Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

MARCH 10, 2015

Apologize in person. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. She gives us all a great list that includes: Act quickly. Explain what happened.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” Southwest Attacks Its Late Problem Head-on with Its Customers. I know that! WHY was it late is always my thought….

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

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

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. Employee Ambassadors Help Create a Positive Social Media Presence.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

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

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat. They might even encourage the use of Skype! Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. Research has shown that both positive and negative emotions pass easily from one person to another – even over phone calls and social media , and even when neither party is aware it is happening.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

OCTOBER 11, 2019

Laverty says that inside every single person in the organization today is a duty to deliver an exceptional Customer Experience. One of the most significant is a decrease in employee engagement. So, our employee engagement levels have now become also part of our focus. People want to belong to a cause.”.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

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

MAY 31, 2016

Such an individual—let’s call this person a chief customer officer—is missing from the organization chart of many companies. Employee Engagement: Putting the Cart Before the Horse? Core Elements of Employee Engagement. Customer Centric Employee Engagement.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. Involving your agents in script writing, whether they are in person or remote, improves their confidence and buy-in. Do they interact with the customers in a personable and effective manner?

Scripts 213

Scripts Customer Experience Employee engagement Best practices 213

Beyond Philosophy

MARCH 19, 2019

Some of those stories are in person; some are online, and others related in 280 characters or less. Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. Ensure that employees have the leeway to do what it takes to keep it fresh. Creating “Whoa!” organizations.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

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

JULY 24, 2017

Among its perks, the program ensures that you only have to deal with one person throughout your transaction. If you can afford its Black Label program, sales people come to you, and you deal with one person from beginning to end. Improve your employee engagement and your subsequent customer experience.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

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.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? Beyond Philosophy’s Thought Leadership Principal Michael Lowenstein and I will show you how to build on employee engagement and move it to employee ambassadorship.

Banking 0

Banking Coaching Surveys Employee engagement 0

COPC

JULY 23, 2021

. “During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. No matter how good the technology is or processes one has, when the rubber hits the road, it is the person answering the phone call, email or chat that makes the difference. At COPC Inc.,

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Beyond Philosophy

NOVEMBER 24, 2015

What I have done to good effect is to get different people from across the organization to interview the person as well. 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. Positive Attitude. Initiative.

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

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

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? LITTLE recognizes this and is the first place I have worked to have a dedicated full time Engagement Manager.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. The significance of employee engagement and communication in driving successful organizational change.

CCNG 195

CCNG Technology Employee engagement Government 195

Beyond Philosophy

NOVEMBER 22, 2017

Orientation : In this stage, the employee settles into the job, integrates with the corporate culture, familiarizes himself/herself with coworkers and management, and generally establishes his/her role within the organization. Career Development : In this stage, the employee matures in his/her role in the organization.

Banking 223

Banking Enterprise Consulting Consulting 223

bold360 Blog

JANUARY 22, 2020

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. Contact center employees answering calls and chats. More products and services mean more complexity for employees to handle.

Employee engagement 76

Employee engagement Customer Experience Technical Support Chatbots 76

Beyond Philosophy

NOVEMBER 14, 2017

Specifically with regard to ambassadorship at Virgin, and how it is built on emotional sensitivity, Colin determined that two key values are generated by linking employee and customer experience: “First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Beyond Philosophy

DECEMBER 20, 2017

STAN: What do you think of a person who only does the bare minimum? 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. STAN: Yeah. Let me ask you a question, Joanna. JOANNA: Umm-hmm. JOANNA: Huh.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

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 225

Employee engagement Surveys Consulting Consulting 225

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors. Organizations that are centered around their customers know that it’s not a part-time role.

Employee engagement 59

Employee engagement Customer centricity Consulting Consulting 59

Beyond Philosophy

MARCH 2, 2018

From what employee emails they can read to how much social media access employers are entitled to website usage on company equipment, and even whether an employer can order a polygraph, the government works to help draw the lines of what is fair game and what isn’t. As far as the employee experience, it all comes down to feelings.

Government 253

Government Employee engagement Customer Experience Consulting 253

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors. Organizations that are centered around their customers know that it’s not a part-time role.

Employee engagement 54

Employee engagement Customer centricity Best practices Consulting 54

Beyond Philosophy

JUNE 4, 2015

To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

OCTOBER 24, 2014

Many organizations recruit employees for their technical competence. Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. If you would like to follow Beyond Philosophy click here.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

JULY 22, 2021

Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. As I have written before, a Customer Experience is an entire interaction that a person has with the organization, including the rational, emotional, subconscious, and psychological aspects.

Marketing 221

Marketing Customer Experience Consulting Consulting 221

Taylor Reach Group

JUNE 12, 2020

A person’s name is to that person the sweetest and most important sound in any language.”. – Dale Carnegie . Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. By Peg Ayers. “A meaning, “Do you speak German?”

Employee engagement 134

Employee engagement Consulting Consulting Personalization 134

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. And here’s why she is awesome. In what way?

Personalization 98

Personalization Coaching Education Marketing 98