Eptica

APRIL 25, 2018

Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers. The research found that most organizations struggled with Compelling Brand Values, but that those that did embrace CX saw stronger financial results.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

CSM Practice

DECEMBER 19, 2021

Sales, marketing, leadership, and support use the platform religiously. ROI Growth rate – CEO and CFO are thinking about EBITDA. As a customer retains, revenue increases, brand value increases and thus fuelling upward growth. So you see the impact is immense. Right CS tech can be a game-changer for your business. .

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

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. Emphasize hands-on learning.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

CX University

OCTOBER 19, 2017

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. The open market impact was disastrous in brand value, perception, customer experience and trust. That’s a cornerstone of trust.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

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. Investment in technology.

Customer Success 52

Customer Success ROI Travel Presentation 52

Stella Connect

APRIL 17, 2018

Align customer service training with brand values and goals. If brand guidelines seem arbitrary, it will be harder to get your agents’ buy-in. Include the “why,” or the brand goals and values reflected in the desired behavior, so agents will feel empowered in their role and enthusiastic about representing the brand well.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Stella Connect

APRIL 17, 2018

Align customer service training with brand values and goals. If brand guidelines seem arbitrary, it will be harder to get your agents’ buy-in. Include the “why,” or the brand goals and values reflected in the desired behavior, so agents will feel empowered in their role and enthusiastic about representing the brand well.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

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

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. Deliver the brand value. Functional value, emotional quotient, and social value. And as you know referred customers have a 16% higher lifetime value and ROI than others.

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. Deliver the brand value. Functional value, emotional quotient, and social value. And as you know referred customers have a 16% higher lifetime value and ROI than others.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52