CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover).

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program? You must be prepared to identify failings within the business and bring these issues to light to improve and grow.

Blog 86

Blog Brands Customer Experience Net Promoter Score 86

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth.

Blog 204

Blog Customer Experience 2017 2018 204

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. It’s time time to start improving CX in the REAL world.

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . During this time, you have to be relevant and unite your organization to improve your customer’s lives. Use this time to determine three good things that you can do to improve the experience.

Leadership 305

Leadership Customer Experience 2020 Customers 305

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. If you’re reading this blog post, you are probably one of them. More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

Blog 109

Blog Hotels B2C Loyalty 109

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. . We want to fix that. This one’s easy.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

ShepHyken

MARCH 10, 2024

My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Article 78

Article 2024 Customer Service Airlines 78

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. What is customer experience (CX)? Developing a set of guiding principles can help express this vision and provide guidance and framework to all employees. Not exactly.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

ShepHyken

MAY 31, 2019

Ways to improve your customer experience online. Ensure your team is invested in improving the customer experience. It is crucial that your employees are dedicated to creating a great customer experience. Don’t be offended by negative feedback, use it to improve your customer experience. Understand your audience profile.

Blog 118

Blog Customer Experience Touchpoint User Experience 118

ShepHyken

MAY 3, 2019

No matter how big your company is today, or how well your brand is faring, it’s a fact that you always have room to improve your relationship with your customers. CX for Busy Lives. Here are some ideas for improving the convenience of your CX: As referenced above, clear a path to the purchase. Easy: The New Loyalty.

Blog 116

Blog 2011 Loyalty Definition 116

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. She was recently recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and has been recognized by several other organizations as a top influencer in CX.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways.

Blog 111

Blog E Commerce Customer Service E-support 111

GetFeedback

AUGUST 14, 2019

Doesn’t seem very impressive as improvements go for a 25-year span. The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. Let’s look at several ways to improve your Customer Satisfaction Score (CSAT). Focus on the employee experience. Engage employees.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Second, companies who have been hesitant to allow their employees to work from home.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

JANUARY 17, 2020

That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life? CX Click To Tweet.

Chief Customer Officer 327

Chief Customer Officer Banking ROI Blog 327

Daniel Group

NOVEMBER 30, 2022

What Did We Learn to Improve CX? how does better CX improve business outcomes and 2.) how to use CX metrics most effectively. First, we want to share some of what we learned to improve CX. Most face the same challenges when improving CX. Does Better CX Payoff at the Bottom Line?

2022 98

2022 NPS Net Promoter Score Presentation 98

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . Some are calling CX the new marketing, others are calling it the new brand. Ask any customer experience expert, and they will tell you to evaluate and improve customer journeys, not touchpoints. We all feel it.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Daniel Group

APRIL 18, 2024

Want to Improve CX Significantly? In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. Enhance Your Communication Strategies!

Communication 98

Communication NPS Net Promoter Score 2008 98

Daniel Group

NOVEMBER 20, 2023

In this blog, I explore B2B industry culture and offer suggestions to improve it. Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. However, over the past few years, some clients “hit a wall” in their improvements. We don’t have to think about breathing.

Culture 52

Culture B2B 2005 Definition 52

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer experience lightly can be dangerous too.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

JUNE 28, 2021

Imagine walking into a government office and the employee greets you with, “How can we make your dream come true today?” Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP.

2021 143

2021 Article Customer Service Government 143

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

Definition 281

Definition Culture Customer Centricity Blog 281

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. But what if you are ignoring your greatest resources for improvement: your frontline employees?

Culture 86

Culture Blog Workshop Communication 86

ShepHyken

SEPTEMBER 27, 2019

It also doubles as a guide that will illustrate how you can forge a lifelong relationship with your customers by creating a customer experience (CX) they’ll never forget. Your customer’s dilemma is your opportunity to be a CX superhero. Engaged employees to the rescue. Step 1: A Problem Needs Solving. So, have no doubt.

Blog 115

Blog Customer Experience Loyalty Presentation 115

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Experience Investigators by 360Connext

OCTOBER 2, 2014

Empowered and engaged employees translates into lower turnover, better performance and increased profitability. A 1% increase in employee commitment can lead to a monthly increase of 9% in sales, according to IES. Meet with other local CX professionals to enjoy speakers, break-out discussions, networking, food and more.

Customer Experience 297

Customer Experience 2012 2013 2014 297

Daniel Group

MAY 25, 2023

Welcome to CX Success Strategies | June 2023 Have you given your team clear directions for CX? Establishing clear directions for CX is crucial in any business undertaking. In addition, it is essential to provide employees with a well-defined path, especially regarding customer experience. “If Managing the ongoing process.

Government 52

Government 2023 Culture Touchpoint 52

ShepHyken

NOVEMBER 30, 2018

They clearly view the CX function as an opportunity rather than an unavoidable cost. Goal: Improve Customer Loyalty. Goal: Improve Agent Satisfaction. They invest to meaningfully improve the customer experience. Brian leads all customer experience, contact center, technology and employee engagement research initiatives.

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

Daniel Group

SEPTEMBER 26, 2023

Do you have an Effective CX Team to Grow Your Business? An effective CX Team is the key to growing your business and creating better customer experiences in your company. Regardless of where you put CX, the company must prioritize the customer relationship for sustainable growth. Our theme is Build a Stronger CX Culture.

2024 52

2024 Customer Centricity NPS Metrics 52

Feedbackly

NOVEMBER 17, 2022

However, as we have pointed out in our previous blogs, NPS alone is not enough to gain a good overview of customer experience because it is a survey designed for the post-purchase phase. If you have been relying only on NPS until now and need a better way to improve your customer experience program, we have a solution.

NPS 98

NPS Net Promoter Score Touchpoint Metrics 98