CX Journey

NOVEMBER 8, 2017

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why are employees constantly looking for better opportunities? When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. So let's talk about leadership.

Leadership 182

Leadership Employee Engagement Culture Engagement 182

Experience Matters

OCTOBER 14, 2014

Change takes focused leadership. One of the first thing Steve did was reorganize around CX, carve CX out of different business units and put them together in one unit with a General Manager who reports directly to him. Related: State of CX Management, 2014 ). Related: State of CX Management, 2014 ).

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

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

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work?

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

Experience Investigators by 360Connext

OCTOBER 20, 2014

Employees learn to do what’s always been done, even if it’s only been a few months! There are simply too many responsibilities, too many people to manage, and too much to do to worry about what is actually happening to the customer. Trying to manage the outcome from humans is vexing, whether they are employees or customers.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Who's Your Gladys?

SEPTEMBER 26, 2014

Best practices Call Center Customer Service Communicating with Customers Customer Relationship Management customer service performance Dialog Direct Engagement Leadership Lori Jo Vest Marilyn Suttle performance Who''s Your Gladys? Customer Service Trainers David Shapiro employee engagement Michelle Pretty Sara Wright'

Call Center 211

Call Center Customer Relationship Management Employee Engagement Leadership 211

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. As a result, employees go home to their families every night feeling good about themselves and have a more meaningful life. In other words, quick reads but packed full of good stuff.)

Leadership 151

Leadership Guidelines Travel Culture 151

ProProfs Chat

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is Employee Engagement?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

ECXO

JUNE 11, 2023

On the same day I happened to read this, I came across a post on Facebook going viral about the horrible in store experience of a customer of this company, made even worse by the switched off behavior of the shop assistants and their manager. It leads to improved risk management and brand reputation.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

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

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. Staff is added, roles are more defined, and customers are surprised by new account managers, cashiers, and others. They start trusting clients and customers more than their leadership.

How To 271

How To Leadership Social Media Consulting 271

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. 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

The DiJulius Group

APRIL 21, 2024

Employee Engagement Has Fallen to an 11-Year Low; Gen Z & Work from Home Dropping the Most A new Gallup study reveals employee engagement has fallen to its lowest point in 11 years. Read Full Article The post Employee Engagement Has Fallen to an 11-Year Low appeared first on The DiJulius Group.

Employee Engagement 98

Employee Engagement Engagement Study Groups 98

Experience Matters

FEBRUARY 18, 2016

One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Over the previous decade, I’ve had the opportunity to work with and study thousands of companies.

Leadership 120

Leadership Management Study Technology 120

Experience Investigators by 360Connext

DECEMBER 5, 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. appeared first on Customer Experience Consulting.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

COPC

NOVEMBER 2, 2022

Employee engagement strategies are only as successful as the company culture allows. It’s vital that organizations recognize employee engagement’s impact on the customer experience and, therefore, on overall success. Get Employee Engagement Research Insights.

Employee Engagement 89

Employee Engagement Culture Engagement Company 89

eglobalis

SEPTEMBER 19, 2024

Challenge: If employees don’t see the value of their contributions, their engagement drops, and innovation suffers, leading to diminished customer experiences. Transparent Leadership to Build Trust Transparent leadership is essential for building trust during transformation efforts.

Customer Experience 263

Customer Experience Leadership Innovation Roadmap 263

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Blog Customer Experience Featured business growth Entrepreneurship leadership linkedin management strategy' Loyalty does not mean forever for customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Integrity Solutions

SEPTEMBER 2, 2022

These employees aren’t leaving their jobs, but they’re also no longer willing to make work the central focus of their lives. Nor will they put themselves through the wringer and sacrifice their health and well-being (mental and physical) to take up the slack for understaffed and poorly managed organizations.

Management 114

Management Employee Engagement Culture Leadership 114

Integrity Solutions

JULY 4, 2021

Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today. What’s your leadership style? Know Your Leadership Style – Are You People-Focused or Goal-Focused?

Leadership 103

Leadership Analysis Connections Engagement 103

InMoment XI

DECEMBER 21, 2021

The focus on customer experience, inherent to employee advocacy, reflects the core concept of ‘value’. Most companies focus on optimizing the functional side through quality management and process improvement. Market research provides the employee advocacy data and the insights.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

COPC

JULY 23, 2021

Employee engagement is the glue that binds companies together. Siva and the leadership team started preparing to meet their growing client demands and refining their existing processes and policies to ensure smooth sailing operations. s Employee Engagement Services to implement FBC’s first employee survey.

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

InMoment XI

MARCH 2, 2022

It must come through disciplined leadership, investment, assessment, and change. 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.

Culture 195

Culture Connections Company eBook 195

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Honor and Manage Customers as Assets. Leadership, Accountability and Culture. Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Lumoa

FEBRUARY 6, 2018

Top challenges for providers are (a) to be smarter than competitors about customers’ realities, (b) to rally all functional areas to improve customers’ realities, (c) to make customer-centred management a way of life. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

DECEMBER 8, 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 252

Customer Journeys Social Media Loyalty Consulting 252

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Experience Investigators by 360Connext

NOVEMBER 10, 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.

B2B 271

B2B B2C Social Media Retail 271

InMoment XI

MAY 24, 2022

The enterprise EX improvement and insights journey path often begins with very basic employee satisfaction, as companies are principally looking to manage and measure behavior at a macro level. For the employee experience maturity trajectory, it is the point of embarkation. 2: Employee Engagement.

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

Retently

OCTOBER 28, 2024

Losing an employee is more than just an inconvenience – it can be really costly. Think about it: replacing a manager could cost double their salary , technical staff about 80%, and frontline workers around 40%. Key Takeaways Stay interviews allow companies to address employee concerns early, reducing dissatisfaction and turnover.

Net Promoter Score 78

Net Promoter Score Effort Score Leadership Feedback 78

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

CSM Magazine

NOVEMBER 19, 2020

Nonetheless, academic writing is a very useful skill that you must acquire as a manager. As a manager, you have to understand the importance of written communication. Why do managers need academic writing skills? The process involved in academic writing is like training grounds for leadership. Final thoughts.

Management 139

Management Social Media Communication Report 139

Integrity Solutions

JULY 16, 2021

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members.

Leadership 107

Leadership Tips System Measurement 107

Integrity Solutions

SEPTEMBER 22, 2022

Ultimately, this is the kind of leadership that transforms sales teams and elevates business results. The question is, how well do your sales leadership skills measure up where it really counts? .” Developing Stellar Sales Leadership Skills. Again, there are great sales leadership skills that must be taught.

Leadership 23

Leadership Sales Culture Exercises 23

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. He is specialized at finding training employees to understand customer journeys and he is well versed in a variety of skills like CX disciple, employee engagement, etc.

Hospitality 236

Hospitality Insurance B2C Groups 236

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Video] Struggling to Manage CX? Who Needs to Approve? How Will This Team Work Together?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364