One Millimeter Mindset

OCTOBER 26, 2022

John respected my professional focus of speaking, mentoring, coaching and consulting about discovering and owning your professional legend. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |. John was gone by the time I returned. It always seems to go that way, doesn’t it?

Consulting 85

Consulting Innovation 2022 Travel 85

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. Acknowledge.

Customer Journey Mapping 97

Customer Journey Mapping Customer Service Training Customer Care NPS 97

CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees.

Customer Service 52

Customer Service Workshop Customer Service Representative Document 52

One Millimeter Mindset

SEPTEMBER 14, 2022

. | Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |. A speaker and consultant, Babette leverages her own professional, cross-functional experience in new product development and market research to become your concierge mentor.

Innovation 84

Innovation Social Media Consulting Travel 84

One Millimeter Mindset

OCTOBER 12, 2022

. | Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |. A speaker and consultant, Babette leverages her own professional, cross-functional experience in new product development and market research to become your concierge mentor.

Consulting 102

Consulting Innovation Presentation Leadership 102

One Millimeter Mindset

FEBRUARY 8, 2023

This observation goes for their experience of me, as well. And while we just might not want to share with each other, those experiences undeniably forge us into different people. In my interactions with colleagues and clients, I realize that they do not seem to be the same people they were “before“ the events of the past few years.

Consulting 91

Consulting Innovation Events Leadership 91

One Millimeter Mindset

FEBRUARY 15, 2023

Internal and external customers may dread, rather than anticipate, the daily experiences you create. However, their hard charging professionalism includes creating memorable, positive, and enduring experiences for clients and colleagues. These are solid professional attributes to bring to the workplace each day.

Consulting 85

Consulting Innovation Leadership Consumers 85

One Millimeter Mindset

DECEMBER 28, 2022

We remain united by our experiences of some form of angst, anguish, and suffering over the past two years. What has been your experience as you reunite with friends and colleagues? Another common denominator my colleagues and I shared together is how much we continue to experience happiness and joy together.

Travel 87

Travel 2023 2009 Consulting 87

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Hero Digital

DECEMBER 16, 2020

To help uplift students’ awareness and problem-solving skills to prepare them for this future, Hero Digital — a digital customer experience company that believes “what’s good for people is good to business” — is proud to announce its partnership with Makers + Mentors Network , a STEM Initiative of Citizen Schools.

2014 98

2014 Financial Banking 2020 98

One Millimeter Mindset

MARCH 22, 2023

However, in reality, they can mis-translate relative to their own experiences working with other professionals like you. With everyone relying on discipline-specific professional terminology each day, is there time devoted to translation of your word choices? Otherwise, people may hear what you say and think they understand what you mean.

Consulting 75

Consulting Innovation Leadership Definition 75

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. And the job of employees is to serve to satisfy the customer. And the job of employees is to serve to satisfy the customer. The mission is to TAKE CARE of the customer. Instead, have customer service education. Have mentors and coaches. And, yes, educate everyone.

Customer Service Training 78

Customer Service Training Customer Service Loyalty Customers 78

One Millimeter Mindset

MARCH 8, 2023

Do you know which one (or more) of your own qualities transformed due to your experiences since 2020? Which experience may contribute to this “new” set of behaviors? Why do this exercise today, tomorrow, and moving forward? Moving forward post-pandemic, our professional qualities changed.

2020 75

2020 Consulting Innovation 2023 75

CloudCherry

SEPTEMBER 11, 2019

In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. As Annette says, ‘There’s employee’s happiness, satisfaction, engagement, experiences- all of these different terms. Hmmm…Guess we should start by defining Employee Experience.

Magazine 199

Magazine Customer Experience Professionals Demo Employee Experience 199

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 266

Books Return on Investment Magazine Culture 266

Calabrio

DECEMBER 10, 2020

Now artificial intelligence (AI) is changing the way contact centers provide service, with bots that automate routine tasks and powerful self-service options that help customers quickly find the information they need on their own. With bots picking up the slack, agents can take time with customers and even personalize service as appropriate.

Contact Center 105

Contact Center Competitive Advantage Leadership Sports 105

CSM Magazine

DECEMBER 21, 2022

For instance, some segments of the customer service industry have an attrition rate of 50%. This can negatively impact customer experience and affect a company’s bottom line. Businesses should also make sure that customer service agents feel valued as members of the team, and that their efforts are recognized.

Customer Service 52

Customer Service Customer Service Representative Culture Leadership 52

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. And the job of employees is to serve to satisfy the customer. In the end, training instructs students on how to TAKE CARE of the customer. In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University.

Customer Care 78

Customer Care Customer Service Training Interaction Customers 78

Gainsight

MARCH 4, 2022

They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. As we looked back over the 2020 season, we realized there were incredible insights on customer success and life in general as people adjusted to a different work-life balance. The Importance of Mentors.

2020 97

2020 Insights Culture Customer Success 97

Playvox

MARCH 21, 2022

They value hard work and are naturals at building relationships, making them eager to nurture your customer experience. Baby Boomers have had a lot of work experience — an average of 12.4 Baby Boomers have had a lot of work experience — an average of 12.4 They want to feel that this experience is valued in the workplace.

Contact Center 82

Contact Center 2022 2020 Article 82

CX Accelerator

NOVEMBER 26, 2021

As I like to say, "life is made up of experiences." We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. I’m grateful for the experience I had this year working on a really interesting project with Shane Goldberg. What experience are you grateful for this year? Keith Kmett.

Hospitality 182

Hospitality Travel Healthcare 2020 182

CX Accelerator

NOVEMBER 26, 2021

As I like to say, "life is made up of experiences." We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. I’m grateful for the experience I had this year working on a really interesting project with Shane Goldberg. What experience are you grateful for this year? Keith Kmett.

Hospitality 182

Hospitality Travel Healthcare 2020 182

ShepHyken

JULY 28, 2020

The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.

Competitive Advantage 107

Competitive Advantage Culture Events Customer Service 107

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.

2023 207

2023 Contact Center Leadership Hospitality 207

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

One Millimeter Mindset

APRIL 19, 2023

It is a thrilling, memorable, and enduring experience. One Millimeter Mindset | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Mentor | How do you become more professionally visible, cross-functionally relevant, and strategically valuable to people who solve problems differently than you do?

Consulting 89

Consulting Innovation Workshop Leadership 89

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No No pressure!)

Leadership 52

Leadership Innovation Omnichannel Customer Success 52

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. This, in turn, leads to higher customer retention and increased profitability for the business.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Zeisler Consulting

MARCH 5, 2024

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” As my career has evolved into Customer Experience, that’s a sentiment (and catchphrase, for that matter) that I’ve carried along with me.

Hotels 93

Hotels Customer Centricity Brands Management 93

Stella Connect

NOVEMBER 18, 2021

When it comes to setting priorities for the call center, it’s important to keep rewarding and recognizing your customer service agents top of mind. That engagement in turn can result in positive customer outcomes. It should come as no surprise that loyal agents help drive customer loyalty. 1: Offer Special Experiences .

Call Center 78

Call Center Competitive Advantage Social Media Financial 78

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. It’s the chicken-and-the-egg mystery of modern-day marketing.

Customer Satisfaction 52

Customer Satisfaction Engagement Demo Loyalty 52

COPC

NOVEMBER 15, 2023

Before New Hires Apply   The employee journey (and the potential for early attrition) begins during the recruitment process well before the candidate can experience the actual job. In fact, COPC often finds that customer operations do not report the attrition rate from acceptance to the first day. But they might not show up.

Call Center 95

Call Center Contact Center Engagement Communication 95

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. So there you have it.

Culture 107

Culture Customer Centricity Sports Definition 107

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

2021 124

2021 Article Customer Service B2B 124