Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience? What makes them ideally qualified for the role? Head of Customer Experience Trait No. 1: They have led a successful operation.

2016 231

2016 Customer Experience Chief Customer Officer Presentation 231

Experience Investigators by 360Connext

FEBRUARY 1, 2016

Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […]. The post Are you SURE you’re Hiring the Right person? appeared first on Customer Experience Consulting.

2016 189

2016 Consulting Loyalty Culture 189

InMoment XI

FEBRUARY 12, 2016

take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article. Retail

2016 227

2016 Customer Satisfaction Engagement Article 227

Bill Quiseng

FEBRUARY 1, 2016

This was originally published as a guest post on Shep Hyken’s customer service blog. . There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reeduce one of the most expensive costs in any business – human labor. Banks have replaced tellers with ATM’s, direct deposit and internet banking.

2016 118

2016 Customer Service Banking Hotels 118

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Heart of the Customer

FEBRUARY 17, 2016

Guest post by Brooke Cade. The way we communicate with each other has changed. Digital marketing and social media has transformed our world, the way we gather information and how we engage with each other. Because of this, businesses have had to reevaluate the way they communicate and market to their customers. Millennials are a […]. The post How To Build Stronger Customer Relationships & Why It Matters appeared first on Heart of the Customer. Customer Experience

2016 112

2016 Customer Relationships Social Media Communication 112

Customer Bliss

FEBRUARY 18, 2016

How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”? Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies. She just joined LAUNCH; a start-up devoted to reinventing multi channel consumer experiences.

2016 187

2016 Customer Journey Mapping Multi-Channel Touchpoint 187

Experience Investigators by 360Connext

FEBRUARY 25, 2016

If your customers think you deliver an “average” service experience, there is NO shortcut to getting them to become emotionally engaged, loyal, zealots of your brand. Don’t get me wrong. A well-designed service improvement initiative MIGHT result in a temporary spike in satisfaction scores but won’t produce sustained traffic or protracted revenue increases. This may […]. The post You Can’t Microwave Customer Experience Excellence appeared first on Customer Experience Consulting.

2016 160

2016 Customer Experience Consulting Brands 160

InMoment XI

FEBRUARY 19, 2016

Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” ” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all. View Article. General

2016 200

2016 Reference Article Blog 200

Bill Quiseng

FEBRUARY 15, 2016

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. How can you do it?” ” While I commented within the group, LinkedIn limited the space allowed for the response so I wanted to elaborate here. Here are three low cost ways that have worked for me in improving customer service.

2016 104

2016 Customer Service Hotels Document 104

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AskNicely

FEBRUARY 29, 2016

How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.

2016 111

2016 Culture Net Promoter Score Social Media 111

Customers That Stick

FEBRUARY 25, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques

2016 110

2016 Customers Customer Service Blog 110

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs.

2016 184

2016 Customer Focused Social Media Books 184

Experience Investigators by 360Connext

FEBRUARY 3, 2016

Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively. A new study by Kayako looked into the state of the customer support […]. The post Multichannel Support Will Burn Out your Customer Support Team in 2016 appeared first on Customer Experience Consulting.

2016 154

2016 Consulting Management Customer Experience 154

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InMoment XI

FEBRUARY 19, 2016

Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” ” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all. View Article

2016 200

2016 Reference Article Blog 200

Steve DiGioia

FEBRUARY 2, 2016

you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs. After all the money is spent, the seminars are attended and advice books read, what’s left?

2016 88

2016 Customer Service Seminar Books 88

Michelli Experience

FEBRUARY 2, 2016

There’s accountability and there’s ACCOUNTABILITY. Try this one on for size…. Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? The “tremble effect” seems an apt description of something that a former AT & T Chariman C.

2016 75

2016 Net Promoter Score Healthcare Consulting 75

Customers That Stick

FEBRUARY 4, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-techniques

2016 101

2016 Customer Service Customers Blog 101

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Customer Bliss

FEBRUARY 4, 2016

Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization.

2016 160

2016 Chief Customer Officer Connections Sales 160

Experience Investigators by 360Connext

FEBRUARY 15, 2016

You know the feeling. You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up” box on the form. Or maybe your employees have warned you about the person who has complained to them already and is bringing her concerns up the chain. In any […]. The post 3 Ways to Boost Your Customer Service Listening appeared first on Customer Experience Consulting.

2016 110

2016 Customer Service Consulting Feedback 110

InMoment XI

FEBRUARY 19, 2016

Getting Started with Customer Experience First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” ” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all. View Article

2016 200

2016 Reference Article Blog 200

Experience Matters

FEBRUARY 18, 2016

Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […].

2016 90

2016 Leadership Management Brand Values 90

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Customer Experience

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy – my life did not quite work out like that! I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post.

2016 72

2016 Tourism 2006 2015 72

Forrester

FEBRUARY 23, 2016

CX Pros: What's better than delivering experiences that delight customers? Doing so, while also helping your colleagues feel more engaged with their work. That's a nice thought, and few would dispute the importance of engaging employees to deliver better experiences. In fact, most execs have internalized the ideas laid out more than 20 years ago in the service-profit chain theory, that employee satisfaction leads to customer loyalty, which in turn leads to profits.

2016 72

2016 Engagement Loyalty Customers 72

Customer Bliss

FEBRUARY 15, 2016

I recently got back from speaking at a conference where I met with many CMOs of the worlds’ largest companies. Customer experience is a priority to all. The question we discussed was; could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? In other words, can the CMO also be the CCO? The Answer Is “Yes, However…”.

2016 141

2016 Leadership Customer Experience Design Culture 141

Beyond Philosophy

FEBRUARY 10, 2016

When Rafat Ali, CEO and Founder of Skift, went to book a trip one morning, he was prepared. He knew he needed patience and perseverance to book travel online. What he wasn’t prepared for was the hostility he encountered from various travel entities, including Delta and Avis, to name a couple, or as he later calls it: #hateselling. Hateselling announces there is a problem with your Customer Experience.

2016 104

2016 Travel Hotels Books 104

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