Kerry Bodine

OCTOBER 11, 2021

Medallia , a customer experience and employee experience feedback company. In the small and midsize company category , customer experience feedback company Alida ranked third. The notion that happy employees lead to happy customers is accepted as gospel in the customer experience world. I’ll be on the hunt.

Connections 227

Connections Employee Engagement Study Employee Experience 227

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

InMoment XI

DECEMBER 3, 2024

For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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 143

Employee Engagement Engagement Strategy Effort Score 143

GetFeedback

SEPTEMBER 6, 2018

And when customers are happy, employees are happy. How employee engagement and satisfaction impact end customers. Consider data from of the top industry leaders in employee experience: Starbucks. 87% of customers’ affinity toward Starbucks is because of the way the company treats its employees.

Employee Experience 170

Employee Experience Connections Customer Experience Net Promoter Score 170

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

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

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Web sites are designed, invoices are sent, and even customer feedback surveys are requested, but everything is so wonderfully automatic! If employees think this is the way to get ahead within, they will think nothing of doing the wrong thing for a customer. Some leaders take any positive feedback and own it – for themselves.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

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

DECEMBER 17, 2014

Map the customer journey. (Or connect with us and leave it to the pros!). Share the best with the employees who made it a great experience! Make a big deal out of great feedback! Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty'

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

InMoment XI

OCTOBER 2, 2019

Shortening the Time to Respond to Feedback Despite an already high engagement score, a national employer has overhauled its engagement survey process to shorten the time it takes between receiving and responding to feedback. In effort to connect and compare employee engagement data with data on.

Feedback 150

Feedback Survey Effort Score Employee Engagement 150

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 109

Employee Engagement Engagement Software Technology 109

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

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

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. If you're a longtime customer, you might be familiar with our iceberg philosophy: the feedback you hear directly is just the tip of the iceberg, there's a lot more going on underneath the surface. Here's an overview: 1.

Employee Engagement 94

Employee Engagement Measurement Engagement Touchpoint 94

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. Obsession expressed through actioning customer feedback. It also means an internal culture shift toward paying attention to real-time customer feedback.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

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

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Sadly, it's often just talk. Not at all.

Connections 140

Connections Effort Score How To Self Service 140

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. Often integrated within these platforms are speech analytics tools , which transcribe and analyze voice interactions , and sentiment analysis tools, which determine the emotional tone of customer feedback.

Software 130

Software Customer Journeys Tools Contact Center 130

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

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

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. These additional learning opportunities were a big hit, and we loved all the feedback from our customers about them. Top 10 Takeaways from the Calabrio Customer Connect. Contact Center as a Profit Center.

Connections 147

Connections Contact Center Analytics Travel 147

Experience Investigators by 360Connext

FEBRUARY 18, 2015

Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? Is leveraging customer feedback an essential part of the innovation process? What do you think? Let us know in the comments below!

Innovation 110

Innovation Feedback Automotive Social Media 110

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Key point : Feedback surveys have to be thoughtfully designed into each touchpoint, in terms of the channel, timing, and survey questions. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Experience Investigators by 360Connext

NOVEMBER 26, 2014

We get such tremendous feedback and ideas from our community, and many of you have become friends and clients. Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers. You can read the rest of the letter here.).

Banking 286

Banking Loyalty Culture Social Media 286

Retently

DECEMBER 10, 2024

This ensures survey data flows smoothly into your broader customer data ecosystem for a fuller understanding of customer behavior and feedback. Each of these will help you select a survey tool that fits your needs and drives meaningful customer feedback. Pricing : Cost-effectiveness is essential, but so is value.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Engage with Your Audience: Build strong relationships with your audience through active engagement.

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

DECEMBER 10, 2014

Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? Blog Customer Engagement Customer Experience customer service Featured customer satisfaction feedback linkedin retail surveys' It most recently happened to me at a mobile phone store.

Customer Satisfaction 243

Customer Satisfaction Survey Retail Social Media 243

Experience Investigators by 360Connext

DECEMBER 15, 2023

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers, and to your employees! Show employees how everyone benefits from achieving these results. Celebrate employee feedback!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

DECEMBER 8, 2014

So when challenged with customer feedback that not only does the billing process stink but Sally hasn’t been helpful, your brain literally rejects these ideas. They view feedback as a gift of enlightenment instead of a punch in the gut. You know she cares very much about customers. Your own brain denies the ugly truth.

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) However, feedback alone cannot direct a strategy. Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Accelerator

DECEMBER 31, 2018

Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What Nate recently turned me onto OfficeVibe which can help you measure employee engagement. How do you think you’re doing?Anything

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

MARCH 23, 2021

Web sites are designed, invoices are sent, and even customer feedback surveys are requested, but everything is so wonderfully automatic! She said it helped her stay connected to the real issues their customers were facing, and helped her team understand how their roles were connected to these outcomes.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Experience Investigators by 360Connext

DECEMBER 31, 2014

We want to hear your feedback and deliver what you’re seeking, so don’t be shy! It’s all about you. Are there topics you’d like us to cover in webinars or guests you’d like us to invite on the podcast? Let us know! That’s right, we got you covered.

Entertainment 247

Entertainment Leadership Social Media B2B 247

InMoment XI

MARCH 25, 2025

It shows up often in marketing and the sales process (such as with location-based campaigns ) and retail (in the form of customer feedback)but its also a great tool for developing contact center teams. With CI, feedback isnt just one persons point of view anymore. Heres how: 1. Its grounded in cold, hard facts.

Contact Center 195

Contact Center Call Center Software Leadership 195