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

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. In their 2009 meta-analysis presented by Gallup, Harter et al.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Encouraging employees to do the wrong thing for short-term gains or report half-truths to avoid the wrath of a boss will inevitably lead to bad behavior toward customers. Worry about your guys.” ” Click To Tweet.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

DECEMBER 17, 2014

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Make sure they do.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. 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

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. They have been asked to make deposits into the relationship bank (through trust, loyalty, etc.) It’s ingrained in their culture. However, there are conditions. How can you invest in advance? Here are some ideas: 1.

Banking 286

Banking Loyalty Culture Social Media 286

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

NOVEMBER 5, 2014

Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

InMoment XI

DECEMBER 3, 2024

For example, tracking NPS to determine the success of recent loyalty efforts. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. For example, a collaboration between marketing and product teams to engage a specific user segment with a new feature.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

BlueOcean

DECEMBER 2, 2024

Paul has earned acclaim for his outstanding management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. TL;DR: The key to great customer service begins with listening to both your customers AND your employees, then taking what you heard and acting on it. Empathy is key.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Experience Investigators by 360Connext

OCTOBER 29, 2014

Do we live in a throwaway culture? After finishing a frustrating contract with a mobile provider, I received a “No Strings Attached” gift for my loyalty, which was a mobile hotspot. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

Experience Investigators by 360Connext

SEPTEMBER 28, 2016

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting. These simple moments add […].

Employee Engagement 110

Employee Engagement Engagement Consulting Loyalty 110

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CX University

MAY 16, 2023

A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect. In addition, employee engagement is also a critical factor that affects the customer experience.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

CX Accelerator

DECEMBER 5, 2017

With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Focus Do you want to know the top reason people stay at their jobs?

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

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

Calabrio

MARCH 22, 2025

In this complete guide to call center management, well untangle some of these complexities, offering actionable strategies and best practices to optimize your contact center and drive sustainable growthultimately transforming it into a strategic asset that enhances customer loyalty and strengthens your business’s bottom line.

Contact Center 130

Contact Center Management Strategy Call Center 130

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Customers want to know your culture. Customers want to know them even more, so their stores are reflective of their fun and playful culture. Customers want to be a part of the culture they’ve created. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

GetFeedback

JANUARY 31, 2020

Competition for customer loyalty is stronger than ever in 2020. With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Customers may want personalized loyalty rewards, exclusive promotional discounts, or even product improvements.

Strategy 230

Strategy Customer Experience NPS Culture 230

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. Loyalty does not mean forever for customers. I love to hang around with entrepreneurs. What happens when companies scale?

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Culture 112

Culture Effort Score Leadership Conference 112

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

OCTOBER 16, 2014

Underscoring cultural or contextual stereotypes and not even realizing it. Consider the -isms and -ia that might be alive and well within your culture. Language, culture and community are nuanced and living organisms. Consider this: Showcasing images representing one kind of person only – in stock photos.

Social Media 259

Social Media Culture Consulting Communication 259

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

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

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This not only enhances skills but also fosters a culture that prioritizes customer experience.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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. How toxic is your culture?

Culture 110

Culture How To Leadership Social Media 110

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

CloudCherry

FEBRUARY 24, 2018

What doesn’t change is that building loyalty and retaining customers in the long-term is the only way brands can drive profitability. Delivering great customer experiences has become a lot more integral to improving loyalty. Also, did you know that 64% of employees are unsatisfied with their work culture?

Employee Engagement 191

Employee Engagement Culture Policies Employee Experience 191

BlueOcean

JUNE 26, 2018

Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Today, what matters most is the cultural fit. What role do employee engagement and incentives play in your success? Empathy is key. We want to hear from you.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives?

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

InMoment XI

DECEMBER 16, 2021

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.

Company 195

Company Communication Culture Employee Experience 195

Talkdesk

MAY 6, 2019

Recent research shows that organizations with highly engaged employees outperform those with low employee engagement by over 200%. If your employees are punching the clock every day, putting on a thin facade of politeness with customers, just to stay employed—then you’re missing out. What’s in it for me?”

Employee Engagement 84

Employee Engagement Tips Engagement Contact Center 84