Customer Bliss

DECEMBER 16, 2014

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. This crucial past experience of many start-to-finish achievements will optimize the customer experience work. The lack of these six skills comprises the execution chasm.

Customer Change 204

Customer Change Metrics Workshop Customers 204

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. In other words, when expectations change, so will the perceived quality and perceived value. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

CX Journey

OCTOBER 5, 2017

I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. I've written a post on that (complacency about metrics), which I'll share in the future. Customers change.

Innovation 51

Innovation Competitive Advantage Metrics Culture 51

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

CX Journey

AUGUST 16, 2016

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.

Leadership 47

Leadership Culture Touchpoint Customer Experience Professionals 47

Chattermill

MAY 12, 2019

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Delivering Happiness underscores the importance of strong company culture, that making employees and colleagues happy will lead to higher engagement and better customer satisfaction. The Everything Store by Brad Stone. The Ultimate Question 2.0

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107