Top 10: Employee Engagement

Top 10 most viewed posts published in the past year, for this category.

How to Make Customer Experience a Priority for the Whole Company

In my exclusive column for CustomerThink last month, I shared my "top tips" for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means...

Top 7 Tips to Create a Customer-Centric Culture

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that...

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the...

Zappos: Customer experience, employee experience, culture and holocracy

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/RobSiefkerZappos230616.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights, a team within the Zappos Family of Companies that…

How to Improve Customer Service Training by 900%

Imagine your employees need customer service training.You want to hire a professional. Someone who can share cutting-edge concepts and really fire up the team. The standard approach is to look for someone like me. The trainer flies in, conducts the training, gets great reviews, and...

5 Fails by Angie’s List — Why “Soft Skills” are Key to Customer Service...

One might think that a small company like Angie's List (~$100 million/year) would outperform e-commerce giant Amazon.com (~100 Billion/year) on customer service. Sadly, no. After moving to San Diego, I was a happy Angie's List customer, using the service to find local service providers for...

Hire Employees Your Customers Will Love: 3 Companies Share Onboarding Best Practices

Building a customer-first company involves every part of the business. Employees across teams and levels need to believe in the value of putting customers first and make doing so a priority day-to-day. But, when...

Get the Right People on Your Sales Team

It makes little sense to spend the time and money training and developing your sales team when the people in whom you are investing do not have the capability for sustainable improvement. Mis-hiring is an epidemic. Based on my experience helping companies hire sales talent...

10 things call centre agents wish for in 2016.

Throughout 2015 we have spoken to countless agents, asking them about small improvements that could positively influence their work satisfaction and performance. From over a hundred responses, we’ve picked the top ten that kept coming back like boomerangs: 1. “Please give team leaders the time...

Are Your Customer Experience KPIs Really “Key”? Do They Include the Impact of...

There was a recent line of discussion – “What is the optimal number of KPIs?” – in the CMO Network professional group on LinkedIn. The principal observation was that marketers put so many KPIs in place (and...

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