Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. If you do, you are in the minority.

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Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. The Good News.

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Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . As we discussed on a recent podcast. It happens in sports.

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Leadership Consulting Presentation Sports 157

Customer Bliss

SEPTEMBER 20, 2016

Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. Tish Whitcraft plays a leading role in delivering on OpenX’s constant commitment to maximizing publisher revenue and to providing positive experiences for every partner. She leads OpenX’s operations and partner experience. Episode Overview.

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Kustomer

AUGUST 26, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. Listen to the full podcast to learn more! Get out of here!”

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Beyond Philosophy

DECEMBER 19, 2020

Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. You can do the same with your customer experience.

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Culture Presentation Consulting Financial 78

Customer Bliss

NOVEMBER 22, 2016

As the CCO role has become more common, now we’re starting to see “serial” CCOs. She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie.

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Chief Customer Officer Leadership 2017 Metrics 141

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. She also has a few projects on the go, including co-hosting the Demarried Life podcast , and a virtual skateboard company. Or, listen on: Apple Podcasts.

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Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Or, listen on: Apple Podcasts. Google Podcasts. A frequent speaker and writer on engagement.

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Beyond Philosophy

JUNE 17, 2020

Therefore, by definition, you get a different viewpoint after you undertake it for your organization. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. It happens in sports.

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Leadership Consulting Presentation Sports 120

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

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Measurement Presentation Fashion Consulting 122

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Listen to the podcast below to discover how Suzzanna transforms CX teams to excellence.

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Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Check Your Ego at the Door.

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Chief Customer Officer Culture Financial Leadership 129

Kustomer

SEPTEMBER 30, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen divulges five secrets on how to stop agent burnout. He goes into detail about why burnout absolutely needs to be prevented in the workplace and what leaders can do now to to stop burnout before it happens.

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Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. It’s No Mystery Why “Main Street” Can’t Keep Up.

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Books Transportation Retail Consulting 79

Kustomer

JULY 28, 2022

In recent years, the idea of customer service has undergone a transformation. The modern customer has shrunk their attention span while raising expectations, all the while becoming quick to allow each and every experience to dictate their relationship with a brand. What Is Customer Experience? TABLE OF CONTENTS.

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Kustomer

SEPTEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. Put the Customer at the Center.

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Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

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Contact Center Article Customers Presentation 67

Bold360

MARCH 5, 2020

Start with holding, then try clamping, then bolting and, finally, welding. But never start with welding. . His point was simple: Give your employees guardrails, but keep them as loose as possible: Your employees operate best when they’re given some room to maneuver. Why your talent is the pillar holding up your CX.

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Culture Employee Experience Insurance Government 59

Customer Bliss

JULY 12, 2016

Welcome to Episode 13 of my podcast. (It’s In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. Episode Overview.

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Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Professor Ryan Hamilton is the only scientist I know.

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Net Promoter Score 2002 Presentation Customers 139

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Download three podcast episodes at the beginning of every week. Want to get right to the good stuff? Podcasts for Product Managers.

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Books Blog Management Leadership 80

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. It’s too expensive.”

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Airlines Virtual Agent Omnichannel 2010 70

Integrity Solutions

MAY 26, 2022

employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Ethical Sales Practices and Your Brand Promise. Compared with 2017, U.S.

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ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

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Leadership 2021 Webinar Customer Service 86

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. This starts with clear direction and expectation from senior leadership.

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Kustomer

AUGUST 6, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by CloudTask CEO, Amir Reiter, and VP of Marketing, Tom Jenkins, to discuss outsourcing and how to adapt in today’s dynamic markets. For great insights on the benefits of outsourcing, listen to the full podcast below.

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Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Learn how Annette accomplishes this by listening to the podcast below. Success Starts with Leadership.

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Customer Centricity Culture Leadership Net Promoter Score 59

SurveySparrow

FEBRUARY 13, 2023

Are you looking for ideas to show people that your company is, in fact, a phenomenal place to work? Whether it’s through stories, videos or podcasts – there are so many opportunities for showing off your team’s accomplishments! Employee spotlights are a type of content that’s similar to customer testimonials.

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Culture Social Media Blog Insights 52

Beyond Philosophy

JULY 29, 2019

In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast. Why Office Politics are Worth Managing. He said, “Colin, focus on doing a good job and everyone will want you.” In my experience, he was right. Politics are everywhere and in every organization.

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Kustomer

APRIL 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Steve Richard from ExecVision and Vikas Bhambri from Kustomer to learn about recording customer phone calls and how the data is useful to CX agents. Listen to the full episode to learn more.

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Kustomer

NOVEMBER 19, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Adam Maino from FinancialForce to uncover the secrets to transforming a world-class customer support team. Proactive Team Culture Through Intelligence Swarming.

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Metrics Culture Article Definition 52

Kustomer

NOVEMBER 19, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Adam Maino from FinancialForce to uncover the secrets to transforming a world-class customer support team. Proactive Team Culture Through Intelligence Swarming.

Metrics 52

Metrics Culture Article Definition 52

Russel Lolacher

JANUARY 10, 2023

Or, listen on: Apple Podcasts. Google Podcasts. why solely looking at job titles is the wrong career path approach. how a challenge mindset can help you focus on your career. why solely looking at job titles is the wrong career path approach. how a challenge mindset can help you focus on your career.

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Culture Connections 2017 Employee Experience 52

Kustomer

APRIL 15, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by guests Matt Dixon from Tethr and Vikas Bhambri from Kustomer to discuss Matt’s most recent research on over one million customer service phone calls. Adapting in the Biggest Stress Test Ever for CX.

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Russel Lolacher

AUGUST 1, 2022

Or, listen on: Apple Podcasts. Google Podcasts. Where to start for your organization. On the show today, it’s Stephanie Cadieux and here is why she is awesome. So many questions, especially its impact on the employee experience. Connect with Stephanie on her platforms: Linkedin. Accessible Employers.

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Russel Lolacher

SEPTEMBER 6, 2022

In this episode of Relationships at Work, Russel chats with organizational consultants and compensation experts Crystal Henrickson and Annika Reinhardt on the role of employee compensation in professional development and workplace culture. Or, listen on: Apple Podcasts. Google Podcasts. ” And here is why they are awesome.

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