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

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. John Daido Loori, The Great Way, Best Buddhist Writing 2008.

Exercises 72

Exercises Leadership Employee Engagement CRM 72

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. If we’re doing it right, we are creating companies full of employees focused on CX.

Tips 296

Tips Culture Exercises Feedback 296

Experience Investigators by 360Connext

JUNE 23, 2020

Without empathy around that person and that experience, you don’t only risk missing an opportunity to make your customers’ and employees’ lives better… you risk directly making them worse. 7 Ways to Turn Customer and Employee Empathy into Action. Include role-play exercises in regular training cadences.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Experience Investigators by 360Connext

DECEMBER 15, 2023

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers, and to your employees! Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Matters

DECEMBER 18, 2018

It was a great exercise. We have some amazing people across Qualtrics who regularly help organizations master all aspects of XM: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Product Experience (PX).

Trends 260

Trends Exercises Employee Experience Course 260

CX Accelerator

DECEMBER 31, 2018

Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this! Nate recently turned me onto OfficeVibe which can help you measure employee engagement. She even includes several exercises in the book.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

CSM Magazine

MAY 7, 2024

Physical Team Building Exercises Field Day : A classic out-of-door exertion, Field Day, engages crews in competitive games like relay races and haul- of- war. We’ve got the scoop on some of the most engaging team building exercises that’ll have your crew collaborating like best buddies and boosting morale sky-high.

Exercises 52

Exercises Engagement Culture Groups 52

SurveySparrow

APRIL 8, 2022

While there is a lot of discussion around workplace harassment, research shows that feeling ostracized at work has an equally severe impact on employee engagement. Learn the effects of workplace ostracism on employee engagement. Get tips for employees to recover from ostracism at work. Employee happiness.

Employee Engagement 59

Employee Engagement Engagement Tips Culture 59

BlueOcean

OCTOBER 4, 2021

Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. An engaged team is a team that strives to deliver consistently high quality. So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Service Untitled

SEPTEMBER 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee engagement is a force behind success Cheryl September 08, 2010 Behind the Scenes , Employees , Hiring & Training 2 Comments Employee engagement is the motivation, commitment, and loyalty of people working in order to further an organization’s interest.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

ShepHyken

MAY 27, 2019

Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. My Comment: Work on your employee engagement and you’ll have better customer engagement. These are the Tips that Will Help You Achieve That. .

Customer Journeys 110

Customer Journeys Customer Service Employee Engagement Exercises 110

Alida

MARCH 8, 2018

Our customer experience team recently embarked on an exercise to create our own personas. We engaged our executives to further validate our direction. Finally, we engaged our customer-facing teams using our insight community. Engaging with stakeholders and SMEs internally was crucial to answering these important questions.

Customer Journeys 150

Customer Journeys Exercises CRM Customers 150

Alida

AUGUST 24, 2016

How will you keep us engaged? Here are seven strategies to ensure your Millennial employees love the workplace: Make salaries competitive. My generation is acutely aware of our worth as employees, thanks to information sources like Glassdoor, and we know when we’re being undervalued. What does this mean for companies?

Engagement 100

Engagement How To Culture Policies 100

BlueOcean

OCTOBER 4, 2021

Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. An engaged team is a team that strives to deliver consistently high quality. So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

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. If we’re doing it right, we are creating companies full of employees focused on CX.

Tips 182

Tips Culture Exercises Feedback 182

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. If we’re doing it right, we are creating companies full of employees focused on CX.

Tips 182

Tips Culture Exercises Feedback 182

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. When done right, employee feedback can affect real change throughout your organization. Worse yet, they fail to act on the data they collect, increasing employee frustration and jeopardizing engagement in the process.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

Experience Investigators by 360Connext

FEBRUARY 23, 2021

It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers and to your employees! . This is a great exercise to encourage employees to see exactly how their role delivers for the customer.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

ECXO

JULY 23, 2024

This is quite different from the traditional leadership model, which focuses on the accumulation and exercise of power by the person at the “top of the pyramid” A servant leader makes the needs of their team a top priority, encourages personal growth, and fosters a community-oriented spirit within the organization. Here’s how: 1.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. Employee engagement hovers around 9,000. We can’t forget that improving organizational health improves customer engagement. employees say they are engaged in their work. .

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Michel Falcon Experience

MARCH 12, 2019

I’m going to give you a lot of entertainment and engagement, but a lot of education as well too. But I lasted three semesters, it didn’t make sense to me to pay and then I wasn’t engaged, I wasn’t learning. And what is the purpose of our team members as individuals, not as employees?

Culture 12

Culture Employee Engagement Company Engagement 12

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. Creating opportunities for remote socials and team-building exercises will make it easier for team members to reach out to one another for support.

Tips 121

Tips Customer Service Company Knowledge Base 121

Maz Iqbal

OCTOBER 7, 2014

These folks cannot believe their luck: listening to the voice of the customer has become a mandatory exercise for just about every organisation and their is an endless appetite for what the VoC vendors are selling. Customer Experience has been and continues to be a blessing for one set of folks: the VoC vendors.

Customer Centricity 102

Customer Centricity Leadership Employee Engagement Exercises 102

Experience Investigators by 360Connext

JUNE 4, 2015

In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. But if mapping is handled as an exercise in channels , the experiences will continue to be disjointed, inconsistent and frustrating! I really hoped everyone walked away with one big idea.

Omni-Channel 110

Omni-Channel Customer Journeys Exercises Social Media 110

Experience Investigators by 360Connext

MARCH 11, 2015

” Some searches come up empty, but this exercise can help you find topics that inspire you in ways you might otherwise miss! Blog Communications Customer Engagement Featured Opinion Blogging content marketing customer engagement leadership linkedin Social Media writing' Follow relevant publications.

Tips 110

Tips Social Media Leadership Exercises 110

SurveySparrow

OCTOBER 10, 2020

That is why popular wisdom is that it’s well worth investing in workforce engagement in the Workplace. After all, only if employees are engaged will they care about the company. It’s a good thing; there are plenty of excellent workforce engagement software to make that all possible. . Workforce Engagement Software #1.

Tools 59

Tools Engagement Employee Engagement Employee Experience 59

Lumoa

APRIL 24, 2018

Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. Being social drives engagement; engagement drives loyalty and advocacy; and both correlate directly to increased sales." What’s critical is the discipline to focus more on engaging customers than to chase a specific score." linkedin Why? "I

System 317

System Effort Score NPS Net Promoter Score 317

BlueOcean

OCTOBER 10, 2016

A customer journey mapping exercise should reveal the best way to measure customer experience in the context of each specific project. Side-by-side coaching is effective in both nurturing empowerment and refining decision-making skills while nurturing employee engagement.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

SurveyGizmo

MAY 28, 2020

As an HR leader, creating a great place to work by improving the employee experience is at the heart of everything we do. It keeps employees engaged, productive, and loyal. The Employee Engagement Solution: An HR Success Story. At SurveyGizmo, the employee experience is at the core of everything we do.

Employee Experience 98

Employee Experience Employee Engagement Rewards Programs Culture 98

Experience Investigators by 360Connext

JUNE 29, 2015

While journey mapping as an exercise certainly shines a light on your customer and helps everyone inside your organization hopefully think about things through that lens, at least for a while, it doesn’t always take into account the way competitors influence your customers. It all comes back to customer expectations.

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

Strativity

JANUARY 22, 2020

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop.

Exercises 40

Exercises Innovation eBook Strategy 40

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Maz Iqbal

OCTOBER 26, 2014

What about leadership: is the exercise of leading and leadership reducible to a formula? Does the successful implementation of a new CRM systems and the associated way of showing up and operating in the organisation yield to a specific method? Is great customer service reducible to a recipe?

Leadership 96

Leadership CRM Employee Engagement Culture 96

Experience Investigators by 360Connext

MAY 19, 2015

Your journey mapping exercise should lead to real action to improve your customer experience. Journey mapping could help you find small problems that will be BIG issues in the future, but only if you actually include it all. When it’s not about action that drives change. It’s difficult to change a beautiful, overly-designed image.

Customer Journeys 110

Customer Journeys Social Media Exercises Software 110

Customer Bliss

AUGUST 23, 2016

He led numerous client engagement teams around the globe including financial services, insurance, healthcare, pharmaceutical, and automotive companies in Europe, the Middle East, Asia, and the United States. Discovery work at the beginning of a CCO engagement is key. You need to do a culture crystallization exercise with employees.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0