BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. Let’s dive right in. Let’s explore.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Michel Falcon Experience

MARCH 12, 2019

I’m going to give you a lot of entertainment and engagement, but a lot of education as well too. The expectations of our employees and our customers must be managed to build a people first culture. But I lasted three semesters, it didn’t make sense to me to pay and then I wasn’t engaged, I wasn’t learning.

Culture 12

Culture 2019 Engagement Net Promoter Score 12

Customer Bliss

AUGUST 9, 2016

Stephanie also shares how she engaged with a very different type of C-Suite: the management level of the government. . She has been a member of CXPA since 2012 and spoke at the 2016 CXPA Insight Exchange on the evolution of customer experience in government. About Stephanie. Right Brain – Left Brain Functionality.

Government 0

Government Leadership Customer Experience 2016 0

Experience Matters

FEBRUARY 10, 2016

We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX).

Engagement 59

Engagement 2012 Customer Experience Measurement 59

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. The largest jump from last year is employee communications and engagement. Download report for $195. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

One Millimeter Mindset

JANUARY 7, 2021

Instead, the root cause impacting team success often resides in ingrained cultural mindset and behaviors which remain comfortably seated at the business table with you. Second perspective: When departmental leadership reinforces professional elitism, a culture of “Our Departmental Value” versus the “Value of Other Departments” emerges.

2012 89

2012 2021 Leadership Culture 89

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

MARCH 8, 2017

Back in 2012, we did some research involving over 40 telecoms. If a telecom with a truly customer-centric culture emerge with a committed eye to improving the Customer Experience, they could dominate market share. Colin is an international author of five bestselling books and an engaging keynote speaker. appeared first on.

Customer Experience 124

Customer Experience Customer Centricity 2012 Poor Customer Service 124

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? How can something like strong customer culture be quantified? 3 Ultimate Factors of Business Performance Lynn Hunsaker.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Michel Falcon Experience

JANUARY 10, 2016

There are three essential ways for any company to increase employee engagement. You must keep your finger on the pulse of your employee culture at all times. The idea that employee engagement is determined by financial incentives has long been disproven. Too many organizations believe employee engagement is a campaign.

Engagement 60

Engagement 2012 Feedback Culture 60

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Build a people-first culture. So keep your employees happy.

Banking 94

Banking Management 2012 Social Media 94

Beyond Philosophy

JUNE 26, 2017

Not only that, their pop culture nickname, “Whole Paycheck,” indicates that prices were not competitive with the increasingly saturated organic and healthy food market industry. An Emotional Signature is how a customer feels about your organization, the level of their emotional engagement with your brand. Are These Next?

Retail 122

Retail Fashion E Commerce 2008 122

Service Untitled

MARCH 10, 2014

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. ” Encourage employees to focus on customer experiences and make each unique experience a part of the company culture.

2007 68

2007 2012 Call Center Culture 68

Kerry Bodine

JANUARY 18, 2021

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”.

2012 90

2012 2019 Books 2015 90

ReviewTrackers

APRIL 2, 2019

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Build a people-first culture. So keep your employees happy.

Banking 90

Banking Management 2012 Social Media 90

Tricia Morris

AUGUST 11, 2015

Customer service specifically garnered a rating of 75 out of 100, which is comparatively good, but down five points from the rating of 80 where it’s stood consecutively since 2012. What’s Causing the Drop in the Polls? A Place to Start.

Government 81

Government Customer Service White Paper 2015 81

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

MARCH 21, 2017

Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women.

Workshop 81

Workshop 2011 2012 Leadership 81

CX Journey

OCTOBER 12, 2016

It is a modified version of a post that I wrote for CX Journey back in 2012. Why don't we ask, on a regular basis, where employees stand; how they feel about the organization, management, culture, and vision/direction; and if they have everything they need to be successful in their roles? It appeared on their blog on September 5, 2016.

2012 77

2012 Employee Experience Culture 2016 77

Calabrio

MAY 3, 2021

As a result, it’s an environment where contact center agents need to feel especially inspired and engaged—and it’s an environment well-suited for the type of motivation Coach Izzo modeled for David at MSU. Instead, I create a culture of accountability with the entire team. That’s why I don’t micro-manage.

Contact Center 105

Contact Center 2021 2006 2012 105

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. The bigger, more dynamic picture: VEAs with visual engagement.

Contact Center 104

Contact Center 2012 Innovation Loyalty 104

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? How can something like strong customer culture be quantified? 3 Ultimate Factors of Business Performance Lynn Hunsaker.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Ann Michaels and Associates

OCTOBER 28, 2018

Quicken Loans’ culture is built on core values that every team member is encouraged to conduct themselves by every day. Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients.

2012 61

2012 Customer Service Training 2010 Measurement 61

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. Rob created a Shared Values Process/Operating System, which is a training and culture change tool. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged!

Books 60

Books Leadership 2019 2012 60

Magellan Solutions

FEBRUARY 23, 2017

Another reason is the Philippines has a highly Westernized culture. Western pop culture influences such as TV shows, music and books permeated Filipino households for decades. But despite this quality, Philippine call centers still engage their agents in continuous communication and language training to remain competitive.

Communication 61

Communication Call Center 2012 Culture 61

Magellan Solutions

MAY 6, 2024

Examples of onshore outsourcing: Outsourcing within the same country Key advantages of onshore outsourcing: Cultural and linguistic alignment Faster communication Further, onshore providers may be better qualified to navigate domestic regulations and compliance requirements, reducing their clients’ administrative burden.

2011 97

2011 Telecommunications 2012 Return on Investment 97

C3Centricity

OCTOBER 7, 2020

Have a look online and see just how many Facebook pages have almost zero engagement! Brands with a strong and above all engaging fan base on Facebook can count on daily likes, but more importantly also shares and comments. This engagement will increase visibility and accelerate reach.

Marketing 115

Marketing NPS Net Promoter Score Brands 115

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. But during my time in customer enablement, I would only be engaged with a customer for a certain project and then have to move on. Did they hit their goals?

Customer Success 91

Customer Success Culture Customers 2011 91

Magellan Solutions

MARCH 16, 2017

The Filipinos’ Business English skills actually bested other native English-speaking citizens’ in 2012. World-class hospitality and customer service. Choosing a call center from the Philippines can actually help you engage your customers better. Filipinos grew up immersed in the Western culture, from sitcoms to music to fashion.

Call Center 53

Call Center 2012 Government Fashion 53

Beyond Philosophy

DECEMBER 20, 2017

HR execs and consultants would say that what is needed is a higher level of employee engagement. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. How Joanna was performing at Chotchkie’s, and how customers were viewing their experiences, is a great example.

2006 68

2006 2012 Consulting 2017 68

Lithium

JUNE 27, 2022

While it's easy to fall victim to juvenoia or the misunderstanding of youth culture, TikTok has the data to back up its popularity with all ages. It’s possible that it’s been a recent challenge to understand how your brand could fit into this social engagement circus. The data, the culture, and the sheer mass of revenue support this.

Engagement 52

Engagement Social Media Metrics 2012 52

Amity

FEBRUARY 10, 2017

I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012). The way the marketing industry is evolving, customers are simultaneously expecting simplification and sophistication.

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Playvox

OCTOBER 6, 2021

Gen Z (born between 1997 and 2012) 12% of 2025 workforce As digital natives, this generation uses social platforms to connect with others and to build their personal brands and businesses. Pair agents with team members in different generations to foster collaboration, understanding, and engagement. Create Mentoring Opportunities.

Contact Center 75

Contact Center 2025 Management 2021 75

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s ecosystem was misunderstood and disrespected. Every company’s ecosystem is unique.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Talkdesk

SEPTEMBER 8, 2015

Engage Your Employees. Aimee Lucas of CMSWire wrote this week about how to promote engagement from employees. What is less obvious is how to create this culture within employees. Lucas reviews the “Five I’s of Employee Engagement:” Inform, Inspire, Instruct, Involve, Incent. Want to be Customer-Centric?

2012 45

2012 Call Center 2015 Customer Service Representative 45

BirdEye

FEBRUARY 23, 2024

Courteousness : Convey your message with respect, considering their cultural background and professional context. Verbal communication Involves spoken words, either in person or online, via engaging storytelling and active listening. Avoid offensive or discriminatory language. USP: Detailed information sharing.

Communication 64

Communication Multi-Channel Culture Social Media 64

ChurnZero

AUGUST 25, 2020

She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Godard Abel, G2 Godard ( @godardabel )is CEO of G2 , a business software review website he co-founded in 2012.

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69