CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. So how should you go about remedying this?

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

CX Accelerator

JUNE 19, 2018

For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

Experience Investigators by 360Connext

NOVEMBER 3, 2020

Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Provide the resources, tools and support employees need.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

InteractionMetrics

DECEMBER 8, 2023

Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which is precisely why you need to know how to get customer feedback. How can we improve?”) It comes in a variety of forms: Survey answers to rating questions (e.g., How can we improve?”)

Feedback 52

Feedback Net Promoter Score Customer Journey Customers 52

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Consider this real-life scenario: I used to have a joke with some colleagues at my first job. Some variation of this statement: Well, I’m wondering how it will affect our costs and budget. Yes but no.

Engagement 179

Engagement Social Media Sales Loyalty 179

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. So how should you go about remedying this?

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

Inbenta

JANUARY 6, 2021

Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or to give interview feedback. So, how do you find the perfect candidate without putting people off? However, when incorporated into the recruitment process, they can make a job more accessible.

Communication 144

Communication Fashion B2C Information 144

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. So how should you go about remedying this?

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

BlueOcean

SEPTEMBER 4, 2019

Which choice is better for your business? How does cost of living hit your bottom line? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those critical frontline interactions with your customers feels like a whole new ballgame. The Impact of Outsourcing on Your Bottom Line.

Contact Center 159

Contact Center Customer Service Customer Care Customers 159

SurveySparrow

NOVEMBER 1, 2021

People lost jobs, companies lost incredible talents, and everything came to a standstill. The job market has picked up again which makes hr influencers really important folks. People want to get back to jobs, but as a better version of themselves. 2020 was a tough year for everyone. Why Follow HR Influencers?

Social Media 98

Social Media Seminar 2021 Blog 98

CSM Magazine

AUGUST 10, 2022

Customer service jobs are one of the most in-demand positions in today’s economy. If you’re new to the job market, this is a great place to start your career! We’ll provide you with tips on how to write a cover letter and resume to maximize your chances, and how to ace the job interview.

Customer Service 52

Customer Service Customer Service Representative Customers Retail 52

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. Do you know how to communicate that and can you really unpack that internal expert that all of us has within ourselves?

Brands 98

Brands Presentation Leadership Communication 98

Beyond Philosophy

AUGUST 11, 2022

Mandy Morgan wrote in with a litany of comments that support how I feel. I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment. Is it me alone?

Airlines 146

Airlines Net Promoter Score Culture Travel 146

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? My Comment: But, are you doing a good job in those (and other areas) of the customer experience? In this article, he discusses how the COVID-19 pandemic accelerated the use of certain aspects of customer service. Here are my top five picks from last week. by GISuser.

2020 156

2020 Article Customer Service Airlines 156

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Consider this real-life scenario: I used to have a joke with some colleagues at my first job. Some variation of this statement: Well, I’m wondering how it will affect our costs and budget. Yes but no.

Engagement 110

Engagement Social Media Sales Loyalty 110

ShepHyken

SEPTEMBER 19, 2017

Judy Hoberman Shares Tips for a Better Customer Experience. Are you looking to deliver a better customer experience? Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience. Then you are in the right place!

Social Media 85

Social Media Books Customer Satisfaction Presentation 85

Thematic

FEBRUARY 11, 2024

An impressive hotel with crazy art and light shows, opulent decorations, non-stop gambling and a Balenciaga store for those few that get lucky. An impressive hotel with crazy art and light shows, opulent decorations, non-stop gambling and a Balenciaga store for those few that get lucky. VIPs saw a show there during the event.

NPS 62

NPS Hotels Events Demo 62

ShepHyken

OCTOBER 25, 2019

Who you hire, then how you lead them. So how can we do it? Use behavioral interviewing. Start some questions with “tell me about a time that you…” the idea is to prompt your candidate to talk about their successes and failures and get a gauge on how empathic they are. Record your interview.

Call Center 76

Call Center Leadership Blog Contact Center 76

Beyond Philosophy

JUNE 11, 2020

We borrowed these from her and addressed how you can overcome them in your own experience. Our need for distraction while waiting explains why the moment you find yourself in lag time, your fingers start twitching for your phone. We do a lot of waiting in our lives. I was in a Starbucks recently. We hate being alone with our thoughts.

Management 161

Management Insurance Document Consulting 161

Russel Lolacher

MAY 1, 2023

she created called “How to Recognize When You’re Being Bullied in the Workplace.” How organizations can work to address bullying. She’s recently facilitated creator workshop called the how to recognize when you’re being bullied in the workplace. Rita Chand Hi, Russel, how you doing? So I had to have her.

Culture 98

Culture Workshop Books Definition 98

Oracle

JULY 20, 2020

Just like the variety of flavors to choose from at an ice cream shop, sales jobs are widely diverse. “It’s important for job seekers to understand their personalities and motivations. There are different types of sales jobs as there are different people. Exceptional salespeople focus on being good people.”

Sales 82

Sales Sports 2020 Retail 82

Andrew Mcfarland

SEPTEMBER 23, 2022

Adding value is another great way to set yourself apart. In addition, you must show integrity, defined as the ability to make good decisions, manage your employees, and communicate your company’s mission and values. Successful business development requires a lot of focus and determination. Soft skills. Negotiation skills.

Customer Satisfaction 48

Customer Satisfaction Document Management B2B 48

Michel Falcon Experience

FEBRUARY 12, 2020

They’re not the same as when you first interviewed with them. Or, they seemed like a great leader during the interview process, you built rapport during onboarding, you were doing well but then, all of a sudden, their behaviour towards you changed. They Cancel (or Don’t Show Up For) Recurring Meetings.

Communication 97

Communication Management Leadership Blog 97

Russel Lolacher

JUNE 27, 2022

How the “Golden Rule” gets in the way of retention. FULL TRANSCRIPT OF INTERVIEW. On the show today why that’s Eric Chester. Welcome to the show, Eric. I had read your book on fire at work, how great companies ignite passion in their people. The seven pillars for a great workplace culture.

Culture 52

Culture Books 2004 Employee Experience 52

ProProfs Chat

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. Is their current job role challenging?

Engagement 105

Engagement Leadership Culture Measurement 105

Beyond Philosophy

SEPTEMBER 26, 2019

In other words, is it better that people are talking about you even if they are saying negative things rather than not talking about you at all? My answer is it depends on how bad it is. Wharton professor Jonah Berger wrote a book based on his research called Contagious, which is about how ideas spread.

Books 110

Books 2002 Sales Entertainment 110

Customer Bliss

MARCH 22, 2018

Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Don’t go into it thinking, how will people know how much work I’m doing? Think about your own CX: How do other people experience you ? Check Your Ego at the Door.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Beyond Philosophy

MAY 30, 2016

1: Dress like my job depended on it. As Customer Experience Consultants, we talk about White Lab Coat moments , which describe how you make a judgment about something based on the appearance of an icon. Even better if you make eye contact (while not fidgeting). Even better if you make eye contact (while not fidgeting).

Social Media 113

Social Media Consulting Communication Books 113

Russel Lolacher

OCTOBER 3, 2022

How do you know when it’s time for a career transition. What you need to have in place before you start looking for your next job. What you need to have in place before you start looking for your next job. How to build your network to help you. FULL TRANSCRIPT OF INTERVIEW. Promotion Career Solutions.

Culture 98

Culture Employee Experience Connections Brands 98

Retently

AUGUST 12, 2020

Besides, there’s plenty of hard evidence proving that happy employees lead directly to better performance and higher profits. Employee Net Promoter System® or eNPS is becoming increasingly popular among different companies, but what is it and how should you use it to boost employee satisfaction? eNPS Methodology.

Net Promoter Score 86

Net Promoter Score Customer Satisfaction Feedback NPS 86

Beyond Philosophy

NOVEMBER 17, 2022

I thought it would be worse (and I’ll explain why), but 42 percent of you thought it would get better. For instance, if you work in a company in northern Europe that provides an alternative to using imported gas, the environment will likely be better. Once those restrictions lift, it might be better there.

Management 78

Management Apparel Books Information 78

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. How do we reframe associated shame and guilt to move forward. How to start conversations with others to open the discussion on imposter syndrome.

Culture 111

Culture Books Leadership Employee Experience 111

Magellan Solutions

APRIL 6, 2017

Applicants to BPO jobs are many, but to hire the right candidates, you need to know which questions to ask during their job interviews. Asking the right call center interview questions can help you filter the right candidates from those who are better suited for other careers. Describe yourself.

Call Center 61

Call Center Culture Presentation Customer Service 61

Russel Lolacher

MARCH 2, 2021

So any chance I get to engage and answer curious questions, the better. Recently I was invited to take part in two interviews, one for CX Buzz and one for CX Quick Tips, where I shared a bit about our team’s work for the BC Ministry of Transportation. This interview was originally posted on CX Buzz. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

GetFeedback

JANUARY 6, 2020

By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future. Using personas, a practice highly recommended by CX experts means multiple journeys should be analyzed. B2C companies sell to consumers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Education Services Group

AUGUST 4, 2021

You can face it head-on, do the work to uncover the reasons your customers churn, and become a better, healthier, more mature company as a result. We wanted to learn how to see beyond surface-level metrics to uncover the real reasons your customers leave. You can’t avoid it. So, what can you do? One is Customer Success.

Metrics 52

Metrics Definition Customer Success Consulting 52

Gainsight

OCTOBER 5, 2020

When Nick Mehta, CEO of Gainsight, interviews company leaders, he often asks them about their favorite games or hobbies. The singer Pink has incorporated it into her show, and Cirque du Soleil has used static trapeze acts for years. Sometimes you find yourself suspended in the air, hanging upside down, secured by a knee or a foot.

Connections 66

Connections E-support Management Sales 66