Zeisler Consulting

APRIL 27, 2021

Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves. Many an article has been written since the beginning of the saga emphasizing how important Customer loyalty and care are to the ‘new normal.’

Employee Experience 93

Employee Experience Consulting Article Leadership 93

SurveySparrow

JUNE 30, 2023

Have you ever wondered who plans the seamless and enjoyable experiences that you have as a customer? Here comes the customer experience manager —a talented individual who turns interactions into priceless memories. Who is a Customer Experience Manager? “Customer experience is the new marketing.”

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

Andrew Mcfarland

SEPTEMBER 23, 2022

A Business Development Specialist works in the sales department of a company, selling products and services to potential customers. These relationships can help you advance your career and earn more money. This includes responding to customer service issues and updating them on new products.

Healthcare 48

Healthcare Sales Social Media Communication 48

Michel Falcon Experience

AUGUST 17, 2016

You can never go too far wrong by thinking like a customer who’s new to the business.” — Richard Branson. When I was growing my career as a wide-eyed, anything-is-possible, eager employee, my greatest strength was that I was able to think long-term. Let success be your noise. ” — Simon Sinek. Think long-term.

Blog 127

Blog 2016 Engagement Webinar 127

CSM Magazine

OCTOBER 20, 2022

Many graduates are motivated to become successful professionals who are real customer experience leaders. In this case, customer experience books come in handy. They are manuals that show students how to make business transactions easy, enjoyable, and memorable for customers. Amaze Every Customer Every Time by Shep Hyken.

Books 52

Books Customer Experience Competitive Advantage Social Media 52

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management. Lost ROI on customer acquisition cost.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Andrew Mcfarland

SEPTEMBER 23, 2022

That’s enough money to pay for your Internet and stop mooching off your neighbor. They should also be able to consult with prospects to make sure they’re a good fit for their company’s product or service. A great AE will also spend a lot of time conducting system demos and developing customer relationships.

Sales 48

Sales Financial Social Media Advertising 48

PeopleMetrics

SEPTEMBER 12, 2019

in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Mapping your touchpoints.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

Oracle

JANUARY 23, 2020

If you’re wondering how a customer experience job can evolve, check out this interview with Rhianna Albert, who grew her career from a system admin to director of consulting. What do you like most about your current role and responsibilities? How did your career in technology start? What was the next step?

Customer Experience 58

Customer Experience Contact Center B2C 2006 58

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Gainsight

MARCH 4, 2024

You want to help them understand how supporting your learners with quality training can pay for itself with platform growth, reduced expenses and increased revenue. Online Training Makes Your Learners More Proficient Quite simply, training makes your learners more proficient at their job.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

Andrew Mcfarland

SEPTEMBER 22, 2022

In addition, a degree in a related field is often advantageous but is not a prerequisite. They should have experience using CRM (customer relationship management) databases and a strong knowledge of the company’s products or services. The average salary for a Business Development Manager in the United States is $130,000.

Management 48

Management Sales Leadership Customer Relationship Management 48

BirdEye

FEBRUARY 28, 2023

Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. The skills required for the role may include social media marketing, content creation, analytics, copywriting, customer service, and project management.

Social Media 98

Social Media Management Engagement 2024 98

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

CEM 121

CEM NPS 2001 Hotels 121

CSM Magazine

AUGUST 10, 2022

Customer service jobs are one of the most in-demand positions in today’s economy. If you’re new to the job market, this is a great place to start your career! This guide will help you get started on your path to becoming an awesome customer service representative (CSR). Resume Tips.

Customer Service 52

Customer Service Customer Service Representative Customers Retail 52

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. She then advanced through a variety of vertical industries, each time honing her skills. Some Background On Tabitha’s Career.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

CSM Magazine

FEBRUARY 28, 2018

As it turns out, you were made for customer service. However, you’ve enjoyed a high status in your customer service department for long enough – now what? Customer service is an excellent stepping stone to prestigious positions within a business. Debrief with your boss.

Customer Service 40

Customer Service Sales Customers Leadership 40

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Then there was the anticipation of hearing what is new and what advancements are coming for our field. Part I-The Morning Session Keynote. Did someone say 447 days?

Entertainment 98

Entertainment Customer Success Events ROI 98

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Podcast Transcript: Sarah: (00:12) Welcome to the Future of Field Service podcast.

NPS 40

NPS Measurement Net Promoter Score Customer Satisfaction 40

Gainsight

JANUARY 18, 2021

As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. Perhaps, those can become markers along career paths for others. . With over 9,000 customers, they have seen immense growth over the past ten years.

Innovation 52

Innovation Leadership Customer Centricity 2012 52

Kustomer

NOVEMBER 9, 2023

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined.

2023 52

2023 Events E Commerce Blog 52

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. Treat every customer like a house guest. Think through your touch points.

Hospitality 64

Hospitality CEM 2001 E-support 64

Oracle

MAY 4, 2018

From customer service experience to baseball, underdog stories are powerful. A draft pick of the Milwaukee Brewers in 1983 and the New York Yankees in 1982, Morris failed to advance. He left his career as a professional athlete to become a high school teacher and baseball coach. The team won.

Customer Service 40

Customer Service 2001 Sports Poor Customer Service 40

Alliance by IFS

JANUARY 25, 2019

The lack of skilled workers continues to plague service companies, who are scrambling to fill the shoes of retiring baby boomers. The main question for many service organizations is, ‘ How do we do a better job of attracting the next generations of service workers, the Millennials and Gen-Z? Advancement Opportunities.

Download 33

Download Webinar Technology Presentation 33

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Touchpoints vary.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. If you’re on this list and you’d like for us to update your details, please send us a note. Amy Etheridge. Angus Yang. Annette Franz.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CSM Magazine

NOVEMBER 19, 2019

The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business. A recruitment shift is happening in customer services. Direct customer interaction often starts in the contact centre. The challenge is to retain it.

Social Media 40

Social Media Banking Customer Service Feedback 40

Oracle

DECEMBER 19, 2019

There’s no shortage of pet peeves in the field of customer service, both from the professional and the consumer point-of-view. We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe in 2020.

2020 64

2020 Customer Service E-support Poor Customer Service 64

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Responsetek

MAY 3, 2018

The speed of change brought about by technological advances has brought with it certain expectations. One of those expectations is that customers and prospects will have a consistent experience of your brand across all channels, from your website to your customer service center to your brick-and-mortar store.

CEM 40

CEM Insights Omnichannel 2013 40

Kustomer

AUGUST 8, 2022

In this episode of Customer Service Secrets, Gabe Larsen is joined by co-founder of ExecVision Steve Richards, to discuss customer quality and assurance, as well as guidance to provide reps with customer service coaching. Make Sure Your Agents Have the Resources to Improve. Data Is Not The Issue.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

SmartKarrot

MARCH 6, 2023

Role: Head of Customer Success / Client Ops & Delivery Location: London, England, United Kingdom (Hybrid) Organization: ecocareers As a Head of Customer Success or client Ops and Delivery you’ll be responsible for the strategy and day-to-day administration of the Operations & Delivery (Customer Success) team for Zeigo Power.

Customer Success 19

Customer Success Customers User Experience Consumers 19

Alliance by IFS

JANUARY 25, 2019

The lack of skilled workers continues to plague service companies, who are scrambling to fill the shoes of retiring baby boomers. The main question for many service organizations is, ‘ How do we do a better job of attracting the next generations of service workers, the Millennials and Gen-Z? Advancement Opportunities.

Download 20

Download Technology Webinar Presentation 20