SurveySensum

FEBRUARY 23, 2024

Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated. Unlike those long annual surveys that feel more like a marathon than a conversation, pulse surveys are quick, concise, and oh-so-effective. Sounds like a dream, right? Now, what is a pulse survey?

Engagement 52

Engagement Demo Feedback Culture 52

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? Ready to dive in?

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

BirdEye

OCTOBER 6, 2023

We will break down how to measure reputation risk, strategies for identifying vulnerabilities, and what you can do to protect your reputation in this blog. Dishonesty and deception Being deceptive and falsifying facts, even about small matters, can undermine customers’ trust. Table of contents What is reputational risk?

Social Media 59

Social Media Airlines 2009 Financial 59

ProProfs Chat

JANUARY 7, 2020

The core value of outstanding customer service is centralized around attending to the needs and expectations of your customers through careful listening. Your customers are interacting with your business pretty much every day. When Customer Reps Do Not Listen Carefully to What the Client Needs. Fast forward to 2020.

Customer Service 112

Customer Service Customer Centricity Customers Customer Journey 112

Beyond Philosophy

MARCH 3, 2015

Her attitude was matter-of-fact, and her body language clearly read, “I don’t want to be here.” After about halfway through the presentation, I felt compelled to stop her. I thought about that conversation many times over the next couple of years. What is the point of doing research is you are not going to do anything with it?

Presentation 146

Presentation 2015 Books Blog 146

Integrity Solutions

MARCH 11, 2019

What are you doing every day to strengthen the culture of trust with your employees and customers? To understand why trust matters, consider your own experience. And that means you’re not likely to get the full value of those coaching conversations. Follow through on commitments given and received.

Culture 81

Culture Leadership Communication Sales 81

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. Why Excellent Customer Service Matters. And it’s what sets apart some of the world’s most successful and resilient organizations. What Is Excellent Customer Service?

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. They tell you via contact centers, open-ended answers on surveys and general conversation with your brand.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. Safety that you won’t be judged.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Beyond Philosophy

OCTOBER 6, 2014

How often do you listen to what Customers have to say about your organization? Every detail is customer-focused; it’s in the DNA of the organization. This assessment also creates a great tool to start the conversation internally in the organization to begin addressing the recommended actions that come from undertaking this process.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Stella Connect

JANUARY 4, 2022

While having set time each week or every other week to talk about performance, a strict 1:1 schedule may not be the best fit for every single agent or team lead. With Stella Connect 1:1s, team leads have the ability to bring real-time, agent-level metrics directly into their 1:1 conversations. This is for them, after all!

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

SurveySparrow

FEBRUARY 21, 2022

“Culture is a living, breathing entity that changes every day.”. That’s just one of the highlight lines from our conversation with Rachael Kelly on the healthy work culture and employee welfare. She and the leadership team did that spectacularly, even during a pandemic! You’ll thank us later! Employee Wellbeing.

Culture 52

Culture 2022 2021 Leadership 52

BirdEye

AUGUST 28, 2020

Soliciting feedback through online reviews makes it more likely that customers will try out your business. When you have a process to respond to customer feedback, you can listen to dissatisfied customers and deal with their complaints before they do major damage to your brand. Collecting feedback through reviews and surveys.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

BirdEye

OCTOBER 26, 2023

This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. Watch this interesting conversation here to learn more about how you can sell the value of reviews. Online reviews are a goldmine of insights.

Brands 116

Brands Multi-Channel Consulting Demo 116

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. Why does this matter? – It matters because it’s not just about making your SaaS product better; it’s about making your brand stand out. This underscores the importance of providing a personalized onboarding experience to every customer.

Insights 52

Insights Customer Experience Metrics NPS 52

ProProfs Chat

JUNE 30, 2020

These books can help you: Work towards better leadership strategies. Customer Service Books on Leadership. They listen, absorb, and work on better solutions. Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. It's real, and your employees matter! Image courtesy of interestedbystandr I originally wrote today's post for Intradiem. Treat employees better than customers." Isn't that sacrilegious? There's a huge debate in life: what came first, the chicken or the egg? What gives?

Employee Experience 89

Employee Experience Workshop 2015 Customers 89

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Brass Tack Thinking Blog. Or, listen on: Apple Podcasts. How to start conversations with others to open the discussion on imposter syndrome. Google Podcasts.

Culture 111

Culture Books Leadership Employee Experience 111

SurveySparrow

APRIL 23, 2021

In business, when you’re trying to master a new skill (leadership, time management, or communication), it’s hard to know your errors and achievements. Answers to these 2 and much more are what lies ahead in this blog. Not just an employee’s overall performance, it focuses on every aspect of their behavior.

Feedback 52

Feedback Leadership Communication Measurement 52

VDS

JULY 22, 2020

Granted, not every industry can operate from home, but for those companies who can and have not adopted the option, a comprehensive WFH policy will likely be built into their future business continuity plan. When a threat arises, the goal of recovery is to continue operations during the execution of the disaster recovery plan. How to adapt.

Connections 52

Connections Contact Center Communication Definition 52

SurveySparrow

FEBRUARY 14, 2022

Simply put, people, or human resource analytics, focuses on business growth through its employees. So, the lazy folks do not want to work, but on closer inspection, we’re seeing that more and more people are having a conversation about quality of life, and their jobs played a huge role in that. Don’t skip a word here.

Metrics 98

Metrics Webinar 2022 ROI 98

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Understanding that each customer and each experience will be different every time and creating your business to incorporate, embrace and excel at this. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Circular Edge

MAY 2, 2022

Blog Credit: Ian McCue, April 26, 2022 ( 10 Ways to Excel in the Evolving Role of the CFO | NetSuite). With an average tenure in their roles of more than nine years, these professionals have lived through a lot of transformation. I think you have to have a ton of self-awareness in any leadership position,” Cook said.

2014 52

2014 Culture Healthcare Apparel 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. The Super-Heroes of Customer Experience are here!

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adrian Swinscoe. Aimee Lucas.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. In an ideal scenario, they don’t need to listen to a forty-minute flute solo. However, for those of us that do stumble upon the rare hiccup on Amazon, there’s help available at hand for every possible problem.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. For example, it could be working with an upset customer, responding well when the product doesn’t work properly, or persisting through challenging situations.

Customer Success 41

Customer Success Management Touchpoint Customers 41

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients.

2015 97

2015 Multi-Channel 2014 CEM 97

Customer Bliss

MAY 6, 2020

During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Horst shared some expert advice to help guide leaders who have to make tough decisions as we navigate our way through this pandemic. How are you leading your organization? Good decisions.

Insights 156

Insights Hotels Communication Leadership 156

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I learned early on how important is to make every effort to go above and beyond when a client has a question. Mentor Questions. Question 1. Question 2.

Insurance 59

Insurance Books Culture Customer Success 59

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Thought leaders come in all shapes and sizes. Adrian Swinscoe. Aimee Lucas.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. The Importance of Listening in Every Stage of a Customer’s Journey. Nate calls these structured and unstructured channels.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

NetBase

JULY 24, 2019

Access to digital data makes this a much easier to accomplish in theory – but with so many new competitors entering the game every day, any intelligence effort can quickly become time consuming. It identifies related conversations automatically, with no need for human intervention. Which tool is best for you? CONTENT DISTRIBUTION.

Social Media 78

Social Media Metrics Brands Events 78

Beyond Philosophy

OCTOBER 6, 2014

How often do you listen to what Customers have to say about your organization? Every detail is customer-focused; it’s in the DNA of the organization. This assessment also creates a great tool to start the conversation internally in the organization to begin addressing the recommended actions that come from undertaking this process.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

How often do you listen to what Customers have to say about your organization? Every detail is customer-focused; it’s in the DNA of the organization. This assessment also creates a great tool to start the conversation internally in the organization to begin addressing the recommended actions that come from undertaking this process.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Bold360

NOVEMBER 21, 2016

Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) He believes that we all have the ability to become exactly who we’ve always wanted to be, no matter what conditions or failures we have gone through in life. than by email or phone.

2016 111

2016 2017 Customer Experience Social Media 111

Currency Alliance

FEBRUARY 10, 2021

This person would not be suffering from cognitive entrenchment and would revisit every opportunity to create more value. I have, though, been a 4-time CEO, across various industries which went through fairly dramatic changes during the past three decades, so hopefully my voice can be viewed as unbiased. LOYALTY POINTS.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52