Stella Connect

JUNE 5, 2017

A customer-centric culture radiates outward, and endears brands to their customers. EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. Success depends on creating an engaging environment and bringing out the best in everyone who … The post Principle #7: Skills, Knowledge and Leadership Make the Difference first appeared on Brad Cleveland.

Leadership 42

Leadership Culture Engagement Contact Center 42

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Top Field Service Management Influencers in 2023 John Carroll, CEO, Service Council Bob Feiner joined Dell Technologies in 1999 and currently serves as Senior Vice President of Dell EMC’s Global Deployment and Field Services business.

2023 41

2023 Management Automotive Leadership 41

GetFeedback

SEPTEMBER 2, 2019

2: 3 Ways To Inspire Your Team To Provide Standout Customer Experience. David Nour is the author of ten business books, a leadership advisor and executive coach. article, David describes how to leverage the value of relationships in the customer experience journey. and in the process, being more customer-centric?is

2019 210

2019 Article Net Promoter Score Financial 210

BirdEye

APRIL 12, 2023

In today’s fast-paced business world, building and maintaining strong customer relationships is crucial for success. That’s where Customer Relationship Management (CRM) comes in. This allows them to work smarter, not harder, and build stronger customer relationships.

Customer Relationship Management 52

Customer Relationship Management Customer Relationships Social Media Sales 52

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

Stella Connect

JANUARY 31, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

Management 40

Management Call Center Connections 2012 40

Customer Bliss

MAY 30, 2017

He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time.

Financial 121

Financial Banking Healthcare Leadership 121

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. Organizations are made up of people with … Continue reading → The post Principle #7: Skills, Knowledge and Leadership Make the Difference appeared first on Brad Cleveland. What’s the real secret to improving performance?

Leadership 26

Leadership Culture Contact Center Call Center 26

Magellan Solutions

MARCH 26, 2024

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom? TALK TO US!

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . While certain people on the buying (customer) side of the B2B relationship sign the purchase orders, it’s a huge mistake to assume they are the most important.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Brad Cleveland Blog

OCTOBER 7, 2022

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach?

Feedback 49

Feedback Management Customers Customer Service 49

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Second to None

MARCH 29, 2018

Customer relationships are the foundational building blocks of a high-performance organization. These interactions and relationships are spread across more than the traditional channels, and each of these avenues can affect your team’s ability to curate long-term customer relationships. 2,4 [link]. 3 [link].

Omnichannel 69

Omnichannel Social Media Brands Customer Relationships 69

Magellan Solutions

APRIL 4, 2024

With a live chat agent, they can receive personalized guidance, have their doubts addressed, and be gently nudged towards completing that purchase—all while experiencing exceptional customer service. Restructuring our management team and continuous process improvement keep us thriving and delivering value to clients.”

2024 52

2024 Exceptional Customer Service Competitive Advantage Customer Satisfaction 52

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

Customer Service 89

Customer Service Hotels Leadership Culture 89

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

Feedback 29

Feedback Management Customers Contact Center 29

Win the Customer

DECEMBER 29, 2015

Metro Bank’s customer experience speaks for itself. Its call center is always open and is staffed 24/7/365. Call them on Christmas, Thanksgiving, or Easter and you’ll speak to a live human being ready to help with anything a customer needs. Coin Counting Machines to Make Things Simple for Customers.

Customer Service 64

Customer Service Banking Financial 2010 64

Kustomer

SEPTEMBER 2, 2020

A platform that brings all the data about a customer into one place helps customer service agents understand the context of a customer’s conversations and helps them deliver more efficient, proactive and relevant service. An efficient but personal interaction that builds a lifelong customer relationship.

Omnichannel 52

Omnichannel E Commerce E-support Events 52

Brad Cleveland Blog

MARCH 23, 2022

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

Feedback 26

Feedback Management Customers Contact Center 26

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Brad Cleveland Blog

OCTOBER 7, 2022

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach?

Feedback 26

Feedback Management Customers Customer Service 26

BlueOcean

APRIL 15, 2019

How do we deliver amazing customer experiences despite increasingly challenging stressors? The Tools to Tackle Customer Entitlement. First and foremost, there needs to be a very tight relationship between the contact center team and the company leadership team. This is where close collaboration is essential.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

ProProfs Chat

MAY 21, 2020

What Are the Different Customer Service Job Descriptions You Can Post? Customer Service Manager. Customer Service Supervisor. Customer Service Engineer. Customer Service Specialist. Remote Customer Service Representative. Customer Service Representative. Remote Customer Support Representative.

Customer Service Representative 111

Customer Service Representative Customer Service Communication Leadership 111

Brad Cleveland Blog

OCTOBER 21, 2021

There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing customer feedback must be action-oriented. You must do something with it. Too often, organizations miss out on the full value of feedback. Why is that?

Feedback 29

Feedback Management Customers Contact Center 29

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.”

Management 26

Management Contact Center Customer Relationships Customers 26

Brad Cleveland Blog

MARCH 28, 2019

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

Feedback 22

Feedback Management Customer Relationships Customers 22

Brad Cleveland Blog

MARCH 28, 2019

An important aspect of building customer relationships is managing customer feedback.

Feedback 26

Feedback Management Customer Relationships Customers 26

Brad Cleveland Blog

OCTOBER 21, 2021

There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing customer feedback must be action-oriented. You must do something with it.

Feedback 26

Feedback Management Customers Contact Center 26

Brad Cleveland Blog

MARCH 28, 2019

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

Feedback 20

Feedback Management Customer Relationships Customers 20

Integrity Solutions

FEBRUARY 15, 2019

This fact has been consistently reinforced by the contact center leaders, managers and supervisors we’ve polled at the two most recent Customer Contact Week (CCW) events. Here’s what they’ve revealed to us about the most pressing agent and operational challenges contact centers are dealing with today.

Contact Center 77

Contact Center Technology Engagement Leadership 77

Brad Cleveland Blog

NOVEMBER 24, 2020

Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to manage customer feedback. Together, these steps make up a powerful approach that can drive innovation and improvements in products and services and processes.

Feedback 32

Feedback Management Government Innovation 32

Talkdesk

APRIL 28, 2016

This guest post is written by Talkdesk Product Manager Ernest Wong. We are having a renaissance moment in the realm of customer service. More than ever, businesses have become focused on forging strong, meaningful relationships with their customers. What does it mean for a company to show empathy to its customers?

Customer Service 45

Customer Service Net Promoter Score Call Center Competitive Advantage 45

Kayako

MAY 12, 2016

Born out of call centers and technical support, WINTHECUSTOMER is a blog from Flavio Martins, author of Win the Customer: 70 Simple Rules for Sensational Service. Flavio’s great customer service tips are insightful, and he often writes about how call centers can up their game and create amazing customer experiences.

Blog 51

Blog Call Center Events Customers 51

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” ” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media.

Management 20

Management Social Media Contact Center Customer Relationships 20

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” ” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media.

Management 20

Management Social Media Contact Center Customer Relationships 20

Lumoa

FEBRUARY 16, 2023

Identifying Key Stakeholders When it comes to collecting, analyzing, and acting on customer feedback, involve every key stakeholder. This includes departments such as customer service, marketing, product development, sales, and even executive leadership. Each department will bring its own unique perspective to the table.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94