Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things. Downie describes a commitment from the team to improve all the little bits consistently. I am sure you’ll have a great time!

Coaching 385

Coaching Consulting Consulting Customer Experience 385

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever.

Customer Experience 102

Customer Experience Transportation Government B2B 102

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction” on Thursday, October 30th, 2014. If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 I couldn’t agree more. 3 Steps to Becoming #1 on Trip Advisor.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things. Downie describes a commitment from the team to improve all the little bits consistently. I am sure you’ll have a great time!

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things. Downie describes a commitment from the team to improve all the little bits consistently. I am sure you’ll have a great time!

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. They even outperform those companies marked by high employee engagement alone.

Employee engagement 64

Employee engagement Management Customer Experience 64

ProProfs Blog

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. percent of organizations revealed that employee engagement in customer experience (CX) is reactive, driven by an organization-wide culture framework. Employee engagement and customer experience go hand-in-hand. In 2018, 46.5

B2B 204

B2B Banking Employee engagement Personalization 204

ijgolding

SEPTEMBER 29, 2015

As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences. The 2015 UK Customer Experience Awards was a HUGE event.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. He now carries forward the CX torch that I initially lit but today within a much larger enterprise as the result of a recent merger. .

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Customer Interactions

JULY 7, 2015

The employees deserve just as much TLC. 2014 is the year to shift the focus from the customer to the employee. It’s easy for organizations to get caught up trying to please their customers in every way possible. Shorter wait times? Loyalty programs? But must the focus be solely on the customer?

Employee engagement 28

Employee engagement Wait times 28

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. That's insane.

Employee engagement 56

Employee engagement Airlines Morale Consulting 56

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. Employee Engagement : I list this separately from "leadership" and from "people" because employee engagement is a two-way street that requires both to work together for the greater good. I originally wrote today''s post for Intradiem.

Employee engagement 69

Employee engagement Customer centricity Customer Experience Marketing 69

Aspect

JANUARY 21, 2019

Aspect has been a pioneer in employee engagement, introducing the first icon and widget-based workforce optimization interface in 2014.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. What is big data? and how is it used to deliver a great customer experience?

Big data 71

Big data Customer Experience Journey mapping Benchmark 71

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through Data Governance. “In

Customer Experience 66

Customer Experience Government Engineering Finance 66

Toister Performance Solutions

JUNE 20, 2017

Want to improve employee engagement? I worked with the company in 2014 and its leaders have been building Clio's culture ever since. The company was already terrific in 2014 but its leaders stayed committed to the culture initiative year after year because they knew the company could be even better still.

Advertising 48

Advertising Employee engagement Consulting Consulting 48

Customer Interactions

JULY 7, 2015

In addition to great reads on customer experience and delivering exceptional service, we are serving up employee engagement statistics, advice from top CEOs, and more. We decided to add an extra dose of insight in this week’s collection of CX Buzz.

Employee engagement 28

Employee engagement Customer Experience 28

Customer Interactions

JULY 7, 2015

In addition to great reads on the customer experience and delivering exceptional service, we are serving up employee engagement statistics, advice from top CEOs, and more. We decided to add an extra dose of insight in this week’s collection of CX Buzz.

Employee engagement 28

Employee engagement Customer Experience 28

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. You don't make the employee experience a priority : employee engagement is down, turnover is up, and you still question why you should focus on delivering a great employee experience.

Customer centricity 62

Customer centricity Employee engagement Feedback Customer Experience 62

Toister Performance Solutions

AUGUST 3, 2017

The Power of Peer Recognition According to a 2014 employee engagement study by the employee feedback company TINYpulse, peer recognition is the top reason why employees go the extra mile at work. Coincidentally, I profiled JetBlue in The Service Culture Handbook for their employee engagement best practices.

Employee engagement 51

Employee engagement Morale Best practices Customer Service 51

Quality Contact Solutions

DECEMBER 31, 1969

Over-training in the call center can create an entirely new set of problems to include budget concerns, loss of employee engagement, increased stress among employees, and worst of all, confusion around priorities. It can also aggravate an already existing issue by not addressing the original issue to begin with.

Telemarketing 56

Telemarketing Call Center outsourcing Sales 56

Natalie Petouhof

DECEMBER 14, 2015

Digital Capabilities Drive Business Results: Digital capabilities drive business results in key areas such as improving the customer experience, boosting employee engagement or enhancing internal operations. Covering Customer-Facing, Digitized Organizations.

Enterprise 40

Enterprise Surveys Customer centricity Technology 40

CX Journey

MARCH 22, 2017

Quite simply, the culture and the employee experience are a mess. Nothing much has changed since 2014, right? Three years later, employee engagement is still dismal, and you hear more and more stories about toxic workplaces. So why am I writing about this yet again? Have you read about Uber's culture lately?

Employee engagement 38

Employee engagement Accountability Management 38

Netomi

JANUARY 5, 2022

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. In 2014, Ian officially became a Certified Customer Experience Professional. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Branch Mesenger

SEPTEMBER 4, 2018

In 2014, some of those workers unionized and began pressuring Microsoft to make their employer provide paid leave and other benefits. ?? In the webinar (the complete transcript which is published below) outlined three key points: How to hire employees who care. How to maintain employee engagement. get paid parental leave.

Journey mapping 48

Journey mapping Sales Employee engagement Education 48

Russel Lolacher

SEPTEMBER 20, 2022

And I’m putting forward an image of success and it Meanwhile in terminally, I’m, like curled up in the fetal position in a corner rocking myself going, what am I done? What have I done? What am I done?

Marketing 111

Marketing Employee engagement Feedback Banking 111

The Petrova Experience

DECEMBER 14, 2021

The research showed that employees have been asking for more choices and a flexible work ecosystem since 2014. Although what we are seeing today feels new to companies, it is not new for employees. Providing choices is the most empowering thing a brand can do for its employees and customers. It is also good for business.

Real estate 40

Real estate Journey mapping Employee engagement Personalization 40

delighted

JANUARY 7, 2020

Typically, happy employees are more likely to refer your company as both a place to purchase from but also a place to work. eNPS is commonly used as a happiness metric within a wider employee engagement context. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Russel Lolacher

JUNE 13, 2022

First question I asked every single person and it can be good, it can be bad, I guess it really depends on how you want to start your day when you relive this memory, which is I’m gonna start with you, Robin, what’s your best or worst employee experience? I’ll choose one of my best this happened back in 2014.

Coaching 59

Coaching Engineering Personalization Feedback 59

Fonolo

NOVEMBER 17, 2020

Keeping employees motivated is a challenge in every industry. 70% of business transformation efforts fail due to a lack of employee engagement. Gamification guides and reinforces high-value activity by capturing employee performance data and, in turn, using that data to motivate them with rewards and points.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Customer Guru

JULY 3, 2018

Launched in 2014 by Stewart Butterfield, it boasts of being the fastest growing business application ever! One reason for the huge success of Salesforce is its employees. The foundation of Salesforce’s employee engagement program is the concept of Ohana – a Hawaiin word for ‘family.’

SaaS 94

SaaS Employee engagement CRM Personalization 94