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 be good. Be GREAT out there!

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Experience Investigators by 360Connext

NOVEMBER 19, 2014

We get it when we’re customers. We know the dread we feel when we need to make a customer service call over a problem with billing. We feel defeated scheduling a repair, knowing our days will be subject to the 4-hour window when the service person might appear. Because in truth, we do get it. We get it.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. When employees are engaged and motivated, they are more likely to deliver exceptional customer service.

Employee Engagement 142

Employee Engagement Engagement Strategy Effort Score 142

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Proactive customer engagement takes off. “By

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

eglobalis

NOVEMBER 3, 2024

Cisco also exemplifies this approach, particularly in its B2B customer service for enterprise solutions. By providing comprehensive training and fostering a culture of trust, Maersk enables its employees to address customer issues promptly and effectively, without the need for prolonged managerial approval.

B2B 514

B2B Culture Innovation Loyalty 514

The DiJulius Group

APRIL 14, 2021

Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. The post Want Stronger Employee Engagement? Engage Their Families appeared first on The DiJulius Group. 5 Quick Tips to Help you Make Price Irrelevant 1.

Employee Engagement 116

Employee Engagement Engagement Banking Tips 116

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 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

Experience Investigators by 360Connext

OCTOBER 6, 2014

Great customer experiences can do that. Customer service reps and retail cashiers are no exceptions. If the customer experience stinks, the people who suffer are the ones customers face. Customer service is part of something bigger. It’s exciting to see customer service get a lot of attention.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Matters

NOVEMBER 14, 2014

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart. Step 2: Recognition is Important .

Employee Experience 132

Employee Experience Customer Service Customer Experience Employee Engagement 132

InMoment XI

JUNE 30, 2022

If you explain to them WHY they need to deliver good experiences, you are likely to see a higher uptick in excellent customer service. On the flip side, you can explain to them that if customers have negative experiences, they are less likely to return, which has negative implications for the third party contractors.

Customer Experience 396

Customer Experience Employee Engagement Customer Retention Communication 396

Experience Investigators by 360Connext

DECEMBER 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.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Don’t underestimate the power of this.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73

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

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. And when we CARE each customer is wowed and happy, intent on returning again and again, raving to others along the way.

Customer Care 200

Customer Care Customer Service Culture Customers 200

Experience Matters

DECEMBER 22, 2014

That’s why he implemented a customer service policy called FAWTSY (Find A Way To Say Yes). ” He told me that if employees feel respected and taken care of, then they will treat the fans the way that the organization wants them to be treated (I couldn’t agree more, see our Employee Engagement Resources ).

Culture 313

Culture Sports Employee Engagement Leadership 313

Experience Investigators by 360Connext

OCTOBER 6, 2014

Too often, the worst case scenarios are all we hear about when it comes to showcasing customer experience. Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ShepHyken

JANUARY 24, 2020

If service seems to lag, you might take a look at your service strategy – as well as employee engagement strategy. More often than not, bad customer service can be attributed to employee ambivalence. Usually, the reality of the issue can be summarized in one sentence: A lack of employee empowerment.

Customer Service 134

Customer Service Employee Engagement Retail Culture 134

Uniphore

DECEMBER 20, 2021

With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. Added to an agent’s toolbox, these solutions can improve performance, reduce time-consuming manual tasks and drive employee engagement and satisfaction. Want to learn more?

Customer Service 130

Customer Service Contact Center Employee Engagement Customers 130

Kayako

MARCH 29, 2019

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers. Set the Right Expectations.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

Michel Falcon Experience

JANUARY 10, 2019

There are many customer service skills that employees must possess to contribute to the success of a company. It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right?

Training 151

Training Customer Service How To Employee Engagement 151

InMoment XI

DECEMBER 3, 2024

It enables real-time analysis of key metrics to uncover customer insights and predict behavior. As a result, it’s essential to harness the power of AI to improve customer service. Invest in self-service options like intelligent chatbots for quick issue resolution.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

AUGUST 17, 2023

Enable Self Service Through Digital Channels: Invest in user-friendly digital platforms, such as websites, mobile apps, and self-service portals, to facilitate easy self-serve interactions with your business. Train and enable agents to better understand and empathise with customers’ feelings.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Tips 120

Tips Customer Service Company Knowledge Base 120

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Welcome to Multi-Channel Customer Support. Customer Service, a stand alone department in many companies, remains a call center. Every customer can relate to the frustration of being transferred from one department to another to resolve what seems like a simple issue. 5 Keys to Multi-channel Customer Support.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. Get more information on The Customer Focus ™ customer service training programs. I liked what I was seeing.

Sports 141

Sports Customer Service Customer Service Training Customers 141

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 82% describe the customer service process as being a lot of effort.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

OCTOBER 22, 2014

Most organizations, when defining their customer touchpoints, list things like: Billboards. Welcome Letter/Customer Communications. Customer Service Call Centers. I use online chat to engage. Does it make sense to the customer? I have a problem and look for customer service. <- Direct Mail.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Experience Investigators by 360Connext

OCTOBER 2, 2014

According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. Customers who are surprised and delighted with their experiences share their experiences with others.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

Russel Lolacher

JUNE 15, 2021

“Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

TechSee

AUGUST 7, 2024

The development of chatbots, automated email responses, and AI-driven customer support tools marked a new era in customer service automation. Today, CXA encompasses various technologies such as AI, machine learning, and big data analytics to provide personalized and efficient customer experiences.

Customer Experience 124

Customer Experience Customer Service Chatbots System 124

Experience Investigators by 360Connext

NOVEMBER 13, 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 Confidence 279

Customer Confidence Report Retail Loyalty Programs 279

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