Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. To some extent yes.

Workshop 152

Workshop Customer Service Training Government Blog 152

Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience.

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

Natalie Petouhof

AUGUST 15, 2022

Natalie Petouhoff dedicate an entire chapter to change management in their new book, Empathy in Action: How to Deliver Great Customer Experiences at Scale. The first ten chapters make the case for centering empathy when building new experiences that create better outcomes for customers, employees, and the company. A new approach.

Leadership 52

Leadership Books Workshop Banking 52

Totango

DECEMBER 23, 2021

With the constant pressures of increasing workloads, longer working hours and figuring out how to strike a proper work-life balance, burnout is on the rise like never before. When employees are burned out, they are less motivated to perform and more likely to leave. Five Signs of Employee Burnout. . Poor Employee Engagement.

Customer Success 98

Customer Success Financial Workshop Article 98

Team Support

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. We couldn’t agree more! May 19, 2020.

Call Center 98

Call Center 2020 Leadership Customers 98

Beyond Philosophy

APRIL 9, 2021

When I look back on this time, it is with fond affection. Among other things, Dunbar studied how people and animals processed group sizes. In other words, Dunbar and his researchers could predict how large a social circle would be based on the size of the animal’s brain. There were about 150 people on the team.

Management 157

Management Social Media Call Center Connections 157

Beyond Philosophy

NOVEMBER 4, 2021

Making a financial case for him: If you can show how doing what you want will benefit the metrics that measure his success, either by producing results or reducing barriers, he will likely change his behavior. However, suppose you institute getting weekly or monthly updates on how the organization achieves these aspirational goals.

Reference 78

Reference Leadership Books Measurement 78

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Lithium

DECEMBER 21, 2020

I’d like to take this opportunity to share a message from the Khoros Facebook page , showing support for anybody who has been affected by racial injustices: “We’re all connected. We launched the redesigned Atlas landing page at the beginning of May, and many members wanted to know about how we made our decisions. Atlas Blogs.

Webinar 52

Webinar Leadership User Experience Connections 52

Lumoa

MAY 5, 2022

Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand. Committed employees who feel included and experience everyday work as meaningful. How to develop and implement a Customer Experience strategy?

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Beyond Philosophy

JANUARY 19, 2020

Confirmation Bias describes how, when we have an opinion about something, we seek out information that confirms what we believe. How Confirmation Bias Works in Customer Experience. Confirmation Bias exists in all of us, from customers to employees to our bosses. Did you hear how they knocked at the door to give me this stuff?

Leadership 157

Leadership Consulting Presentation Sports 157

Beyond Philosophy

DECEMBER 11, 2014

Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Beyond Philosophy

SEPTEMBER 8, 2022

It is surprising how often this gets skipped and bad results arrive from cutting it. So this story demonstrates how people cannot always tell you what they value about your experience. First, one must establish how to measure the results. Discovering this definition required talking to the team. The key here is communication.

ROI 97

ROI Customer Experience Net Promoter Score Measurement 97

SurveySparrow

NOVEMBER 1, 2021

Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. Let’s be honest, a great deal of success in life, job, or business depends on how vast is our network. Because there’s no fun reading without it!

Social Media 98

Social Media Seminar 2021 Blog 98

Lithium

JUNE 10, 2020

I’d like to take this opportunity to share a message from the Khoros Facebook page , showing support for anybody who has been affected by racial injustices: “We’re all connected. We launched the redesigned Atlas landing page at the beginning of May, and many members wanted to know about how we made our decisions. Atlas Blogs.

Webinar 52

Webinar Leadership User Experience Connections 52

Beyond Philosophy

OCTOBER 28, 2014

We use an assessment for our clients called Naive to Natural that looks at each organization and how they focus on the Customer. When I am talking about IT systems, I am talking about how your organization operates. When I am talking about IT systems, I am talking about how your organization operates. Let me give you an example.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

APRIL 14, 2015

Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. Keep track of how much time is devoted to Customer issues in meetings.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

Stella Connect

OCTOBER 21, 2021

Dan Gingiss is an international keynote speaker, customer experience coach, podcaster, and the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can’t Wait To Share. A major hotel chain recently issued an internal memo from its leadership to hotel owners and managers. . “We For example: .

Hotels 59

Hotels Social Media Contact Center Customers 59

Beyond Philosophy

JUNE 17, 2020

Confirmation Bias describes how, when we have an opinion about something, we seek out information that confirms what we believe. How Confirmation Bias Works in Customer Experience. Confirmation Bias exists in all of us, from customers to employees to our bosses. Did you hear how they knocked at the door to give me this stuff?

Leadership 120

Leadership Consulting Presentation Sports 120

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. There is a new phrase in my field: Behavioral Economics, or how human behavior affects economics, i.e. money.

2016 74

2016 2002 Insurance Books 74

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). However, towards the end of the 90’s, HPs leadership changed.

Culture 105

Culture Measurement 2008 Books 105

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. to the left) My response was: “That’s a blog post on its own! There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.

Engagement 52

Engagement 2017 Feedback Innovation 52

SurveySparrow

JUNE 29, 2022

Toto: Seth, how should we evaluate employee performance? Taking over from Seth, if you’re like Mr. Toto, looking for the best way to conduct employee performance evaluation, this is the article for it. Toto, looking for the best way to conduct employee performance evaluation, this is the article for it. Enjoy the read!

Feedback 52

Feedback Interaction Management Engagement 52

Beyond Philosophy

OCTOBER 8, 2014

I’m sure many of you are wondering how this will affect you, the consumer. They have Customer-centric leadership. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need.

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

JULY 2, 2020

In this issue, we will discuss how to avoid being one of them. This fact will have a significant impact on how some organizations fare in the coming months. Loss Aversion, which describes how we hate losing things even more than we enjoy gaining them, is at work. There’s a silver lining in everything, even this pandemic.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. There is a new phrase in my field: Behavioral Economics, or how human behavior affects economics, i.e. money.

2016 60

2016 2002 Insurance Books 60

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. We’ll say it here – It’s impossible to overemphasize how important customer feedback is.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees. That is easy to say but not easy to do.

Presentation 99

Presentation Leadership Management Books 99

CSM Magazine

MARCH 20, 2023

How Brands Become Icons – Douglas B. Holt tells how several companies rose to prominence. Marketing students will find many insights and information in this book, especially on how to think outside the box. He details how the company began with only 11 stores and grew to a global corporation with 30,000 locations.

Books 52

Books Marketing Social Media Advertising 52

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Employee Experience 89

Employee Experience Workshop 2015 Customers 89

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need.

Social Media 68

Social Media Customer Centricity Books Culture 68

Steve DiGioia

SEPTEMBER 16, 2016

As someone deeply involved in customer service and the overall customer experience, I am interested in identifying companies that share my love of service and how they tend to the customer’s needs. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer. Click to find out how.

Customer Experience 102

Customer Experience Sports Omnichannel Customer Journey Mapping 102

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Beyond Philosophy

DECEMBER 8, 2015

And, building on recently completed, groundbreaking employee ambassadorship research which supports our perspective, we’re convinced of it. Employees are the common denominator in optimizing the customer experience. That means that companies must understand, and leverage, the impact employees have on customer behavior.

2016 68

2016 Customer Experience Insurance Leadership 68