Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. What the organisation is measuring. FULL TRANSCRIPT OF VIDEO DISCUSSION. So, we’re on the same page.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Experience Matters

NOVEMBER 14, 2014

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. To measure the effectiveness of Amazon.com’s customer service, the company asks a simple question: “Did we solve your problem?” It was an excellent event. The answer to that question is the only key metric.

Customer Connectedness 123

Customer Connectedness Brand Values Leadership Customer Centricity 123

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

OCTOBER 14, 2014

Change takes focused leadership. Related: The Untapped Value of Employee Engagement (Infographic) ). That’s why Cannon is so proud of MBUSA leadership academy. Instead of satisfaction, MBUSA wants to delight To measure this objective, MBUSA is changing its metrics to include Net Promoter Score within a basket of other metrics.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

BirdEye

OCTOBER 6, 2023

This constant threat to your brand’s name is known as reputational risk. We will break down how to measure reputation risk, strategies for identifying vulnerabilities, and what you can do to protect your reputation in this blog. How to measure reputational risk? Table of contents What is reputational risk?

Social Media 57

Social Media Airlines 2009 Financial 57

Lumoa

FEBRUARY 9, 2023

Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Great companies have employees that understand and embrace their role in delivering on brand promises. ” Growth is an Outcome.

Customer Connectedness 98

Customer Connectedness Brand Values Metrics Brands 98

Eptica

APRIL 25, 2018

The scale measures how companies approach customer experience , the level of senior management involvement in decision making, how they interact with and listen to customers, and use their feedback to drive change. Purposeful Leadership: Operate consistently with a clear set of values. Share this page on: Tweet.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Wootric

SEPTEMBER 17, 2020

Set clear metrics and use hard data to measure customer experience management. Firm and open leadership. Much is often made of the importance of purposeful and strong leadership in business, and there’s little doubt that this can make a huge difference. Strong brand values. Be prepared to engage. Employee buy-in.

Customer Experience 71

Customer Experience Leadership Consumers Customers 71

CSM Magazine

JUNE 10, 2022

It’s a near certainty that the true extent of the problem is severely under measured. These solutions will ensure a difficult experience for fraudsters while maintaining a positive authentication experience for customers — thus laying the foundation for greater trust, enhanced brand value and market share growth.

E Commerce 52

E Commerce 2021 2020 Social Media 52

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Human Resources Participation. Customer experience'

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

ReviewTrackers

AUGUST 10, 2017

But if you come to think about it, employee reviews can be good for your business and employer brand. Employee Review Sites Help You Measure and Improve Employee Experience. Employee Review Sites Can Help You Build a Compelling Employer Brand. Provide information about your organization, leadership, and employee benefits.

Leadership 77

Leadership Hotels Feedback Customer Centricity 77

CustomerSuccessBox

DECEMBER 14, 2021

It would be the goal of CS to drive value and find opportunities to expand revenue, once the customer is handed over. Measuring the leading indicators and metrics is one of the ways to make that shift. Optimize the CS by measuring Customer Lifetime Value (CLV), upsell rate, and revenue growth through customer advocacy as well.

Customer Success 52

Customer Success Touchpoint Customers Metrics 52

CX Journey

NOVEMBER 25, 2014

He again shared his thoughts on the numerology, as well, this time, obviously focusing on 15: In numerology 15 is the combination of the number 1 (representing leadership and forward movement) and the number 5 (numeric for business and finance), thus 15 becomes the fusion of leadership and forward momentum for brands and marketers.

2015 68

2015 Brands 2014 Retail 68

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Voice of the customer programs (including NPS), are a mainstream component of most CX programs.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

CSM Practice

DECEMBER 19, 2021

Irrespective of your selection, the technology should help you measure the metrics that matter the most like: Net Retention Rate . Customer lifetime value (LTV). Sales, marketing, leadership, and support use the platform religiously. As a customer retains, revenue increases, brand value increases and thus fuelling upward growth.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

BirdEye

FEBRUARY 28, 2023

They’ll also make sure all posts, comments, and interactions align with your company’s brand values and goals. Better yet, a social media expert has various tools that can track and measure the success of current social media campaigns. They can then use this data to draw out future strategies and content creation.

Social Media 98

Social Media Management Engagement Brands 98

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. There is an amply proven, powerful linkage between employee commitment to the company, the brand value proposition, and the customer and their employers’ actual business (financial) and marketplace outcomes, particularly where CX is concerned. Michael Lowenstein, Ph.D.,

2006 68

2006 2012 Consulting 2017 68

CX University

OCTOBER 19, 2017

How is quality and testing assurance being measured? In fact, as Fast Company has noted, it truly was a crisis of leadership: their mobile silo head was aware of battery issues and rushed ahead with production anyway, likely to hit a KPI number. We need a better metric to measure it. How it is tested?

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Stella Connect

JANUARY 4, 2022

Align customer service training with brand values and goals. It’s not enough for your frontline organization to be aligned to your company’s values. Each individual agent on your team needs to be bought in on your company’s mission and vision, as well as your brand identity. Measure program outcomes.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. Image by Retently.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Stella Connect

APRIL 17, 2018

Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Align customer service training with brand values and goals. If brand guidelines seem arbitrary, it will be harder to get your agents’ buy-in.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

SurveySensum

FEBRUARY 10, 2022

That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. . NPS was built to measure customer perception of the brand, not the interaction.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52

SurveySensum

FEBRUARY 3, 2022

That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. . NPS was built to measure customer perception of the brand, not the interaction.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52

BirdEye

FEBRUARY 23, 2024

A company’s external communication shapes its public image and brand reputation through press releases, marketing campaigns, customer service, and investor reports. An enterprise can optimize its external communication by aligning it with its brand values, ensuring consistency and authenticity.

Communication 62

Communication Multi-Channel Culture Social Media 62

Stella Connect

APRIL 17, 2018

Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Align customer service training with brand values and goals. If brand guidelines seem arbitrary, it will be harder to get your agents’ buy-in.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. Image by Retently.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Kustomer

FEBRUARY 18, 2021

I was going to ask, I think one of the things you mentioned is about the brand value or brand promise that people call it. I think one of the things I see as a challenge is people create these values. We need to know if we’ve got the right measurements and metrics in place to answer the question.

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

CustomerSuccessBox

DECEMBER 3, 2021

Customer conferences, conference travel (if applicable), leadership meetings (both internal to CS and broader) As leaders, you should be thinking about how productivity and quality can be improved in a way that contributes to the growth and, at the appropriate time in the growth cycle, profitability.

Customer Success 52

Customer Success ROI Travel Presentation 52

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

2017 75

2017 B2C 2016 B2B 75

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

2018 58

2018 2017 B2C B2B 58

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

2017 48

2017 B2C 2016 B2B 48

ChurnZero

SEPTEMBER 28, 2018

In this webinar we learned how to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing Support costs through Customer Education. . Earlier this week we hosted a well-attended webinar on – Customer Education: The Secret to Scale in Customer Success. .

Customer Success 40

Customer Success Webinar Customers E-support 40

Qualtrics

JANUARY 23, 2020

For one thing, it can increase revenue and build brand value. As with any major program, it’s important to secure buy-in from senior leadership for your new CSR project. Know how you’ll measure success. Define the KPIs and metrics you’ll use to measure progress against your goals. Why the investment in CSR?

2025 26

2025 Consumers 2011 Definition 26

Qualtrics

SEPTEMBER 11, 2019

“It’s important to communicate and embrace a consistent set of brand values,” Aimee says. Those brand values are the heart of your customer experience strategy. Brand values define as an organization how you want to treat your customers. But this isn’t enough.

Customer Centricity 38

Customer Centricity Culture Brand Values Webinar 38