Beyond Philosophy

APRIL 3, 2016

CMC Thought Leadership Principal, Beyond Philosophy. After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems.

Customer Satisfaction 92

Customer Satisfaction B2C Banking B2B 92

CSM Magazine

JANUARY 27, 2021

By offering fully customizable blinds online, comprehensive customer support, installation, and after-sales care, Blindster has built a loyal customer base and is uniquely positioned to maintain its lead in the window treatment space – whatever challenges may follow. As the pandemic unfolded, Kyle took on a servant leadership role.

Customer Satisfaction 52

Customer Satisfaction E-support Retail 2010 52

CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction.

Leadership 68

Leadership Insurance Engagement 2018 68

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

TechSee

NOVEMBER 10, 2020

or customer satisfaction was negatively impacted (less hours + limited staff = unhappy customers). How to Reduce Customer Service Costs Sustainably. Today’s customer service organizations face an even greater period of uncertainty and economic downturn.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

BirdEye

DECEMBER 8, 2023

Customer satisfaction: This is about how well your company meets the needs and expectations of your customers. Leadership and management: It’s about how good the leaders at the helm are at leading the company, their vision, and how they come across to the public. Reputation Management Consultants 6. Reputation X 7.

Management 113

Management Social Media Brands Consulting 113

Beyond Philosophy

AUGUST 30, 2016

CMC Thought Leadership Principal, Beyond Philosophy. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration. The post Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Experience Investigators by 360Connext

FEBRUARY 9, 2015

Mention customers in your KPI’s. Profit and revenue and new customer growth are important numbers to track, but it’s vital to include items like customer lifetime value , customer satisfaction and/or Net Promotor Score. The right way to track customer metrics can vary from company to company.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Beyond Philosophy

APRIL 5, 2019

Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle.

Culture 112

Culture Leadership ROI Consulting 112

SmartKarrot

DECEMBER 12, 2023

In the rapidly evolving landscape of the tech industry, the role of Customer Success (CS) has gained significant prominence. Navigating the Landscape of Customer Success Rohan initiates the conversation by exploring who should consider a career in Customer Success.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX programs require strategy and leadership from the top.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

ChurnZero

FEBRUARY 4, 2022

Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. We cover: How does customer success work with investors? Customer satisfaction.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Magellan Solutions

MAY 20, 2024

Service that varies from customer assistance to lead generation and technical support. It focuses on long-term client relationships and the creation of high customer satisfaction. The services provided are fully staffed with customer acquisition, retention, and support, thereby promising clients optimal results.

Call Center 52

Call Center 2024 Innovation E-support 52

One Millimeter Mindset

AUGUST 23, 2018

Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do management and leadership address these factors with you? Not how awesome the pre-sale activities and customer courtship are.

Customer Retention 133

Customer Retention Workshop Measurement Sales 133

Bill Quiseng

DECEMBER 13, 2021

If you’re looking for more information about customer retention, the visual below debunks some customer service myths to set you on the right path for long-term growth. Along with consulting on content strategy, she creates effective how-to and thought leadership content for several B2B and B2C companies.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

CSM Magazine

FEBRUARY 14, 2023

Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. Waterfield Tech , a leading global customer engagement solutions provider, today shared business growth highlights for 2022.

2022 52

2022 Contact Center Competitive Advantage Omnichannel 52

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

SurveyGizmo

NOVEMBER 5, 2021

Third-party data on customer attitudes, purchase preferences and digital actions. IoT data collected in store or on location regarding customer health, usage, and sentiment. Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). Social media activity.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

CSM Magazine

OCTOBER 18, 2022

Orstad will spearhead Calabrio’s global professional services and customer support teams. We know when our customers succeed, we succeed. Calabrio is leading the charge in removing the roadblocks our customers face and enabling the contact centre to be the brand guardians that they are meant to be. About Calabrio.

Customer Success 52

Customer Success E-support Contact Center Customer Service 52

Beyond Philosophy

APRIL 15, 2019

She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership.

Culture 114

Culture Customer Service Leadership Airlines 114

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? CS teams are increasingly involved in the entire customer journey, not only shaping the customer experience but directly influencing revenue outcomes through renewals, upsells, and cross-selling.

2024 52

2024 Customer Success 2023 Leadership 52

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

He promotes the idea of becoming more customer-focused. Then he scolds his people when metrics like Net Promoter Score (NPS) or Customer Satisfaction go down. But saying “we have to be more customer-centric” simply doesn’t work. ” says Marcus. And that’s all.

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

Maz Iqbal

SEPTEMBER 17, 2014

And the surveys suggest that Interlodge’s customer satisfaction levels are well below where they should be. So the hotel managers acted on the one measure that they felt they could make an impact on: customer satisfaction levels. It looks like they hired a bunch of smart consultants. Over to you.

Customer Centricity 100

Customer Centricity Hotels Customer Satisfaction Consulting 100

CSM Magazine

OCTOBER 18, 2022

Orstad will spearhead Calabrio’s global professional services and customer support teams. We know when our customers succeed, we succeed. Calabrio is leading the charge in removing the roadblocks our customers face and enabling the contact centre to be the brand guardians that they are meant to be. About Calabrio.

Customer Service 52

Customer Service E-support Contact Center 2022 52

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Diane Haluszka, Director Customer Service, PVH Corp (Tommy Hilfiger/Calvin Klein). Laura Hayes, VP Customer Operations, Momentive. Can’t join live?

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. In addition, the merger reduces the competitive field, which is never a great thing for customers. I am a customer of Bright House. They are not a customer-focused operation. So changing the name will have no effect.

Customer Centricity 112

Customer Centricity Consulting Leadership Customer Satisfaction 112

Experience Investigators by 360Connext

OCTOBER 26, 2017

First-hand customer stories help others internalize what needs to change. Many leadership teams only explore the buyer’s journey, not the overall customer journey. ANY consistently measured score, whether it’s Customer Satisfaction ( C-Sat) or Net Promoter Score (NPS), or some combination of things, is better than nothing.

Net Promoter Score 231

Net Promoter Score NPS Customer Centricity Leadership 231

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

CustomerSuccessBox

SEPTEMBER 20, 2021

Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Your brain won’t allow you to see it or truly FEEL it as your customers do. Their leadership team is made up of people who are working together and leaving egos at the door.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Second to None

AUGUST 9, 2018

Utilize programs like mystery shopping or voice of customer surveys along with competitive benchmarking to get an accurate understanding of your brand performance, in comparison with the industry you encompass. An organization’s NPS is a quantifiable way to measure customer satisfaction rates.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

ShepHyken

MARCH 31, 2020

Employees must also have an understanding of the customers they serve. Management must create the system and processes that allow employees to deliver to customers. Delivering these three things consistently is what creates customer loyalty. The biggest driver of customer satisfaction and loyalty is just being nice.

Hotels 65

Hotels Customer Satisfaction Loyalty Leadership 65

Beyond Philosophy

JANUARY 10, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior.

Travel 60

Travel Leadership Culture Consulting 60