BlueOcean

APRIL 24, 2024

Does your organization have a formal policy covering human rights and working conditions? And how have their efforts shifted as remote work has become more common? What policies do you have in place to prevent discrimination and harassment in the workplace? Check for good practices like whistleblower protection policies.

Contact Center 177

Contact Center Government Measurement Document 177

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

Experience Investigators by 360Connext

JANUARY 18, 2022

Customer experience success requires everyone in an organization to understand what CX success is at this organization, what expectations customers have, and how best to deliver on them. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” This is how the conversation started. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? But we can’t forget to continue to focus on our customers. We got you. And this makes sense.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

BlueOcean

MARCH 14, 2024

We sat down with Director of Strategic Sourcing and Logistics at St. Work backwards if needed. That’s why we put together this fundamental guide to the contact center RFP. In this article, we look at the pros and cons of virtual versus on-site meetings—as well as the best practices for each stage of the outsourcing process.

Contact Center 177

Contact Center Hospitality Article Customer Care 177

Totango

APRIL 4, 2024

We recently fielded this question with our Customer Advisory Board (CAB) revealing a consensus among CS and sales leaders: improving retention rates is the most important business outcome to focus on this year. We’ve set up systems to document what we said we were going to accomplish with the customer in the sales cycle.

Sales 89

Sales Customer Success Insights Webinar 89

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. So we’re trying to balance, one, having a vision for the future. We had our 2020 plans.

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Consider these five ideas: Reliability: First, you want to build a car that works. Alignment: We want to keep the car in alignment.

Customer Experience 88

Customer Experience Customer Service Training Workshop Advertising 88

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” If there were one rule to follow to lose all the weight we wanted or to gain the wealth we wanted for ourselves and our families, we would be ecstatic to implement it, wouldn’t we? It’s hard work.

Presentation 78

Presentation Hotels Culture Sales 78

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. We’ve had some great conversations on the evolution of AI.

Document 111

Document Brands Technology Consumers 111

Beyond Philosophy

DECEMBER 7, 2023

Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. However, I disagree; fewer people work in Customer Experience these days.

2024 88

2024 Customer Experience Workshop Call Center 88

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. This means we can communicate with AI as if we’re conversing with a human, whether through speech or text. Check it out here.

Workshop 88

Workshop Consulting Financial Information 88

COPC

MARCH 11, 2024

Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. See Figure 2.

Call Center 98

Call Center Contact Center Culture Engagement 98

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. First, let’s define remote work. Remote work is the practice of working from a location other than the traditional office setting.

Management 88

Management Contact Center Communication Feedback 88

Retently

MARCH 5, 2024

But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count. This internal culture reflects externally in how your team interacts with customers.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. In revisiting our interview history we discovered key metrics. we found some interesting things.

Communication 98

Communication NPS Net Promoter Score 2008 98

Beyond Philosophy

MARCH 7, 2024

While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives.

ROI 78

ROI Return on Investment Measurement Customers 78

Bill Quiseng

DECEMBER 6, 2023

It is about how your employees FEEL about you and your company. Instead of saying, “We’ve always done it that way”, do better. FIND KEEP Your business success is not dependent on how many candidates you find. It’s all about how many employees you keep. PASSION Work because you HAVE TO is a job.

Leadership 158

Leadership Engagement Financial Loyalty 158

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Sports 78

Sports Customer Experience Customer Centricity Sales 78

Beyond Philosophy

JULY 16, 2022

We hope you enjoy today’s show. Usually, we have one pickle per podcast. Our first pickle comes from Jane, who works at a large business-to-business company. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? Thanks very much.

Consulting 157

Consulting Voice of Customer Financial Consumers 157

ShepHyken

MARCH 26, 2024

My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. How complicated is the behind-the-scenes process that takes you from a few clicks on their website to what you ordered showing up on your front porch? Isn’t that what the best people do? There’s a difference!

Entertainment 84

Entertainment Sports 2024 Workshop 84

Beyond Philosophy

FEBRUARY 9, 2024

But he doesn’t know how to do that in practical steps. In this episode, we dive deeper into the step-by-step process of evoking specific customer emotions. We also discuss how training, AI technology, and tried and true low-tech mystery shopping can help, too. So, this episode gives them to him. Bob isn’t alone.

Connections 88

Connections Loyalty Brands Customers 88

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 89

Sales NPS Customer Journey Customer Success 89

Magellan Solutions

APRIL 3, 2024

By working with a top-notch BPO chat support provider, you’ll have access to skilled chat agents, incredible technology, and the ability to adjust your support team size quickly. Keep reading to discover how this innovative solution can revolutionize your business and empower you to deliver truly exceptional customer experiences.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

ShepHyken

OCTOBER 31, 2023

I had to smile – even laugh out loud – thinking of how many people would roll their eyes when they read that sign. How often are we told a company offers free delivery, free returns, free refills on soda … you get the idea. Even if I have to pay for it, if the perceived value is that it’s free, that works for me.

Airlines 132

Airlines Workshop Customer Service Training Marketing 132

ShepHyken

FEBRUARY 20, 2024

So, let’s jump into them: Time to Happiness The best way to describe this is how long it takes an upset, unhappy, or angry customer to return to being happy. Our customers’ time is precious, and we must respect it. This one will be familiar to you if you’ve been following my work. Does the Customer Come Back?

Metrics 150

Metrics Customer Service Workshop Measurement 150

Beyond Philosophy

DECEMBER 29, 2023

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Sometimes what we learned was personal, but it has implications for the business world.

2024 88

2024 2023 Workshop Books 88

Magellan Solutions

JULY 24, 2023

How businesses operate has been transformed by combining remote work and outsourcing. It has led to the emergence of remote work outsourcing strategies. Remote work has become famous due to technological advancements and changing work preferences. We will discuss how companies can succeed by overcoming obstacles.

Communication 96

Communication Measurement Technology Culture 96

Playvox

MARCH 12, 2024

No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. It looked like it was going to rain, so we opted to eat inside.

Workshop 143

Workshop Customer Service Training Customer Service Connections 143