Beyond Philosophy

NOVEMBER 6, 2014

If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. Hiring Customer-Ready Employees. Colin is an international author of four best-selling books and an engaging keynote speaker. What’s your Customer Strategy for your Customer Experience?

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Southwest Attacks Its Late Problem Head-on with Its Customers. Should 4% of Customers Dictate Strategy?

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

FEBRUARY 5, 2015

Employee engagement and ambassadorship: linking to customer behavior. Customizing the techniques for your organization. Advanced Customer Experience Management. Committing to customer experience: applying the concepts. Building and running a customer experience program. Customer advocacy and brand bonding measurement.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

MARCH 10, 2015

If you enjoyed this post, you might be interested in the following blogs: Apologizing in a Way That Promotes Customer Loyalty. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more. Small Talk and Trust.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. The post Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics appeared first on Shep Hyken. Shep Hyken.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

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? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Colin is an international author of four best-selling books and an engaging keynote speaker. That which gets measured (and rewarded) gets done. What do you measure at your organization?

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006. 26 August 2014. The Value of Customer Experience, Quantified.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Employee Engagement and ROI: Are Your Employees Happy and Motivated? Colin is an international author of five bestselling books and an engaging keynote speaker. Hire People with a High EQ.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

SEPTEMBER 17, 2015

In all of these moments, an employee can make or break a Customer Experience. This is why training and employee engagement are so key to its success. If you enjoyed this post, you might be interested in the following blogs: 5 Reasons Your KPIs Are Hurting Your Customer Experience.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. As Customer Experience consultants, we believe in servant leadership.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

MARCH 21, 2016

Employee engagement is critical to your organization’s hiring efforts. As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Our four-part online Employee Engagement course covers the employee ambassador concept.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. I’ve often found that employees are more than willing to take action to improve customer interactions. It’s management that typically stands in the way by articulating vague, impossible to achieve goals without consulting the people in the ranks.

Morale 324

Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

NOVEMBER 3, 2015

If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Virgin Shows Links Between Employee Experience and Customer Experience. Employee Culture: Why Amazon is on Top and Bank of America Isn’t. Who in your career has made the greatest impact?

Banking 386

Banking Employee engagement Consulting Consulting 386

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Colin is an international author of four best-selling books and an engaging keynote speaker. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$ Union Street Guest House Commits The Worst Social Media Blunder EVER! Remembering the little things.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Take note of Goldstein’s point and ensure your company culture and employee engagement is all it could be. But many others look to technology. Follow Colin Shaw on Twitter @ColinShaw_CX.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. The next step to fostering employee engagement is to give your team the tools to do what you identified by the CES through training. Why Employee Engagement Improves.

Employee engagement 281

Employee engagement Consulting Consulting Call Center 281

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. As Customer Experience consultants, we see this all the time.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

OCTOBER 11, 2019

One of the most significant is a decrease in employee engagement. For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We So, our employee engagement levels have now become also part of our focus.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

AUGUST 16, 2017

In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors (Advocates). Do You Have a Secretly Toxic Employee Problem? Colin is an international author of six bestselling books and an engaging keynote speaker.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

JANUARY 24, 2018

Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited. It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior. Employee experience has evolved, but not quickly enough.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

Beyond Philosophy

MAY 31, 2016

Employee Engagement: Putting the Cart Before the Horse? Core Elements of Employee Engagement. Customer Centric Employee Engagement. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. Our customer experience consultancy recognizes that employee attitudes are a key component of a successful customer experience. How Not to Engage Employees: Telecoms Lead the Way Again.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They do not complain.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302

Beyond Philosophy

JUNE 15, 2017

Whether that means making documents of public record easy to find or telling the organization’s story or even using social media to communicate information, being honest with your Millennial employees will do a lot to build a relationship of trust that can foster employee engagement. Follow Colin Shaw on Twitter @ColinShaw_CX.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. How important is employee engagement at LITTLE and what are some of the things you’re doing to improve it? Guest post by Ben Motteram This original article was written by Steve DiGioia. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Beyond Philosophy

FEBRUARY 27, 2017

Start by engaging the employees. In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. Researchers have found that an engaged employee is essential to success in the global economy.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

MARCH 19, 2019

Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. As a global Customer Experience consultant these past two decades, I’ve worked with many organizations where they seem to have blinders on. What Do We Mean by Innovative Service? Creating “Whoa!” organizations.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

NOVEMBER 24, 2015

However, I am okay with that because they are also the most likely to develop Employee Engagement , an essential ingredient to delivering on the Beyond Philosophy brand promise. If you enjoyed this post, you might be interested in the following blogs: If I Were 22: Being Qualified Doesn’t Entitle You to Success.

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. Happy employees make happy vacationers. Having employees that are engaged and ready to deliver is critical. Great Customer Experience moments don’t always require a huge investment.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

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

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., then it will reflect in your employee’s behavior towards customers.

Customer Service 287

Customer Service Airlines Best practices Consulting 287