CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. So much to consider when listening to what someone is saying.

Customer Service 175

Customer Service Blog Information Feedback 175

Customer Bliss

SEPTEMBER 15, 2016

Digital storytelling is crucial in customer experience. The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. So, how do you build a customer listening path?

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? When you’re feeling lost, it’s a great time to revisit (or set!)

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Customer Bliss

MARCH 10, 2016

Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. Leadership Listening Recipes. PROVE IT WITH ACTION: Practice Active Listening.

Leadership 154

Leadership Customer Journey Presentation Connections 154

Customer Bliss

FEBRUARY 17, 2015

Competency #3: Build a Customer Listening Path. Seek Input and Understanding, Aligned to the Customer Journey. The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” storytelling to unite decision-making and drive cross-company focus and action.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Successful CCOs Deliberately Build a Plan of Action. Years 1 through 3: Chief Customer Officer Priorities.

Chief Customer Officer 183

Chief Customer Officer Leadership Definition Connections 183

ReviewTrackers

MAY 11, 2020

Social media gives customers the opportunity to voice their opinion about your business in an open space. Traditionally, social media reputation management includes the monitoring, engaging, and listening to customers on the social media sites that are traditional social media sites — like Twitter and Facebook.

Social Media 171

Social Media Management Consumers 2018 171

Call Experts

JUNE 23, 2022

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. . What Is Customer Rapport?

Contact Center 98

Contact Center Customers Connections Return on Investment 98

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Instead, a voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty White Paper Contact Center 107

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. Develop your customer experience strategy.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

West Monroe

APRIL 28, 2024

The gap between ambition and reality must be bridged—and are currently on diverging paths. This involves careful planning, investment in energy system infrastructure, and consideration of localized community and customer impacts. The transition toward cleaner, more sustainable energy systems in the Eastern U.S—like

Return on Investment 52

Return on Investment Technology Innovation Financial 52

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” Be the storyteller of customers’ lives.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Russel Lolacher

APRIL 20, 2021

According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. Community building – for an organization that is dispersed, either geographically, in the nature of their work or with the increased remoteness of work, the podcast provides a touchpoint. I love that.

Engagement 122

Engagement Culture Entertainment Communication 122

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data.

Effort Score 181

Effort Score Customer Journey Social Media Measurement 181

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Measurement 2022 Culture 88

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?” We’ve all been there. okay… so what do you actually do?” “Oh,

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

Gainsight

OCTOBER 25, 2021

Here’s how to embed customer feedback loops into your product, use feedback to enhance product delivery, and drive user-centered growth. Why build customer feedback loops? So, why even bother building customer feedback loops into your product? Customer feedback loops root your strategy in data that matters.

Feedback 98

Feedback White Paper Roadmap 2024 98

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Every company has a culture, and it isn’t something you can directly build. A customer service culture is not about the specifics of individual customer interactions.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

TechSee

MAY 12, 2021

May 12th will mark six years since TechSee’s founders set out on a mission that seemed to critics – at the very least – to be a bit, well, far fetched: to build tech that went beyond the dumb chatbots to which we’ve all grown accustomed and make something far better. And by the way, Bezeq was our first customer!

Interaction 109

Interaction Technology Culture Contact Center 109

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. 5 Competencies for Customer-Driven Growth. 3 Methods to Successfully Implement Customer Experience Transformation.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. You cannot argue with the fact that these results are incredible.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Social Media 62

Social Media Feedback NPS Insights 62

Waypoint Group

JUNE 5, 2023

Building Bridges Is More Important Than Ever! CS must be about building coalitions – with customers AND internally – to drive the right outcomes and experiences. to drive the right initiatives that drive the right improvements for customers. to drive the right initiatives that drive the right improvements for customers.

Travel 52

Travel Sales Insights Marketing 52

SurveySparrow

AUGUST 14, 2023

Customer experience is a world where every interaction weaves a tale of delight and satisfaction. Studies show that 86% of customers are willing to pay more for a positive customer experience. A remarkable customer experience is not just a luxury; it’s a powerful tool that drives loyalty, advocacy, and business growth.

Customer Experience 52

Customer Experience Customer Centricity Customers Loyalty 52

Customer Bliss

SEPTEMBER 26, 2019

You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience. Ultimately, headcount affects employee experience which affects your customers. Ultimately, headcount affects employee experience which affects your customers. CX #customerexperience Click To Tweet.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Customers 137

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview. About Mark.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Customer Bliss

NOVEMBER 23, 2016

I’m thankful for all of you as readers and listeners — and participants in my community. You offer some amazing insights and contexts on the customer growth engines you’re building where you work, and that in turn informs the work I get the privilege to do. Those are: Customers as assets.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. It’s only about a 25-minute interview, so if you have time en route to a holiday happy hour, I’d definitely give it a full listen. Episode Overview. Now she holds the same role at Pypestream , an enterprise mobile messaging platform.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Customer Bliss

JANUARY 14, 2016

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage.

Connections 146

Connections 2007 2011 Customers 146

CSM Magazine

AUGUST 9, 2023

Customer service agents are the face of your company and can make or break your business. In this article, we will look at ten easy ways to motivate your customer service team. Recognize Good Performance As a customer service manager, you should always recognize good performance. But how you deliver it is just as important.

Customer Service 52

Customer Service Feedback Communication Events 52

Customer Bliss

JANUARY 14, 2016

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage.

Connections 141

Connections 2007 2011 Customers 141

Gainsight

DECEMBER 12, 2023

The conventional wisdom at many SaaS companies is that they’re not ready for customer education or customer community. Many leaders say they’re focused on building (or just maintaining) their customer success teams. What if you could use customer education and community to scale customer success and do more with less?

Customer Success 52

Customer Success 2023 Customers Measurement 52