Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Try it and see. #cx

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

SurveySensum

FEBRUARY 20, 2024

Because if you don’t know what your customers need and expect, then how would you be able to serve them better? And the best way to understand your customers is by gathering feedback straight from them. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Because if you don’t know what your customers need and expect, then how would you be able to serve them better? And the best way to understand your customers is by gathering feedback straight from them. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySparrow

AUGUST 25, 2023

From the point they hear about your brand from their friends or an online advertisement to the point they sit back comfortably in their homes, thinking about your product, service, or brand, your presence needs to be felt. Customer Feedback and Measurement Now comes the important question. Customer-Centric Culture Ah!

Customer Experience 52

Customer Experience Social Media Feedback Customer Centricity 52

Experience Matters

JUNE 4, 2015

Because the company’s issues have to do more with it’s culture than with the number of people that it employs. The breath of the issues demonstrate a very low level of customer experience maturity across the organization. Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

Customer Connectedness 102

Customer Connectedness Customer Experience 2015 Customer Centricity 102

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. As Peter Drucker once said, “Culture eats strategy for lunch.”

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Article 48

Article Customer Experience 2009 White Paper 48

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Effort Metric Expanding. Predictive Analytics Personalizing.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ProProfs Chat

NOVEMBER 9, 2021

Satisfied customers will return to your business more often in the future and are less likely to get defected to your competitors. Your ongoing efforts to keep them satisfied will reinforce their commitments towards your brand values throughout their customer lifecycle. What questions would you like to ask the customer?

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

Stella Connect

JANUARY 30, 2017

While this top-down approach is standard practice for many brands today, it may not be for long. And, in turn, to help shape the brand itself. If an individual is consistently getting poor marks for lack of product knowledge, for example, you can pull him off the floor and give him customized training. It Lowers Churn.

Retail 40

Retail Culture 2016 2017 40

Stella Connect

JANUARY 4, 2022

Rather, keeping a pulse on how your agent is performing (which can inform how they’re likely going to respond to your feedback), and how they’re going to create actionable change in their behavior as a result, is another critical part of coaching. Here’s how to start laying that new cultural foundation, brick by brick. Keep it simple.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Eptica

MAY 17, 2017

Social media means consumers can give instant feedback. People now listen first to their peers rather than brands. This all means that L'Occitane needed to adapt, and adapt quickly, fostering an customer-centric culture at every level, if we wanted to recruit and retain customers.

Net Promoter Score 51

Net Promoter Score Customer Experience Customer Service Representative E-support 51

Stella Connect

APRIL 17, 2018

Base the session on a call you listened to, customer feedback, or other performance data tied to a specific interaction. During the session, it’s fine to remind agents of brand guidelines. Feedback should be clear and succinct so it’s easy to digest. Make customer service training an ongoing effort.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

ProProfs Chat

DECEMBER 12, 2019

Every business aims to be customer-centric now. Only a company that makes its customers’ prime focus can stand out from the crowd and gain recognition. So, if I were to ask you, which brand do you remember that you’d recommend to your friends? Customer support? How do you make your company customer-centric? .

Customer Service 80

Customer Service Customer Experience Advertising Customers 80

Middlesex Consulting

DECEMBER 27, 2015

However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture. A business that can understand its customer’s value chain and then bring its technological competence to bear to deliver value on an on-going basis is going to be successful.

Culture 60

Culture Technology Brands Brand Values 60

Stella Connect

APRIL 17, 2018

Base the session on a call you listened to, customer feedback, or other performance data tied to a specific interaction. Have a specific purpose for each customer service coaching session. During the session, it’s fine to remind agents of brand guidelines. Feedback should be clear and succinct so it’s easy to digest.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

SuiteCX

FEBRUARY 7, 2017

McKinsey research finds that customer journeys are significantly more strongly correlated with business outcomes than are touch points, so be sure to focus on the end-to-end journey (McKinsey CEO Guide To Customer Experience.) . Step 2 – Deliver on the brand promise. How consistent is the brand experience across channels?

2017 45

2017 Customer Journey 2015 Brands 45

SuiteCX

FEBRUARY 7, 2017

McKinsey research finds that customer journeys are significantly more strongly correlated with business outcomes than are touch points, so be sure to focus on the end-to-end journey (McKinsey CEO Guide To Customer Experience.) . Step 2 – Deliver on the brand promise. How consistent is the brand experience across channels?

2017 40

2017 Customer Journey 2015 Brands 40

Kustomer

FEBRUARY 18, 2021

He says: So we’ve got alignment between our brand positioning and the criteria for a selection of our talent, how we onboarded them in a very intentional way to orientate and co-locate them into our cultural values. You’re listening to the Customer Service Secrets Podcast by Kustomer. TRANSCRIPT.

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59