CX Accelerator

JANUARY 7, 2019

I’m not known for being quick on the uptake by those closest to me. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).

Net Promoter Score 275

Net Promoter Score Contact Center 2019 Technology 275

Upstream Works

JUNE 9, 2022

I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. That statement really stuck with me because I remember when that moment happened at Upstream Works. The contact center was even more complicated.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

Beyond Philosophy

APRIL 4, 2024

It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. These new norms are surprising to me. Prospecting in the Days of Ghosting My son Ben posted on LinkedIn about the norm for contacting people who reach out on LinkedIn. Listen to the podcast: I have been ghosted. But is it?

Fashion 60

Fashion Communication Social Media Travel 60

Interactions

APRIL 16, 2024

Customers no longer dread contacting customer service – every interaction is personal, efficient, and effective. “Customer service innovation, including the emergence of generative AI and conversational AI enhancements, provider go-to- market changes and a volatile economic environment are expected to drive contact center investment.”

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

Beyond Philosophy

AUGUST 20, 2020

To me, this makes sense at an intuitive level. My smartphone feels a lot more personal to me than my PC. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was. We employ the phone for personal contact with friends and family.

Transportation 348

Transportation Information Technology Consulting 348

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. I would add that proactive experiences also save organizations money by preempting a contact at the contact center.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

ShepHyken

FEBRUARY 20, 2024

Maybe it happened two days ago, and they just now have the time to contact you or the company. ask yourself, “Based on the conversation – or interaction – I just had with the customer, do you think they would give me a high Time Well Spent rating?”

Metrics 150

Metrics Customer Service Workshop Measurement 150

TechSee

JUNE 1, 2023

Device support for me is making sure our recipients feel supported and we’re here for them to ensure their equipment is properly working. TechSee’s visual assistance is a game changer because it helps me be more efficient and more accurate in my troubleshooting. My son’s happiness is the most important for me.

Technology 207

Technology Reference Connections Demo 207

Bill Quiseng

JULY 18, 2017

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. I remember my boss telling me that now I was a “brand,” which at the time seemed really strange to me.

Customer Experience 318

Customer Experience Contact Center Books Wireless 318

Beyond Philosophy

JULY 7, 2022

Let me start by sharing a recent experience that can help shed some light on what I mean about integrating Customer Science into physical interactions. While in the store, I took them up on a promotion that if I gave them my mobile number so they could text me, Nautica would give me a discount. Almost Perfect.

Retail 160

Retail Online Experience Interaction Technology 160

Beyond Philosophy

MAY 11, 2023

I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. Let me explain. Also, if you have any questions or topics that you would like for me to cover in this newsletter or on the podcast, please do not hesitate to contact me.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

BirdEye

DECEMBER 8, 2023

A follow-up email is a professional email sent to a client or prospect that you have contacted previously but have not heard back from. Let me know if there is someone else I should reach out to or if you have any questions. Signature Include basic contact information and your full name. I am here to help!

Demo 110

Demo Events Communication Feedback 110

Education Services Group

OCTOBER 31, 2023

With that framing, I’ve compiled what I imagine is a pretty typical wish list from the point of view of a CSM: A Customer Success Manager’s Wish List: What Fuels My Success Customer Information: Enriched Insights : Empower me with rich customer data, from contact info to personas, renewal dates, contract specifics, and updated customer notes.

Customer Success 52

Customer Success Customer Retention Customer Voice Books 52

One Millimeter Mindset

NOVEMBER 26, 2020

To me, 2020 represents one gigantic paradigm shift in just about everything I do today, tomorrow and moving forward. Contact me here. As a result, I eliminate noise and clutter that greets me in my Inbox and daily activities. Engage me to present a One Millimeter Mindset program! Contact me here.

2020 124

2020 Innovation 2019 Leadership 124

ShepHyken

MARCH 17, 2021

She emailed me a great story worth sharing. They told me how much a new tire would cost, but before I paid for it, they wanted to see why it was going flat. They called me a couple of hours later to tell me my car was ready. Let me know if you do! For information, contact 314-692-2200 or www.hyken.com.

Sales 171

Sales Customer Service Training Customers Loyalty 171

One Millimeter Mindset

JANUARY 28, 2021

However, to me, it felt like the month’s progress was a tug-of-war. Let me know what you think. Click here and send me your thoughts. Engage me to present a One Millimeter Mindset program! Contact me here. Contact Babette here. The first month of 2021 is nearly completed. I don’t know about you.

Innovation 121

Innovation 2021 Leadership Consulting 121

One Millimeter Mindset

MARCH 9, 2021

Are you ready to make that one millimeter mindset change, catalyzed by me? To get started, contact me here. Then contact me here and let’s get started today. Engage me to present a One Millimeter Mindset program! Contact me here. Contact Babette here. Delivered virtually or in-person.

Customer Retention 102

Customer Retention Leadership Innovation Consulting 102

Think Customers

APRIL 1, 2024

Had my carrier understood the importance of these “intents,” my most urgent priorities, my call to the contact center would have gone better than the ham-fisted horror it was. He hadn’t heard me at all. That didn’t happen for me. I was in a state of panic. I was livid. That was my top priority. “…and

Sales 52

Sales Contact Center Interaction Measurement 52

ChurnZero

JUNE 2, 2023

A Customer Success Manager at a Series-B stage SaaS company had just learned a key contact—their customer champion—was moving on to a new role. The risk of churn was high since the new point of contact indicated they wanted to make some changes. “I By contrast, a key customer contact change is an early indicator.

Net Promoter Score 98

Net Promoter Score Webinar Customer Success Customers 98

ShepHyken

OCTOBER 17, 2023

Sullivan says to ask genuine questions, actively listen, and take the opportunity to get to know clients and customers anytime you have contact with them. An example would be, “Can you please tell me what was happening right before the problem began?”  In other words, be curious. The idea of curiosity in customer service is simple.

Workshop 141

Workshop Customer Service Training Customer Service Interaction 141

Brad Cleveland Blog

JANUARY 11, 2024

Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future.

Contact Center 50

Contact Center Customer Experience Customers Call Center 50

CSM Magazine

NOVEMBER 14, 2023

The theme of my session was ‘Productive Conversations – How The Latest AI And Digital Technologies Should Be Used to Drive Efficient and Engaging Customer Experiences’ My focus was on the transformative power of AI and digital technologies in shaping customer interactions in the contact centre environment.

Technology 52

Technology Innovation Touchpoint Interaction 52

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ After all, each contact with your brand is an opportunity to advance the Brand Promise.

Contact Center 93

Contact Center Customer Care Article Brands 93

ShepHyken

APRIL 21, 2021

Let me put it to you in the simplest terms possible. Andy asked me, “Am I out of touch with reality? If he can’t respond the same day, if not the same hour or minute, then don’t you think someone from his organization should have been tasked with responding for him, rather than leaving me hanging for several days?”.

Insurance 152

Insurance Presentation Customer Service Training Customers 152

Beyond Philosophy

OCTOBER 8, 2022

Or at least it felt like they did on this phone call with me. The problem was a schedule change that put me out of Boston instead of Atlanta. So, I called the contact center. During that phone call with Delta, I wished I could show them what I had on my screen so they could trust me. There are two answers.

Customer Experience 88

Customer Experience Contact Center Consulting Financial 88

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse. Hannesson says contact centers can have what feels a bit adversarial to their setup.

Contact Center 88

Contact Center Customer Experience Net Promoter Score Communication 88

Beyond Philosophy

APRIL 11, 2024

To get us started with our answer, we turn to Eckhart Boehme , Founder and Managing Director of Unipro Solutions , who contacted us as part of our podcast’s “ None of Us Are as Clever as All of Us ” feature, where people submit their ideas, and thoughts, opinions, reports, statistics, or whatever else. Both are fair questions.

Books 78

Books Customers Insights Marketing 78

One Millimeter Mindset

SEPTEMBER 7, 2022

Contact me here. Then engage me to present a One Millimeter Mindset ™ program! Contact me here. Is it time to address what is new, next, and continuously changing in your professional environments? Let everyone get to where they really need to go, together, one millimeter at a time. is available on Amazon.com.

Innovation 85

Innovation Leadership Social Media Travel 85

One Millimeter Mindset

AUGUST 11, 2021

Contact me here. Then engage me to present a One Millimeter Mindset program! To learn more about incorporating Complex / PMI-certified Wicked Problem Solving into your professional arsenal of awesomeness, contact me here. Contact Babette here. Delivered virtually or in-person. is available on Amazon.com.

Innovation 116

Innovation Culture Leadership Events 116

Storyminers

MAY 21, 2020

Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’. You can communicate authentically with contacts and easily update team members directly from the dashboard. That’s what I love the most about it.

Social Media 98

Social Media Article Communication Insights 98

Zeisler Consulting

JANUARY 17, 2023

Recently, I contacted a service provider and asked them if they’d help me solve an issue I was having with their service. The agent was polite and quick to respond that, well, because their policy is whatever it is, they didn’t do this thing I wanted done for me. Can you help me?”. Repeatedly.

Brands 72

Brands Customer Service Customer Experience Consulting 72

Zeisler Consulting

NOVEMBER 8, 2023

Thinking about this, it actually rhymes with a conversation I was recently having with someone who’s in “CX” in her company’s Contact Center/Customer Care department. But what if, understanding that, someone is in CS (and here, CS means all those things…contact center, Customer Care, etc.)

Contact Center 93

Contact Center Customer Care Insights Definition 93

One Millimeter Mindset

OCTOBER 8, 2020

Contact me here for a complementary conversation about your needs. Please don’t tell me these are the stories of the week, the month, or the campaign. You can contact me here for a complementary conversation about your needs. Then, let’s create a laser-focused two hour one-on-one session just for you.

Workshop 117

Workshop Entertainment Leadership Communication 117

Innovative CX

MARCH 6, 2024

If you’re like me, you engage with an organization’s customer service department at least once or twice each month. And there are plenty of people like me who are willing and able to help you address them. Is the contact us section of your website easy to find with multiple contact options.

B2C 52

B2C Airlines B2B Entertainment 52

MyCustomer

AUGUST 3, 2022

Yes, I'd like MyCustomer to provide my contact information to Amazon Web Services (AWS) so AWS can share the latest AWS news and offers with me by email, post or telephone. Download this Ebook. GDPR data consent. AWS handles your information as described in the AWS Privacy Notice.

Engagement 87

Engagement Customer Experience Download Communication 87

One Millimeter Mindset

DECEMBER 8, 2020

My role as a skeptical critical thinker and facilitator for intentional innovation allows me to help individuals and teams grow their cross-functional leadership voices. Engage me to present a One Millimeter Mindset program! Contact me here. Contact me here. Take these next steps. One millimeter at a time.

2021 115

2021 Innovation Workshop Leadership 115

One Millimeter Mindset

DECEMBER 15, 2020

Which sets the stage for me to ask the third question: outside of your team or department, who knows who you are and what you do? Contact me here to get started. Engage me to present a One Millimeter Mindset program! Contact me here. Contact me here. One millimeter at a time. Who Are Yours?

Workshop 88

Workshop Innovation Leadership Definition 88