Brad Cleveland Blog

NOVEMBER 8, 2024

The impact of employee engagement is incredible. Engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience.

Employee engagement 59

Employee engagement Customer Experience Customer Service 59

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ShepHyken

FEBRUARY 23, 2018

On this point, employee engagement in the company message is critical. Herrman is an Employee Experience Specialist who works with organizations to amplify employee engagement, optimize productivity, and positively impact the bottom line. Nothing destroys trust like a lack of integrity. Nathalie W.

Scripts 233

Scripts Employee engagement Customer Service Customer Experience 233

ProProfs Blog

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is Employee Engagement?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

ShepHyken

NOVEMBER 30, 2018

Brian leads all customer experience, contact center, technology and employee engagement research initiatives. The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken. Brian Cantor is the Principal Analyst for the Customer Management Practice. It Had Better Be!

Abandon rate 253

Abandon rate Journey mapping Average Handle Time Customer centricity 253

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Take note of how your competitors foster employee engagement, or look for successful business models outside of your industry.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

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

ShepHyken

SEPTEMBER 29, 2017

In addition to changing the paradigm for experience in your industry, you will have a new way to effectively measure employee engagement and performance, find out who your experience leaders are, and turn everyone on your team into idea generators and experience producers. Now share the plan with every member of your experience team.

Employee engagement 137

Employee engagement Feedback Customer Experience Management 137

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 communicate well.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

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

JANUARY 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. Read more about the book and register for the webinar, here. All attendees will receive a discount code for 50% off the eBook. Didn’t Believe Amazon Was Customer Centric Before? You Will Now.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

DECEMBER 5, 2017

Whether it is through a computer screen in a customer service chat, on the telephone, or in person, every employee, whether customer-facing or not, should be an enthusiastic and committed representative for the brand. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Beyond Philosophy

DECEMBER 4, 2014

If you enjoyed this post, you might be interested in the following blogs: Why Most Customer Experience Programs Fail. Colin is an international author of four best-selling books and an engaging keynote speaker. Finally, it involves a design that creates transformational change to the company’s day-to-day operations.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

AUGUST 6, 2015

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. The employees do. How can you invest in your employees today?

Employee engagement 414

Employee engagement Call Center Banking Management 414

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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

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

DECEMBER 22, 2014

If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Do you have an example where cooties played a part in your decision whether or not to buy something? Please share your experiences in the comments below. Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. The post Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Airlines 210

Airlines Morale Benchmark Marketing 210

ShepHyken

MARCH 2, 2018

Read Shep’s latest Forbes Article: A $600 Billion Employee Engagement Problem Solved: Empathy. The post Guest Blog: Why Luxury Retail KPIs and Incentive Schemes Need a Makeover appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Sales 198

Sales Employee engagement Technology Customer Experience 198

Callminer

FEBRUARY 13, 2019

A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a better customer experience.

Call Center 182

Call Center Employee engagement Technology Customer Experience 182

ShepHyken

AUGUST 17, 2018

Read Shep’s latest Forbes Articles: Five Ways To Create Rockstar Employee Engagement. The post Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. My Ritz-Carlton Experience.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

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

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. Opportunity for career growth. Good relationship with senior management. Train them a lot more than you do now.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

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

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

ShepHyken

MAY 27, 2019

Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. My Comment: Work on your employee engagement and you’ll have better customer engagement. These are the Tips that Will Help You Achieve That. .

Journey mapping 274

Journey mapping Customer Service Employee engagement Morale 274

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

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

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. It also feels good to have a higher purpose and do good for others.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Etech GS

FEBRUARY 24, 2020

There isn’t a one-size-fits-all solution for engaging and motivating each member of a team, however; growing evidence suggests focusing on servant leadership, for all levels of the organization make a positive mark on employee engagement. Understanding Servant Leadership and Employee Engagement.

Employee engagement 90

Employee engagement Construction Coaching Management 90

Beyond Philosophy

MARCH 16, 2015

If you enjoyed this post, you might be interested in the following blogs: Why Publicity Stunts Aren’t Always Great for Customer Experience. Colin is an international author of four bestselling books and an engaging keynote speaker. Please click here to learn more. How Emotions Generate $$$$. Are you Inside-0ut or Outside-In?

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

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

APRIL 17, 2015

By listening to them and acting, you improve employee engagement and what the VOE is saying. Engaged employees believe they contribute to the company’s success. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Hiring Customer Ready Employees.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

aircall

JULY 14, 2021

However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement? Engaged employees have a strong relationship with their company.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98