InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. This strengthens brand connection and creates a customer-centric culture.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management ROI Effort Score 62

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . So, for every key meeting we want to give leaders this fearless, simple metric of our ability to earn this and grow this asset. ” Did You Honor Your Customer?

Metrics 195

Metrics Chief Customer Officer Customers Leadership 195

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. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE.

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

OCTOBER 8, 2015

Is your leadership team united in focusing on customer asset growth? Take these actions in unison across the leadership team. It connects the customer experience work to the higher purpose of the business. Deliver united leadership communication that focuses on “Customers as Assets.”

Leadership 174

Leadership Measurement Metrics Customers 174

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Despite this, only a fraction of those women make it into leadership positions — 48%, to be exact.

Leadership 90

Leadership 2021 Webinar Customer Service 90

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Look for ways to connect those dots first. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been. Communicate.

2020 250

2020 Net Promoter Score ROI Metrics 250

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Her Great Grandmother was a Wyoming homesteader.

2023 207

2023 Contact Center Leadership Hospitality 207

ShepHyken

MAY 13, 2024

Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. My Comment: I enjoy articles on customer service metrics. Connect with Shep on LinkedIn. What Is Churn Rate?

Article 74

Article Customer Service 2024 Loyalty Programs 74

Zeisler Consulting

FEBRUARY 4, 2021

Y’all know I’m a big fan of metrics. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. So yea, I dig numbers.

Metrics 81

Metrics Contact Center Measurement Insurance 81

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. Moving from metrics to insights means examining what caused that uptick. Predictive analyses?

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. Establish the metrics and milestones you’ll track to know if those efforts were successful. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Personalize your communications.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . Metrics tools are great but don’t forget about the human element. 7 Customer Experience Insights You Can Apply to Your Organization. A holistic approach is required to get real results.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). See it here: Most important aspect of this work stream: you absolutely have to align the senior leadership team before you do anything else. There’s an example of a silo issue that she is working to connect.

Retail 0

Retail Leadership Customer Experience White Paper 0

Customer Bliss

MAY 4, 2017

They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. Do you agree? Dashboards!

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Elevate customer growth/loss as a success metric of the business.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 1 – Look Deeper than Surface-Level Metrics. 2 – Connect ROI to Growth. CX #Leadership Click To Tweet.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience Leadership Measurement 245

Horizon CX

JANUARY 2, 2024

It’s rooted in basic and effective communication. It refers to the practice of providing feedback or acknowledgment to ensure that a message or communication has been received and understood. It is a fundamental aspect of effective communication that helps in confirming mutual understanding and preventing misunderstandings.

Metrics 52

Metrics Communication 2024 Feedback 52

Customer Bliss

NOVEMBER 29, 2016

A master communicator, Peeples works to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Establish baseline metrics for defining performance. Clarify vision and communicate. Metrics measurement improvement. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture 2019 Contact Center Leadership 244

Experience Investigators by 360Connext

MARCH 23, 2021

She said it helped her stay connected to the real issues their customers were facing, and helped her team understand how their roles were connected to these outcomes. Metrics are often used to punish employees. That’s why communicating often and positively about the behavior you WANT is so important.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Experience Investigators by 360Connext

OCTOBER 13, 2020

Reactive CX: Metrics are Measured for Measurement’s Sake. Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself. ” The power of these metrics, of course, is in the insights they provide. These are the questions metrics need to prompt.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Lumoa

OCTOBER 24, 2023

A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. Nature Being connected to nature promotes a feeling of holistic well-being.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Playvox

FEBRUARY 13, 2024

Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader. It’s a cost-effective coaching technique, and it communicates to top-performers that their expertise and talents are recognized and valued. The gamification software Kahoot!

Contact Center 88

Contact Center Measurement 2022 Culture 88

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. Shift Success Metrics to Growth or Loss of the Customer Asset.

ROI 135

ROI Customer Experience Leadership Metrics 135

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Customer Success, Support, Service/Solution Delivery Executive Leadership.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. your CX foundations. That’s not true.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Customer Bliss

APRIL 27, 2016

Empathy, or your ability to connect with others. But if you want to improve listening skills — of your leadership, or your team, or another subset — towards customer growth, how do you do that? Improve Listening Skills: Your Company’s Leadership. The Forbes list is a bit more functional and moment-by-moment.

Leadership 173

Leadership Social Media 2016 Customers 173

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Michael Lowenstein, Ph.D., Its foundation of employee satisfaction is built on shifting sand.

Connections 68

Connections Engagement 2012 Definition 68

CloudCherry

JULY 31, 2019

It may take intense relationship building and a dedication to communicating CX results. In time, as CX proves its merits, a path to centralized CX leadership will become available. He or she knows how to connect vision to reality and equips the visionary with words to tell the CX story. That will win you support and buy-in.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics Innovation 247

Customer Bliss

MARCH 15, 2019

Chelsie talks to me about defining her role as the SVP of Customer Strategy and how she worked with senior leadership and her team of account managers to improve employee experience, create a customer journey map, and understand customer churn. . Make Your Dashboard Metrics About Human Beings, Not Just Revenue.

Customer Journey 162

Customer Journey NPS Leadership Customer Journey Mapping 162

ijgolding

JULY 4, 2017

. ‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work?’, For reasons unbeknown to me, the fact that Amazon have 14 leadership principles had completely passed me by. Leaders create and communicate a bold direction that inspires results. Bias for Action.

Leadership 61

Leadership Customer Centricity Fashion Retail 61

Russel Lolacher

MARCH 29, 2022

It needs to be treated as importantly as any other public communications channel, and sometimes more so. Traditional communications will continually take priority, time and resources over your social media program if you don’t identify the barriers to be taken seriously. Connect the dots for them.

Social Media 98

Social Media Leadership Communication Culture 98