Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. It’s becoming more and more important to develop and implement these initiatives in your CX team.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

Experience Investigators by 360Connext

OCTOBER 20, 2014

We deliver an experience in the beginning based on who we are, not any plan about how we deliver. Quick hires are made based on skill sets, not the actual whole person. The guy who might be great at fixing widgets just might be terrible with people. . And yet no matter how much data we collect, we are human.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Experience Investigators by 360Connext

FEBRUARY 23, 2021

That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience. Here are twelve ideas to get you started. Start with the why. Explain success.

Communication 178

Communication Customer Experience Customer Journey Mapping Net Promoter Score 178

Customer Bliss

AUGUST 9, 2018

As he started this transformation across the company, Daniel had to get everyone to speak the same language and be on the same page regarding who the customer is, and the definition of customer success. In Daniel’s case, the video made the feedback more human and personal. Be Brave, Bring Customer Feedback to the Forefront.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Lumoa

MARCH 21, 2023

Nowadays, most people search for information online. Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast. Ahearn’s background was in the insurance industry.

Consulting 167

Consulting Interaction Definition Insurance 167

BirdEye

MARCH 17, 2023

Small business owners must navigate complex challenges ranging from customer acquisition to human resource management and financial oversight, leaving them with an overwhelming amount of responsibilities to manage alone. Role of a small business consultant Benefits of a small business consultant Who needs small business consulting services?

Consulting 98

Consulting Social Media Financial Sales 98

Kustomer

DECEMBER 9, 2021

As CX advances to keep up with the modern customer , Jeanne hopes that more companies will adopt this philosophy of people over policy/process. Each customer should be treated with the same dignity and grace, regardless of who they are. Placing Trust in Your Employees. Do we make it easy to get help? ” I love that one.

Airlines 98

Airlines Books Hospitality Customer Service 98

SurveySparrow

NOVEMBER 1, 2021

People lost jobs, companies lost incredible talents, and everything came to a standstill. People want to get back to jobs, but as a better version of themselves. This is where hr influencers come in as they give relevant information and tips on finding the right job, acing the interview, and doing superb work to grow quickly.

Social Media 98

Social Media Seminar 2021 Blog 98

Help Scout

JUNE 17, 2021

Starbucks Starbucks has long strived to be the ” third place ,” or the place after home and work where people feel most comfortable gathering. This individual story from a Starbucks location in Leesburg, Virginia is an excellent example of why they are a third place for so many people.

Customer Experience 121

Customer Experience Hotels Banking Airlines 121

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. There’s a lot of great information that we discussed which didn’t make it to the show notes, so please give this a listen! Think About the Long-Term Vision. Click To Tweet. 3 Steps to Solidify Your Foundations.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

Michel Falcon Experience

MARCH 7, 2023

Michel Falcon: Welcome to the People First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. I’ve done quite a bit over my career, which started in 2007 professionally. I don’t want to make money by stepping on people.

White Paper 60

White Paper Culture 2007 2009 60

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. And in doing so, he focused on defining these 3 things for Inspire’s operations: Hiring standards.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. She highlighted that instead of the great resignation, the discussion should be about the great appraisal and re-appraisal that can happen because of people analytics.

Metrics 98

Metrics Webinar 2022 ROI 98

BirdEye

APRIL 6, 2023

million business ventures are started in the U.S. Starting a business is a great way to fulfill your passions and make a living. It’s also an effective way to gain a more flexible lifestyle and greater independence you won’t find working for someone else. According to the US Census, an average of 5.4 Affiliate marketing 9.

2023 98

2023 Insurance Social Media Transportation 98

Help Scout

APRIL 27, 2021

Dear Patto, How can I hire people for my customer service team who are strong in soft skills but are also capable of learning the more technical aspects of our complex product? What’s the best way to identify the right people without making the application process too onerous for them? How do you help?”

Customer Service 91

Customer Service Document Customers Books 91

ChurnZero

AUGUST 13, 2021

Because, a human could probably do the job, but it would be 2x, 3x, maybe even 4x more expensive than a tool that you need to do the job. Because, a human could probably do the job, but it would be 2x, 3x, maybe even 4x more expensive than a tool that you need to do the job. Why it’s important to have an integration strategy.

Customer Success 98

Customer Success Webinar Communication Interaction 98

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. So is it time to set up your first AI chatbot and set it to work? Let’s start by distinguishing AI chatbots from their simpler incarnations.

Document 144

Document 2021 Technology Information 144

Gainsight

MARCH 4, 2024

By giving them training when and where they need it, you enable them to perform their work and to be successful. Remember to start by documenting the baseline metric and measure the changes upon implementing your training program. Let’s start with the business success metrics for workforce training.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

PeopleMetrics

JUNE 26, 2019

They want to talk to empowered brand representatives who have the answers they’re looking for and the ability to solve problems quickly and efficiently the first time they call. Start: with a real human at first contact who can solve problems quickly, completely and empathetically. What do customers really want?

Net Promoter Score 115

Net Promoter Score CEM Measurement 2019 115

Beyond Philosophy

MARCH 23, 2023

Sans that singularity, chances are you are employing humans, and ensuring they have a pleasant experience is essential. If experience management is a trend, it could mean that organizations hire people to mind theirs but give them no budget and no authority to do anything. Or will they pay them to work and stay out of all that?

Employee Experience 78

Employee Experience Reference Leadership Culture 78

Stella Connect

NOVEMBER 9, 2021

If past years have taught us anything, it’s that it’s never too soon to start preparing for the holiday season. If you’re not already thinking about the staffing , training, mechanisms, and workflows you’ll need to keep things running smoothly, the time to start is now. Hire people who are a good fit.

Customer Service 87

Customer Service Poor Customer Service Contact Center Retail 87

Help Scout

JULY 15, 2021

When working in education, you’ll interact with sensitive information at some point. By extension, those working in education support have the same responsibility, and failure to meet that responsibility could result in fines and possible legal action. Research shows tests and quizzes can help with information retention.

Customer Service 115

Customer Service Document Customers Measurement 115

ShepHyken

OCTOBER 1, 2021

And those who might be interested in investing in such technologies are still lagging due to serious contemplation. . To overcome your doubts on whether customer service automation is truly meant for your business or not, you need to start from the basics. . It is one of the best ways to avoid human errors!

Customer Service 156

Customer Service Article Customers Technology 156

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. But when you’re looking for new people to fill roles your organization has never had, it can be quite a challenge. What does the company want to achieve?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

BirdEye

APRIL 19, 2023

You’ve worked for years for a big company, but it’s just not the career you want. It’d be great to work for yourself, but how do you go about finding a small business idea that actually works? We’ve put together a list of 45 of the best small business ideas to give you a headstart on where to pursue your self-started career.

2023 97

2023 Social Media Consulting Events 97

SurveySparrow

DECEMBER 9, 2019

Today Survey Sparrow had the opportunity to chat with John Dijulius, a US customer service expert who is redefining the rules of the game. John: It started about 27 years ago when I opened my first business, John Robert’s Spa. We simply decided to offer an experience that people would not receive from another salon.

Customer Service 90

Customer Service Books 2002 Measurement 90

Kustomer

JANUARY 6, 2022

Customer obsession can look like hiring the right talent, teaching empathy to your team, or even helping customers to be self-sufficient, making their part of the experience low effort. For Erika, it means “locking arms” with the human behind the screen and being their support. Two – Show up for your Customers.

Culture 105

Culture Definition Customers Roadmap 105

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. Some of the factors include: Pay and benefits Flexible work environment (e.g., The good news?

Net Promoter Score 88

Net Promoter Score Measurement Culture Employee Experience 88

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Edwin spoke to over 110 people to understand their work and how they might describe the ideal client experience.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148

Solvvy

AUGUST 17, 2022

You can find your CSAT by dividing the number of people who responded to your request for feedback with a rating of 4 or 5 by the total number of responses. Number of people responding with a 4 or 5 / (Total number of people who responded x 100) = CSAT (represented as a percentage). CSAT Calculation.

Net Promoter Score 102

Net Promoter Score Measurement Customer Retention NPS 102

Russel Lolacher

SEPTEMBER 20, 2022

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome. 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. Dear F **s Newsletter.

Culture 111

Culture Books Leadership Employee Experience 111

Experience Investigators by 360Connext

APRIL 7, 2015

Good crew, especially Ken, the flight attendant, who was friendly and helpful and proactive. She finally seemed to understand this was a bad situation, especially when her monitor informed her we were some of many people who had this happen. Let me present the facts. We booked a flight to Puerto Vallerta, Mexico in October.

Airlines 307

Airlines Customer Experience Travel Books 307

Customer Bliss

AUGUST 3, 2018

Finally, customer experience and employee experience is starting to be looked at as a holistic experience that should be delivered by people who are energetic, enthusiastic, and creative about what they can do on behalf of customers. There are methods to prove the ROI of CX investments, find a method that works for your company.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Kustomer

JULY 22, 2021

One thing I think that’s really exciting…is that you no longer have to hire agents based on their language skill. You can basically hire them on their expertise.” The brands that do it right have AI as well as a team of qualified people working together to provide the best experience possible.

Customer Satisfaction 98

Customer Satisfaction Customers E Commerce Brands 98

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan developed experience getting into the weeds of the work. I’ve got a lot of great interviews coming up that I can’t wait to share with you!

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. To listen to this episode on another platform, click here. Hey everyone.

Culture 60

Culture 2003 ROI Leadership 60