ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

B2B 106

B2B Blog B2C Sales 106

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Will You be Supported in Your CCO Role? . What has changed?

Chief Customer Officer 189

Chief Customer Officer Leadership Books Definition 189

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. What you need: ? What you’ll need: ? Hugh Beaulac, ? MC2 Bid4Papers ?.

Communication 86

Communication Blog Books Article 86

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? ” The CMO is still the Chief Marketing Officer, but now they’re the defacto Chief Experience Officer. And business goes back to the status quo of focusing on internal processes. There’s a scenario that seems to repeat itself. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Lumoa

JANUARY 19, 2023

What does the company want to achieve? Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. Fireside chat with Google Dave: Hello, everybody. That’s the front door.

Document 111

Document Brands Technology Consumers 111

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 73

Return on Investment Competitive Advantage ROI Communication 73

Experience Investigators by 360Connext

APRIL 28, 2015

We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back. Many hotel brands are cognizant of the importance of first impressions. Kimpton is famous for its extra touches.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Comm100

NOVEMBER 15, 2022

The importance of customer service cannot be understated. It is the third highest reason why consumers switch brands , only sitting behind better deals and superior product quality. In fact, 99% of customers believe that companies need to improve their support offering. Channel choice in a digital-first world.

Omnichannel 52

Omnichannel Contact Center 2025 Consumers 52

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. The assessment looks at what parts of your organization are where on the journey toward being Natura l, which describes those companies that are most customer- centric.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Blog 75

Blog Customer Experience Hotels Social Media 75

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. What came to my mind was that customers behave like kids sometimes. I shared this idea with my colleagues from the content team, and they were outraged: “What? Why would they?” Decide what to write about on your blog.

Blog 66

Blog Social Media Article 2017 66

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Thinking back to previous organizations that I’ve worked in, power was defined by the number of people that reported to you. There is a surprising lack of literature on company politics.

Management 148

Management Books Consulting Measurement 148

SurveySparrow

MARCH 11, 2024

Have you ever wondered what’s behind those graphs and charts you see on the news? In this blog, we’ll explore the major types, their purpose, how they work, and some examples to help you understand better. So, why don’t we start with… What’s a Poll? So, what’s a poll?

Measurement 52

Measurement Social Media Government Insights 52

BirdEye

OCTOBER 26, 2023

This empowers businesses to take out actionable insights from what customers are telling them. This empowers businesses to take out actionable insights from what customers are telling them. For businesses, customer feedback is the anchor to growth, improving customer experience , and increasing revenue.

Feedback 111

Feedback Customer Journey Call Center Customers 111

BirdEye

APRIL 19, 2023

But first, let’s go over what makes a small business idea worth pursuing. Low entry barriers As enticing as it might be to build your dream restaurant or auto shop, you’ll want to be realistic about what you can do initially. We’re here to help. Your business should fill an area of the market that’s lacking.

2023 97

2023 Social Media Consulting Events 97

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. Episode Overview. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Comm100

JUNE 21, 2023

Yield rates at colleges in North America vary incredibly widely, but it is one of (if not the most) important metrics for admissions and recruitment teams to track. In this blog, we will reveal some college yield rates and ask the all-important question – what is a good yield rate for colleges?

Financial 52

Financial Communication Connections Metrics 52

Inbenta

SEPTEMBER 29, 2022

In this blog, we’re covering 6 effective ways to reduce high call volume in your call center to help your agents respond to calls in a timely manner and improve the overall customer experience. Understand why call volumes are high in call center. A call center experiencing higher than average call volume is stressful. The result?

Call Center 52

Call Center 2022 E-support Social Media 52

Retently

OCTOBER 19, 2018

Well, that’s where the Chief Customer Officer comes into play. Well, that’s where the Chief Customer Officer comes into play. What Is a CCO? CCO stands for Chief Customer Officer. The second approach definitely sounds more complex, expensive, and like it requires a ton of effort. How Did the CCO Position Come to Be?

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Daniel Group

NOVEMBER 12, 2019

In our recent blog, 5 Reasons to Make Thanksgiving a Habit , Doug Fowler, our COO, outlines the personal benefits of being grateful every day. What about your employees? Too often we forget about our “invisible” back-office staff and their impact on customer experience. The first step is to… Thank them!

2019 40

2019 B2B B2C Loyalty Programs 40

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. I recently wrote a blog post with key questions to help potential CCO candidates prepare for their interviews in the challenging role. CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Roadmap 111

Beyond Philosophy

JULY 29, 2019

When people asked what I did, I used to say, “I play chess.”. Why Office Politics are Worth Managing. I’ve worked in several organizations, and they have all had office politics. You also need to be skilled in managing office politics. I learned a few more things about managing office politics, too.

Consulting 104

Consulting Management Presentation Call Center 104

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. Yet what happens after the initial sale isn’t always top of mind for most businesses.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. Yet what happens after the initial sale isn’t always top of mind for most businesses.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Customer Bliss

NOVEMBER 22, 2017

So with that said, in the event that you’re looking to hear more about customer experience and learn from other great leaders in this industry while you cook, clean, or lay back – I’m sharing 3 of my most popular podcast episodes from this past year. Always Showcase the Quantifiable Value of What You Do.

Chief Customer Officer 0

Chief Customer Officer 2016 Download Events 0

ChurnZero

JANUARY 25, 2024

What skills will help CSMs and individual contributors stand out in 2024? As companies find more ways to support their customers and build recurring revenue, “traditional” CS skillsets are no longer enough. How will customer success jobs, and the skills they require, evolve in 2024?

2024 52

2024 Customer Success 2023 Leadership 52

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Workplace Wisdom Blog. And here is why she is awesome. She’s the author of the workplace wisdom blog. PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Consulting Leadership Management 98

BirdEye

NOVEMBER 16, 2023

This blog post provides all the information for small local services or growing landscaping businesses looking to supercharge their marketing strategies. This blog post provides all the information for small local services or growing landscaping businesses looking to supercharge their marketing strategies.

Marketing 64

Marketing Social Media Advertising User Experience 64

Customer Bliss

JULY 12, 2016

We discussed the importance of the CEO modeling the behavior that is so critical to this type of transformation taking hold throughout the organization. There was no previous context with other executives for ‘What does this person do? There was no previous context with other executives for ‘What does this person do?’

Customer Experience 0

Customer Experience Retail Customer Journey Mapping Automotive 0

BirdEye

MARCH 10, 2022

Through this article we will discuss each one of these topics in detail, and demonstrate why website chat is a technology your business can’t afford to ignore. Through this article we will discuss each one of these topics in detail, and demonstrate why website chat is a technology your business can’t afford to ignore.

Reference 95

Reference Customer Service Customer Service Representative Customer Experience 95

Customer Bliss

JANUARY 26, 2018

And why is that? This is a concern that many CCOs and CX experts share when I interview them on my podcast, The Chief Customer Officer Human Duct Tape Show. When a customer clicks to have a live chat session, that’s what they’re expecting, a live chat. You need a strategy in place based off your customer journey.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

Call Experts

FEBRUARY 26, 2020

Also, these customer support services must enable scaling and allow for customization based on unique business needs. Companies need to offer one point of contact linked to 24/7 support. Companies need to offer one point of contact linked to 24/7 support. Accuracy is super important as well. chat, email, socials, etc.)

Contact Center 59

Contact Center Call Center 2018 Omnichannel 59

Beyond Philosophy

APRIL 14, 2022

I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). Now, let’s move on to what customers say: 81% of customers say a positive customer service experience increases the likelihood that they’re going to spend more money or make more purchases.

Customer Satisfaction 78

Customer Satisfaction Contact Center Definition Customers 78

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Brass Tack Thinking Blog. What can trigger it. And here is why she’s awesome. Dear F **s Newsletter. PLAY AND SUBSCRIBE. Russel Lolacher.

Culture 111

Culture Books Leadership Employee Experience 111

Michel Falcon Experience

FEBRUARY 12, 2020

Since operating michelfalcon.com, writing blog posts and producing videos, I’ve had many people ask for advice on how to manage a relationship with their manager. You can turn this around if you follow the recommendations outlined in this blog post. You can feel it. Something is not right. Your boss is acting…um, weird!

Communication 97

Communication Management Leadership Blog 97