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

For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. The post Starbucks CEO Gets It, Does Yours?

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

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

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. This is pretty much par for the course for telecoms, which I’m sorry to say have consistently pursued a “customer experience” philosophy of improving their technology while cutting customer service costs.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

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

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Professional ability is important, of course, but after that, attitude and personality are things they look for in new members for the team. Remembering the little things.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

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

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. Registration is now open for our new suite of courses.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Beyond Philosophy

AUGUST 9, 2017

Of course, I am not one of the un – or underbanked. LAST CHANCE to register for our FREE, informative 60-minute webinar, Employee Ambassadorship: Realizing and Optimizing Stakeholder Value on August 10th , 2017 at 11 am Eastern Time (USA). For me, the cash-free future is already a reality. I rarely use cash.

Banking 0

Banking Coaching Surveys Employee engagement 0

Taylor Reach Group

MARCH 8, 2021

The decision to engage a contact center consultant is not made lightly. Of course, many transformation initiatives fail. We’re happy to do this, of course, but disappointed that the roadmap we provided did not produce the results we envisioned. Lack of Engagement. Lack of Engagement. By Peg Ayers.

Consulting 100

Consulting Consulting Contact Center Chief Customer Officer 100

ShepHyken

AUGUST 4, 2016

Of course, transparency must go both ways if the staff is to work as a team. Employees at all levels of the company should feel empowered to ask questions, make suggestions, or otherwise participate in the shaping of the culture, and not just be beholden to policies.

Analytics 202

Analytics Employee engagement Morale Surveys 202

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

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Talk is cheap.

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

bold360 Blog

JANUARY 22, 2020

Of course you want the customer experience to the best it can be. But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees. Frontline employees in stores and branches. It helps employees to take on more consultative, high-value work.

Employee engagement 76

Employee engagement Customer Experience Technical Support Chatbots 76

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Beyond Philosophy

JUNE 4, 2015

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. Humanistic companies—or firms of endearment (FoEs)—seek to maximize their value to society as a whole, not just to their shareholders.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Taylor Reach Group

JANUARY 17, 2020

The good news is it’s not too late to course correct. When you do, chances are you’ll hear them opine about fair-wages, fair-scheduling, and fair-work environments – all of which are growing areas of discontent for front-line employees. Follow Taylor Reach and JD Fairweather on Twitter at @Taylor_Reach and @JD_Fairweather.

Contact Center 111

Contact Center Employee engagement Consulting Consulting 111

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. The snowball gains momentum Of course, there’s more to add to the confusion. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box. It was a dismal failure.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Kelli’s ultimate passion comes in employee development.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

LiveChat

FEBRUARY 28, 2017

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. High paychecks equal employee retention.

Employee engagement 49

Employee engagement Morale Surveys Education 49

Taylor Reach Group

MARCH 20, 2020

Yet not dealing with mental health concerns are bad for business, not just in terms of absenteeism, but also in terms of reduced employee engagement and reduced productivity. Investing in supporting our employees who struggle with mental health makes good business sense.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Taylor Reach Group

JANUARY 6, 2023

No, if centers need more, better, and more engaged frontline agents, then they will need to make frontline roles more attractive. Of course, the centers will also need to improve their recruitment processes to engage candidates before they become employees. . The post Happy New Year and Welcome to 2023!

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. .

Best practices 105

Best practices Employee engagement Consulting Consulting 105

Taylor Reach Group

NOVEMBER 29, 2019

Of course they may miss trying to be psychic and trying to guess what the customer will value. To find out more about how Taylor Reach can help your company with quality assurance, CLICK HERE to schedule a free consultation. The traditional approach is dangerous and those that employ it should cease and desist immediately.

Contact Center 107

Contact Center Consulting Consulting Coaching 107

Call Center Weekly

JULY 21, 2017

Improved Engagement - When staff are fully engaged, challenged and utilized properly, they produce quality work that directly impacts the company's bottom line. As Kevin Kruse suggests , "Employee engagement is the lever that can move that needle. I call it the engagement profit chain."

Contact Center 143

Contact Center Employee engagement Metrics Government 143

Taylor Reach Group

DECEMBER 11, 2019

There are a myriad of lenses through which we can examine the impact that your contact center organization can have on the customer experience, product or service knowledge, emotional engagement, ease of interaction, professionalism, etc. Another element to be considered is personal growth and development.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Real Blue Sky

NOVEMBER 21, 2023

Next, we explore the crucial role of employee engagement and retention, and how investing in your workforce can lead to a more satisfied customer base and propel brand growth. Fostering a Positive Work Culture A positive work culture is another cornerstone of employee engagement.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

Consulting 126

Consulting Consulting Metrics Feedback 126

360Connext

OCTOBER 2, 2018

But the irony, of course, is that the very places that want these types of leaders often already live in a data-centric culture. appeared first on Customer Experience Consulting. .” @jeanniecw Click To Tweet. The “Data-Centric” CX Leader. The post What Kind of Customer Experience Leader Do You Need to Be?

Customer Experience 114

Customer Experience Journey mapping Education Consulting 114

Taylor Reach Group

FEBRUARY 12, 2019

Often trainers only view themselves as “those who train” and their job as getting the candidates through the course and to the floor as quickly as possible. Secondly, consider the development and costing of the course and the associated materials. Any dropouts or dismissals during the training period are viewed as a training failure.

Contact Center 95

Contact Center outsourcing Consulting Consulting 95

Taylor Reach Group

MAY 7, 2019

Of course, you may simply change the old start and stop times with the new times in the SOP’s or operation manual, or you may need to get much for granular to address potential issues such as length of shifts, definition of full and/or part-time staff. So, if we are going to mess with folks’ schedules, we better set some rules.

Contact Center 98

Contact Center Consulting Consulting Upselling 98

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

PeopleMetrics

FEBRUARY 26, 2015

And so, of course, it was exactly the right time to look for a new and more challenging career. It was for an Employee Engagement position at a Human Capital consulting firm. Sure, they provided free breakfast and a free lunch to every employee in every office around the world. Bought a new house. Why they return.

Customer Experience 76

Customer Experience Employee engagement Construction Surveys 76

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. improvement in revenue growth. That's insane.

Employee engagement 56

Employee engagement Airlines Morale Consulting 56

Hello Customer

APRIL 24, 2020

According to this report by Morning Consult , “Consumers [.] want to know how you're providing for and protecting them from harm’s way, taking care of your employees, and otherwise managing your business in this unique time.”. Source: Morning Consult - Brand Management in the COVID-19 Era.

Consulting 87

Consulting Consulting Feedback Management 87

Taylor Reach Group

MARCH 8, 2019

Of course contact centers exist in every industry and vertical each of which has its own unique aspects and elements. It is of course the Team Leader who has the responsibility to try to prevent this from happening and the leader is just as familiar as we all are about the importance of teams.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95