Alida

SEPTEMBER 20, 2017

According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” The research firm’s Customer Experience Index (CX Index) methodology measures how well a brand’s CX strengthens the loyalty of its customers, and is used to benchmark CX performance at 314 U.S.

Leadership 227

Leadership 2016 Insurance 2017 227

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility. This is brand integrity.

Leadership 62

Leadership ROI 2006 2024 62

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

Management 113

Management Social Media Brands Consulting 113

InMoment XI

MAY 10, 2022

Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. And when issues arise, how can brands reinforce the positive resolution of customer complaints?

Leadership 260

Leadership Culture Brands Interaction 260

BirdEye

OCTOBER 31, 2023

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.

Management 109

Management Social Media Multi-Channel Feedback 109

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Big brands—ones with resources and manpower—were ahead of the game.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Second to None

NOVEMBER 12, 2023

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. Mystery Shopping measures operational standards and brand performance.

2024 62

2024 Measurement Brands Customer Experience 62

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Your Business Development managers may not have considered the bigger picture of success: brand integrity. This is waste!

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

BlueOcean

NOVEMBER 30, 2018

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. Sean has more than 25 years of experience in workforce management and has been with Blue Ocean for the past 12 years.

Management 227

Management Insurance Leadership Customer Care 227

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journey Mapping NPS 110

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. Table of contents What is a social media manager? What does a social media manager do? What does a social media manager do?

Social Media 98

Social Media Management Engagement Brands 98

Second to None

MARCH 18, 2021

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. Mystery Shopping measures operational standards and brand performance.

Measurement 113

Measurement 2021 Brands Customer Experience 113

CSM Magazine

JANUARY 16, 2024

Gabrial Rodriguez Seilhan, Managing Director for Iberia Sabio Group , the global digital experience transformation services specialist, has announced the appointment of a new Managing Director for its Iberian operations. Rodriguez replaces outgoing MD Santiago Martinez, who is stepping down from the position after four years in charge.

Management 52

Management Leadership Consulting Customer Journey 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

ClearAction

AUGUST 9, 2019

3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. For the brand you switched from, which organizational unit was probably the cause of your decision to switch? That’s also easier to manage. (b)

Leadership 74

Leadership Marketing Customer Experience Airlines 74

Integrity Solutions

SEPTEMBER 2, 2022

Nor will they put themselves through the wringer and sacrifice their health and well-being (mental and physical) to take up the slack for understaffed and poorly managed organizations. Like most things that affect your workforce, leadership (and their ability to develop strong, genuine relationships with their teams) plays a crucial role.

Management 115

Management Culture Leadership Engagement 115

CSM Magazine

FEBRUARY 28, 2024

Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. How did we get here?

Leadership 52

Leadership 2024 Innovation 2017 52

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Management 78

Management Leadership Events Customer Service Representative 78

ReviewTrackers

JULY 12, 2018

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding?

Brands 175

Brands Social Media Competitive Advantage Communication 175

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. A customer service manager’s main priority is to retain customers. Leadership might sound elusive, so we’ll break down what we mean.

Customer Service 56

Customer Service Management Leadership Communication 56

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. Connect with Gregg on his platforms: Website. KEY TAKEAWAYS.

Leadership 52

Leadership Culture Books Airlines 52

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. and PracticalCSM. ClientSuccess.

Leadership 59

Leadership Customer Success 2021 2020 59

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Fast forward to today, Carol leads the iconic UPS brand.

2023 207

2023 Contact Center Leadership Hospitality 207

Zeisler Consulting

MAY 9, 2023

But here’s the thing: Recently I had an experience with this brand that was decidedly not luxury in any way whatsoever. But here’s where the experience , or more precisely the Brand Promise intersects with that decision: When I tried to find satisfaction—or even information —with all this, I had far less than a luxury experience.

Brands 72

Brands Technology Leadership Communication 72

ReviewTrackers

JUNE 22, 2020

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding?

Brands 114

Brands Social Media Competitive Advantage Communication 114

Experience Investigators by 360Connext

FEBRUARY 20, 2024

AI has become a staple in major customer interaction platforms, from feedback mechanisms to customer relationship management systems (CRMs). While we may not be directly programming these AI systems, our leadership in how we listen and respond to our customers is pivotal —positioning AI as an invaluable ally in our efforts.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning. But, leaders, take a deep breath!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. and PracticalCSM. ClientSuccess.

Leadership 54

Leadership Customer Success 2021 2020 54

ReviewTrackers

MAY 14, 2020

You can more clearly establish your brand identity. . This is where HootSuite can come in: by organizing your social streams, reducing the clutter, and increasing the efficiency of your branding efforts on social media. You can monitor and manage your online reviews. You can demonstrate leadership and authority. .

Management 123

Management Social Media Leadership Engagement 123

Stella Connect

JANUARY 26, 2022

Listen up, managers. As a result of a high-performing customer service team, your brand will establish a reputation for quality service that keeps customers coming back. As a result of a high-performing customer service team, your brand will establish a reputation for quality service that keeps customers coming back.

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

Customer Bliss

JULY 11, 2017

Her experience spans brand, web, product design, information experience, and business process reinvention. I liked the “suction” term because I’ve always told clients “Don’t be a beggar,” and I think that’s crucial — especially in companies where the CCO role might be a brand new concept.

Leadership 0

Leadership Customer Experience 2013 2011 0