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 5, 2017

A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibilities for growth, promotions and possibly more – – like training, work environment, and reward and recognition.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Beyond Philosophy

JANUARY 12, 2015

Philosophy #5: Getting employees on board is critical to your successful Customer Experience. Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement'

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

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

NOVEMBER 12, 2015

Monty Python’s Flying Circus demonstrates what not to do as a Customer-Facing employee: ( Be warned: there are some insensitivities references to gender orientation in here). While you can train your employees how to respond to rude employees, there isn’t that much you can do about the Customers. https://youtu.be/CvqYDjyQSvE.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

NOVEMBER 6, 2014

This customization requires a great deal of emotional intelligence and training in your Customer-facing employees. Colin is an international author of four best-selling books and an engaging keynote speaker. We discussed this in more detail in the first post of this series about People.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

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. This important training takes time and money, two things on which most leaders have a lot of opinions, especially about how they will be spent.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

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. However, in reality, employees were not anymore.

Customer Experience 413

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.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

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

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

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.

Morale 324

Morale Consulting Consulting Employee engagement 324

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. Employees who deal with the public must have support from management, and the training, ability and incentives to go above and beyond. But many others look to technology. What about your company?

Technology 331

Technology Consulting Consulting Customer emotions 331

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.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

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

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.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Call Design

AUGUST 25, 2021

This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. Here are some reasons why companies worldwide are choosing to invest in gamification and incorporating them into their training and development programs: Encourages Ongoing Development.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

Beyond Philosophy

MAY 31, 2016

Employees are capable of directly contributing to both customer disappointment and customer delight. It is essential that companies have a research and analysis method that links staff experience and performance directly to customer behavior, so they can hire, train, recognize and reward employees for how they contribute to customer value.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

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.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Once the recruits join the team, however, training is essential. You get the right people, and you train them to do the right things at the right time and in the right way,” he explained.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

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.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

CX Global Media

OCTOBER 10, 2018

By participating in this training with Penny, you’ll be best prepared to turn frontline leadership development into your strength. What Penny will cover in this free training seminar…. Identifying the best learning approaches to address supervisory training needs. The best practices for selecting frontline leaders.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

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. We provide detailed recommendations in an extensive report, and they almost always include a training component.

Consulting 100

Consulting Consulting Contact Center Chief Customer Officer 100

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.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302

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.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

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. Great Customer Experience moments don’t always require a huge investment.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

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

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

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 215

Airlines Customer Service Employee engagement Morale 215

Beyond Philosophy

MARCH 19, 2019

Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. As a global Customer Experience consultant these past two decades, I’ve worked with many organizations where they seem to have blinders on. What Do We Mean by Innovative Service? Creating “Whoa!” organizations.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. Professional development frequently involves additional training and/or exposure. The challenges in this stage are employee engagement and retention.

Banking 223

Banking Enterprise Consulting Consulting 223

Beyond Philosophy

AUGUST 9, 2017

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

Banking 0

Banking Coaching Surveys Employee engagement 0

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

JULY 24, 2017

Improve your employee engagement and your subsequent customer experience. Register now for our FREE webinar ‘Employee Ambassadorship: Realizing and optimizing stakeholder value’ on August 10th. Michael Lowenstein & I will show you how to build on employee engagement and move it to employee ambassadorship.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

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.

Employee engagement 186

Employee engagement Contact Center Consulting Consulting 186

CCNG

JUNE 26, 2024

Empower Your Staff : Allow front-line employees the autonomy to make decisions that anticipate customer needs. Empowered employees are more engaged and better able to innovate ways to anticipate customer needs. Leverage Technology for Feedback Analysis : Use advanced tools to collect and analyze customer feedback.

CCNG 195

CCNG Employee engagement Feedback Consulting 195

Call Center Weekly

OCTOBER 30, 2017

By Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time. This answer is unacceptable simply because there are many alternative methods of training and development available. Understanding how your staff prefers training, will aid in the success of your development program.

Government 240

Government Contact Center Consulting Consulting 240