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. Comparably’s ranking is a good starting point to draw tighter connections between happy employees and happy customers.

Connections 227

Connections Employee Engagement Study Employee Experience 227

InMoment XI

APRIL 18, 2022

Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work? More and more, we are finding that employee commitment represents a more progressive and actionable EX construct. What Causes Employee Turnover?

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

eglobalis

MARCH 13, 2025

Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 232

Leadership B2B B2C Effort Score 232

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

Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee Engagement 124

Employee Engagement Engagement Employee Experience Culture 124

InMoment XI

MARCH 2, 2022

The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment. Why Can’t Traditional Employee Engagement Research Target Company Culture For Improvement?

Culture 195

Culture Connections Company eBook 195

Calabrio

FEBRUARY 26, 2025

This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality. But theres a clear solution: investing in employee engagement. Happy employees lead to happier customers.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

Experience Matters

JANUARY 7, 2019

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” ” It just makes sense.

Employee Engagement 310

Employee Engagement Employee Experience Engagement Survey 310

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged.

B2B 339

B2B Customer Journeys How To Effort Score 339

GetFeedback

SEPTEMBER 6, 2018

times more engaged employees than companies with poor customer experience. When employees are happy, customers are happy. And when customers are happy, employees are happy. How employee engagement and satisfaction impact end customers. Employee happiness matters to customers.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. Whats the point of gamification in customer service?

Gamification 130

Gamification Contact Center Engagement Call Center 130

InMoment XI

MARCH 23, 2022

Even if your brand isn’t one of the thousands of companies around the world currently scrambling to remedy its employee support investment problem, you’ve probably heard the phrase “employee engagement” get thrown around as a remedy to The Great Resignation.

Brands 370

Brands Policies Employee Engagement Employee Experience 370

Alida

OCTOBER 4, 2016

To get the most business value out of your online communities, you must work to keep members engaged. Member and customer engagement was a hot topic at our Customer Intelligence Summit in Chicago this year. Connection is established when the community supports shared experiences. Boredom is the enemy of engagement.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Experience Investigators by 360Connext

DECEMBER 17, 2014

Map the customer journey. (Or connect with us and leave it to the pros!). 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 Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

NOVEMBER 24, 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 Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Customer Bliss

AUGUST 29, 2017

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. Episode Overview. About Rhonda.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

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. Blog Communications Culture Customer Experience Featured communication employee engagement Entrepreneurship Groupon linkedin'

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Matters

DECEMBER 22, 2014

I asked Hall about the connection between baseball operations and the rest of the organization, which is an area that I’ve seen clearly split-up within other professional sports teams. The Diamondbacks use several mechanisms to engage employees.

Culture 313

Culture Sports Employee Engagement Leadership 313

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Being able to influence and engage people at all levels of the business to understand the role they play in managing CX is a core competency of anyone working in the profession.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

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. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth.

Employee Engagement 86

Employee Engagement Engagement Company Contact Center 86

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

Engagement 129

Engagement Employee Engagement Employee Experience Healthcare 129

Experience Investigators by 360Connext

OCTOBER 6, 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 Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

InMoment XI

DECEMBER 3, 2024

InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. Invest in employee coaching to align more of the workforce with the customer-centric vision. The model encourages greater employee engagement as the CX program continues to progress.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Investigators by 360Connext

OCTOBER 6, 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 Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

NOVEMBER 5, 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 Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

NICE inContact

AUGUST 27, 2019

So, the importance of engaging customers and connecting with them emotionally can’t be overstated. Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent.

Connections 149

Connections Tips Social Media Multi-Channel 149

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

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

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Ensuring Safety and Offering Additional Engagement. This also demonstrated that even in the face of an unexpected hurricane, we were able to find a way to pivot and create an opportunity for further engagement.

Connections 147

Connections Contact Center Analytics Travel 147

Experience Investigators by 360Connext

OCTOBER 9, 2014

As a media agency, they are looking ahead seeing these ultimate connections. 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.

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Experience Investigators by 360Connext

OCTOBER 22, 2014

According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. I use online chat to engage. Yes and no, Wikipedia. <- Why?

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Experience Investigators by 360Connext

OCTOBER 29, 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.

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

BlueOcean

DECEMBER 2, 2024

In our world, maybe the guest mentions at check-in that they’re in town for a family member’s graduation – if the agent who checks out asks them about the graduation ceremony, that creates engagement for both the agent and the guest. I look for how engaged a candidate is in this conversation. Are they listening? Does it excite them?

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

One of the many challenges of this type of connectivity is how these systems were originally set up. What’s worse, is when it’s obvious the various channels aren’t connected. Be sure marketing, PR, legal and customer service are well-trained and well-connected around these channels. Are you staying connected?

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Experience Investigators by 360Connext

NOVEMBER 17, 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.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Experience Investigators by 360Connext

DECEMBER 22, 2014

They lose a tremendous amount of meaning if you don’t connect the dots within the numbers. A version of this post appeared on iMedia Connection. Sure, we don’t always understand them, but they are more likely to be forgiven than processes. Statistics can only get you so far.

Data 242

Data Social Media Analysis Consulting 242