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Why Employee Engagement Is Crucial For A Better Customer Experience - Dario Melpignano - LinkedIn
Why Employee Engagement Is Crucial For A Better Customer Experience - Dario Melpignano - LinkedIn
WhyEmployeeEngagementisCrucialForaBetterCustomerExperience|DarioMelpignano|LinkedIn
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DarioMelpignano
WhyEmployeeEngagementis
CrucialForaBetterCustomer
Experience
DarioMelpignano
PepperTapscollapseshows
everythingthatiswrongwith
Indiasyounginternet
qz.com
companies
IHelpYouEngageAndMonetizeYourDigitalCustomers10XFounder&CEOof
Neosperience
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WhyEmployeeEngagementisCrucialForaBetter
CustomerExperience
Feb4,2015
2,100views
282Likes
22Comments
Isyouremployeecrucialtodeliverabettercustomerexperience?Many
companiesstillthinkthatclientsatisfactionisamereresultoftheiroutward
TheMandrakeApproachto
Governance
SantoshDesai
UtterlyButterlyFoolicioustake
onadvertising
AnantRangaswami
facingstrategy.Sure,engagedandloyalcustomersareessentialtoensure
profitability,butifyouforgetinnerareasofimprovement,thenyoumissapiece
ofthepuzzle.Thatpieceisemployeeengagement,akeyelementtoenhance
theoverallperformanceofyourcompany,customerexperienceincluded.
Inarecentarticle,BrianSolisproclaimedthatyoushouldstopfocusingonthe
customeronly,ifyoureallywanttodelivergreatcustomerexperiences.Ofcourse
Makingsenseofhyperfunded
startupvaluations
KashyapDeorah
thecustomerisstillthecoreofeverymarketingstrategy,evenmoresointheAge
oftheCustomer.Thatisaprovocativestatement,topointoutthatsuccessful
digitaltransformationismultifacetedandrequiresadeepchangeinallaspectsof
Starttoupskillifyoureunsure
ofyourstartup
GeraldJaideep
BrandingBeyondStorytelling
SaurabhSharma
yourorganization.Backtotheopeningquestion:howmuchisemployee
engagementrelevanttoimprovedigitalcustomerexperience?
TosayitwithSolis,theentireserviceprofitchainbeginswith,andabsolutely
dependson,engagedemployees.Ifemployeesarenttrulyengaged,that
dissatisfactionimpactsontheoutcome,namelythecustomerexperience.When
WhydoesAndhraoutperform
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25/04/2016
WhyEmployeeEngagementisCrucialForaBetterCustomerExperience|DarioMelpignano|LinkedIn
WhydoesAndhraoutperform
BiharintheIITJEEexams?
thathappens,nomatterhowmucheffortyouputintoyourclientengagement
SubhashChandra
APracticalGuideto
Entrepreneurship
RakeshAaroraa
campaignandcustomerjourneyimprovement,thewholeexperienceislikelyto
beunsatisfyingandinadequate.
Onefiguregivesusanideaofhowmuchthistopicisconsideredcrucialby
managersandentrepreneurs.AccordingtoareportbyBersin&Associates,today
WhatPMModicanlearnfrom
CMModi?
RiteshKumarSingh
Salman:AWellManaged
PersonalBrand
PrabhakarMundkur
Amazon'smarketingcampaigns
&theirracetodethroneFlipkart
SamparkA.Sachdeva
companiesspendover720milliondollarseachyearonemployeeengagement
programs,atotalthatsprojectedtorisetoover$1.5billioninthenextfewyears.
Andyet,accordingtoasecondresearchbyGallup,actualengagementisnowat
recordlows,fallingdowntoamere13%.Howisthismismatchpossible?Even
thoughdigitalleadersknowthatengagedemployeeswouldbenefittheir
organizations,oftenthannottheysimplydontknowhowtogettheirworkforce
tobuyinandtakepartinthechange.So,probably,theyreputtingtheirmoneyin
thewrongplaces.
Truthis,sometimesthereisnoevenagreementonwhatemployeeengagement
reallymeans.Wecandefineitastheapproachdesignedtoensurethatemployees
arefullycommittedtotheircompanyscorevalues,andmotivatedtocontribute
toorganizationalsuccess.Inthedigitalera,youremployeeisyourfirst
customer:loyaltyandengagementbecomepriorityforanholisticmarketing
strategy.
Howtoreachthisgoal,thatsthequestion.Itsclearthatrelyingjustona
traditionalsurveysisnottheanswer.Herearefewsuggestionsonhowtobuildan
integratedapproach,capabletomeasurerealtimeandgiveyouinsightstodrive
highlevelsofcommitment.
Sharebrandpurposearecentsurveyfoundoutthatonly40%of
workforceknowstheircompany'sgoals,tacticsandstrategies.Employees
willneverbeengagediftheydontknowwhattheyreworkingfor.Startby
discoveringyourtruewhy,findyourarchetype,includepeopleintoyour
brandidentityandnarrateyourcompanystorytellinginternally.
Empoweryourpeople75%ofpeoplevoluntarilyleavingjobsdon'tquit
theirjobs,theyquittheirbosses.Traditionalengagementmustbereplaced
withanewapproach,aimedatempoweringemployees.Besurethatyouare
alwaysabletoinspireandsupportthem,enablethemtolearnandconstantly
grow,andoffertheopportunitytodeveloptheirstrengths.
Adoptnewtools:anewapproachmeansnewtoolstosupportyour
strategy.Surveysarenotgoingawayanytimesoon,buttheyarebeingslowly
replacedbytechniquesthatmeasurecommitmentandsatisfactioninreal
time.Ananalyticsdashboardcanguideyouthroughthisamountofdatato
shapeapowerfuldailyengagementroutine.
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WhyEmployeeEngagementisCrucialForaBetterCustomerExperience|DarioMelpignano|LinkedIn
UseGamification:70%ofForbesGlobal2000companiesalreadyuse
gamificationtoboostengagement,retentionandrevenues.Theimportance
ofgamestoimprovecustomerloyaltyisnowundeniable,butgamedynamics
canbealsousedinternallytomotivateemployees,inspirerightbehaviors
andrewardsuccess.B2Bgamification,ofcourse,mustbetailoredtoyour
specificbusinessandsupportedbyaplatformtoanalyzeallinformation
gathered.
Involvement,commitment,productivity:thesearethekeytakeawaysofawell
designedemployeeengagementapproach.Ultimatelyyoumustunderstandthat
employeesaretheessenceoftheproductsandservicesyousell,andtheydevelop
anddeliveryourcustomerexperienceeveryday.
Ifyoufindthisarticleinteresting,likeitandsubscribeto
blog.neosperience.comtostayuptodate.Also,I'dloveitifyou'dhitthe
"follow"buttonatthetopofthepagesoIcancontinuetowriteandsharewith
youondigitalcustomerexperienceideasandinsightsinthisexcitingnewyear!
SEEALSO:AllPlayAndNoWorkMakesJackaZippyBoy
APPLYTOJOIN:TheDigitalCustomerExperienceGrouponLinkedIn
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FeaturedInCustomerExperience,CompanyCulture
Writtenby
DarioMelpignano
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282likes 22comments
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Popular
TiffanyBradford
ProviderandContractConfigurationSpecialistatCapitalHealthPlan
Agreed,thecustomercantellwhenabusinesstreatstheiremployeeswell.
Forexample,PublixSuperMarkets.Ican'trememberatimethatIhave
hadbadcustomerservice.
Like (2)
Reply
February4,2015
JamieSappandJimWashok
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Publishedbyqz.com
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WhyEmployeeEngagementisCrucialForaBetterCustomerExperience|DarioMelpignano|LinkedIn
Publishedbyqz.com
PepperTapscollapseshowseverythingthatis
wrongwithIndiasyounginternetcompanies
Apr25,2016
64Likes
11Comments
Lowmarginsandtechnicalglitchesmaronlinegrocers'plans.
Showfullarticle
FeaturedInProductManagement,IndiainBusiness,Marketing&Advertising,Retail&E
Commerce
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