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25/04/2016

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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

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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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25/04/2016

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
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DarioMelpignano

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TiffanyBradford
ProviderandContractConfigurationSpecialistatCapitalHealthPlan
Agreed,thecustomercantellwhenabusinesstreatstheiremployeeswell.
Forexample,PublixSuperMarkets.Ican'trememberatimethatIhave
hadbadcustomerservice.
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February4,2015

JamieSappandJimWashok

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25/04/2016

WhyEmployeeEngagementisCrucialForaBetterCustomerExperience|DarioMelpignano|LinkedIn

Publishedbyqz.com

PepperTapscollapseshowseverythingthatis
wrongwithIndiasyounginternetcompanies
Apr25,2016

64Likes

11Comments

Lowmarginsandtechnicalglitchesmaronlinegrocers'plans.

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FeaturedInProductManagement,IndiainBusiness,Marketing&Advertising,Retail&E
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25/04/2016

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