Customer Bliss

NOVEMBER 6, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The following is a lightly edited transcript of the video below.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

Think Customers

MARCH 21, 2023

Take a pause,” Yousafzai said, “and think about how you are influencing and impacting the work around you and ensure you are making every decision with full responsibility and make sure it benefits and serves everyone fairly and equally.” CX and EX, not one or the other Malala Yousafzai speaks at the Qualtrics X4 Summit.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

Magellan Solutions

MARCH 14, 2023

This view of the contact center as a “cost center” is one that restricts contact centers from providing their best possible service. If your resources are being squeezed, you will inevitably need to lose your headcount. A glimpse of the Call Center Industry The first call center started its operations in the Philippines in 1992.

Call Center 52

Call Center Contact Center Net Promoter Score Multi-Channel 52

SurveySparrow

OCTOBER 7, 2023

Imagine an organization where every individual, regardless of their background, is not just welcomed but celebrated. In a workplace where opportunities are abundant, equity is not just a buzzword and inclusion is a way of life. Intriguing, right? Well, it is not just an alternate reality anymore. What is DEI? So, what does DEI stand for?

Culture 52

Culture Leadership Innovation Feedback 52

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. RESOURCE RECOMMENDED . He’s the police chief of the Mountain View Police Department.

Culture 98

Culture Connections Leadership Communication 98

Oracle

APRIL 2, 2021

Grace comes in when you realize you don’t know what you don’t know, making other’s perspectives and experiences so valuable. “The real challenge is the definition of diversity in the workplace. A commitment to diversity is a complete change in how we view what it takes to be successful as a company.

Leadership 97

Leadership Culture Events Definition 97

Uniphore

NOVEMBER 23, 2021

As Saurabh explains, “We are seeing the actual value is delivering very fast control checks…using smart search, identifying hot points, automating compliance, etc. Another big thing that came out was improving the overall customer experience by understanding sentiment and providing a holistic view of call quality….Instead

Insights 52

Insights E Commerce Average Handle Time Return on Investment 52

Russel Lolacher

SEPTEMBER 20, 2022

A few reasons she is awesome – Keynote speaker and writer through her Brass Tack Thinking brand, she’s got 20+ years of marketing under her belt, she co-authored the book The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social , and she’s got a newsletter called DEAR F **S that I just never can miss.

Culture 111

Culture Books Leadership Employee Experience 111

Magellan Solutions

AUGUST 4, 2021

This view of the contact center as a “cost center” is one that restricts contact centers from providing their best possible service. If your resources are being squeezed, you will inevitably need to lose your headcount. Taking a glimpse of the Call Center Philippines . At present, 1.4 But this is only the tip of the iceberg.

Call Center 52

Call Center Contact Center Net Promoter Score Multi-Channel 52

BirdEye

OCTOBER 24, 2023

By automating internal processes, you can enhance your online presence and improve patient satisfaction without draining valuable time or resources. This blog recaps the discussion, “Harnessing Automation for Effective Reputation Management,” held at Birdeye View 2023. So without further ado, let me introduce our guest.

Healthcare 57

Healthcare Hospitality Consulting Retail 57

SurveySensum

MARCH 28, 2024

Ever find yourself wondering where the day went, your to-do list still staring back, largely unticked? It’s a common student plight. Transforming your work habits can feel like a daunting quest. There’s an art to managing coursework, exams, and, let’s not forget, the all-important self-care. Mastering this delicate balance?

Roadmap 52

Roadmap Feedback Presentation Social Media 52

Kustomer

AUGUST 8, 2022

Throughout his career, Richards has been committed to helping companies continually improve by understanding the data and customer experience. To start the conversation, Richards makes it very clear that companies don’t need more data to offer enhanced effective customer service. Make Sure Your Agents Have the Resources to Improve.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

West Monroe

OCTOBER 19, 2023

Most manufacturers view themselves in the middle in terms of digital maturity. Most manufacturers view themselves in the middle in terms of digital maturity. Despite continuing economic concerns, the pace of digital transformation is not slowing. By one projection , global spending on digital transformation is projected to reach $3.4

ROI 52

ROI Technology Return on Investment 2030 52

Lithium

DECEMBER 21, 2020

One of the biggest pain points our customers were telling us they were experiencing was with the Atlas registration process. The flow is especially useful because it checks whether the user has already registered in real-time or not and can help them reset their password if so. Khoros careers -. Atlas registration assistance -.

Demo 40

Demo Engagement Customer Success Management 40

Stella Connect

OCTOBER 19, 2021

Fast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic number of agents you need to meet demand and service customers effectively ? Consider what could occur if you have too many or too few agents. Erlang C, founded by A.K.

Call Center 52

Call Center Average Handle Time Competitive Advantage Culture 52

Kustomer

MARCH 3, 2022

According to Hunter, data is key to making decisions because it offers unbiased and emotionless information that when utilized effectively, can greatly benefit the company as a whole. In order to correctly use this resource, it is important to automate data availability to save time and talent. Tip 3: Step Outside of the CX Role.

Customer Experience 59

Customer Experience Definition Healthcare Customers 59

ChurnZero

NOVEMBER 24, 2020

Throughout her career as an entrepreneur, Anna has overseen Customer Success at every company she’s founded or led – keeping the function near and dear to her heart. Though subjective (and often unfair or impartial when viewed through one’s own eyes), others’ perceptions of you define how you’re treated. OK, ready for some tough love?

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

ChurnZero

MARCH 6, 2020

So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees. To illustrate this, Franz points to the Service-Profit Chain , a concept proposed by the Harvard Business Review in the early nineties. This calls to mind some classic self-help advice.

Customer Success 69

Customer Success Culture 2025 Webinar 69

Kustomer

FEBRUARY 11, 2021

According to Hunter, data is key to making decisions because it offers unbiased and emotionless information that when utilized effectively, can greatly benefit the company as a whole. In order to correctly use this resource, it is important to automate data availability to save time and talent. Tip 3: Step Outside of the CX Role.

Definition 59

Definition Healthcare Loyalty Sales 59

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. This outlook will not include an analysis of M&A trends. Payment and monetary disruption: the rise of crypto in mainstream banking.

Banking 52

Banking 2022 Financial Multi-Channel 52

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Guiding Customers to Solutions Using Empathy. We need to do something now.’”

Sales 99

Sales Employee Experience NPS Banking 99

Integrity Solutions

OCTOBER 23, 2023

Many people find themselves taking a sales role almost as a layover en route to their “real” career. You need a lot of methodology… you need to pull on every resource available to you to be successful,” she notes. One of the most common pathways into sales is… accidental. You need a lot of support.

Sales 114

Sales Connections Feedback Banking 114

Kustomer

JUNE 18, 2020

His career and company are built upon the idea of customer centricity and other customer service management principles. His career and company are built upon the idea of customer centricity and other customer service management principles. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers.

Customer Journey Mapping 72

Customer Journey Mapping Customer Journey Customer Centricity Customer Service 72

ClientSuccess

JULY 16, 2019

Each day we learn from the trenches what it takes to make clients happy and successful. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Question 1.

Customer Success 41

Customer Success Touchpoint Blog Customer Journey 41

ClientSuccess

JUNE 26, 2019

Each day we learn from the trenches what it takes to make clients happy and successful. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. I strongly believe CSMs should view themselves, and their roles, as strategic consultants. Mentor Questions.

Customer Success 40

Customer Success Marketing Books Sales 40

Stella Connect

MARCH 2, 2018

For growing companies with ambitious customer service goals and limited resources, scaling customer service teams can be tricky. What’s the magic number of agents you need for a team just big enough to meet demand and serve customers well? There’s much more you need to account for to get the number right. Number of calls handled.

Call Center 40

Call Center Average Handle Time Contact Center Culture 40

Stella Connect

MARCH 2, 2018

For growing companies with ambitious customer service goals and limited resources, staffing call center teams can be tricky. What’s the magic number of agents you need for a team just big enough to meet demand and serve customers well? There’s much more you need to account for to get the number right. Number of calls handled.

Call Center 40

Call Center Average Handle Time Contact Center Culture 40

Russel Lolacher

MAY 30, 2022

In this episode of Relationships at Work, Russel chats with author and keynote speaker Gregg Ledermen on how being a good human through knowing your values and embracing your vulnerability can make you a better human leader at work. The balance between results and humanity. The importance of living your defined values. Gregg Ledermen.

Leadership 52

Leadership Culture Books Airlines 52

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? That’s the purpose of VoC.

ROI 54

ROI Feedback Insights Financial 54

Russel Lolacher

AUGUST 1, 2022

Resources Recommended by Stephanie. Resources Recommended by Stephanie. Resources Recommended by Stephanie. In this episode of Relationships at Work, Russel chats with Canada’s first Chief Accessibility Officer Stephanie Cadieux on the importance and benefits of embracing an accessible workplace. Accessible Employers.

Government 98

Government Culture Definition Employee Experience 98

Amity

NOVEMBER 14, 2016

I don’t recommend you limit your search to candidates with only these career backgrounds. Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. Common CSM Backgrounds. Traits and skills to look for when hiring a Customer Success Manager.

Customer Success 95

Customer Success Management Culture Communication 95

Amity

MARCH 5, 2018

I don’t recommend you limit your search to candidates with only these career backgrounds. Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. Common CSM Backgrounds. Traits and skills to look for when hiring a Customer Success Manager.

Customer Success 77

Customer Success Management Culture Communication 77

Kustomer

JUNE 18, 2020

His career and company are built upon the idea of customer centricity and other customer service management principles. His career and company are built upon the idea of customer centricity and other customer service management principles. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Customer Centricity Customer Service 52

Kustomer

JULY 16, 2020

Throughout his career, he’s been committed to helping companies continually improve by understanding the data and the customer experience. To start the conversation, Steve makes it very clear that companies don’t need more data to enhance customer service. Make Sure Your Agents Have the Resources to Improve.

Customer Service 52

Customer Service Call Center Contact Center Sales 52

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. But why is that? The Psychology of the Apology. The Psychology of the Apology. So, what can we learn from the apologies of the past?

Social Media 120

Social Media Brands Advertising Transportation 120

Amity

MARCH 15, 2018

To break this down, begin by writing out the company’s goals; these might range from becoming profitable, making ‘X’ amount of dollars in revenue, or getting acquired. While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for.

Customer Success 69

Customer Success Management Metrics Customers 69

Russel Lolacher

JANUARY 2, 2023

Real experiences good and bad leadership. In this episode of Relationships at Work, Russel chats with six-time best-selling co-author, podcast host and keynote speaker Scott Stratten on the impacts of bad leadership and how unlearning and unleadership (defying traditional norms) is the path to better relationships at work. . Unmarketing.

Leadership 52

Leadership Culture Books Financial 52