Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Customer Bliss

FEBRUARY 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . Can you excuse me a minute?” the server asked.

Chief Customer Officer 172

Chief Customer Officer Books 2018 Leadership 172

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness? Bad mouthing customers. .

Customer Service 73

Customer Service Leadership Metrics Contact Center 73

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. It’s our lens, our context.

Call Center 78

Call Center 2001 Retail Workshop 78

Hallmark Business Connections

APRIL 26, 2021

Even before the outbreak of COVID-19, the rate of nurse burnout — physical, mental, and emotional exhaustion resulting from chronic workplace stress — was at c ritical levels. And with nurses on the front lines of a global pandemic, threats to their mental and physical health have multiplie d exponentially.

Customer Experience 67

Customer Experience Healthcare E-support Hospitality 67

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 52

Contact Center Leadership Technology Communication 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. What is customer experience? What is great customer experience? Heck, we’re still learning.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? This isn’t sustainable or healthy.

2020 182

2020 2019 Document Magazine 182

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? This isn’t sustainable or healthy.

2020 182

2020 2019 Document Magazine 182

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Gainsight CEO Nick Mehta began by communicating how Customer Success has transformed over the past year, despite the effects of the COVID pandemic economy.

Entertainment 98

Entertainment Customer Success Events ROI 98

CSM Magazine

DECEMBER 18, 2019

Everyone who has ever held a job is familiar with burnout, but studies suggest that customer service workers are at a higher risk of experiencing symptoms of stress and exhaustion due to the intensely demanding nature of their work. Customer service burnout is thus worryingly common. Prevention is Better Than Treatment.

Customer Service 52

Customer Service Customers Financial Article 52

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. The financial services industry has been through its fair share of turmoil in recent years. By Bob McCarthy.

Culture 91

Culture Banking Financial Sales 91

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” Have a Fail-Fast Mentality. Think outside the square.

Return on Investment 78

Return on Investment Call Center Measurement ROI 78

Customer Bliss

NOVEMBER 8, 2016

I was very intrigued by this role and really wanted to understand how Lee has gone about extending customer experience into faith, which is obviously a very important part of many people’s lives. It’s a very different way to look at delivering customer experience. About Lee. The Three Zones Welcome.

Guest Experience 128

Guest Experience Leadership Retail Sales 128

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Year Two – “Have the laser focus of an Olympic athlete” – Marshall Martin It did not take long to understand that knowledge is power, especially in a customer service role. Ten years is a great deal of time in the life of a mortal.

Fashion 203

Fashion Presentation Leadership Books 203

BirdEye

OCTOBER 19, 2023

Key takeaways from the “Expert advice for growing on Google” session Today, customers are increasingly turning to online sources to find business. Key takeaways from the “Expert advice for growing on Google” session Today, customers are increasingly turning to online sources to find business.

Social Media 59

Social Media Books Consulting Information 59

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. At the end of the day, we are all human and most of us need a carrot or a stick to be inspired to finish a task. .

Rewards Programs 88

Rewards Programs Leadership Customer Centricity Consumers 88

SurveySparrow

APRIL 28, 2024

Customization and Integration You have many options for customizing your survey, including survey questions, templates, themes, designs, and more extensive customization options to align with your school’s branding and the specific needs of different classes. Yes, Teaching, like us, is constantly growing!

Feedback 52

Feedback Demo Engagement User Experience 52

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? You would rather that wasn’t necessary, but it is reality.

Call Center 89

Call Center Magazine Customers Airlines 89

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. Here are a few ideas to getting started: 1. I can’t afford to lose my people.”

Omnichannel 52

Omnichannel Call Recording Customer Satisfaction Management 52

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

Michel Falcon Experience

AUGUST 17, 2016

You can never go too far wrong by thinking like a customer who’s new to the business.” — Richard Branson. Often this long-term mentality led me to willingly make short-term sacrifices to win in the future. The thought was inspired by an idea I had while at an airport. ” — Simon Sinek. Invest in yourself.

Blog 127

Blog 2016 Engagement Webinar 127

Hallmark Business Connections

NOVEMBER 16, 2020

Your customers’ lives aren’t the same as they were a year ago. When they contact your customer service representatives, then, they want more than a helping hand — they need compassion and empathy, as well as genuine engagement. It all starts with equipping your employees with customer engagement tool kits. Not at all.

2021 62

2021 Customer Experience Banking Hotels 62

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Success 98

Customer Success Customers Metrics Communication 98

Russel Lolacher

SEPTEMBER 8, 2020

“In many ways, effective communication begins with mutual respect, communication that inspires, and encourages others to do their best.” – Zig Ziglar. To successfully embrace social media customer service, the focus of your interactions need to be far more in the intent and use of the tool than the tool itself and its features.

Social Media 69

Social Media Customer Service Transportation Communication 69

Hello Customer

APRIL 24, 2020

Last week we hosted a strategic session with some of our customers, together with Steven Van Belleghem. That is not only hard on your customers, but it is on your employees too. The switch to a new way of working is hard because your employees miss the energy of physical customer interaction. The key take-away?

E Commerce 87

E Commerce E-support Consulting Webinar 87

Think Customers

APRIL 6, 2020

Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public. It’s inspiring and humbling. Some help banking or phone customers pause payments due to a furlough or layoff.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about product-led growth. via GIPHY.

2022 52

2022 Chief Customer Officer Innovation Connections 52

Quadient

OCTOBER 10, 2022

From Volume to Value: Switching Customer Communication KPIs. When I talk to our CXM customers, one of the most prevalent issues they face is persuading their colleagues to invest in communications transformation. It’s this mentality that creates apathy for change, because the effectiveness of your communications is entirely obscured.

Communication 52

Communication Banking Average Handle Time Financial 52

PeopleMetrics

AUGUST 25, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. ” All Day, Every Day, Stay Customer Centric. It’s just how we do business. .

Customer Centricity 124

Customer Centricity 2011 Customers Feedback 124

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. At the end of the day, we are all human and most of us need a carrot or a stick to be inspired to finish a task. .

Rewards Programs 52

Rewards Programs Leadership Customer Centricity Consumers 52

CX Journey

MARCH 5, 2019

It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more. Inspiration x Innovation = Impact.

Sports 34

Sports 2013 Events Brands 34

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Our mission is to support small businesses with tools that make customer support more helpful and human.

Customer Success 103

Customer Success Customers Sales Presentation 103

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

CX Journey

MARCH 5, 2019

It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more. Inspiration x Innovation = Impact.

Sports 32

Sports 2013 Events Brands 32

CSM Magazine

SEPTEMBER 15, 2021

Instead, focus on the needs of your customers, clients, and colleagues. Online feedback prompts – After a customer has made a purchase via your website, you can issue them with a prompt to rate your service. For a long time, nobody has known what the future holds. Confidence plays a fundamental role in making all of that happen.

Leadership 52

Leadership Feedback Communication Consulting 52