Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer experience lightly can be dangerous too.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. It should be among your key strategies and always part of your playbook.

Contact Center 88

Contact Center Measurement 2022 Culture 88

Beyond Philosophy

MARCH 15, 2024

We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. We doubt it.

Presentation 89

Presentation Customer Relationships Customers Communication 89

Experience Investigators by 360Connext

APRIL 25, 2023

“We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. How can they be trusted? Sound familiar? And that is great.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. As employees gain experience and move up in the organization, they often get farther away from customers. And who can blame you? Don’t worry about the big fish.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

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. Customer service coaching is a personalized approach to the individual mentoring needs of each employee.

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. As a brand manager or customer satisfaction consultant, this lets you show real progress in the short term and demonstrate that your work is producing measurable value.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. Therefore, workforce optimization strategies should be front and center to your business goals. What is Workforce Optimization?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee. Training must be continuous.

Contact Center 78

Contact Center Call Center 2023 Engagement 78

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. In this post, we’ll cover: What is an employee survey?

Net Promoter Score 81

Net Promoter Score Culture Feedback Employee Experience 81

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

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. Proper onboarding can help employees quickly become productive members of the team, feel valued, and improve employee retention rates.

Customer Service 52

Customer Service Workshop Customer Service Representative Document 52

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. Assess the Current Culture Employee surveys are crucial for assessing your company’s culture and alignment with your values and mission. It can be through meetings, forums, or anonymous feedback forms.

Culture 52

Culture Leadership Feedback Social Media 52

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Yes, by prevention of issues.

Leadership 62

Leadership ROI 2006 2024 62

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Kustomer

JUNE 6, 2023

Money fuels the finance industry, but there would be none coming in without loyal clients to hand it over. Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. CSAT score is just one of many tools that can be used to measure customer satisfaction.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

Daniel Group

NOVEMBER 20, 2023

Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. For example, formally, culture is made up of the group norms that guide and inform behaviors. Another wise manager defined it as what happens when no one is looking. Culture is often a puzzling influence on business success.

Culture 52

Culture B2B 2005 Definition 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. Identify the Company’s Goals 2.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ReviewTrackers

JULY 12, 2018

If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? It’s about getting your employees on board with who you are and what you do,” wrote business writer Ted Bauer.

Brands 175

Brands Social Media Competitive Advantage Communication 175

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. So, what’s the silver bullet to this problem? — Employee surveys. Why Employee Surveys Matter?

Customer Service 52

Customer Service Net Promoter Score Culture Customer Satisfaction 52

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. That will be a major focus in 2023 (and beyond). They were leaving to move to better jobs.

2023 120

2023 Customer Experience E-support Customers 120

West Monroe

APRIL 17, 2024

Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities. The intent to invest is positive news—but directing investment for maximum impact won’t be easy. Many also do so during employee onboarding. But how many actually measure the impact?

Leadership 59

Leadership Culture Competitive Advantage 2024 59

Playvox

MAY 11, 2023

The World Health Organization warns : “ …without proper planning, organization, and health and safety support the impact of teleworking on the physical and mental health and social wellbeing of workers can be significant. When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing.

Management 89

Management Contact Center Culture 2021 89

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users. In other words, you need proper workforce management.

2024 52

2024 Management Customer Experience Demo 52

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. Well, this can be detrimental both to your productivity as well as the company’s. But how to do that?

Employee Experience 52

Employee Experience Net Promoter Score Feedback Demo 52

SurveySparrow

SEPTEMBER 29, 2023

Employee recognition is not just a nice-to-have; it’s a must-have for any organization aiming to boost employee engagement and create a positive employee experience. In this guide, we’ll delve into the art and science of giving kudos effectively, leveraging employee recognition software, and much more.

Employee Experience 52

Employee Experience Culture Engagement Innovation 52

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 145

Customer Experience Management Return on Investment Banking 145

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Bill Quiseng

MARCH 15, 2022

Today’s customers are paying for their experience, not a business’ service or product. Customers want the best value for their experience, not the best price for your service or product. Read on to find out how you can be “Built to Win” customers. And be sure to read her book, Built to Win.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. That said, be mindful of the time zone your customers are in. What is NPS?

NPS 98

NPS Net Promoter Score Reference Feedback 98

ReviewTrackers

JUNE 22, 2020

If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? It’s about getting your employees on board with who you are and what you do,” wrote business writer Ted Bauer.

Brands 114

Brands Social Media Competitive Advantage Communication 114

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. To address this, management launched an anonymous feedback survey which turned out to be a game-changer.

Feedback 52

Feedback Leadership Culture Communication 52

BirdEye

SEPTEMBER 12, 2023

But for businesses new to this medium, knowing what works and what doesn’t can be difficult. To do so, Investigate the impact of their content to understand what works well for your competitors. Use tools to root out their top-performing posts and analyze them well. There is heavy competition among brands on social media.

Social Media 105

Social Media Measurement Brands Leadership 105