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

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

DMG Consulting

APRIL 2, 2025

AI enables these enhancements, but so does the change in employee expectations. WFM solutions have entered a new period where they are going to be instrumental in improving employee engagement and reducing agent attrition.

Employee engagement 59

Employee engagement Enterprise Contact Center Self service 59

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

JULY 12, 2016

What’s true for customer attitudes relative to behavior can also be applied to employees. Industrial psychologists and organizational behaviorists have been studying employee satisfaction for over 30 years, assuming that the level of staff satisfaction correlates with impact on measurable results. appeared first on.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified.

Customer Experience 411

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.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

NOVEMBER 10, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

OCTOBER 11, 2019

It all started because printer sales were declining as an industry about 12 or 13 years ago. Unfortunately, the industry as a whole had not done an excellent job with product differentiation between the different tiers of providers. Moreover, the industry is changing. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

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

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

MAY 31, 2016

The extent of their role and impact needs to be better understood, but employee satisfaction isn’t the best way to do it. Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

FEBRUARY 27, 2017

The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Start by engaging the employees. Researchers have found that an engaged employee is essential to success in the global economy. The change is more than cosmetic.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

APRIL 5, 2019

Her clients have gone on to increase their scores for customer satisfaction and improved employee engagement. Many have also earned awards in their industry. She helps leaders and teams make subtle shifts to create breakthrough success for customers. Listen to the podcast in its entirety to learn more about [TOPIC] Experience.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

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

Fonolo

APRIL 1, 2021

Jeremy Watkin is a contact center industry leader with over two decades of experience. This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. .” - @blairplez #CX4Now #CX #CCTR #AI Click To Tweet.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Beyond Philosophy

JULY 24, 2017

The luxury car makers are taking steps in the right direction, but that doesn’t necessarily mean the changes will trickle down to the rest of the industry. Compensation and incentives are based on sales volume, and that is seldom a winning strategy in any industry. But Will They Really Change? I love my Jeep now.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

COPC

JULY 23, 2021

Though unlike most, the leader and industry veteran knew that he needed to focus on FBC Asia Pacific’s most important asset – its people. “During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. Employees are the foundation for great businesses to thrive.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Additionally, for those in compliance-heavy industries like collections and insurance, specific language may be crucial to the success of the call, meaning not every part of the talk track can be improvised.

Scripts 216

Scripts Customer Experience Employee engagement Best practices 216

CX Global Media

OCTOBER 10, 2018

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

Outsource Consultants

NOVEMBER 17, 2021

The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. The BPO industry didn’t just weather the storm.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

CCNG

SEPTEMBER 23, 2020

Creating a seamless experience for our customers increases loyalty, decreases our costs and creates better employee engagement. While all of us are navigating the pandemic in ways specific to our industries and customers, one thing remains consistent.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. And management at the Ritz-Carlton is fantastic, because they walk the talk.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. Giving credit and acknowledging the team’s efforts along the way, not just when a project is completed, boosts engagement.

Employee engagement 229

Employee engagement Surveys Consulting Consulting 229

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

CCNG

OCTOBER 14, 2021

Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. Their teams are usually accomplished leaders in our industry. They have 10K+ contacts across the industry. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. As a result, USAA has a long history of topping industry lists for best customer service. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. Originally published by MyCustomer.

Employee engagement 59

Employee engagement Customer centricity Consulting Consulting 59

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Beyond Philosophy

OCTOBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

ShepHyken

JUNE 25, 2021

a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. If you cannot prove it by your action(s), you do not mean it. Annette Franz, CCXP is the founder and CEO of CX Journey Inc.,

Customer centricity 305

Customer centricity Coaching Consulting Consulting 305

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. As a result, USAA has a long history of topping industry lists for best customer service. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. Originally published on CustomerThink.

Employee engagement 54

Employee engagement Customer centricity Best practices Consulting 54

COPC

SEPTEMBER 26, 2022

Global Insights for Integrating Employee and Customer Experience Strategies. a global customer experience (CX) consulting firm, announces the launch of its 14-part Employee Engagement Research Series. The first report provides a global view of employee engagement data and is now available at no cost.

Employee engagement 52

Employee engagement Business Process Outsourcing Benchmark Contact Center 52

Call Design

AUGUST 25, 2021

Gamification isn’t anywhere near as expensive as it used to be, especially with more industry-specific companies focusing on providing accessible solutions. The commitment to gamification technology from companies worldwide is incredible, as more companies place a greater emphasis on employee development. Builds Engagement.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

Beyond Philosophy

JUNE 4, 2015

In the book, they have identified about 30 companies, from multiple industries, that met their criteria. As Southwest Airlines founder Herb Kelleher has observed “A humanistic approach to business can pay handsome dividends, even in a somewhat benighted industry like air passenger service.”. It’s as simple as that.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. this week announced the addition of Patricia Ballantyne to the globally recognized consulting firm.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64