Joe Rawlinson

AUGUST 15, 2018

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones. To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience.

Customer Satisfaction 88

Customer Satisfaction Customers Brands Customer Care 88

Retently

JULY 25, 2018

Companies that provide poor customer service can lose up to $75 billion – all because their clients don’t get the satisfaction and experience they want, which is usually because no company department is assigned to manage this business aspect. Customers Are More Than a Source of Income. “It

CEM 97

CEM Customer Experience Social Media NPS 97

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Lithium

DECEMBER 28, 2020

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. I wouldn’t fault you for thinking it was for the breakfast tacos; they are mighty good. Everyone came to discuss the state of the union for digital customer experience today.

Engagement 52

Engagement Social Media 2019 ROI 52

Russel Lolacher

JANUARY 10, 2023

In this episode of Relationships at Work, Russel chats with organizational psychologist and SparkPath founder JP Michel on the importance of approaching career planning with a challenge mindset rather than solely on job titles and a “what do you want to be when you grow up” stance. KEY TAKEAWAYS. JP Michel.

Culture 52

Culture Connections 2017 Employee Experience 52

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. You can’t because you’re constantly training new staff. So you never get up to that level of efficiency.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. That’s the true essence of customer service experience.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. What are the causes of this change and how do you keep this from happening?

Culture 105

Culture Metrics Workshop Hotels 105

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. Is our training focused on the key sales success drivers? Several thousand dollars per salesperson is spent annually.

Sales 88

Sales Workshop Culture Leadership 88

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Randall’s key to this is continuous learning and adjusting throughout the entire lifespan of the company.

Customer Experience 104

Customer Experience Customers Multi-Channel Management 104

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. This is just as important as CX in many ways.

Sales 99

Sales Employee Experience NPS Banking 99

Kustomer

SEPTEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. Put the Customer at the Center.

Contact Center 98

Contact Center Metrics Measurement Customer Experience 98

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. Why are you doing the training? What will be different as a result?

Sales 52

Sales Culture Management Leadership 52

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. I wouldn’t fault you for thinking it was for the breakfast tacos; they are mighty good. Everyone came to discuss the state of the union for digital customer experience today.

Engagement 40

Engagement Social Media 2019 ROI 40

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. I wouldn’t fault you for thinking it was for the breakfast tacos; they are mighty good. Everyone came to discuss the state of the union for digital customer experience today.

Engagement 40

Engagement Social Media 2019 ROI 40

SurveySensum

MAY 20, 2020

It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. Empathy and Emotions will be key behavior and brands focusing on these will sustain the crisis and would come stronger and survive in the new world.

Customer Experience 52

Customer Experience Social Media Banking Healthcare 52

ProProfs Chat

JANUARY 31, 2020

Walmart ’s customer support was questioned when a customer pointed out a discrepancy in online and in-store product pricing. Walmart wasn’t at fault; however, they didn’t understand the importance of customer experience and the magnitude of loss they risked in this case. Must-have Customer Service Skills List.

Customer Service 52

Customer Service Customers Social Media Poor Customer Service 52

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees.

Net Promoter Score 52

Net Promoter Score Hospitality Customers Consulting 52

Kustomer

FEBRUARY 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. John currently serves as Vice President of Operations at Mercy , providing exceptional customer and patient service.

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Customer service is still a relatively new department and career path. The Need for a CX Change Coalition.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Russel Lolacher

MARCH 6, 2023

” Patti Temple Rocks FULL TRANSCRIPT OF INTERVIEW Russel Lolacher And on the show today we have Patti Temple Rocks. .” ” Patti Temple Rocks FULL TRANSCRIPT OF INTERVIEW Russel Lolacher And on the show today we have Patti Temple Rocks. Russel Lolacher Pleasure to have you here. And here is why she is awesome.

Books 98

Books Definition Advertising Leadership 98

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2.

2015 40

2015 Customer Experience Social Media Multi-Channel 40

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers.

Call Center 76

Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers.

Call Center 76

Call Center Workshop Customers Insurance 76

Integrity Solutions

MAY 23, 2023

Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. In addition to making the sales environment more challenging, these variables have made the competition to win new customers that much fiercer. Why Is Sales Prospecting More Important Than Ever?

Sales 92

Sales Connections Social Media Communication 92

Russel Lolacher

JANUARY 2, 2023

KEY TAKEAWAYS. My problem is when you (leaders) assume you do know, or when you assume you’re better. Because you’re not.” Happy milestone, by the way this year. Thank you, thank you. Google Podcasts. Real experiences good and bad leadership. ” Scott Stratten.

Leadership 52

Leadership Culture Books Financial 52

Michel Falcon Experience

MARCH 28, 2016

Are you interested in keynote speaking, growing your business or learning methods to getting hired for large scale events and conferences? Maybe you’re a conference planner and you want to get a behind-the-scenes glimpse into how keynote speakers prepare for such events? Are you able to deliver value, inspire and educate?

Events 60

Events Presentation Engagement Books 60

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. Customers don’t have time for that anymore and frankly, neither do your agents.

Contact Center 105

Contact Center Omnichannel Consumers Article 105

Comm100

NOVEMBER 8, 2017

So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? Customer service can require a lot of it.

Customer Service 42

Customer Service Average Handle Time Download Communication 42

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

DECEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Greg Segall , Sean MacPherson , and Vikas Bharmbri to exchange views on the personal experience movement. Learn how these leaders relate to their customers on a deeper level by listening to the podcast below.

Loyalty 64

Loyalty Definition Connections B2B 64

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. You can see the very surprising results below.

Customer Experience 130

Customer Experience Customer Centricity Net Promoter Score Feedback 130

West Monroe

SEPTEMBER 14, 2022

For those that have long struggled with digital transformation, that will mean digging themselves out of old code and fragile legacy applications—all while keeping the business running and not disrupting customers. But investment requires more than tech improvements and spending.

Healthcare 52

Healthcare Document Insurance Innovation 52

Kustomer

JULY 22, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by CMO of Unbabel, Sophie Vu. Sophie has years of experience in the CX realm and shares her secrets to keeping up with the modern customer by moving beyond language barriers.

Customer Satisfaction 98

Customer Satisfaction Customers E Commerce Brands 98

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. 5 Ways to Create a Customer Obsessed Brand. A customer obsessed brand starts with personalization. The Me-Economy.

Brands 52

Brands Omnichannel Loyalty E-support 52

Kustomer

DECEMBER 16, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by James Dodkins , who is a retired heavy metal rockstar and CX expert. His experiences touring the world ignited his passion for helping businesses show up for their customers. From Rockstar to CX Expert.

Measurement 98

Measurement Customer Success Communication Customer Experience 98