Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

Customer Service 54

Customer Service Customer retention Airlines Employee engagement 54

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. My Comment: I smiled when I read this article.

Airlines 225

Airlines Customer Service Employee engagement Morale 225

CCNG

OCTOBER 26, 2024

This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability. Efficient contact center operations are closely tied to employee engagement. Poorly managed contact center QA programs can lead to costly inefficiencies.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. A virtuous cycle of employee engagement.

Employee engagement 334

Employee engagement Healthcare Contact Center Customer Experience 334

ShepHyken

DECEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. Not just with front-liners, but with all employees.

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Step 1: Implement Employee Engagement Software . Where would a business be without a customer service team?

Customer Service 343

Customer Service Employee engagement Morale Feedback 343

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper.

Customer Service 227

Customer Service Airlines Self service CRM 227

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article is about taking care of employees so they will take better care of your customers. Read the article and find out.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? Here are my top five picks from last week.

Customer Service 211

Customer Service Employee engagement Self service Surveys 211

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? Coincidentally, this definition was also done in a June, 2012 article. Customer Centric Employee Engagement.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). by Dave Campbell.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Or, do they?

Customer Service 170

Customer Service Employee engagement Customer Experience Personalization 170

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Contact Center Pipeline

AUGUST 3, 2017

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in this digital economy—and when it comes to customer expectations, the pace of change continues to accelerate and affect how businesses adapt and respond. In this series, we decided to take a […].

Employee engagement 147

Employee engagement Contact Center Call Center 147

ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

Customer Service 346

Customer Service Employee engagement Morale Technology 346

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: With the recent racial bias Starbucks incident, this is a very appropriate article to not just read, but study and use.

Customer Service 195

Customer Service Airlines CRM Employee engagement 195

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

Russel Lolacher

MARCH 22, 2021

And making that extra(ordinary) effort with your colleagues, your coworkers, your employees will only help foster a culture of community and connection (that’s a lot of C-words). Importance of Engagement. Why should you leap tall buildings in a single bound (metaphorically) when it comes to employee engagement?

Employee engagement 124

Employee engagement Government Personalization Technology 124

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They are easy to use.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

NOVEMBER 10, 2014

In an article about the moments of truth in customer service, McKinsey & Company revealed that 70% of customers at a bank reduced their commitment when they had a bad Customer Experience. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. Molly Hopper is a business manager with a keen interest in new ways to improve career opportunities and employee engagement.

Customer Service 308

Customer Service Employee engagement Customer Support Management 308

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 374

Customer Experience Transportation Feedback Metrics 374

Beyond Philosophy

MARCH 21, 2016

Fortune ran an article at the end of last year that said, “It looks like the ‘jobless recovery’ has finally breathed its last breath.” Employee engagement is critical to your organization’s hiring efforts. Our four-part online Employee Engagement course covers the employee ambassador concept.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

DECEMBER 22, 2014

Author Roger Dooley, wrote an article called “ The Cootie Effect: Touch, Contagion, and Magical Thinking ” that describes how a recent study found that the perceived value of an object is raised by the perception that a celebrity might have touched it, essentially infecting it with their “cooties.” In several ways.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Read the article!

Customer Service 170

Customer Service Entertainment Personalization Customer Experience 170

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Read this article on the publisher’s website. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. Jul 12, 2021 Donna Fluss.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

ShepHyken

JULY 23, 2021

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. We are in the middle of a skills gap crisis.

Feedback 414

Feedback Surveys Management Employee engagement 414

ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction.

Scripts 227

Scripts Customer Experience Employee engagement Best practices 227

Beyond Philosophy

MAY 19, 2015

For a fascinating description of how Walt Disney designed Main Street USA, read this article from Insightful Travel & Tours. #3: 3: The Best Companies Link Employee Engagement and CX. Employee Engagement is a critical part of having a great Customer Experience.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

ShepHyken

FEBRUARY 28, 2020

This week we feature an article by Eric Melchor, founder of Elevate My CX. It was easy to dream about changing a company’s culture and influencing employee engagement. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. In fact, you’re probably telling yourself – “Salespeople?

Airlines 318

Airlines Sales Employee engagement Customer Experience 318

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

B2C 290

B2C B2B Customer centricity Employee engagement 290

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Tanya Ahmed is a Digital Marketer of Vantage Circle, a cloud-based employee engagement platform. Consumers today expect speedier access to services than ever before.

Customer Experience 270

Customer Experience Advertising Employee engagement Customer centricity 270

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Gallup Executive Shares Six Ways to Drive Customer and Employee Engagement.

Best practices 250

Best practices Call Center Average Handle Time virtual call center 250

ShepHyken

APRIL 7, 2017

The support platform reduces the cost of operations and increases employee engagement. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: Are You Part Of The $62 Billion Loss Due To Poor Customer Service?

Advertising 293

Advertising B2B Employee engagement CRM 293