CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

InMoment XI

JUNE 8, 2023

You can read about alphabroder’s full employee experience journey and receive specific examples of changes they’ve made because of their employee engagement and feedback data that is used by every executive, manager, and associate. “At

Apparel 372

Apparel Employee Engagement Employee Experience NPS 372

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

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! Customer-centric cultures are built from the top and the bottom within an organization. Hearing positive feedback about our behavior is a pretty critical part of being a human being.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

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

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

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. Continuous Improvement: Customer experience serves as a continuous customer feedback loop for product improvement and helps you to identify emerging trends, evolving needs, and areas that require ongoing enhancement.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Employee Engagement 142

Employee Engagement Engagement Strategy Effort Score 142

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 NPS 370

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 #2: Store Experience.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

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. As a brand, Amazon strives to give an experience that is a solid example of customer-obsessed culture from the top down. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

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

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

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

Experience Investigators by 360Connext

DECEMBER 17, 2014

Share the best with the employees who made it a great experience! Make a big deal out of great feedback! Do they to reflect a customer-centric culture? Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc. Keep track of microinteractions!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

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

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

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

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

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

eglobalis

SEPTEMBER 19, 2024

This article explores the core strategies that align employee motivation with both transformational goals and CX improvements, ensuring sustainable success for businesses. 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.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

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. It’s ingrained in their culture. 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

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Ultimately, the marketing strategy will only be effective if the culture of the organisation is aligned to creating customer value.

Culture 264

Culture Measurement Customer Centricity Hotels 264

PeopleMetrics

MARCH 27, 2025

The Case for Recognition At PeopleMetrics, weve helped companies implement recognition alerts those golden nuggets of feedback where a customer calls out an employee who went above and beyond. That feedback becomes a trigger for a recognition alertand thats where the cultural shift begins. No AI required.

Sports 62

Sports Management Culture Customer Centricity 62

GetFeedback

JANUARY 31, 2020

It’s important to recognize that customers who take time to give feedback—good, bad, or neutral—are engaging with your brand and want to see their experience improve. . Be sure you prioritize action plans around critical VoC feedback and execute quickly. Increase employee happiness for a better customer experience.

Strategy 230

Strategy Customer Experience NPS Culture 230

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

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Calabrio

MARCH 22, 2025

In the process, contact center management is evolving to be a keyor perhaps the keysite for obtaining customer feedback, uncovering insights, and delivering experiences that fuel improved customer loyalty, better strategic decision-making, and support sustainable business growth.

Contact Center 130

Contact Center Management Strategy Call Center 130

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Ask for feedback.

Culture 110

Culture How To Leadership Social Media 110

Retently

OCTOBER 28, 2024

In this article, we’ll explore how stay interviews work, why they’re efficient for employee retention, and what key strategies you can use to turn feedback into meaningful changes. Key Takeaways Stay interviews allow companies to address employee concerns early, reducing dissatisfaction and turnover. What are Stay Interviews?

Net Promoter Score 78

Net Promoter Score Effort Score Leadership Feedback 78

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

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. 7 Ways to Turn Customer and Employee Empathy into Action. An organization I worked with had “active listening” as a desired competency for employees. Empathy is not: Problem-solving.

Exercises 214

Exercises Culture Employee Engagement Customers 214

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

CloudCherry

FEBRUARY 24, 2018

Also, did you know that 64% of employees are unsatisfied with their work culture? There’s no debating that employees are the face of your organization. The best of brands are what they are today because of their culture and employees. They are made of happy, delighted, passionate and motivated employees.

Employee Engagement 191

Employee Engagement Culture Policies Employee Experience 191

CloudCherry

FEBRUARY 16, 2018

Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher. If your organization’s culture is based on competition, with every department trying to outdo each other, your VoC program is heading towards failure.

Voice of Customer 220

Voice of Customer Customer Centricity Culture Feedback 220

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