Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. It’s time to revamp your approach to performance management. But, it doesn’t have to be.

Call Center 52

Call Center Management Contact Center Feedback 52

C3Centricity

JUNE 5, 2019

Their brands have not performed as well as they had hoped this year and they are looking for a solution – fast! In particular, they have all said that one or more of their brands is stable – to be polite – and that they want to reverse the trend. Is this your situation too? How to Stop a Declining Brand.

Brands 63

Brands Social Media Advertising Books 63

Beyond Philosophy

DECEMBER 26, 2017

Emotional drivers of employee behavior. Develop an emotional profile, i.e. how employees feel about the work they do for the company, and identify what employees desire most in their jobs. These are profound insights, representing level of commitment to customer value delivery. 3 Questions to Improve Your CX in 2018.

2018 111

2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

NOVEMBER 28, 2017

Perception consists of the rational and the emotional, and even those elements which are tangible and functional have emotional underpinnings. To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. Frustrated.

B2C 83

B2C E Commerce Banking 2005 83

Beyond Philosophy

SEPTEMBER 13, 2016

Now, if experiences didn’t at least match the brand and promises made through these communication programs, stakeholders express their feelings and opinions to the world with a single mouse click; and companies had to pay attention or suffer the lasting consequences of negative word-of-mouth. Seek to leverage and influence, not control.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Beyond Philosophy

MAY 24, 2016

In ham radio terms, they actively send and receive brand-related messages. A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions.

Brands 94

Brands Social Media B2B Government 94

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Qualities of an ideal CSM include. . Onboarding.

Customer Success 123

Customer Success Feedback Customers 2021 123

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. Your success in life isn’t based on your ability to simply change. It is based on your ability to change faster than your competition, customers, and business. Running low on paper towels?

Customer Experience 52

Customer Experience Social Media Banking Healthcare 52

Beyond Philosophy

MAY 17, 2016

Simply stated, employees frequently see both the importance and the performance of key rational and emotional value drivers very differently when compared to customers. These included both functional, or rational, attributes and emotional, or relationship, elements. Years ago, quality guru W. Customers like the improved processes.

2001 74

2001 Consulting Sales Customers 74

Beyond Philosophy

JANUARY 10, 2018

Recognize that employees’ behavior, like customers, has both emotional and rational and emotional underpinnings (4 questions). One result of less attention being paid to longer-tenured employees, which our research has uncovered, is that they tend to have less positivity in both emotions and perspectives. appeared first on.

Travel 60

Travel Leadership Culture Consulting 60

Beyond Philosophy

MAY 31, 2016

They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go. These are the “moments of truth”, and the emotions behind them, that drive what customers do downstream. Satisfaction Is Almost Irrelevant.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

Beyond Philosophy

JULY 4, 2016

In this regard, banks must understand both stated and unstated (subconscious and emotional) needs, likes and dislikes. Others, recognizing the brand equity and perceived value signals this sends, have gone in a more customer-centric direction with branches. Brand Equity.

Banking 90

Banking Retail Brands Customer Centricity 90

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. That brand promise has to be delivered by customers every time they interact with the company. .

Engagement 68

Engagement White Paper Definition Consulting 68

Beyond Philosophy

NOVEMBER 8, 2017

In customer experience, satisfaction is more a state of benign calmness or passive quietude which is the result, or product, of some relatively neutral emotions and, in and of itself, doesn’t apply very well as either a precursor to learning more about behavior or as an emotion.

Customer Satisfaction 60

Customer Satisfaction Connections 2015 2016 60

Beyond Philosophy

NOVEMBER 22, 2017

It must include both emotional and social components of value, more nuanced elements of the job experience which are of at least equal importance to the employee. That’s going to breed productivity, morale, retention; and those people are going to be ambassadors for your brand.”. The post Customers Have Life Cycles.

E Commerce 89

E Commerce E-support Banking Culture 89

Beyond Philosophy

NOVEMBER 14, 2017

As my colleague Colin Shaw has written about Branson and Virgin , with respect to the company providing a year of fully paid leave following the birth or adoption of a child: “…Virgin values their people and their emotional state while working there.” Does yours? Disneyland: Why Waste Resources on Things Customers Can’t Recall.

Airlines 87

Airlines Culture Consulting 2018 87

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s about building fans of your service, not customers.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Beyond Philosophy

AUGUST 30, 2016

Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Beyond Philosophy

APRIL 6, 2016

Done well, insights from competitive performance benchmarking can: – Identify business opportunities . The same holds true for other rational and emotional elements of product and service value delivery. As identified by noted benchmarking theorist and management scientist H. It is not copying the best.”

Wireless 94

Wireless Loyalty Programs Automotive Consulting 94

Beyond Philosophy

JANUARY 3, 2017

Employees’ actions, including expressing themselves face-to-face and through digital means, directly and indirectly impact much of what we understand about customer experience-based emotion and memory, leading to downstream behavior. We’re not saying choose your people over your customers. That way, everybody wins.”

Travel 76

Travel Loyalty Customer Service Representative Consulting 76

Beyond Philosophy

MARCH 3, 2016

BtoB clients frequently ask: “Because of the importance of brand perception and word-of-mouth in BtoC products and services, I understand how customer advocacy can provide highly actionable insights there. After all, your business partners represent your company and products to their customers.

White Paper 60

White Paper 2007 Consulting Loyalty 60

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Brand Analysis Reporting. Brand Analysis Reporting.

Social Media 43

Social Media Metrics Brands Insights 43

Optimove

DECEMBER 13, 2018

Some weeks ago, we had a meeting with a respectable Private Equity investor, discussing the state of the MarTech industry. The reality is that there are several other segmentation layers that can bring actionable and valuable insights. Having insights and predictions about your customers on an evolving basis is wonderful.

ROI 40

ROI Metrics Measurement Insights 40

Beyond Philosophy

APRIL 6, 2016

Done well, insights from competitive performance benchmarking can: – Identify business opportunities . The same holds true for other rational and emotional elements of product and service value delivery. As identified by noted benchmarking theorist and management scientist H. It is not copying the best.”

Wireless 60

Wireless Loyalty Programs Automotive Consulting 60

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. According to Forrester , CX is how customers perceive their interactions with your company. It’s how much your company exceeds or falls short of the expectations that every patron has for every interaction between them and your organization.

Customer Experience 56

Customer Experience Definition Interaction Customers 56

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?

2016 111

2016 2017 Customer Experience Social Media 111

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Therefore, we offer this fairly extensive summary of what most brands should be doing with their loyalty programs to maximize business impact this year. Emotional loyalty: add incentives along many touchpoints in customer journeys. Set clear objectives.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Webb is a certified management consultant who works with the top brands in the world. Ben Harris. Angie Stocklin. Scott Cundill. Nicholas J. nickwebbcom.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Mikael Blaisdell. James Scott. Nick Mehta.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21