CSM Magazine

JULY 20, 2023

Consider the technological infrastructure required to support remote work, including secure network access and reliable communication tools. Communication protocols are vital for maintaining seamless collaboration in a hybrid work environment. Scheduling is another critical aspect to address.

Culture 40

Culture Communication Document Books 40

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Stella Connect

SEPTEMBER 20, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. Those conditions include: Clearly communicating the mission, vision, purpose, and values of the organization. Creating a culture where agents come first. The connection between engagement and performance is real.

Connections 64

Connections Engagement Contact Center Culture 64

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

COPC

JANUARY 9, 2024

Lance Gruner: Our journey is rooted in our core purpose of connecting and powering an inclusive digital economy that benefits everyone. With a global footprint, we sometimes face communication gaps and inefficiencies. Partnering with COPC helped us assess and refine our communications, operations and performance.

Customer Experience 76

Customer Experience Net Promoter Score 2024 Customer Care 76

Alida

APRIL 28, 2016

The saga between the Silicon Valley writer and the marketing automation software company dominated tech publications this month as Lyons’ new book, Disrupted: My Misadventure in the Start-up Bubble , was released. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Engage with empowered employees.

Culture 133

Culture Engagement Books 2013 133

ShepHyken

MARCH 12, 2024

It could be military equipment or comic books. Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. Connect with Shep on LinkedIn. Every company has a personality, and these personalities run the gamut from serious to whimsical. What are the adjectives that customers use to describe you?

Workshop 149

Workshop Advertising Customer Service Training Books 149

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

Culture 65

Culture Customer Experience Definition Leadership 65

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. So treat yourself to a book every quarter. Set a weekly time slot on your calendar to interact with your Slack community friends.

Books 80

Books Blog Management Leadership 80

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ShepHyken

APRIL 26, 2022

The Culture Playbook . How to Develop Workplace Culture Like a Skill. Shep Hyken interviews Daniel Coyle, New York Times bestselling author of The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed. Top Takeaways: Culture is not about words. Top Takeaways: Culture is not about words.

Culture 64

Culture Books Connections Communication 64

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals.

Culture 86

Culture Blog Workshop Communication 86

Lumoa

OCTOBER 24, 2023

One surefire way to deliver happiness to customers is to create a culture of happiness within the company. Heart-Connecting Experiences: Since people tend to make decisions driven by emotion before justifying them with logic, find ways to connect emotionally with customers and create a work culture that allows them to lead from the heart.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Beyond Philosophy

SEPTEMBER 11, 2014

They communicate well. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Colin is an international author of four bestselling books and engaging keynote speaker. That is to say, Amazon has it—and Bank of America doesn’t. They are easy to use.

Banking 138

Banking Culture 2003 CEM 138

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

2021 59

2021 Culture Insights Chief Customer Officer 59

Customer Bliss

MAY 23, 2018

With advice that she says she followed from my book, “ I Love You More Than My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, ” Carolyne says that she truly believes in the importance of connecting your personal self with business self. What does the communication look like?

Sports 197

Sports Customer Experience E Commerce Travel 197

Experience Investigators by 360Connext

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. But here’s the reality: many customer experience programs are set up as reactive, ill-defined, tactics that are not connected to a larger strategy. The entire culture benefits.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

Customer Bliss

APRIL 11, 2018

These actions are explored in my upcoming book, Would You Do That To Your Mother? Here are the six common actions, often bravely undertaken, that you will see throughout the book. Here are the six common actions, often bravely undertaken, that you will see throughout the book. Actions for Hiring and Development Set the Tone.

Hotels 209

Hotels Insurance Books Banking 209

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Unite leadership in customer-asset growth definition and communication.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

ClientSuccess

AUGUST 24, 2018

One of those questions asks, “ What are one to three books, blogs, or thought leaders that have greatly influenced your customer success career, and why? ”. We’ve compiled a list of 11 books frontline CSMs should read right now. 11 Books Frontline CSMs Should Read Right Now. Let’s get started! Company : NarrativeDx.

Books 40

Books Customer Success Management Chief Customer Officer 40

ShepHyken

MARCH 12, 2019

Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. They discuss how having a company-wide culture can lead to better customer service and success for your business. Help them connect the dots between those dreams and job they have with you, and passion and motivation will follow naturally.

Culture 89

Culture Books Feedback Connections 89

Daniel Group

NOVEMBER 30, 2022

His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience. His new book is well worth reading. CX managers regularly connect with frontline (Store & Area Managers). Connecting CX and Marketing—How?

2022 98

2022 NPS Net Promoter Score Presentation 98

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. I agree that in developing a customer-experienced-focused culture, companies must create a set of core company values to rally around.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Experience Investigators by 360Connext

MARCH 31, 2020

Then ask your teams to communicate what’s working and what’s not. Communication, but within limits. Overscheduling communication can lead to extra stress and a lack of time to decompress. Overscheduling communication can lead to extra stress and a lack of time to decompress. Click To Tweet. Click To Tweet.

Customer Experience 162

Customer Experience Communication Definition Customers 162

Help Scout

JUNE 30, 2021

Improvements required in communication, policies, and processes to work well for geo-remote staff also benefit people closer to the core. Broader understanding of different cultures developed by working with people immersed in those cultures. Work hard on asynchronous communication. Make time for real-time connection.

Culture 134

Culture Presentation Competitive Advantage Communication 134

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Focus on the MIT (Most Important Behaviors For Success) The number one cause of a survival mode culture is lack of clarity around what matters most. 5 Ways to Move From Surviving To Thriving 1.

Customer Experience 182

Customer Experience Wireless Leadership Books 182

Kustomer

JUNE 7, 2022

These businesses started with the right culture, philosophy, and customer-centric CRM platform. They built their business to connect with customers at scale. Their customer service agents connect on an emotional level with their buyers using whatever channel the buyer selects to educate and foster authentic relationships.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. The internal communications team sends a video of the speech to employees all over the globe. ” This idea of customer-centric culture is more than an idea. Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. While it can be an exercise in creativity to rethink the ways in which your team can maintain a strong work culture digitally, it’s not impossible.

Engagement 100

Engagement Books Events Financial 100

Quadient

JANUARY 21, 2022

Organizations engaging in personalized communications are seeing great results across the entire customer lifecycle; particularly, an increase in engagement. These insights will establish customer-centric goals to start mapping the best real-time communications to send to meet their ‘specific demands’. .

Insurance 52

Insurance Customer Experience Customer Journey Mapping Customer Centricity 52

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Qualtrics

MAY 15, 2019

In the latest installment of our Employee Experience Visionaries series, we hear from Geoff Ho , PhD, Director of Organization Development Research at Rogers Communications about: How his team uses “experience” and “operational” data to tackle employee engagement, performance, & turnover. Over to Geoff! They are the source of innovation.

Innovation 39

Innovation Communication Employee Experience Competitive Advantage 39

Stella Connect

NOVEMBER 16, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. Recognition needs to be baked into your culture. Well, culture is defined as values + behaviors, so recognizing employees based on living the core values is the first step in that direction. How do you do that?

2021 100

2021 Definition Culture Employee Experience 100

Quadient

JANUARY 21, 2022

Organizations engaging in personalized communications are seeing great results across the entire customer lifecycle; particularly, an increase in engagement. These insights will establish customer-centric goals to start mapping the best real-time communications to send to meet their ‘specific demands’. .

Insurance 52

Insurance Customer Experience Customer Journey Mapping Touchpoint 52

Customer Bliss

OCTOBER 4, 2018

When Karen first joined, she was introduced to the teams by the airport director but wanted to maintain a personal connection to the employees and the work by explaining her approach, which she viewed as follows: Don’t just change things, be thoughtful in your approach. In my book, “ Would You Do That To Your Mother ?”,

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176