ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Being able to influence and engage people at all levels of the business to understand the role they play in managing CX is a core competency of anyone working in the profession.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

COPC

JULY 23, 2021

Employees are the foundation for great businesses to thrive. Workforce engagement is vital in industries that rely heavily on human capital. A happy and satisfied employee will work efficiently and diligently for their organization. This models how FBC expects its employees to interact with customers daily. At COPC Inc.,

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. From an employee side, are you doing something beyond your classic employee engagement study. Do you have an employee pulse metric by division, region, or queue? A: There are three questions you should ask yourself first.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

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. B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged.

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

OCTOBER 5, 2021

And then there are those leaders who don’t even have CX in their title, like Chief Marketing Officer or Employee Engagement Director. Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . Ask leaders to present their ideas. The common thread among all these leaders?

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

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. Another thing to keep in mind is maintaining a consistent order in which you present your response options. Incorporate Visual Elements to Make Your Surveys Engaging. Clearly communicate the purpose and impact.

Survey 195

Survey How To Hospitality Feedback 195

CX Journey

JULY 21, 2015

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. Smart simplicity has six rules.

Employee Engagement 80

Employee Engagement Engagement Resources Groups 80

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. Now we’re presenting it just for you, and it’s totally free.

Entertainment 247

Entertainment Leadership Social Media B2B 247

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether.

Contact Center 294

Contact Center Travel Culture Meeting 294

InMoment XI

JANUARY 6, 2022

It’s hardly uncommon for organizations to reward employees, but whether you’re incentivizing above-and-beyond behavior or encouraging higher engagement, there’s always the risk that some reporting could be exaggerated. The best way to sidestep this potential obstacle is to base your incentive rewards on customer feedback.

Rewards Programs 370

Rewards Programs eBook Report Feedback 370

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Consider the opportunities this might present for retailers. 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

ijgolding

SEPTEMBER 1, 2014

No smile was present as we were told where to find our seats. In fact as soon as a different cabin crew member started to engage in conversation (with a beaming smile on her face), we felt so much better. Not only did he greet us with a warm smile, he was lovely with the children and happy to engage in conversation.

Travel 271

Travel Touchpoint Employee Engagement Customer Journeys 271

Customer Bliss

AUGUST 10, 2018

Because rather than the CCO dissecting information, making decisions, and presenting to leaders to sell them priorities to work on, leaders make the decisions as a team. In the customer room, the outcomes of the competencies are presented by the stage of experience. And why does the customer room work?

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Experience Investigators by 360Connext

DECEMBER 4, 2014

They care about how they present the survey to patients. As the patient leaves the appointment, they are presented with a touch screen of options just as they’re feeling warm and cared for by the wonderful doctors and nurses. It’s never a crooked, faded jumble of copied print.

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Part of developing a CX Charter is identifying the right people to attend and engage at meetings. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Retail 130

Retail Engagement Management Analytics 130

InMoment XI

NOVEMBER 30, 2023

Engage with Your Audience: Build strong relationships with your audience through active engagement. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Employee Training: Train employees to be brand ambassadors.

Brands 284

Brands Management Multi-Channel Social Media 284

Russel Lolacher

FEBRUARY 1, 2021

A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. This was not a presentation.

Report 81

Report How To Engagement Tips 81

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

Customer Bliss

OCTOBER 17, 2017

I think you’ll learn a ton, regardless of what level you are within CX presently. Some other major themes: Engaging employees as you also engage customers. Year 1 vs. Year 2 vs. Year 3 in terms of what needs to get done and be presented upwards. The Big Themes Of This Episode. It’s pretty interesting.

Customer Experience 57

Customer Experience Net Promoter Score Customer Journeys Self Service 57

ijgolding

SEPTEMBER 30, 2014

As an entrant, winner, judge and award presenter, I believe that Neil Skehel and his team have had a significant influence in evolving the UKs understanding of the ever increasing focus on Customer Experience across all sectors. If only those sceptics could have sat in on the dozens of presentations delivered last week. SUSTAINABILITY.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Alida

JUNE 1, 2017

Launch and Lifestyle Marketing Manager Eric Angeloro will share customer engagement best practices to support the go-to-market strategy for the Cadillac CT6 PLUG-IN. Enhancing employee engagement represents a tremendous opportunity for auto manufacturers, retailers and finance companies, all of whom have direct contact with vehicle owners.

Automotive 157

Automotive Conference Retail Employee Engagement 157

TechSee

JUNE 16, 2021

Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement. A company’s management team can invest in the best solution on the market and IT can install and configure it to reflect all their business processes, but if employees do not adopt it, it will never be a success.

ROI 251

ROI Case Study Strategy Wireless 251

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

BlueOcean

JANUARY 31, 2023

In our world, for example, we have both programs with attrition levels greater than 30% (where agents are dealing with angry consumers on every shift) and programs where attrition has held steady in the single digits for more than a decade (enterprise-level order management where agents rarely engage with someone who is upset or angry).

Contact Center 156

Contact Center Employee Engagement Insurance Call Center 156

Customer Bliss

AUGUST 29, 2017

Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. Her true passion is creating innovative approaches to customer experience, employee engagement and omnichannel marketing, transforming them into both human-centered and results-oriented programs. About Rhonda.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Customer Bliss

NOVEMBER 1, 2018

They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ijgolding

NOVEMBER 16, 2015

I was fortunate to do so by delivering a keynote presentation at the UK event held at Legoland. My presentation focused on the art of storytelling – I believe that it is an essential skill in the CX Professionals armoury to influence and inspire change. For around 5 of those hours I had to complete a presentation for a client.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

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 135

Customer Service Employee Engagement Retail Culture 135

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

Michelli Experience

SEPTEMBER 15, 2016

Suffice it to say I speak for a living – so providing a 12-minute speech is typically something I can do with a modicum of preparation, but presenting for a TEDx event is quite a different matter. I think I am on my 14 th edit of this brief presentation.

Engagement 100

Engagement Entertainment Conference Analysis 100

Lumoa

JANUARY 19, 2023

Also, their understanding and engagement in the company’s customer experience strategy is vital to its success. Here are a few stellar choices: Asana Basecamp Trello Zoho Projects Reporting Tools By presenting data insights in a visually appealing way, insights can be easily understood.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ShepHyken

DECEMBER 15, 2017

Employee engagement is crucial for any organization striving to become more customer-centric. According to a Walker study, with customer experience set to take over brand and product by 2020 as the key differentiator, organizations must communicate their consumers wants and needs to employees.

Employee Engagement 122

Employee Engagement Customer Centricity Feedback Analytics 122

Michelli Experience

DECEMBER 27, 2016

One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Retently

DECEMBER 10, 2024

Its intuitive interface and advanced features make it a strong choice for businesses aiming to systematically measure and improve customer satisfaction and engagement. Key Features: AI-Driven Insights : Tools like Predict iQ and Text iQ to analyze and refine surveys for improved engagement and predictive insights. Alchemer Dashboard 5.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

BlueOcean

OCTOBER 23, 2023

Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)? Describe your employee engagement strategies and measurement processes. How have your employee engagement strategies evolved to support remote and/or hybrid work environments?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Alida

JULY 4, 2018

They recommend constructing a program to examine past, present and potential ways to delight customers. Such efforts establish a clear understanding of where improvements in the customer experience can create value across the organization—financial returns, operational efficiencies, and improved employee engagement and outcomes.”.

Strategy 153

Strategy Customer Experience How To Employee Engagement 153