Beyond Philosophy

DECEMBER 7, 2016

It would be wise to review these three elements in your employee engagement strategy. Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. Opportunity for career growth. Good relationship with senior management.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

ShepHyken

MAY 27, 2019

For businesses, this presents both challenges and opportunities, particularly around identity verification. Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. These are the Tips that Will Help You Achieve That. .

Journey mapping 277

Journey mapping Customer Service Employee engagement Morale 277

ShepHyken

OCTOBER 16, 2018

They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs. Successful organizations with great employee engagement and culture share a lot of these five basic needs.

Employee engagement 258

Employee engagement Entertainment Marketing Customer Service 258

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. They can be short three or four-minute presentations.

Employee engagement 244

Employee engagement Morale Personalization Customer Experience 244

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

MARCH 10, 2015

It means more when you are physically present. The answer is best summarized in an article I read by Kerry O’Malley, called, “ The Right Way to Admit You Made a Mistake in Business. ” She gives us all a great list that includes: Act quickly. Sooner is always better than later. Apologize in person. Explain what happened.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

APRIL 17, 2015

By listening to them and acting, you improve employee engagement and what the VOE is saying. Engaged employees believe they contribute to the company’s success. We can see what happens when employees’ voices are ignored. And guess what?

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

Beyond Philosophy

NOVEMBER 3, 2015

I hear him in the back of my head when I am managing my team or presenting to an audience or listening to a client. 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.

Banking 386

Banking Employee engagement Consulting Consulting 386

Beyond Philosophy

AUGUST 16, 2017

How committed are you to your present employer? It is crucial that you leverage the positive influence of your Employee Ambassadors to improve your relationship with the Positive Loyalists, Indifferents, and Disinterested Seatfillers. Are you wild about what you do or simply content in your position?

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

JUNE 18, 2015

Find your team’s strengths and use those to create the experience—and also employee engagement (a key element to a great Customer Experience). Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Commit to the mindset of creating an exemplary Customer Experience. Individual development.

B2C 399

B2C B2B Employee engagement Customer Experience 399

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.,

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Beyond Philosophy

OCTOBER 11, 2019

All the change has presented new challenges. 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

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

CX Global Media

FEBRUARY 26, 2019

If you’re a solution provider that has solutions that are used on the frontline or improvise the performance of the frontline, then I’d like to give you the opportunity to put forward your solution or case study to present at the event. How Coca-Cola® Adds Life to Contact Center Employee Engagement. – Click to Tweet.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

Beyond Philosophy

NOVEMBER 24, 2015

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. I judge the plan by how they present it and the thought behind it. Positive Attitude. Do they have that positive, Can-do attitude?

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

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. In the Spring of 2020, new challenges have presented themselves.

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

ShepHyken

FEBRUARY 23, 2018

As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. Be Authentic: When interacting with another, whether customer or employee, genuinely listen for understanding. Be present. On this point, employee engagement in the company message is critical.

Scripts 234

Scripts Employee engagement Customer Service Customer Experience 234

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

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. However, is one of them swallowing the other or do they both present value to the overall goal in equal parts?

Marketing 273

Marketing Customer Experience Consulting Consulting 273

Russel Lolacher

FEBRUARY 1, 2021

A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. This was not a presentation.

Personalization 81

Personalization Employee engagement Consulting Consulting 81

Callminer

MAY 27, 2020

Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potential to build loyalty among your workforce in ways higher wages never could AND benefit your business’s bottom line. Keep employee data analysis consistent.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

JANUARY 27, 2020

This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. My Comment: This is a very robust article focused on employee satisfaction.

Customer Service 53

Customer Service Customer retention Airlines Employee engagement 53

Beyond Philosophy

OCTOBER 3, 2014

He admits that their present success took much hard work over many years. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. Some of the important points he thinks helped them arrive where they are today include: A Winning Mindset.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. 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.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

APRIL 23, 2018

Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). She is a branding expert, and now she shares some insights on creating superior customer experience, which starts with the self-motivation of great employees. The Secret To Superior Customer Experience by Denise Lee Yohn.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

Beyond Philosophy

OCTOBER 24, 2020

It is imperative that you know what you want the culture to change to, and also what things you need to do to change the culture from where it is presently. When you show your team that you are not asking them to do anything you are not willing to do yourself, you increase employee engagement and improve the Employee Experience.

Employee engagement 243

Employee engagement Consulting Consulting Customer Experience 243

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. But what if you are ignoring your greatest resources for improvement: your frontline employees? Enable Employees to Take Ownership.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Contact Center Pipeline

AUGUST 29, 2017

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.

Contact Center 280

Contact Center Employee engagement Call Center Technology 280

ShepHyken

AUGUST 4, 2016

A stern top-down directive given without context or reason is easily ignored or deprioritized, while one that is presented as a productive initiative backed by solid information is more motivating and harder to argue with. Of course, transparency must go both ways if the staff is to work as a team.

Analytics 202

Analytics Employee engagement Morale Surveys 202

ShepHyken

NOVEMBER 13, 2018

If you’re in a business meeting or networking event, put your technology away and be present with the people you’re with. If you’re in a business meeting or networking event, put your technology away and be present with the people you’re with.” – Dan Schawbel. 85% of the global workforce is disengaged.

Technology 248

Technology Customer Service Employee engagement Management 248

ShepHyken

APRIL 21, 2020

When you understand the differences between yourself and your employees, you will understand how to manage them better and ultimately be a better boss and leader. Additionally, try to help your employees get where they want to go. Research your present workforce—understand what makes your current great employees a good fit.

Morale 285

Morale Surveys Marketing Customer Service 285

CCNG

APRIL 20, 2022

Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

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. The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

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 The Top 10 Companies.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Call Design

AUGUST 25, 2021

Because certain aspects of the contact centre industry can become quite numbers-driven and repetitive, managers cannot understate the value in building agent engagement through alternative means such as gamification and non-work-related activities. Gamification presents a whole new world of engagement.

Gamification 145

Gamification Employee engagement Surveys Consulting 145

ShepHyken

JUNE 4, 2018

Most of the time, service should be friendly and engaging. And, once in a while, when the opportunity presents itself, go for “above and beyond.” 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . My Comment: Happier employees mean happier customers. To me, that’s what “delight” is about.

Customer Service 193

Customer Service Airlines CRM Employee engagement 193

ShepHyken

OCTOBER 16, 2018

They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs. Successful organizations with great employee engagement and culture share a lot of these five basic needs.

Employee engagement 128

Employee engagement Entertainment Marketing Customer Service 128

ShepHyken

AUGUST 18, 2023

Employee Engagement and Satisfaction Metrics Monitoring employee engagement and satisfaction is vital to understand how AI adoption impacts their work experience. High employee engagement is often indicative of a successful and balanced AI implementation.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156