Beyond Philosophy

JUNE 12, 2015

Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience. Reserve your spot today!

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

DECEMBER 22, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. How to Make or Break Your Customer Experience.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

JUNE 18, 2015

Find your team’s strengths and use those to create the experience—and also employee engagement (a key element to a great Customer Experience). Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Commit to the mindset of creating an exemplary Customer Experience. Individual development.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Beyond Philosophy

NOVEMBER 10, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Why Most Customer Experience Programs Fail.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

MAY 19, 2015

3: The Best Companies Link Employee Engagement and CX. Employee Engagement is a critical part of having a great Customer Experience. Engaging the Subconscious Shopper. Philosophies To Improve Your Customer Experience in 2015.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

AUGUST 16, 2017

If a lot of this 80% fall into Employee Saboteurs, that’s not going to do anything great for your Customer Experience. The majority of your employees, however, likely fall into the middle three categories. If you liked this article, you might also enjoy these: Beware of ‘The Complainers!’.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Per the CBS New story, at least in the U.S.,

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

OCTOBER 28, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin is an international author of four best-selling books and an engaging keynote speaker. Why Most Customer Experience Programs Fail.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

CX Journey

JULY 21, 2015

It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? Smart simplicity is all about creating an environment where: employees can work with one another to develop creative solutions to complex challenges. These rules really present an interesting approach to employee engagement.

Employee engagement 84

Employee engagement Accountability Consulting Consulting 84

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Beyond Philosophy

MARCH 2, 2018

I would have Amazon management consider how employees feel about wearing a wristband that reported back data on their performance. Managing that answer to a positive emotion that contributes to employee engagement and a productive work environment should be Amazon —and any other employers’— prime concern. 15 August 2015.

Government 253

Government Employee engagement Customer Experience Consulting 253

Provide Support

JULY 5, 2016

Disengaged employees break it. Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience. Read more.

Employee engagement 48

Employee engagement Service level Customer Experience Customer Service 48

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. So let us reintroduce you to our Faces from 2014. Meet Debbie Szumylo!

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” It also keeps the newly hired employees engaged and turns learning into a fun experience. We have an array of ready-to-use personality quizzes and assessments for every domain we are hiring for.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Vodafone – Visual engagement.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

ProProfs Blog

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. HR teams can follow a similar path when it comes to talent acquisition, employee engagement , and employee retention. The result of this surge in the value of data?

Surveys 122

Surveys Upselling Employee engagement Sales 122

PeopleMetrics

JUNE 16, 2015

However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys. Check out the Temkin Group's Lessons in CX Excellence, 2015 report for some ideas from a range of different companies.

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement.

Automotive 41

Automotive Management Enterprise B2B 41

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Not only do the disengaged impact the customer experience, but they also impact the experience of their fellow employees. First and foremost, no one can make an employee engaged. It doesn't work that way.

Employee engagement 81

Employee engagement Airlines Coaching Feedback 81

PeopleMetrics

JUNE 26, 2015

Never assume that employees automatically trade employment for their recommendation. Don't assume that a paycheck warrants employee engagement. Mary, June 2015. Rather, work to give them something positive to talk about. Be worthy of their esteem. Understand the principle of value. Value is an interesting metric.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

HGS

SEPTEMBER 30, 2015

Wed, 09/30/2015 - 15:59. employee engagement. By working more tacit elements into agent training (such as confidence in speaking to a specific topic) agents are coached indirectly to understand the key insight they need to deliver customer experience excellence. The end result is a truly optimized customer experience.

outsourcing 100

outsourcing Contact Center Management Coaching 100

CX Journey

JANUARY 6, 2015

And while looking ahead is an important part of planning, there''s also a lot of value in taking the opportunity to stop, reflect, and look back on: what was on our to-do list for the year what we accomplished what we did not accomplish where we''ve been where we are now Having said that, here are some of my thoughts on customer experience in 2015.

Employee engagement 64

Employee engagement Customer Experience Marketing 64

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

Up Your Service

MARCH 5, 2016

“REI actually cares about me” stated one employee I spoke to. This points directly to the relationship between employee engagement and customer satisfaction. Organizations known for service excellence almost always have high employee engagement scores. That’s why I love working here.” Value created for everyone.

Customer Service 66

Customer Service Banking Employee engagement Call Center 66

ijgolding

SEPTEMBER 30, 2014

UK Customer Experience Award for Employee Engagement – Taking the Lead. I do not expect NGN to come back in 2015 and win another 6 awards – although they may prove me wrong! UK Customer Experience Award for Business Change or Transformation – Simplification.

Customer Experience 102

Customer Experience Transportation Government B2B 102

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. That's insane.

Employee engagement 56

Employee engagement Airlines Morale Consulting 56

Customer Interactions

JULY 7, 2015

“The year of the employee,” is the title CX maestro Bruce Temkin gives to 2015 and most of this week’s authors will concur. Paradoxically, the more customer-centric a company seeks to be, the more it must focus on employee engagement and satisfaction.

Customer centricity 28

Customer centricity Employee engagement 28

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! Call center volumes have dropped by 71% since 2015. There are currently 15 million people employed as call center employees. billion in 2017 to USD 93 billion by 2022!

Call Center 85

Call Center Airlines Contact Center Self service 85

ijgolding

OCTOBER 3, 2016

The post I penned in April 2015, described the fact that actually SUSTAINING an approach to Customer Experience is the hardest thing of all. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

CX Global Media

NOVEMBER 22, 2018

When I started podcasting in 2015 I was worried I would be like so many other that start podcasting. FREE Training – How Coca-Cola® Adds Life to Contact Center Employee Engagement . It’s Thanksgiving (here in the US) and I’m so thankful. I just released my 200th episode of the Fast Leader Show.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not.

Scripts 71

Scripts Coaching Accountability Employee engagement 71

Customer Interactions

DECEMBER 16, 2015

Even though you are all probably wrapping up your campaigns and getting ready to party at your end of year-Xmas do, employee engagement, customer experience and giving good service should still be top of your priorities list. Finally we are starting to see some holiday season joy.

Employee engagement 0

Employee engagement Customer Experience 0

ijgolding

MAY 7, 2015

I am also incredibly fortunate to work with organisations all over the globe – in 2015, I have already worked in ten countries – Four more will be added by September.

Customer Experience 114

Customer Experience Customer centricity Personalization Employee engagement 114

Fonolo

MARCH 22, 2022

70% of business transformation efforts fail due to a lack of employee engagement. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Russel Lolacher

MARCH 13, 2023

A few reasons why he is awesome – he is the academic, keynote speaker and best selling author of “The Burnout Gamble” and his latest book “Leadership, Reinvented”, he’s a two-time TEDx Talker (his 2015 talk is now at 2.1 His 2015 Talk is now at 2.1 Russel Lolacher 2015 28-year old Hamza comes out on a TEDx stage.

Government 98

Government Management Employee engagement Coaching 98