Alida

OCTOBER 26, 2017

The “Me, Me, Me” generation. No matter what you call them, the millennials (or Gen Y), those born between 1980 and 1995, are the biggest age grouping in American history. Among other things, health care lags behind retail, hospitality and other industries in delivering innovation and a better customer experience.

Insurance 188

Insurance Consumers Hospitality Retail 188

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

ijgolding

MAY 2, 2017

Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. I apologize for having to re-accommodate these customers. Customer centric? Perhaps not.

Airlines 72

Airlines 2017 Customer Centricity Travel 72

Russel Lolacher

JUNE 5, 2022

It’s just a force multiplier, because all of a sudden, you got everybody’s brain. He’s the senior IT customer support manager for first American title, which is leading the technical sports, customer support to their employees. That’s what he does, he leads with it and customer support.

Communication 93

Communication Technology Culture Employee Experience 93

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. State of CX - where are we going?

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Michel Falcon Experience

AUGUST 13, 2014

Every company, regardless of size or industry, must use surveys to improve their customer experience. ” The passive company : A company who passively collects feedback but lets the data sit in a virtual storage unit which brings no value to the customer or the business. .” You must be willing to go all in.

Net Promoter Score 147

Net Promoter Score NPS Telecommunications Feedback 147

Russel Lolacher

MAY 30, 2022

In this episode of Relationships at Work, Russel chats with author and keynote speaker Gregg Ledermen on how being a good human through knowing your values and embracing your vulnerability can make you a better human leader at work. The importance of living your defined values. Google Podcasts. KEY TAKEAWAYS.

Leadership 52

Leadership Culture Books Airlines 52

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 95

B2B B2C Customer Centricity Sports 95

Oracle

JANUARY 29, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within.

2020 64

2020 Chief Customer Officer Brands Metrics 64

Russel Lolacher

JANUARY 10, 2023

In this episode of Relationships at Work, Russel chats with organizational psychologist and SparkPath founder JP Michel on the importance of approaching career planning with a challenge mindset rather than solely on job titles and a “what do you want to be when you grow up” stance. How are you doing today?

Culture 52

Culture Connections 2017 Employee Experience 52

CX Journey

APRIL 17, 2019

In case you missed the first post in this series, you can find it here. If you recognize one, you've got to take corrective action immediately. If your listening program is failing, there are a tone of ideas here to consider to get it back on track. As part of the core program team, you don't want to hold onto this data.

Touchpoint 54

Touchpoint Feedback Social Media Definition 54

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology!

Technology 77

Technology Information Consumers Retail 77

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. If there's ever a " Would You Do That to Your Mother? What’s crazy to me is that we are all humans! (At

Customer Experience Design 60

Customer Experience Design Culture Leadership Customer Experience 60

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Lesson #1: Don’t put your policies first. And you know what?

Airlines 48

Airlines Customer Service Social Media Magazine 48

CX Journey

MARCH 7, 2018

Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. They are the people who will drive innovation and move your business forward.”

Engagement 52

Engagement 2017 Feedback Innovation 52

Circular Edge

MAY 2, 2022

Key themes include collaborating with business units and being proactive in hiring. Despite their varied backgrounds and experiences, Cook, Schutz and Thomas landed on many of the same themes and raised similar points. He also oversees the company’s operations, customer service and wholesale business. Our Sources.

2014 52

2014 Culture Healthcare Apparel 52

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? If not, it’s time to get that done!

Government 36

Government Customer Centricity Feedback Customer Experience 36

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Happy customers tell an average of 6.

Social Media 87

Social Media Customer Service Marketing Airlines 87

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness.

Social Media 120

Social Media Brands Advertising Transportation 120

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! Is this your case? If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Opportunity.

Retail 82

Retail Information Consumers Connections 82

CX Journey

APRIL 17, 2019

In case you missed the first post in this series, you can find it here. If you recognize one, you've got to take corrective action immediately. If your listening program is failing, there are a tone of ideas here to consider to get it back on track. As part of the core program team, you don't want to hold onto this data.

Touchpoint 32

Touchpoint Feedback Social Media Definition 32

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. Why are you doing the training? What will be different as a result?

Sales 52

Sales Culture Management Leadership 52

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession. That’s a fumble.

Customer Success 61

Customer Success Customer Journey Mapping Loyalty Programs Reference 61

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Let’s get started!

Customer Success 41

Customer Success Management Touchpoint Customers 41

Amity

JUNE 16, 2016

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. We sat down with Ellie Wilkinson , the Senior Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years.

Customer Success 80

Customer Success Demo Customers Blog 80

Tricia Morris

JANUARY 29, 2016

And they are just eight (twins) and seven years old, respectively. This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

Talkdesk

JULY 24, 2017

Do you know Talkdesk’s inspiring origin story? As Talkdesk has recently been named to Forbes 2017 Cloud 100 list , we felt that now would be the perfect time to bring you this interview of Tiago Paiva, the Founder and CEO of Talkdesk. How did you conceptualize Talkdesk? How did you conceptualize Talkdesk?

Call Center 57

Call Center Magazine 2011 Presentation 57

Customer Bliss

JANUARY 13, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. What I call this is “one version of the truth.”

Leadership 144

Leadership Chief Customer Officer Blog Information 144

Oracle

DECEMBER 17, 2020

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within.

Government 52

Government Banking 2020 E-support 52

CX Journey

MARCH 5, 2015

In it, I draw on personal experiences from my days in the C-suite and the boardrooms of my consulting clients to make the case that sacrifice is the surprising secret to successful long-term viability. You need a “to do” list. Your boss needs a “to do” list. So does the President of the United States. Do Less Better.

Consulting 65

Consulting Leadership Employee Experience Books 65

Currency Alliance

JANUARY 22, 2020

Every CFO knows a loyal customer is many times more profitable than others. That ought to make your job easier. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. FYI – her Masters and PhD are in Industrial and Organizational Psychology.

Culture 59

Culture Communication Employee Experience Connections 59

Russel Lolacher

NOVEMBER 7, 2022

In this episode of Relationships at Work, Russel chats with transformation and culture change consultant Katie McLaughlin on why we need to introduce the principles and power of theatre into the employee experience. . Hello, thank you so much for having me today. I got some questions for you, Katie. Hello, Katie.

Workshop 52

Workshop Leadership Employee Experience Engagement 52

Kustomer

DECEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Greg Segall , Sean MacPherson , and Vikas Bharmbri to exchange views on the personal experience movement. Learn how these leaders relate to their customers on a deeper level by listening to the podcast below.

Loyalty 64

Loyalty Definition Connections B2B 64

ProProfs Chat

AUGUST 28, 2020

Customers are getting smarter. They know that their experience today won’t be the same as yesterday. That’s why customers have higher expectations from you. They want more personalization during their experience with your brand. We’re here for you. Their great customer expectations from you.

Customer Expectations 105

Customer Expectations Net Promoter Score E-support Customers 105