Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Beyond Philosophy

NOVEMBER 7, 2016

They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Employee Engagement: Your employees are people, and likely support the same team or local causes. Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations.

Sports 167

Sports Effort Score Rewards Programs Transportation 167

Playvox

DECEMBER 15, 2021

Workforce management has a lot in common with team sports. As with team sports, workforce management thrives when team members are engaged and encouraged to perform. Zendesk’s team uses Playvox to enable unparalleled employee engagement, having selected Playvox as their workforce management software from among 12 vendors.

Sports 52

Sports Management Leadership Employee Engagement 52

CX Accelerator

DECEMBER 5, 2017

With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Focus Do you want to know the top reason people stay at their jobs?

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

ShepHyken

APRIL 15, 2020

Many of the trivia questions are about sports, but they’re not necessarily questions that would require you to be a true sports fan to answer. But this gentleman’s company does something different… so different, in fact, that customers actually ask to be put back on hold. For example, “Why is home plate-shaped the way it is?”

Sports 147

Sports Entertainment Customer Service Training Examples 147

ClearAction

DECEMBER 16, 2017

Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? In team sports, it starts with the coach’s tone, words, body language, and follow-through. Lynn Hunsaker.

Customer Experience 89

Customer Experience Sports Customer Journeys Employee Engagement 89

Michel Falcon Experience

JANUARY 9, 2020

On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. On the premiere episode with CEO/Founder of Sport and Social Group Kristi Herold and I explore: 1. How To Engage Remote Employees.

Engagement 78

Engagement How To Sports Employee Engagement 78

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. Let’s jump into the interview then.

Employee Engagement 52

Employee Engagement Engagement Employee Experience Survey 52

ShepHyken

JULY 8, 2024

She said a few other words that insulted her coworkers, but I stopped her and said as nicely as I could, “I’m sorry you’re frustrated with the team in the kitchen, but you really shouldn’t complain about them to us.” Customer service is a team sport. There are others who support you and those whom you support.

Sports 146

Sports Customer Service Training Customer Service Training 146

NobelBiz

MAY 12, 2022

Be it sports, children, pets, or the current global pandemic, employees should get to know each other. In this article, we’ll be looking at how to grow your company culture and keep your remote employees connected and involved.

Employee Engagement 52

Employee Engagement Engagement Culture Contact Center 52

Customer Bliss

NOVEMBER 1, 2018

To her, seeing how the employee solved the issue through their patience, engagement, and personalization, was a powerful tool to see how the person would operate in their role. Tactic 3: Take Advantage of Your Employees’ Strengths.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ijgolding

SEPTEMBER 26, 2016

Recently, a UK business called Sports Direct decided to take VOE one step further. Accused of not being the most people centric of businesses, the nationwide retailer made the decision to assign a seat at their board table to a representative of their employees. Acting on what they say demonstrates how much it is valued.

Sports 120

Sports Measurement Customer Experience Retail 120

Michel Falcon Experience

JANUARY 10, 2019

Why did some customers not care to talk about the local sports team? Employees engaging in off-topic conversations. The post 5 New Customer Service Skills Your Employees Need (and How to Train Them Properly in 2019) appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker. I bet it does!

Training 151

Training Customer Service How To Employee Engagement 151

Steve DiGioia

SEPTEMBER 16, 2016

How important is employee engagement at LITTLE and what are some of the things you’re doing to improve it? Follow him on Twitter and LinkedIn for more awesome insights on everything to do with customer experience, customer service and employee engagement. BM : Sounds like a great place to work!

Industry 100

Industry Customer Experience Customer Journeys Sports 100

Experience Investigators by 360Connext

MARCH 5, 2015

They wore crowns, had expressions, and even sported jewelry! 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 Service 110

Customer Service Sports Social Media Communication 110

Alida

DECEMBER 14, 2017

It’s informed new and growing areas for us, like sports health and building our e-care service,” he said. . The success of Aurora Health Share has also influenced the creation of employee engagement community. With 34,000 employees, this insight gives us a 360-degree view of our organization.” .

e-support 100

e-support Sports Healthcare Customer Relationship Management 100

Beyond Philosophy

OCTOBER 3, 2014

From a sporting context, an organization can decide they are going to take part or try to win. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. He admits that their present success took much hard work over many years. Remembering the little things.

Leadership 154

Leadership CEM Sports Hotels 154

ShepHyken

JANUARY 15, 2024

Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. ” About: Art Turock is an elite performer in both business and sports. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode!

Sports 85

Sports How To Exercises Culture 85

Alida

NOVEMBER 25, 2016

ESPN , the leader in sports broadcasting, is another great example. The company’s insight community, the ESPN FANography, is composed of sports fans who provide ongoing feedback on everything from marketing and ad campaigns to program content and media usage.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Customer Bliss

MAY 10, 2018

With participation from the C-Suite, they’ve been able to work on an employee engagement survey, making sure the questions are well aligned in terms of understanding what drives satisfaction on the employee side around empowerment, autonomy, and enablement. Amy Shioji @usatoday #CX Click To Tweet. About Amy Shioji.

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Sports 121

Sports Leadership Customer Centricity Consulting 121

ClearAction

JUNE 8, 2015

In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports! Employee Engagement: Living Your Brand Promise.

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

Michel Falcon Experience

MARCH 10, 2019

RELATED : 3 Employee Engagement Training Strategies (video) . Our employees have intimate conversations with us, their leaders, on a daily basis. Not all employee intelligence gestures need to be delivered with a high monetary value. Don’t leave it up to memory to remember these moments of employee intelligence.

Tips 112

Tips Management Culture Employee Engagement 112

DCX

FEBRUARY 23, 2025

The Big Three: What the Standards Cover Customer-Centric Culture: Aligning leadership, employee engagement, and internal purpose around CX. AI-driven game film analysis (like pro sports teams use) identified inefficiencies. These standards aim to set the bar for what great CX looks like across industries.

e-support 52

e-support Culture Wait Times Leadership 52

Michelli Experience

JANUARY 17, 2017

And the running app Nike+ Run Club challenges sports enthusiasts to measure themselves against others.”. Mark highlights the role of gameplay broadly in business by noting, “At Starbucks you can earn stars with purchases. The Spanish bank BBVA lets customers perform tasks to promote the use of internet banking.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Think of other ways you can use personas as a tool for employee engagement and communications. Showing them in a “customer room” is another option worth considering. Source: Forrester . that will participate in a buying journey.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

datastax

JUNE 20, 2019

The DataOps Manifesto also features a set of 18 core principles, including “continually satisfy your customer,” “value working analytics,” “embrace change,” and “it’s a team sport.”. Increased employee engagement. What are the Benefits of DataOps? Enhanced collaboration across the enterprise. Faster bug fixes.

Sports 69

Sports Analytics Software Employee Engagement 69

ClearAction

SEPTEMBER 27, 2018

Set the Example for 360-Degree Collaboration : In team sports, it starts with the coach’s tone, words, body language, and follow-through. Make it Obvious for Every Role : In team sports, every player learns how their role contributes to the whole team’s success.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

CX Journey

JANUARY 8, 2015

Thomas Jefferson When I was in sports in high school, I was told that a positive mental attitude was everything - you can''t win without it. So let me get to my point: "Be positive" is not a directive that facilitates or creates engagement. I agreed, and I still believe a positive mental attitude has many benefits.

Strategy 80

Strategy Leadership Culture Fashion 80

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

Integrity Solutions

APRIL 19, 2019

In the world of sports, no successful coach ever says to the players, “Okay, you go out and learn whatever you can and practice whatever you want to, and be sure to show up for game day.” Think about it.

Sports 86

Sports Sales Tips Leadership 86

Integrity Solutions

JULY 7, 2022

In sports, great coaches are nothing without their players, and even the best team will struggle without its leader. Just like in sports, a sales coach’s role is to bring out the best in people by first believing in them. Not only that, both sides are equally important. After all, one can’t exist without the other.

Sales 18

Sales Sports Leadership Culture 18

Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. And that’s more essential than ever in today’s economic climate, both for meeting revenue goals and for keeping employees engaged. When your sales leaders hear the word “coach”, what comes to mind for them?

Sales 96

Sales Leadership Infographics Culture 96

Lumoa

OCTOBER 31, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Integrity Solutions

JULY 22, 2021

We often associate “coach” with a sports analogy. When your people feel understood and appreciated, they will be intensely loyal to the manager who has demonstrated care and interest in their development. When you hear the word “coach”, what comes to mind? However, the origin of the word speaks to a different level of understanding.

Sales 103

Sales Transportation Sports Study 103

Alida

AUGUST 24, 2016

We value companies that place emphasis on wellness perks, such as gym memberships, outdoor common spaces, nutritional snacks and team sports activities. My generation is an active one that believes good health, both mental and physical, is a personal and social responsibility.

Engagement 100

Engagement How To Culture Policies 100