InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ShepHyken

JANUARY 29, 2024

How can leaders support employees in executing customer-centric initiatives? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? Plus, Michael Hinshaw shares insights for his latest book, Experience Rules!

Customer Experience 93

Customer Experience Customer Centricity Culture Leadership 93

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. Should this role be fully in-office, hybrid, or remote?

Call Center 99

Call Center Contact Center Culture Engagement 99

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. I was star-struck.".

Books 266

Books Return on Investment Magazine Culture 266

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Document 358

Document Net Promoter Score Government Leadership 358

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. But only 23% of employees worldwide and 32% in the U.S. Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Many also do so during employee onboarding. But how many actually measure the impact?

Leadership 59

Leadership Culture Competitive Advantage 2024 59

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why?

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights.

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Experience Investigators by 360Connext

NOVEMBER 3, 2020

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

2024 79

2024 Article Customer Service Government 79

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. Step One: Understand.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. Usually, this means they collect all sorts of customer insights through surveys and user reviews to better understand their experience. What Is Customer Experience?

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

BirdEye

SEPTEMBER 12, 2023

Use tools to root out their top-performing posts and analyze them well. Establish and maintain your brand’s guidelines Brand guidelines ensure that your social media content remains consistent and that your employees conduct themselves on social media in a manner that promotes and reflects your brand voice. Which hashtags will you use?

Social Media 105

Social Media Measurement Brands Leadership 105

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

ShepHyken

FEBRUARY 22, 2022

Teaching Employees How to Smile. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. We tend to send an experienced employee out to serve customers without allowing them to take a breath and find out what they need from us as leaders.

Leadership 123

Leadership Culture Customer Service Management 123

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 79

Financial Customer Experience Contact Center Employee Experience 79

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Is it inviting?

Employee Experience 106

Employee Experience Net Promoter Score Leadership Culture 106

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. The leadership is implementing various changes, from adjusting team structures to redefining reporting lines. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication.

Feedback 52

Feedback Leadership Culture Communication 52

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Quite the opposite. Remote work has other benefits as well.

Call Center 124

Call Center 2022 Contact Center Multi-Channel 124

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ever since the beginning of last year, all of us have had to endure this pandemic. Michelli , Ph.D.,

Books 148

Books Leadership Hospitality Consulting 148

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. A customer service manager’s main priority is to retain customers. Leadership might sound elusive, so we’ll break down what we mean.

Customer Service 55

Customer Service Management Leadership Communication 55

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. Edwards Deming and Walter A.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ShepHyken

NOVEMBER 16, 2021

Bringing Great Customer Experience Ideas Forward. They are known for practical tools and leadership development programs that stick. Top Takeaways: Employees have great ideas on how to improve customer experience and leaders want them. So, why do employees hold back their ideas? Courageous Culture.

Culture 72

Culture Innovation Leadership Books 72

Customers That Stick

FEBRUARY 18, 2020

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins.

Management 88

Management Customer Centricity Culture Leadership 88

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. However, managing corporate reputation could be tricky for many companies. If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further.

Management 115

Management Social Media Brands Consulting 115

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

2024 52

2024 Culture Feedback Rewards Programs 52

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool.

Metrics 73

Metrics Average Handle Time Definition Measurement 73

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Today, employees fervently believe their own values must align with the company.

Financial 52

Financial Customer Experience Contact Center Employee Experience 52