ShepHyken

MAY 19, 2021

Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting.

Customer Service 140

Customer Service Customer Service Training Culture Presentation 140

Customer Bliss

JANUARY 28, 2021

Just in 2020 alone, my team at Twitter had to tackle drills, meetings, and pivots in response to real-time historical moments: A global pandemic. Further, regularly check-in with yourself to see who is driving your leadership decisions and course-correct back to the mission. The #BlackLivesMatter movement. The 2020 U.S.

Leadership 254

Leadership 2020 User Experience Feedback 254

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Education Services Group

FEBRUARY 26, 2023

As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of. The mission of Customer Success has always been to retain customers and grow the customer base over time. And we both go on tour.

Customer Success 97

Customer Success Leadership Customers Sales 97

ShepHyken

NOVEMBER 12, 2021

The reason the company was started to begin with is the problem it solves and the mission that drives the business. A company’s values then guide the way the mission is met and the solution gets delivered. For us, that means our team members have to be able to meet people where they are. Summing It Up.

Exceptional Customer Service 102

Exceptional Customer Service Customer Service Financial Loyalty 102

Experience Investigators by 360Connext

MARCH 31, 2020

Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. Help your team members understand what they can do that is mission-critical right now. Information is power, but only if we use it as such. We will get through this. Click To Tweet.

Customer Experience 162

Customer Experience Communication Definition Customers 162

ShepHyken

JANUARY 25, 2021

Read the article, meet with your team, and start to see improvement – in some cases, immediately! Mission-Driven Customer Experiences (CX): A Guide by Nate Brown. He also gives us a four-step process to do so. Little improvements can add up to big wins. Officium) There is another disruptive evolution on the horizon.

2021 156

2021 Article Customer Service Guest Experience 156

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Dennis Wakabayashi gives us a window into the new employee journey at his company: "We have a CX journey for employees at our office that takes them through the onboarding process.

Culture 296

Culture Feedback Contact Center Customer Centricity 296

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

3 Key Touchpoints where Employee Experience and Customer Experience Meet: 1. At each step in the candidate journey, the customer experience mission should be represented and communicated. Include your Customer Experience Mission wherever you can. First Impressions: The Candidate Experience. Focus on tone and standards.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

InMoment XI

MARCH 14, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? Well allow us to introduce ourselves! This is fundamental to our mission, because those moments—packed full of emotions , judgements, learnings, and more—shape the world we live in. Just discovered InMoment? Own the Moments That Matter.

Return on Investment 493

Return on Investment ROI Technology Metrics 493

Totango

NOVEMBER 14, 2023

By creating a space for customers to share their product ideas, you can collaborate with their teams to create better products that meet customer needs. Your business makes your customers feel part of a greater, purposeful mission, and this SuccessBLOC allows you to showcase that triumphantly.

Connections 95

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 95

Team Support

APRIL 20, 2021

We associate our professional lives with many things, and what makes us happy and motivated about work might be different for everyone. But there’s one thing that motivates most of us: meaning. A statement sets the vision because: It makes work principles, values, and mission clear. You’ll use that doc to help you stay focused.

Customer Service 98

Customer Service Document Customers Feedback 98

Experience Investigators by 360Connext

AUGUST 19, 2020

I don’t say this to shame anybody, but to highlight it’s so easy for all of us to do. For example, when the UI team meets their goal of simplifying the ordering process, it helps the support team reach their goal of limiting wait times. How does being successful in CX support your larger mission?

Customer Experience 265

Customer Experience Net Promoter Score Measurement NPS 265

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. And some of the simplest and most effective methods are right in front of us.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Beyond Philosophy

NOVEMBER 4, 2021

Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. Our listener Rachel wrote in because she thinks the values and mission statement are not guiding enough of the decision making in her organization. One person alone is easy to ignore.

Reference 78

Reference Leadership Books Measurement 78

CSM Magazine

FEBRUARY 1, 2024

This recognition tells us we’re achieving our mission.” He added: “The Wellbeing Companion meets the challenges of modern work life in the contact centre head-on. We set out to create a best-in-class mental health solution that employees could easily access whenever they needed support.

2024 52

2024 Social Media Consulting Innovation 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. The mission of my company is To Create Fewer Ruined Days for Customers. It means creating revenue through these three areas: 1. I’m not joking.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ShepHyken

NOVEMBER 1, 2021

CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.”

Article 77

Article 2021 Customer Service Retail 77

One Millimeter Mindset

MARCH 25, 2021

How many cross functional opportunities do each of us have every day? Yet the decisions we make along the way, together, because of asking the right questions and bravely answering them together, get us where we really need to go. These questions move us one millimeter beyond how we always solve problems. and “How might we?”

Workshop 99

Workshop Leadership Consulting Presentation 99

BlueOcean

JUNE 12, 2018

Our SVP of Corporate Services frequently reminds us that stress and discord in business relationships (or more generally… in life) almost always emanates from misplaced expectations. Implementation meetings should occur at least weekly, if not several times a week or daily. A Comprehensive, Clearly Articulated SLA and SoW.

Contact Center 209

Contact Center Communication Culture Customer Care 209

Magellan Solutions

JANUARY 17, 2024

Assess the Current Culture Employee surveys are crucial for assessing your company’s culture and alignment with your values and mission. It can be through meetings, forums, or anonymous feedback forms. When you understand what employees value, you can shape the culture to meet their needs.

Culture 52

Culture Leadership Feedback Social Media 52

Totango

NOVEMBER 14, 2023

By creating a space for customers to share their product ideas, you can collaborate with their teams to create better products that meet customer needs. Your business makes your customers feel part of a greater, purposeful mission, and this SuccessBLOC allows you to showcase that triumphantly.

Connections 62

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 62

One Millimeter Mindset

MAY 19, 2020

That’s why today, post-acquisition care and feeding of new and existing clients is more mission-critical than ever. So yeah, while the sales guys and gals get all the customer acquisition glory and credit, consider your own mission-critical role. Clients depend on us to be all-in this together, as trusted client retention specialists.

Seminar 104

Seminar Workshop Presentation Webinar 104

ShepHyken

APRIL 28, 2023

She shares why customer standards matter and how your organization can meet them. Bell In this article, we’ll discuss the customer service standards customers value the most and how to meet them. Want to stand out from the competition? Raise your customer service standards. Here’s what we’ll cover: What are customer service standards?

Customer Service 64

Customer Service Customer Service Representative Article Omnichannel 64

Kustomer

DECEMBER 5, 2019

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

Customer Service 98

Customer Service E-support Omnichannel Exceptional Customer Service 98

Experience Investigators by 360Connext

MARCH 13, 2017

There are entire organizations learning how to manage and manipulate the incredible amount of data now available to us. While human analysts will always be a critical part of this management, artificial intelligence will become a critical part of using this data in the best ways. Here’s to the makers! Sign Me Up!

2017 152

2017 Events Webinar Blog 152

Experience Investigators by 360Connext

MAY 20, 2015

Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Contact us to start a living customer journey map. Ask us about creating your customized, working evaluation tool. Contact us for help creating your customer-centric culture.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Clarivate

NOVEMBER 2, 2021

Join us at the Annual Meeting. At Clarivate, our mission is to provide solutions to accelerate the lifecycle of innovation. INTA’s mission is to support “trademarks and related intellectual property (IP) to foster consumer trust, economic growth, and innovation,” [1] which closely aligns with ours at Clarivate.

Government 52

Government Innovation 2022 2018 52

Kustomer

DECEMBER 18, 2020

Tuning into our customers’ reviews about their experience with our krew and platform, allows us to bake their feedback into our product and services in the future. G2’s consistent reviews and — more notably — quarterly reports, are the best way for us to know how we stack up against our competitors. Best Meets Requirements.

2020 66

2020 Demo Leadership Customer Service 66

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Is your company customer obsessed? If not, it should be! Having the ability to sit down, shut up and listen is critical.

Leadership 175

Leadership Culture Government Customers 175

Kustomer

OCTOBER 14, 2021

As Danilo says, “I have so much information that it’s actually allowed us to make decisions based on that, based on what the customer has and where the customer wants to go.”. You’ve got your host, Gabe Larsen, and I have a special guest on, he comes to us from Cisco. I appreciate him jumping on and taking a minute with us.

Customer Experience 105

Customer Experience Management Culture Sales 105

Gainsight

JULY 11, 2023

Neither were viable solutions for us. Our friends and family told us we were insane, but we were having a blast and wouldn’t do it any different! Our vision is to elevate customer education into a mission-critical function at every company and build the #1 platform in the category.

2023 40

2023 Leadership 2012 2010 40

delighted

AUGUST 4, 2023

Product leader Jessica Fain speaks of her time on the Core Product team at Slack and the importance of coming together as a team with a common mission. For us, that meant embracing our potential for impact.” A walking meeting is a great way to reset during the workday.

Feedback 76

Feedback Management NPS Customer Experience Professionals 76

One Millimeter Mindset

MAY 21, 2020

Instead of moaning about selling virtually, take the time to identify the mission-critical (think: all of them) folks responsible for the post-sale care and feeding of your clients. Because there is no room for “business as usual” in the continuously changing, new normal awaiting all of us. No more business as usual.

Sales 132

Sales Workshop Culture Presentation 132

CSM Magazine

OCTOBER 13, 2021

In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. Human interaction is what has got us through these tough times, and now more than ever the winners in this paradigm shift are adopting a hybrid approach. About the Author.

Customer Service 98

Customer Service Retail Return on Investment Healthcare 98

Comm100

APRIL 17, 2023

All healthcare organizations in the US need to comply with HIPAA, a law that protects patients’ personal data and safeguards their privacy. To communicate digitally with their patients, organizations must only use HIPAA compliant messaging software. We had to find a live chat vendor that could meet these high standards.

Healthcare 52

Healthcare Communication Multi-Channel Social Media 52