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. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? Get personal with metrics.

Airlines 152

Airlines 2017 Metrics Social Media 152

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

It’s a fact that delivering a great customer experience makes brands’ bottom lines brighter, too. Great customer experience means better business results. Customers will spend more, stay longer and tell their friends about the brand. Customer experience suffers, and customers lose faith in the overall brand.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal. The next goal can be to reduce the number of Detractors. Take Groove, for example.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Regular feedback provides insights into areas of improvement and customer preferences. This alignment helps in making data-driven decisions and fine-tuning the AI strategy.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Customers 62

Customer Bliss

MARCH 29, 2016

To that end, I offer this nine-step action plan for inspiring customer-focused growth in employees. Leading for customer-focused growth must include clarity for employees – beyond identifying what they failed to do. Customers want to see that. It’s a crucial element of customer-focused growth.

Customer Focused 0

Customer Focused Culture Leadership Connections 0

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The Customer Success Community online forum. The 2020 Customer Success Trends Toolkit. The Human Duct Tape Show Podcast.

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. We had a talk with Jim on the future of customer experience and current trends in the field and wanted to share our findings with you.

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

Beyond Philosophy

NOVEMBER 30, 2023

The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning. So, that profit analysis skill set is another crucial area when building a program that will get the whole company to embrace the customer.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart? Did we find out?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

JANUARY 17, 2017

Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. He had to present a proposal for his first 90 days in the role. Lead Transformational Change in a highly change fatigued organisation, revitalising employee and customer focus while driving major process reform programs.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Lumoa

APRIL 1, 2020

Even if you are already using one or more existing strategies, understanding how they interact with each other within a customer insight strategy can help individual teams make even more customer-focused decisions. Those decisions then funnel up to impact key metrics like retention and customer value over time.

Customer Insights 83

Customer Insights Insights Customer Journey Mapping Net Promoter Score 83

CloudCherry

JANUARY 21, 2020

By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics. Identifying essential CX metrics and tracking them regularly can help programs stay on course.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Culture 105

Culture Metrics Workshop Hotels 105

Customer Bliss

APRIL 12, 2019

Monica shares that this system was the core of TECO’s customer services and a project of this magnitude requires about a 12-18 month stabilization period, so she was essentially leading CX for a company that was going to be operating as a new organization. Look at operational metrics and gap analysis. How timely are we?

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale.

Feedback 62

Feedback Social Media Banking Insights 62

BirdEye

MARCH 24, 2023

They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Network with the people in your target market to nurture leads and acquire new customers. These events present ample opportunities to meet potential customers up and close and interact with them.

2023 98

2023 Return on Investment Social Media Sales 98

Customer Bliss

JUNE 6, 2018

The purpose of this work is to galvanize the organization to deliver experiences customers want to have again – to ‘earn the right’ to customer growth. Customer-focused actions are the reactions to survey results, an executive in the field getting direct customer feedback, or a letter that lands on someone’s desk.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Magellan Solutions

MARCH 14, 2023

At present, 1.4 In terms of managing the advisors’ time, this doesn’t mean targeting them against time-based metrics like Average Handling Time (AHT) that can lead to negative behaviors. Instead, we coach advisors to use techniques that improve the customer experience, while lowering AHT naturally.

Call Center 52

Call Center Contact Center Net Promoter Score Multi-Channel 52

Customer Bliss

JULY 21, 2016

If you say “We love our customers!” ” and then you release products before customers have given feedback to make your sales quarter? Well, then … you don’t love customers. You love sales metrics. But it’s very different than being a customer-driven company.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Customer Bliss

SEPTEMBER 26, 2017

By creating a unified focus on the most important asset of the organization – The Customer. Utilizing today’s most useful tools such as Customer Journey Maps, Health Metrics, Customer Advocacy and a holistic Support approach I have been able to deliver consistent results for my employers and most importantly their customers.

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

ShepHyken

AUGUST 27, 2018

Jeff Toister has done the homework and gives us the stats and facts and story behind the concept that a happier employee leads to a happier customer. Nicereply) Providing a mobile app support presents new challenges— troubleshooting for all kinds of devices and it provides an opportunity for big wins. Follow on Twitter: @Hyken.

2018 59

2018 Article Customer Service 2020 59

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart? Did we find out?

Customer Experience 110

Customer Experience Culture Leadership Customers 110

ClearAction

SEPTEMBER 29, 2016

ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI. It helps all marketers to bridge silos and build customer-centered agility. CCXP = Certified Customer Experience Professionals Association.

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66

Bob Hayes

NOVEMBER 5, 2017

In the report, Customer Analytics Best Practices , we showed that analytics leading companies (those who are able to use analytics to gain a competitive advantage) adopted specific practices in their customer programs that aid in the data-to-insights value chain. Use machine learning to uncover customer insights.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

Bob Hayes

NOVEMBER 5, 2017

In the report, Customer Analytics Best Practices , we showed that analytics leading companies (those who are able to use analytics to gain a competitive advantage) adopted specific practices in their customer programs that aid in the data-to-insights value chain. Use machine learning to uncover customer insights.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

CX Journey

MAY 5, 2015

I've been involved in the planning of this event the last couple years; this year, I was tasked with lining up bloggers (in addition to myself) to capture highlights of the presentations and podcasters to get the real scoop from speakers in audio. Let's dive in to her presentation. But…"How do I get my executives on board?"

Government 68

Government Customer Experience Events Presentation 68

Magellan Solutions

AUGUST 4, 2021

At present, 1.4 In terms of managing the advisors’ time, this doesn’t mean targeting them against time-based metrics like Average Handling Time (AHT) that can lead to negative behaviors. Instead, we coach advisors to use techniques that improve the customer experience, while lowering AHT naturally. Real-time customer feedback.

Call Center 52

Call Center Contact Center Net Promoter Score Multi-Channel 52

SaleMove

MARCH 12, 2021

Ignoring the cloud, or currently for customer-focused teams, dismissing the shift to automation and AI-driven technologies can prove to be fatal. Customer care teams that enact new processes to support shifting roles will gain advantage. In some cases, it’s a change in management or an unfortunate shift in priorities.

Contact Center 97

Contact Center Customer Care Innovation Technology 97

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. The excitement was palpable, safety was assured, and the presenters were A-list! Just two years ago (has it really been two years?!), we packed into Moscone Center.

Entertainment 98

Entertainment Customer Success Events Telecommunications 98

NICE inContact

SEPTEMBER 6, 2016

At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center. I hope to meet you there.

Contact Center 48

Contact Center Average Handle Time Insurance Customer Satisfaction 48

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious.

Measurement 70

Measurement Net Promoter Score Metrics NPS 70

delighted

APRIL 7, 2020

Give daily or weekly updates on what you’re hearing from customers, and the actions being taken to address those concerns. Take a break from metrics. Focus instead on how your customers answer your open-ended survey questions. Examples would be email promotions, sales presentations, and social media marketing.

Customer Retention 52

Customer Retention Customer Experience NPS Feedback 52