ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. That is what customers reward. What is a value chain?

ROI 48

ROI B2B Metrics Culture 48

Myra Golden

JUNE 2, 2016

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan. Myra Golden. Myra Golden Media.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Myra Golden

FEBRUARY 14, 2017

Unwilling to help, the waitress says, “Do you want to talk to a manager?” I share several proven de-escalation strategies that will de-escalate volatile customers. When the customer came back with the request a second time, the waitress simply repeated what she could not do. Only what’s on the menu.” Limited choices.

Webinar 77

Webinar Workshop Events Hotels 77

Myra Golden

JULY 9, 2017

I remember being a new manager preparing to deliver bad news to a group of executives. Thrilled with the results I got in that meeting, I shared the 3 steps with my employees who worked in customer care. I thought the steps could help them pre-empt escalations with our difficult customers, and they did!

Insurance 65

Insurance Hotels Customers Customer Care 65

Storyminers

JULY 29, 2016

Talk to your customers when they first sign up, talk to them as much as you can while they’re doing business with you, and talk to them when they leave. Managing Director, Brand Dignity. You want to stay on a customers radar screen by providing strategic follow up with relevancy to their interests or purchases. Maciej Fita.

B2C 49

B2C Customer Retention Brands Social Media 49

ClearAction

APRIL 29, 2020

CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

2020 132

2020 Customer Experience Magazine Consulting 132

COPC

AUGUST 16, 2022

Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight. A quality assurance program offers one of the best windows into the customer experience. This survey asks customers detailed questions about their experience.

Customer Satisfaction 76

Customer Satisfaction Metrics Measurement Contact Center 76

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). Cecilia McKenney.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Myra Golden

MARCH 18, 2020

Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. After a lot of failed attempts, I created a framework that got angry customers to back down. You will not be sorry.”.

Seminar 52

Seminar E Commerce E-support Magazine 52

Bold360

DECEMBER 1, 2016

Webb is a certified management consultant who works with the top brands in the world. He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. Angie Stocklin.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Bold360

NOVEMBER 21, 2016

is an online e-learning platform for entrepreneurs, managers, and business-minded people. “Operating our business now for half of 2016, there is one thing that I will definitely want to change going into 2017…” That change is to increase current customer connections and gain feedback directly from our customers. .

2016 111

2016 2017 Customer Experience Social Media 111