Maz Iqbal

DECEMBER 30, 2014

Filed under: CRM , Customer Insight (inc VoC) , Customer Philosophy , Customer Service , Leadership / Change / Transformation Tagged: art of being and becoming , cause , customer centricity , leadership , organisational change , path to greatness , personal change , Possibility.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

Playvox

SEPTEMBER 30, 2022

Show your leadership and your peers in other departments the impact your team makes by backing up your claims with solid data points. Good reporting relies on the right tagging structure. Related Article: How Support Tagging Boosts Product-Support Collaboration. Showcase Your Customer Support Team Progress.

Contact Center 67

Contact Center Article Customers Presentation 67

Michel Falcon Experience

APRIL 27, 2018

Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. If you watch the video and like the message, please consider sharing it on social media and TAG someone you think needs to hear the message. A diagram to share with your company and team.

Culture 122

Culture Social Media Leadership Brands 122

Customer Bliss

SEPTEMBER 20, 2016

Before OpenX, she was Chief Customer Officer at Tagged, a social discovery network with 300 million members, for which she ran all product, revenue, and business operations. Leadership shifts: Often, leadership shifts/adjustments impede the ability of a CCO to do their work. A CCO is normally a newer role at most companies.

Chief Customer Officer 201

Chief Customer Officer Leadership Definition User Experience 201

Eptica

JULY 2, 2020

Leadership comes in small acts as well as bold strokes, Carly Fiorina, HP True leaders are able to work at all levels to understand their business and customers. Tony Hsieh, Zappos The key to customer service excellence is making the entire company culture customer-centric. More about Tony Hsieh ) 2.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

Retently

MARCH 16, 2022

So, it’s no surprise that 51,9% of CSMs advance to leadership roles. This is a dedicated support rep that comes with an hourly or monthly price tag. Given the complexity of the Customer Success role, these reps need to have a 360 degree customer view, infusing knowledge of Support, Product, Marketing and Sales.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Gainsight

OCTOBER 25, 2023

Organize and Categorize with Purpose: Now that you have your ducks in a row, add a final column to your spreadsheet and call it “tags.” Instead of sifting through your spreadsheet to find all pieces of content that need a facelift, you can sort by tags. You may, but you also may not—and that’s fine.

Social Media 52

Social Media Leadership Connections Insights 52

CSM Magazine

SEPTEMBER 8, 2023

About the Author IRIS Chief Operating Officer, Tom Darnell, has a history of building successful businesses under his commercial and operational leadership. Meaning that inevitably, customers spend less time waiting on hold and more time actually speaking to an agent to reach a resolution.

Brands 59

Brands Average Handle Time Call Recording Technology 59

Thematic

FEBRUARY 11, 2024

Joe stated that the only way we can personalize experiences at scale is if we organize and tag all data in a granular way. Lunch at the Women's Leadership Lancheon  On the last day of the conference, Medallia hosted a Women’s Leadership Luncheon. Kristin Bell talked about the importance of believing in yourself.

NPS 62

NPS Hotels Events Demo 62

delighted

SEPTEMBER 8, 2021

For example, in my role now, I can’t stand up in leadership meetings and say, “We closed $14 million in Monthly Recurring Revenue.”. With Delighted reporting , I’m very meticulous about our dispositioning and tagging logic and on our reporting accuracy. In 2017, he completed Seth Godin’s AltMBA focused on strategic leadership.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score E Commerce 95

Eptica

JANUARY 8, 2020

Avoid these Five CX Leadership Traps! Despite ever-increasing investment, many CX programmes still don’t deliver - guest author Jeannie Walters explains some of the common leadership pitfalls that prevent success. Avoid these 5 CX Leadership Traps! Share this page on: Tweet.

2019 65

2019 Blog 2020 Leadership 65

Gainsight

JUNE 1, 2022

The images would have to be tagged as such, of course.) After a while, the computer would no longer need the tags; it will have learned to recognize the animal on its own. For example, say you wanted to teach a computer to recognize the difference between a dog and cat. Now imagine how this plays out with customer success.

NPS 52

NPS Metrics Customer Success Definition 52

Waypoint Group

JULY 18, 2018

These tags can be associated with any score from 0 to 10 and any comment can have as many tags as it takes to get the essence of what the customer said. If the rating was low, you can bet that the tag had a negative connotation. Sample NPS Tagging Taxonomy. These tags are fairly generic to most SaaS companies.

NPS 40

NPS Feedback Leadership Voice of Customer 40

Eptica

APRIL 30, 2020

Communicate strong leadership Building a strong customer service culture starts at the top , and business leaders must step up and communicate with both consumers and staff. So look at how you can give back, such as through working with the NHS, charities or simply supporting vulnerable customers in your activities. Share this page on: Tweet.

Net Promoter Score 74

Net Promoter Score Leadership Consumers 2020 74

Maz Iqbal

NOVEMBER 11, 2014

Filed under: Case Studies , Customer Experience , Leadership / Change / Transformation Tagged: customer experience , customer experience innovation , customer experience paths , innovation , leadership.

Travel 107

Travel Customer Experience Innovation Leadership 107

Customer Bliss

MAY 31, 2016

As Vice President of Customer Innovation for Alaska Airlines,Curtis built award-winning mobile apps and customer feedback programs, as well as pioneered such innovations as online bag-tags and the use of biometrics. In June 2015 Future Travel Experience named Curtis as one of 25 global innovation leaders in the airline industry.

Airlines 158

Airlines Customer Experience Insurance Innovation 158

Peter Lavers

JULY 24, 2020

If this has been just another silo tagged on to the periphery of your business, you’re at real risk. Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months. Digital transformation – oh, no not those words again!

B2B 52

B2B Leadership Reference Financial 52

Oracle

MAY 28, 2021

At a 2017 speech to the Interactive Advertising Bureau’s Annual Leadership Meeting , he said, “Sometimes we deliver a high- quality media experience, but all too often, the experience is, well, crappy. Mike explained TAG’s efforts to fight criminal activity in the digital advertising supply chain.

Advertising 52

Advertising 2017 Financial Magazine 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Hiring from the fractional workforce allows businesses to access focused and specialized expertise, on an as-needed basis, without the commitment or price tag of full-time hires.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Eptica

NOVEMBER 27, 2019

Establish a self-service strategy that prioritizes resolution, not channel choice Ensure leadership and management time is devoted to overseeing the role played by self-service and align resources with those channels that actually resolve customers’ queries, rather than simply providing a wider channel choice.

2019 97

2019 Leadership Consumers Travel 97

Maz Iqbal

SEPTEMBER 8, 2014

Let’s assume that you are a member of the leadership team for your organisation. Hurst as recounted in his book The New Ecology of Leadership : For the pilot program we decided to measure “on time delivery” as a proxy for customer satisfaction; that is, did the customer get the steel on the day we promised it?

Customer Satisfaction 116

Customer Satisfaction Leadership Travel Measurement 116

Maz Iqbal

OCTOBER 7, 2014

Filed under: Customer Experience , Employee Engagement , Leadership / Change / Transformation Tagged: customer experience , customer-centric , CXDay , CXPA , leadership , Renata Wallace , VoC , Voice of the Customer , Wallacespace.

Customer Centricity 102

Customer Centricity Leadership Events Innovation 102

ChurnZero

FEBRUARY 17, 2021

Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge. ChurnZero Resource: Inaugural Customer Success Leadership Study. Last year TSIA responded to over 3,000 inquiries from members. Wondering what is top of mind for companies when it comes to Customer Success?

Customer Success 78

Customer Success Workshop 2021 Webinar 78

Wootric

OCTOBER 19, 2018

Management (direct management and overall leadership). Each comment is tagging with relevant themes and each tag is assigned a sentiment (positive, negative, neutral). . The algorithms do all the tedious, normally time-consuming, work of reading qualitative feedback and organizing each comment into different buckets with tags.

Healthcare 58

Healthcare Engagement Feedback Hospitality 58

Maz Iqbal

JANUARY 8, 2015

Filed under: Customer Experience , Customer Loyalty , Employee Engagement , Leadership / Change / Transformation Tagged: calculating roi of customer experience , calculating roi of customer loyalty , customer experience , customer loyalty , customer relationships , employee engagement , leadership.

ROI 75

ROI Leadership Loyalty Customer Relationships 75

Maz Iqbal

DECEMBER 14, 2014

It occurs to me that the conversations that take place here, at The Customer & Leadership Blog, are simply an ongoing exploration and pondering of the ideas of customer relationships, relationship marketing, customer service, customer loyalty, customer experience, customer-centricity, and leadership.

Technology 80

Technology Customer Experience Leadership Customer Centricity 80

Maz Iqbal

SEPTEMBER 2, 2014

Here is my take on the matter of leadership and organisational change – including shifting organisations to be more responsive and aligned to customer needs: The context is decisive. What is that the astute change agent can learn here? I don’t know. Werner Erhard. The underlying structure of anything determines its behaviour.

Customer Centricity 107

Customer Centricity Hotels Insights Customer Service 107

Maz Iqbal

DECEMBER 10, 2014

Final Thoughts: Leadership and Governance. It is the competitive world in which Tesco competes which has forced Tesco’s leadership to deal with these management practices. It occurs to me that Tesco is in crisis as there has been a fundamental breakdown in leadership and governance.

Customer Centricity 110

Customer Centricity Government Retail Leadership 110

Michelli Experience

NOVEMBER 21, 2017

One of the many competencies required of leadership is knowing where to invest a company’s finite resources. While some brands in the video rental world looked to lease more and more property to rapidly position themselves as THE national brand, leadership at Family Video grew more slowly and purchased the strip malls where it opened stores.

Leadership 58

Leadership Entertainment Financial Consulting 58

InteractionMetrics

OCTOBER 25, 2023

Last, meticulous text analysis tagging of employees’ verbatim responses ensured employees’ voices were heard. This results in misalignments between leadership and staff. OCFA leadership can measure its DE&I programs’ impact with testing and data collection. Next Steps! Precise, nuanced next steps are clear.

Metrics 52

Metrics Interaction Culture Leadership 52

ProProfs Chat

APRIL 23, 2019

When people tag brands on social media, it’s more likely they want to get companies’ attention and direct them to their story. Once a user tags your account, your business profile gets a notification, which is why it’s easy to keep a track of brand mentions. Reply to Brand Mentions. Focus on Nothing but Direct Messages and Mentions.

Social Media 67

Social Media Poor Customer Service Brands Customer Service 67

Customer Bliss

OCTOBER 25, 2018

His team created check-in systems, clear signage indicating where things are located, and floating greeters who wear visible tags to help greet and guide visitors who are unsure of where to go. His team was united in a vision and all had a desire to work together, which is one of the first steps in CX transformation — uniting leadership.

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

Stella Connect

MARCH 2, 2022

But, while service recovery exists already for many companies, leadership may fail to realize its full potential. Tagging and alerts help sort tickets categorically and notify customer service team members instantly, making targeted recovery seamless. If this occurs, service recovery can’t be nearly as effective as it needs to be.

Measurement 52

Measurement Feedback Leadership Social Media 52

Kustomer

MARCH 8, 2021

Speaking about 2021 customer service trends , Allegra Ubbes, a senior advisory specialist at Gartner, summarized the market this way: “Customer service and support leaders face increased pressure from leadership on the role of the service function in improving operational excellence and growing the business. How great a spike in activity?

Omnichannel 69

Omnichannel 2020 Retail Contact Center 69

Kustomer

JUNE 1, 2023

The goal here is to convince your company’s leadership that personalized CS is a vital part of the health of your entire business. Modern customers connect with brands asynchronously, whether it’s tagging your company in their Instagram story one day or emailing with questions about their recent purchase the next.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

Maz Iqbal

OCTOBER 14, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Customer Service , Employee Engagement , Leadership / Change / Transformation Tagged: brand promise , customer experience , customer loyalty , customer service , employee engagement , leadership , Nunwood 2014 CX Excellence , value propositions.

2014 91

2014 Customer Philosophy Customer Experience Leadership 91

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Thought Leadership Blogs and Label. This is why we launched our unique human-focused thought leadership content to cut through the clutter of vague social tips and misguided strategies. KPI Keyword Links and Definitions.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52