Employee Engagement
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Winning the Game: Why Global Professional Development in Customer Experience and Employee Engagement Are Key
Investing in global professional development online courses focused on customer experience and employee engagement can bring many benefits to a business, including increased customer loyalty, positive word-of-mouth advertising, improved reputation, increased productivity, improved customer service, and positive work culture. Online courses can be a convenient, cost-effective, and customizable way for businesses to invest in the professional development of their employees. By improving these critical factors, businesses can stay competitive and succeed in today’s global market.
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From Boredom to Motivation: Techniques for Increasing Engagement in Online Learning
Engaging adult learners through online training requires careful planning, strategy, and a positive customer experience.
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So, what do I do now that I am working from home?
I left the technology company I co-founded five years ago to start my new online business. I was very fortunate to be able to work from home – no more long commutes, or endless meetings that produced little innovation, and best of all, I left work politics behind. Soon after I started working from home,…
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How to Collaborate Effectively in a Work-from-Home Office Space
https://youtu.be/Jgnjd2ZdfbM With all the office buildings and school closures resulting from COVID-19, many businesses are transitioning from traditional to distributed office spaces. Workflows, and more importantly, relationships, may need to be managed differently to maintain productivity and exemplary customer service. The symbiotic link between employee engagement and customer experience is not new or questioned. Extensive…
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Empathy Is the Most Critical Soft Skill and Has Been for at Least a Century
In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three. The rest he spends on communication tactics you can employ to make it easier for people to follow…
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One Thing that All Successful Employee Engagement Strategies Accomplish
It is all too easy to let best practices spill out into something like a features list on the side of a Windows 95 box. (If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a hilarious reminder of why customer empathy is important at every step…
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Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience
There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my…
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You want talent, but can you manage it?
Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering. According to a recent Gallup poll, 32% of all quitters leave due to poor career advancement and promotion opportunities. Literally one-third of…
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Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it?
https://youtu.be/c_iqvSZMGps There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on customer-facing employees proving, as reported in Journal of Applied Psychology, that this relationship is indeed reciprocal. Increasing employee satisfaction leads to happier customers, and creating happier customers increases job satisfaction…
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The Most Inspirational Employee Value Proposition on the Planet, Dissected
It is easy to find the definition of Employee Value Proposition (EVP), but it is much more difficult to create one that actually inspires employees. For this reason, strong EVPs are significant differentiators in every market my team has analyzed. Organizations with a strong EVP pay employees less than others and still retain employees 300%…
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Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance
Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These…
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What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?
Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization. Leaders have always delegated, but what makes…
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Why Customer Experience Training is Important
And the scarcity of learning opportunities Customer Experience (CX) as a discipline is relatively new. Believed to have emerged early in the new millennia (based on a literature review and terminology search) Customer Experience is the latest wave of thought on how organizations interact with their customers or clientele base. When taking into account the…
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The Portillo’s ‘Golden Ticket’: Where customers and associates both win
Growing up on the South Side of Chicago, I had my choice of numerous hot dog joints and Italian Beef stands to choose from. However, nothing brought me greater joy than when my father would pile us into the car and take us to the Portillo’s in Villa Park, Illinois. Having relocated to Milwaukee, Wisconsin…
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Reduce Employee Effort for a Great Customer Experience
There’s a lot of talk about how much effort a customer is required to put forth to complete some task with an organization, whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a way to measure this effort, using the customer effort score (CES). If you’re…
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Mapping Customer and Employee Journeys [INFOGRAPHIC]
CX journey mapping no longer lives within the confines of just customer journeys – organizations and practitioners have to expand their scopes to include employees as well since the two groups are so interconnected. Read and explore this infographic to learn more. Share on facebook Facebook Share on twitter Twitter Share on linkedin LinkedIn
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CX Adoption: The Most Important Word to Get Your Organization to Move
You’re probably thinking to yourself right now that you know what the most important word is for CX adoption. Of course you know what needs to be said to get your organization to ignite customer-centric behavior. Or maybe you don’t know for certain, but you have a good idea that two or three words that…
