Beyond Philosophy

JUNE 1, 2023

They were asking for the account number right off the bat. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. The quicker the call center employee had the account number, the faster they could resolve the issue and have their employee process another call.

Call Center 78

Call Center 2001 Retail Workshop 78

Customer Bliss

JANUARY 28, 2021

Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Just in 2020 alone, my team at Twitter had to tackle drills, meetings, and pivots in response to real-time historical moments: A global pandemic. Customer experience employees are at the frontlines of every company. The 2020 U.S.

Leadership 254

Leadership 2020 User Experience Feedback 254

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They are often tasked with conflicting accountabilities to various stakeholders like boards and committees. They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Your CEO wants the organization to succeed.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Customer Bliss

FEBRUARY 16, 2018

It often involves multiple departments, and of course, the organization’s leaders and C-Suite. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Experience Investigators by 360Connext

APRIL 21, 2020

As leaders, it’s easy to offer resources like a link to an online course and leave it at that. ” (Scott was nice enough to give me a quote because we’ve developed four courses together at LinkedIn Learning. You can check those Linkedin Learning courses out here.). My teacher like that was Mr. Mularski.

Feedback 143

Feedback Connections Engagement Interaction 143

BlueOcean

OCTOBER 8, 2021

I recently took the plunge with a certification program to hone my skills, and I’m happy to announce I’m now a newly minted certified customer service professional. Every touch point must be accounted for to understand their journeys—only then can you identify where their pain points are. Tapping into Customer Personas.

2021 177

2021 Customer Experience Contact Center Government 177

Customer Bliss

APRIL 16, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Chief Customer Officer 174

Chief Customer Officer Banking Books 2019 174

Education Services Group

OCTOBER 31, 2023

Of course, this is natural and something we should expect from leaders. I crave to immerse myself in my customers’ stories. Simplify reporting so I can quickly focus on my accounts. Cross-org collaboration and data flow are critical to my job. Quick access to these resources is a game-changer.

Customer Success 52

Customer Success Customer Retention Customer Voice Books 52

Experience Investigators by 360Connext

FEBRUARY 3, 2020

I mean that if you keep finding ways to learn — taking courses, training — that it can create a better customer experience. I’ll focus on Customer Experience educational resources here, since that’s the topic nearest and dearest to my heart. Online CX Courses. CX Podcasts. On-site CX Workshops.

Workshop 197

Workshop Healthcare Sales Financial 197

ShepHyken

SEPTEMBER 30, 2020

It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Customers are people, not account numbers.

Customer Service 125

Customer Service Poor Customer Service Customer Service Representative Customers 125

ShepHyken

JANUARY 28, 2024

Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Shrewd customer design choices, of course. My Comment: Perhaps you’ve experienced self-checkout at a grocery store or some other retailer. My take on this is not to give up.

2024 65

2024 Article Customer Service Customer Journey 65

Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas.

NPS 62

NPS Hotels Events Demo 62

Beyond Philosophy

JUNE 15, 2018

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red. My prize sheep? It is also why your pricing sometimes makes them angry.

Airlines 144

Airlines Books 2018 Customer Experience 144

Education Services Group

NOVEMBER 2, 2022

With a pooled model, you can extend your valuable people resources to a larger number of accounts without dramatically expanding your team size and without having to provide each customer with a dedicated CSM. In a pooled CSM model, you don’t assign accounts to an individual CSM. The pool of CSMs shares accounts between them.

Customer Success 52

Customer Success Books Customer Base Communication 52

Totango

APRIL 4, 2024

One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps. What was the goal of the project?

Sales 89

Sales Customer Success Insights Webinar 89

Customer Bliss

FEBRUARY 19, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Brands 208

Brands Hospitality Chief Customer Officer Return on Investment 208

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type. CCXP Struggles.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

Michel Falcon Experience

FEBRUARY 27, 2020

the company welcomed a new leader to my department, the call centre. call centre consisted of a team of 100 call centre agents (not all scheduled at the same time) answering 1,000,000 calls per year (if my memory serves me correctly). During my first year, many of my peers and I called in sick regularly. The Scenario.

Banking 97

Banking Leadership Call Center Culture 97

Zeisler Consulting

NOVEMBER 30, 2020

My partner and I actually had a hotel cancel our reservation after the world ended. It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one for my partner’s mother. While my partner was frustrated, I was embarrassed.

Hotels 93

Hotels Loyalty Programs Retail Travel 93

Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. And how do you consistently drive accountability?

Chief Customer Officer 135

Chief Customer Officer Roadmap Leadership Hospitality 135

Customer Bliss

JUNE 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Chief Customer Officer 126

Chief Customer Officer Customers Hotels Books 126

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. My favorite quote on this topic is from a Clorox executive: “We were trying to do digital, and we realized we needed to be digital.” Learn More. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Banking 166

Banking Chief Customer Officer Books 2018 166

Customer Bliss

DECEMBER 12, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Chief Customer Officer 126

Chief Customer Officer Books 2018 Leadership 126

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). Fire away those ad hoc surveys!

B2B 90

B2B Roadmap B2C Hotels 90

Gainsight

APRIL 12, 2024

As CSMs take on more accounts, however, they no longer have the bandwidth to provide the personalized and thorough support each customer needs (especially the ones with a high ARR). My original question – ”Who knows your customers better?” – was, of course, meant to be of the “trick” variety.

Customer Success 52

Customer Success Management Customers 2015 52

Beyond Philosophy

MARCH 31, 2022

Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. My initial reaction was dismay. Part of my initial skepticism stems from a lack of certainty. Another influence here is Mental Accounting, which describes how we categorize costs. In the late 1970s, we had a 25 percent inflation rate.

Customer Experience 88

Customer Experience 2022 Call Center Customer Centricity 88

CustomerSuccessBox

JUNE 8, 2022

Q: You have already answered my next question that the entire firm should be responsible for ‘churn’. In my new business, this person was on holiday and someone else took over for a specific deal. So I was just trying to promote the content, and the engagement, and that was doing my job. Can you explain this a little deeper?

Management 52

Management Financial Customer Success Culture 52

Zeisler Consulting

AUGUST 1, 2023

My partner gets his hair cut at one of the chain “salons”. This other place had it right, and who knows, perhaps my partner’s location of choice more often than not also does (although he says it’s happened several times to him). The app, of course, is a corporate tool. I use the quotes because it’s not a fancy place.

Download 72

Download Fashion Omnichannel Technology 72

ChurnZero

DECEMBER 15, 2020

Criteria Corp started with Account Managers and was a largely reactive team. They do additional discovery as part of the onboarding process, onboard effectively, and then manage the account to drive Engagement, Adoption and ultimately the renewal. My team’s empathy has made me most proud.

Customer Success 98

Customer Success Customers Metrics B2B 98

Help Scout

JULY 13, 2021

Reluctance to respond Slow response times are one of the most common causes of low customer satisfaction rates, and the passing of time can turn even the smallest problem into a major issue (or so my dentist insists on telling me). Of course, the reality is often more like chasing Ron Swanson’s swivel chair. How Bare you?

Customer Service 136

Customer Service Customers Airlines Social Media 136

Michel Falcon Experience

JANUARY 16, 2017

, a company that grows from a $1000 investment in 1989 to an organization that does a quarter billion in sales, I was provided with all the support in the world that contributed to my development but I don’t believe I would have been able to become an entrepreneur, advisor or keynote speaker if I didn’t invest in my own education.

Hospitality 122

Hospitality 2007 Airlines Books 122

Solvvy

JUNE 22, 2022

Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch. The first thing that comes to mind may be handling routine inquiries to the customer support team, such as, “Where’s my order?”

E Commerce 119

E Commerce E-support Banking ROI 119

Steve DiGioia

FEBRUARY 7, 2022

But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag? My answer is, “If you don’t care enough about the “little things”, how can I be confident that you’ll care about the “big things?” Of course not! They feel untouchable.

Financial 138

Financial Leadership Management Brands 138

Beyond Philosophy

NOVEMBER 20, 2015

I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary. I quit, of course! It was simply because I had reached my goal, and I was now bored. My new goal was to become the world’s foremost authority on the subject. Of course not!

2002 137

2002 Books Consulting Presentation 137

BirdEye

APRIL 14, 2023

With many small business accounting software options available today, selecting the perfect one for your needs can be overwhelming. We’ll dive into why accounting software is a game-changer and share insider tips for choosing the best accounting software for small business models like yours. Here are just a few.

Financial 98

Financial Banking E-support E Commerce 98

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. million deposit accounts and over 500,000 credit accounts in all. Money.cnn.com.

2011 141

2011 Banking 2016 Financial 141