ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. Training programs can build skills like customer journey mapping, design thinking, and emotional intelligence to better understand client needs.

B2B 339

B2B Customer Journeys How To Effort Score 339

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 145

Employee Engagement Engagement Strategy Effort Score 145

Calabrio

FEBRUARY 26, 2025

Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

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

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

AUGUST 17, 2023

Train and enable agents to better understand and empathise with customers’ feelings. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success. Personalise Interactions: Tailor your customer interactions to meet individual needs.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

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.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is a firm believer of Employee Experience. Erica Sosna.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? Employee engagement is defined as the emotional investment employees make in their organizations.

Employee Experience 109

Employee Experience Engagement Management Contact Center 109

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

InMoment XI

AUGUST 22, 2022

Employee churn is complicated. There are so many reasons why employees may choose to leave, whether it’s personal circumstances, career opportunities, or just a negative employee experience. There are also many different effects to consider when you lose an employee, both tangible and intangible.

Employee Experience 195

Employee Experience eBook Employee Engagement Call Center 195

BlueOcean

JUNE 6, 2017

One of the most important differences is that the employee experience is simply different in the outsourced world than it is in-house. If we compromise the early, important work related to agent profiling, recruiting, and training to meet a launch deadline, it almost inevitably impacts the turnover rate some 6-18 months later.

Contact Center 218

Contact Center Call Center Employee Engagement Employee Experience 218

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. Double-down on employee experience.

Employee Experience 96

Employee Experience Engagement Brands Employee Engagement 96

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. Read Full Article The post 198: The Value of Outspoken Employees appeared first on The DiJulius Group. DiJulius also highlights the.

Employee Engagement 87

Employee Engagement Culture Feedback Groups 87

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers. Choose the right communications tool for your meetings.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

InMoment XI

DECEMBER 16, 2021

A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibilities for growth, promotions and possibly more – – like training, work environment, and reward and recognition.

Company 195

Company Communication Culture Employee Experience 195

CloudCherry

FEBRUARY 24, 2018

While creating an effective employee engagement strategy, brands must ensure that the program sticks to prime focus always. This 10-step checklist can help you re-align your focus and reinforce your voice of employee program: 1. TRUST your employees and give them the freedom to experiment.

Employee Engagement 191

Employee Engagement Culture Policies Employee Experience 191

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX). The result?

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

InMoment XI

MARCH 2, 2022

The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment. Why Can’t Traditional Employee Engagement Research Target Company Culture For Improvement?

Culture 195

Culture Connections Company eBook 195

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. It’s ALL about keeping promises with CX.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

eglobalis

SEPTEMBER 19, 2024

Continuous Development and Training Continuous learning is vital for keeping employees engaged during times of transformation. When employees feel they are growing and developing, they are more likely to adapt to changes and contribute to both operational success and customer experience improvements.

Customer Experience 299

Customer Experience Leadership Innovation Roadmap 299

CX University

SEPTEMBER 27, 2018

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. .

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Are Disengaged Employees Really A Concern? Why Isn’t Training Enough To Drive Culture Change?

Employee Engagement 80

Employee Engagement Banking Culture Engagement 80

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

Second to None

NOVEMBER 11, 2023

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? Why is it important to measure employee engagement?

Employee Engagement 62

Employee Engagement Engagement Net Promoter Score Metrics 62

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

Andrew Mcfarland

JANUARY 16, 2018

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.

Employee Experience 99

Employee Experience Customer Success Customer Experience Software 99

SurveySparrow

NOVEMBER 21, 2020

A report from Achievers stated that only 19% of employees feel engaged in their organizations. So, here, we’ve we’ve given you five employee experience examples to show you how big companies are investing time in their employees. A poor employee experience can ripple your business for a lifetime.

Employee Experience 59

Employee Experience Employee Engagement Survey Customer Journeys 59

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You must line up the external experience to the internal one.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. Lezli Harrell, Vice President at COPC Inc.,

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

CX Journey

MARCH 7, 2018

These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. Employee engagement happens when there is some confluence of (1) emotions, commitment, passion, sense of ownership, etc. Some employees are satisfied simply because they get a paycheck or because they have a job.

Engagement 130

Engagement Employee Engagement Feedback Employee Experience 130

CSM Magazine

DECEMBER 15, 2022

A company that prioritises learning as part of its employee engagement strategy benefits the business environment and its workforce. Employee engagement is significantly affected by the time of competence. What Constitutes Continuous Learning for Employee Engagement in Its Simplest Form?

Employee Engagement 52

Employee Engagement Engagement Culture Training 52

Customer Bliss

JUNE 14, 2019

Keep Employees Engaged and Informed. To keep the salespeople engaged, Chester and his team have instituted quarterly meetings for updates on the business, priorities, and strategies. He also updates employees through his blog, Chester’s Chatter which he and the leadership team contribute to each month.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

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. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Engagement 113

Engagement Wireless Call Center Employee Engagement 113