Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers. Sure, but….what

Measurement 174

Measurement Management Net Promoter Score 2002 174

Customer Bliss

MAY 5, 2015

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Work to Remove the Inhibitor: Have a specific three month, six month and twelve month plan ready to go when you launch.

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

Kustomer

AUGUST 4, 2022

Customer service leaders have a lot of data to track and interpret, and a good customer satisfaction score is one of the important metrics to keep an eye on. They also correlate strongly to customer loyalty and can help inform business decisions across various departments. Why Is Customer Satisfaction Important?

Net Promoter Score 98

Net Promoter Score Effort Score Customer Satisfaction NPS 98

Customer Bliss

SEPTEMBER 5, 2017

In our conversation, Damian walks us through his six dimensions of the transformation, and many not-to-be-missed tactics that he has used to make progress. His expertise is in customer experience management, business transformation and cultural change programs. Damian has always worked in applied settings. About Damian.

Customer Centricity 147

Customer Centricity Touchpoint Culture Banking 147

Beyond Philosophy

FEBRUARY 25, 2021

He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history. This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. You could say that Pine changed my life.

Events 78

Events Presentation Books Consulting 78

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Beyond Philosophy

FEBRUARY 15, 2021

It is exciting that both behavioral scientists are employed in large organizations that value their skills. Modeling is useful in a static environment, she says, but changing people’s behavior necessitates using behavioral science principles. We have the same problem in Customer Experience. I find that encouraging.

Financial 89

Financial Books Consulting Customer Satisfaction 89

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journey 62

Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

Beyond Philosophy

MAY 9, 2020

Today they are crucial skills for salespeople worldwide. They are also foundational to your Customer Experience. In this episode of The Intuitive Customer podcast, we speak to our guest Brian Ahearn, CMCT ® , Chief Influence Officer at Influence People about Cialdini’s Six Principles of Influence. Key Takeaways.

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Consulting Customer Experience Communication Marketing 127

CSM Magazine

JANUARY 17, 2022

Are you ready to improve your goal setting for customer service? If you’ve been feeling a little overwhelmed, it could be that you’re looking too much at the big sea and not noticing opportunities for incremental change. Let’s look at six ways to break down that big ocean into smaller pieces. Convert Customers.

Customer Service 52

Customer Service Social Media Entertainment Advertising 52

West Monroe

JUNE 13, 2022

Problems facing the industry before the pandemic—be it an aging workforce, younger generations’ expectations around flexibility, or the widening skills gap—have only been exacerbated. On the bright side, it’s a good time to make these changes. These eight steps can help them do just that.

2030 90

2030 2022 Government Culture 90

Magellan Solutions

NOVEMBER 20, 2023

According to 60% of business executives, superior customer service enhances customer retention. Customers are crucial to your business’s success in the ever-changing business world. Today, we will discuss how outsourcing can elevate your customer engagement. So, what are you waiting for? Read along!

Call Center 52

Call Center E-support E Commerce Sales 52

Playvox

AUGUST 8, 2022

In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. Quit rates skyrocketed as workers gave notice and set out to find greater satisfaction in their livelihoods, pursue higher wages, and discover their true professional purpose. There was a mass exodus. Why Employees Leave.

Contact Center 78

Contact Center 2022 2021 Leadership 78

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. She then advanced through a variety of vertical industries, each time honing her skills. That became, among other things, a Lean Six Sigma program.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Integrity Solutions

JANUARY 18, 2021

This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. Selling Skills and Techniques To Maintain Your Sales Pipeline. There’s no putting it off anymore. There’s no putting it off anymore.

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2021 2020 Sales Social Media 126

Maz Iqbal

SEPTEMBER 17, 2014

And the surveys suggest that Interlodge’s customer satisfaction levels are well below where they should be. To cut costs and drive up quality. To improve productivity and focus resources on driving up quality. The Challenge. Imagine that you are the CEO of InterLodge. To improve the occupancy rate. Did it work?

Customer Centricity 100

Customer Centricity Hotels Customer Satisfaction Consulting 100

SurveySparrow

JUNE 28, 2022

You can customize it any way you like! If you want to track changes in employee motivation levels over time, SurveySparrow brings you visibility at a glance with data dashboards. I get opportunities to develop new skills. Do you think your current role lets you grow and develop new skills? Internal motivation.

Social Media 52

Social Media Culture Feedback Measurement 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. So, they started making some significant changes — to product portfolios, compensation plans and other areas. By Bob McCarthy.

Culture 91

Culture Banking Financial Sales 91

Beyond Philosophy

APRIL 16, 2021

Today I am going to do my part on being some of the change I want to see in the world. Focus on the customer. For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. There is a surprising lack of literature on company politics. Don’t be naïve.

Management 148

Management Books Consulting Measurement 148

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. Now that is a radical change in thinking. Here are a few ideas to getting started: 1.

Omnichannel 52

Omnichannel Call Recording Customer Satisfaction Management 52

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. You will actively manage a group of customers on their journeys from getting implemented onward.

Customer Success 103

Customer Success Customers Sales Presentation 103

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. Be willing to adapt and change course if things aren’t working out. Accept that you will make mistakes.

Healthcare 141

Healthcare Consulting Measurement Webinar 141

SurveySparrow

JULY 6, 2022

It’s a helluva tough job, make no mistake, requiring specific skills, or in a more corporate jargon way, managerial competencies. How to acquire such manager skills and competencies, then? Managerial competencies and skills are defined on similar lines. What’s the shared skill for all this? Some responsibility, eh?

Culture 52

Culture Apparel Communication Innovation 52

Michel Falcon Experience

FEBRUARY 25, 2018

The steps are: a phone interview, predictive index, culture interview, skill set interview, assignment, decision, and offer. It’s a tool that we’ve been using at our agency for the last six months or so. And man have things changed since using it. Do you feel your interview process lacks structure?

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2018 Culture 2017 Sales 113

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. For her, this was inclusive of treating employees, drivers, and customers well. “W

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Integrity Solutions

JUNE 23, 2022

Regardless of whether it’s six months or five years away, mild or steep, the risk of a downturn is always there, and that means the time to develop a recession-proof business is now. Start With Developing a Recession-Proof Customer Strategy. Here’s what a recession-proof customer strategy might look like.

Sales 75

Sales Consulting Contact Center Customer Service 75

Magellan Solutions

AUGUST 13, 2021

Many call center companies in BPO Philippines focus on improving the skills of their agents this 2021. One of which is developing the skills of their agents in order to adapt with the changes in the business paradigm. Improvement of Agents’ Skills vs Integration of Artificial Intelligence of BPO Companies in the Philippines.

2021 52

2021 Call Center 2019 Customer Service Representative 52

Think Customers

AUGUST 30, 2021

In its research, “The Forrester Tech Tide : Sales Technologies, Q1 2021,” Forrester finds that digital “front doors” are now the primary way that sales prospects connect with brands—80% of B2B sales will take place in remote and digital settings, elevating the roles of data insight, digital content, and inside sales in the sales process.

B2B 59

B2B Sales 2021 ROI 59

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. The role of the board is changing. In this post, we take a look at six product management KPIs every product manager needs to know to reach their goals.

Article 97

Article 2020 Roadmap Metrics 97

SurveySparrow

AUGUST 14, 2023

In this blog, we delve into the transformative landscape of healthcare, where patients are no longer mere recipients of medical treatment but esteemed customers. As the healthcare industry witnesses this paradigm shift, the significance of customer experience in medical terms has never been greater. Let’s explore!

Healthcare 52

Healthcare Customer Experience Books Feedback 52

Playvox

SEPTEMBER 14, 2021

The role of a contact center employee is often stereotyped as monotonous and requiring little skill. Yet, most agents must simultaneously balance using complex computer systems with solving unique problems while delivering excellent customer service. Companies often use outstanding customer service as a competitive differentiator.

Culture 59

Culture Contact Center Leadership Engagement 59

SurveyGizmo

MAY 28, 2020

It boosts productivity and enhances customer relationships. We constantly strive to improve our employee experience because we know that happy and engaged employees perform better and that translates into a better experience for our customers and company growth. Honing Your Feedback Skills. Let me explain how.

Employee Experience 98

Employee Experience Rewards Programs Culture Feedback 98

One Millimeter Mindset

FEBRUARY 21, 2019

Your organization’s and your clients’ A customer acquisition and retention ecosystem exists. These employees, in-house and virtual, are the wizards who are responsible for customer experience, customer success and customer retention. Consider that their experiences drive referral, as well. Why is that?

Workshop 65

Workshop Customer Retention Sales Communication 65

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A Business Sense.

Management 69

Management Customer Experience Management Books Financial 69

ijgolding

DECEMBER 5, 2016

So what (I hear you think to yourselves) has a child’s cartoon got to do with the subject of Customer Experience? The more companies seem to talk about Customer Experience and Customer Centricity, the more random our experiences as customers become. Allow me to explain… Bob and friends!

Customer Experience 103

Customer Experience Customer Journey Customers Customer Centricity 103

ChurnZero

MARCH 25, 2022

But alas, time — and customer accounts — waits for no one. Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. How to reassign customers to a new CSM. The show must go on. Execute the plan and schedule introductions.

Books 98

Books Touchpoint Customer Success Customers 98