Eric Engwall

Chief Insight Officer @EGInsight - the Customer Confidence company. Husband and proud father of two great young men.

[Eric Engwall @EJEngwall]

@NorthLacrosse The kid just makes plays. Every game!

[Eric Engwall @EJEngwall]

Wow, this is hard to watch. Gopher football making Purdue look like a 7-2 team rather than the 2-7 team they are. Uffda. #Gophers

[Eric Engwall @EJEngwall]

@UNDFootball360 Sorry to hear that about your father-in-law. Same thing happened to my father. It’s a long road, but it’s doable. Buck is lucky to be alive. Best wishes for a full recovery.

[Eric Engwall @EJEngwall]

@jtwatkin @AilsDay @stephaniethum @mentalmarketer @rnanjad @tanujdiwan @whtsuppbro @CXAccelerator @RoyAtkinson @billquiseng @theccdoctor @seatoncx @sudhbhat @Schulbz @CXBunited @NealWoodson @LeslieO …design their customer feedback strategy around their own plants rather than their critical customers.

[Eric Engwall @EJEngwall]

@jtwatkin @stephaniethum @CXAccelerator @RoyAtkinson @theccdoctor @esmancuso @mattberan @CXpert @AilsDay @mentalmarketer @jeanniecw @adamtoporek @NealDlin #cxqotd

[Eric Engwall @EJEngwall]

@stephaniethum @jtwatkin @jimtincher @stacysherman @tanujdiwan @MarshaCollier @jonluciano @scottdraeger @KateNasser @sustainableguy @mattberan @MattLyles @kkmett @RussLoL @Hyken @deniseleeyohn Agreed - I’d be afraid that my feedback would be chalked up to a raving lunatic even if my complaint was legit! (Maybe I’m just less foul-mouthed but no less raving lunatic?)

[Jeremy Watkin @jtwatkin]

The #CXQOTD for Aug 16:

How do you handle solicitors when working from home?

@djksar @bschwartz @justinmrobbins @sherikendall @NealDlin @surveyguru_bc @esmancuso @JoshRaps @brianrweber @RoyAtkinson @mikeaoki @DarrenPrine @Jakepryszlak @L_Meinhardt @luismelo78 @NaimaMwina

[Eric Engwall @EJEngwall]

@jtwatkin @mattberan @djksar @bschwartz @justinmrobbins @sherikendall @NealDlin @surveyguru_bc @esmancuso @JoshRaps @brianrweber @RoyAtkinson @mikeaoki @DarrenPrine @Jakepryszlak @L_Meinhardt @luismelo78 @NaimaMwina Can we have it linked to our online calendars so the illumination is automatic?

[Eric Engwall @EJEngwall]

@jtwatkin @djksar @CXAccelerator @jennysuedempsey @LeslieO @avdingus @mentalmarketer @sustainableguy @mattberan @JuliaAhlfeldt @CXpert @kkmett @mikebowers @NealDlin @surveyguru_bc @esmancuso @symaahmed @RoyAtkinson I do my best to be somewhere near Lake Superior in Northern Minnesota. Thanks to my in-laws I have a sweet spot to do just that.

[Elko Railcats @ERailcats]

It’s the event you’ve all been waiting for: Elko Baseball Fan Appreciation Day!

Express at 2:00 vs. Dundas
Chuggers (35+) at 5:00
Railcats (50+) at 7:00
Frederickson Field

Concession specials and great fun on a beautiful day for baseball!

[Eric Engwall @EJEngwall]

@BallySportsNOR I’ve got no video, only audio, for the @Twins game on right now. Is this a @GetSpectrum issue? Tried multiple cable boxes in my house. All other stations are fine.

[John Rampton @johnrampton]

Great leaders create more leaders. #leadership #mindset

[Eric Engwall @EJEngwall]

Podcast fans... what are you listening to?

[Ben Motteram 🇦🇺 @CXpert]

Today's #CXQOTD: what's a good podcast you've been listening to lately? Doesn't have to be #CX related. If you're enjoying it, I want to hear about it. @LukeCXEX @ebanful @mentalmarketer @theccdoctor @kkmett @DebbieSzumylo @esmancuso @EJEngwall @jamesnathan

[Eric Engwall @EJEngwall]

@CXpert @LukeCXEX @ebanful @mentalmarketer @theccdoctor @kkmett @DebbieSzumylo @esmancuso @jamesnathan Working from home (short commute!) my podcast consumption is lower than it used to be, but:
CX: All Things Considered CX from @innovative_cx
Future Trends & Innovation: @12Geniuses from @MacPherson_D
General Interest: Death, Sex, and Money (@deathsexmoney) from @annasale

[Eric Engwall @EJEngwall]

@jtwatkin @SandipKrGupta 1) Make sure the #VoC content is linked to organizational goals.
2) Get feedback from the customers that matter most.
3) Have clear processes and accountabilities for sharing results, planning and executing actions.
4) Present actions + outcomes to leaders, not just the data.

[Eric Engwall @EJEngwall]

@SandipKrGupta I don't often go out of my way to praise or complain to others about an experience I've had as a customer. I'm much more likely to deliver the complaint (rare) or praise (more common) directly to the product or service provider. Give the feedback to the ones that need it most?

[Eric Engwall @EJEngwall]

@jtwatkin @sustainableguy @mattberan @RussLoL @NealDlin @esmancuso @RoyAtkinson @mikeaoki @SandipKrGupta @billquiseng @JeremyHyde_ @StossInSupport @GregOrtbach @adamtoporek @dbeaumont266 I'm not in the contact center world, but I'd bet big that customer-facing people are reluctant to reward a customer's bad behavior. Let's be honest: compensating customers is about retaining their business. Are nasty customers likely to be loyal ones? I suspect not. #CXQOTD

[Eric Engwall @EJEngwall]

@jtwatkin @LeslieO @jimtincher @TheTimHayden @justinmrobbins @sustainableguy @jennysuedempsey @MattLyles @kkmett @deniseleeyohn @NealDlin @symaahmed @rednishat @Schulbz @jameson155 A colleague has said - when things go wrong, customers don't really care why, they just want resolution. While not always true, too often the explanation is perceived as an excuse. Getting to the root cause, taking corrective actions and communication restore customer confidence.

[Eric Engwall @EJEngwall]

@jtwatkin @LeslieO @jimtincher @TheTimHayden @justinmrobbins @sustainableguy @jennysuedempsey @MattLyles @kkmett @deniseleeyohn @NealDlin @symaahmed @rednishat @Schulbz @jameson155 Absent communication, people make stuff up. What we make up is almost always worse than reality. You heard nothing at all until the fix was in process. Customers want to know: 1) You heard me. 2) You're working on it. 3) You have a solution. 4) You care if I think it's resolved.