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?

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Employee engagement Consulting Consulting Metrics 170

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

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. Colin is an international author of five bestselling books and an engaging keynote speaker.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

JANUARY 12, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement' The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

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Customer Experience Employee engagement Consulting Consulting 409

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?

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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. Here is an excellent example of separating the “what,” weather delay in Denver that leaves passengers stranded on the runway in Wyoming for hours, from the “how,” having pizza delivered, so passengers don’t have to starve while they wait.

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Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

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.

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Customer Experience Customer centricity B2C Airlines 391

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.

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Customer Experience Customer retention Upselling Banking 411

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.

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Wireless outsourcing Employee engagement Call Center 283

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.

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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.

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Employee engagement Airlines Consulting Consulting 282

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.

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Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

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. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Customer centricity Consulting Consulting Employee engagement 355

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.

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Customer Experience Employee engagement Journey mapping Customer centricity 316

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.

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Morale Consulting Consulting Employee engagement 324

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.

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Transportation Customer emotions Coaching Employee engagement 419

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. The post Workforce Management Software Improves Employee Engagement appeared first on DMG Consulting.

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Employee engagement Management Real estate Contact Center 98

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.

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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.

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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.

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Employee engagement Consulting Consulting Call Center 281

Taylor Reach Group

MARCH 8, 2021

The decision to engage a contact center consultant is not made lightly. We’ve found four main reasons for long-term lack of success after a consulting engagement: Lack of Knowledge. Lack of Engagement. Lack of Engagement. By Peg Ayers. Lack of Money. Lack of Ongoing Support. Lack of Knowledge. Lack of Money.

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Consulting Consulting Contact Center Chief Customer Officer 100

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

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.

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Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

JUNE 7, 2019

This episode of The Intuitive Customer dives into Colin’s new book on the subject ‘Happy People Make Happy Customers’ and we explain why the experience you provide your employees is just as critical as the one you want to deliver to customers. Many companies do an excellent job of this.

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Consulting Consulting Employee engagement Customer Experience 287

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.

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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. 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. What about your company? The post Be Warned!

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Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Experience Customer centricity Scripts Customer emotions 300

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.

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Consulting Consulting Employee engagement Customer Experience 302

COPC

JULY 23, 2021

This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. s Employee Engagement Services to implement FBC’s first employee survey. to design, test and roll out the first employee engagement survey. At COPC Inc.,

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Employee engagement Benchmark Surveys Government 98

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.

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Employee engagement Consulting Consulting Customer Experience 364

Contact Center Pipeline

NOVEMBER 3, 2016

Universities, consultants, authors and experts all have a lot to say about employee engagement. It comes right from the source—the employees themselves. The attention paid to this topic is encouraging, as it is a critical ingredient in a high-performing company. The best insight, though, does not come from the experts.

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Employee engagement Contact Center Consulting Consulting 186

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are my top five picks from last week. That’s a bold statement, but it’s true.

Airlines 218

Airlines Customer Service Employee engagement Morale 218

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Be open to improvisation, encourage agents when they successfully go off script and consult your employees for script revisions and updates to improve both employee engagement and customer satisfaction across your organization. .

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Scripts Customer Experience Employee engagement Best practices 216

Beyond Philosophy

JULY 17, 2021

Sherman, a director of Customer Experience and employee engagement at a global organization by day and the founder of DoingCXRight.com by night, says that Customer Experience is the new marketing, replacing and usurping it. appeared first on CX Consulting. Sherman and I have a difference of opinion. Join The debate!

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Marketing Customer Experience Consulting Consulting 273

Taylor Reach Group

MAY 14, 2020

According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. Connecting with employees is always step one.

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Employee engagement Consulting Consulting Coaching 171