ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Beyond Philosophy

MARCH 5, 2015

Southwest Airlines is a great Customer-centric airline with excellent employee engagement. So three things that are going better in the Airline industry before. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 6, 2014

What we know is over half of the experience outcome is emotionally based no matter what industry you do business. Creating a Deliberate Customer Experience in Your Strategy. Everyone should have a Customer Experience strategy. You are evoking emotions in your Customers right now.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

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 48

Employee engagement Enterprise Contact Center Self service 48

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.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

NOVEMBER 28, 2016

There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ShepHyken

APRIL 8, 2025

What lessons can businesses learn from the hospitality industry? Kindness can be the golden rule in any industry. It’s a simple yet overlooked way to enhance customer and employee interactions and build loyalty. Why is emotional connection important in business? Authentic leaders can transform a business.

Customer Experience 176

Customer Experience Morale Personalization Customer Service 176

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

Beyond Philosophy

DECEMBER 22, 2014

Blogs Customer Experience Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors customer research employee engagement' (..)

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Satrix Solutions

APRIL 6, 2020

Not all employees or organizations can be a direct line of help to the medical industry given our specific skillsets, but we can join together and provide them with the necessary materials they need to expertly and compassionately treat patients. Simply Google “blood donation near me” to start the process. Donate Your Time.

Employee engagement 137

Employee engagement Customer Experience Advertising Banking 137

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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

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

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

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

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

aircall

JULY 14, 2021

However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. What Is Employee Engagement? Engaged employees have a strong relationship with their company.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

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. Opportunity for career growth. Good relationship with senior management. Train them a lot more than you do now.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. .

Employee engagement 86

Employee engagement Coaching Business Process Outsourcing Feedback 86

ShepHyken

DECEMBER 9, 2024

Experts across the industry forecasted significant advancements in AI, personalization, self-service, immersive technologies, and omnichannel strategies. Lets dive into which predictions materialized, based on insights shared by industry leaders.

Customer Service 185

Customer Service B2B Sales Self service 185

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. It also feels good to have a higher purpose and do good for others.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

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

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. What happens in response to these circumstances is how the company wants to really differentiate itself from our industry peers.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

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. Watch the full video on YouTube ?. Jeremy Watkin. “If

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

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

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

MARCH 16, 2015

I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. It is not a slogan. I see dangers on the horizon we should all try to avoid.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

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

ShepHyken

DECEMBER 16, 2019

Almost every company in any industry can take advantage of the “Mobile Revolution” (as I like to call it). Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. A 3 Step Approach to Higher Employee Engagement Within The Contact Center by Matt Wujciak.

Customer Service 209

Customer Service Employee engagement Coaching Customer centricity 209

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

JUNE 12, 2015

Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience. Make Sure Your Customer Experience is “On Trend”.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

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

ShepHyken

OCTOBER 30, 2023

Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. Employee engagement is crucial for maintaining a high level of service for any company or brand. We can all learn from their methods.

Employee engagement 201

Employee engagement Education Management Customer Service 201

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. Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. 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.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

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