Engagement Survey Leadership 150

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas.

Employee Engagement 150

Employee Engagement Engagement Survey Leadership 150

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

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

InMoment XI

DECEMBER 16, 2021

However, today more is needed of employees: Namely, proven direct causation, the specific defined linkage, and intersection, of employee thinking and behavior to customer brand/company loyalty and advocacy in the marketplace. He hit the mark with that statement.

Company 195

Company Communication Culture Employee Experience 195

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

InMoment XI

JULY 18, 2022

In food services, operations managers are typically concerned with hiring and training employees, coordinating work and schedules, developing working relationships with front and back of house staff, and more. Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center.

Feedback 369

Feedback Culture eBook Customers 369

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

TechSee

SEPTEMBER 2, 2020

How can they drive remote employee engagement? Call Center Engagement ideas. Foster a culture of collaboration. Creating a culture of collaboration drives teamwork and a higher sense of morale for agents who see themselves as part of a bigger picture, working together toward a greater goal.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Tips 296

Tips Culture Exercises Feedback 296

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. 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.

Banking 286

Banking Loyalty Culture Social Media 286

InMoment XI

OCTOBER 5, 2022

The reverse is also true: When employees are not satisfied, they become liabilities to your brand. The question is, then, “What is the critical element to helping employees engage in their work?” It’s called motivation, and you can’t have engagement without it. Areas of Staff Motivation to Keep in Mind.

How To 370

How To Feedback Customer Centricity Strategy 370

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. Leaders Can Make or Break Culture Change.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

Experience Investigators by 360Connext

OCTOBER 16, 2014

Speaking in corporate overlord language in communications aimed at Generation Y. Underscoring cultural or contextual stereotypes and not even realizing it. Translating communications in a way devoid of nuance or appropriate syntax. If you are communicating online, you are communicating with the world.

Social Media 259

Social Media Culture Consulting Communication 259

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach. Is customer centricity already part of the company DNA and culture?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 80

Employee Engagement Banking Culture Engagement 80

Calabrio

JUNE 29, 2020

I believe the work we have done as a collective Calabrio team to create a culture of collaboration, sharing, inclusion and innovation is the foundation of our 2020 Top Workplace ranking. . At the onset of the pandemic, we immediately looked for ways to use technology to empower our global employees.

e-support 264

e-support Culture Employee Engagement Innovation 264

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Bill Quiseng

JANUARY 3, 2022

We CARE for each member of our team: We COMMUNICATE with each other. And when we CARE each team member is energized and enthused to engage with each other and our customers. We CARE for each customer: We COMMUNICATE with each customer with a smile, eye contact, and polite interaction. Or even better ….

Customer Care 200

Customer Care Customer Service Culture Customers 200

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

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

Experience Investigators by 360Connext

JANUARY 27, 2017

Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is. The post Are Your Employees Engaged to Tell You the Truth? And innovation is one […].

Employee Engagement 110

Employee Engagement Engagement Consulting Innovation 110

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. We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. Train and communicate with as many teams as you can.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

InMoment XI

SEPTEMBER 20, 2022

A large national financial services company, concerned that it was experiencing over 30% turnover among new employees, decided to give them a 13% bonus. Those employees who were “satisfied” happily took the additional money, but the result was no discernible decrease in churn. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

CX Journey

SEPTEMBER 9, 2014

In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. The book is about employee engagement through trust relationships, or in a nutshell, building a culture of trust. Ernest Hemingway.

Effort Score 194

Effort Score Employee Engagement Guidelines Culture 194

BlueOcean

JULY 20, 2023

The buying team made in-person site visit to the shortlisted bidders’ locations to assess cultural compatibility and assess facility/location suitability. Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like. Does it align with your own?

Contact Center 294

Contact Center Travel Culture Meeting 294

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. Building the Company Culture of Truth.

Culture 103

Culture Company How To Employee Engagement 103