ECXO

MARCH 11, 2025

Action Point: Develop a CX scorecard that combines customer experience data with financial KPIs. Step 5: Build Cross-Functional Alignment and Collaboration CX is not just a function of customer service it spans marketing, sales, product, IT, and operations. If you enjoyed this read, connect with me on LinkedIn !

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

BlueOcean

JUNE 26, 2018

We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences? I look for how engaged a candidate is in this conversation. How do metrics and standards play a role in customer service?

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

CSM Magazine

MARCH 6, 2025

Power firm UK Power Networks has won the top prize for employee engagement strategy at the UK Institute of Customer Service’s prestigious annual awards. Judges liked the firm’s approach to staff retention and skills building, which achieves customer satisfaction as well as employee engagement.

Employee Engagement 52

Employee Engagement Engagement B2B Customer Satisfaction 52

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. Poor work-life balance lowers morale and contributes to high turnover rates.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

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 Whats the point of gamification in customer service? trillion dollars ? Yes, thats trillion , with a t.

Gamification 130

Gamification Contact Center Engagement Call Center 130

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

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

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

The DiJulius Group

APRIL 3, 2025

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience.

Employee Engagement 87

Employee Engagement Culture Feedback Groups 87

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

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

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

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 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

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. 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? Step 1: Implement Employee Engagement Software

Employee Experience 135

Employee Experience Customer Service Customer Experience Employee Engagement 135

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

InMoment XI

DECEMBER 3, 2024

Invest in employee coaching to align more of the workforce with the customer-centric vision. Focus on a cross-functional approach to improving customer experiences. 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

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 75

Customer Service Ecommerce Self Service Omni-Channel 75

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. We RECOGNIZE, honor, and offer accolades for our team’s acts of service. Customer service is for a job.

Customer Care 200

Customer Care Customer Service Culture Customers 200

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. Let employees be the change they want to see.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

NICE inContact

AUGUST 10, 2020

What's a good way to improve customer experience (CX), satisfaction, and loyalty? Start by increasing employee engagement. Organizations with highly engaged employees can typically expect higher productivity, quality, and employee retention.

Contact Center 156

Contact Center Engagement Employee Engagement Management 156

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Customer Journey Mapping and Process Redesign To improve CX, companies need to view interactions through the customers eyes.

B2B 339

B2B Customer Journeys How To Effort Score 339

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 136

Customer Service Employee Engagement Retail Culture 136

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. Welcome Letter/Customer Communications. <- Why?

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

InMoment XI

OCTOBER 14, 2024

It’s always better to ask about one aspect of the customer experience at a time to keep respondents engaged. If you are interested in getting deeper insights from your customers, ask them to rate a product or service and then ask them to elaborate on that rating once they have submitted it. Design personalized surveys.

Survey 195

Survey How To Hospitality Feedback 195

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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

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

NOVEMBER 26, 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.

Banking 286

Banking Loyalty Culture Social Media 286

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

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

Experience Investigators by 360Connext

OCTOBER 29, 2014

Each time a customer leaves and returns, it costs the company money. And not to mention the word-of-mouth fallout from poor customer service. There are the famous examples now of fed-up customers doing everything from posting flaming sites to picketing outside the corporate office.

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

Uniphore

DECEMBER 20, 2021

At the same time, BPO employees are needed now more than ever. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. The right tools can empower employees. Enter conversational AI and automation. Want to learn more?

Customer Service 130

Customer Service Contact Center Employee Engagement Customers 130

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

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