Customer Bliss

DECEMBER 15, 2015

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience.

Touchpoint 157

Touchpoint Customer Journey Innovation Customer Experience 157

Customer Bliss

DECEMBER 18, 2014

How your company takes action and how you stitch the actions together makes a huge difference for the front line. You need to know if there is a chasm in perception of commitment and action as you move forward in the customer experience work. Is it a Reliable Experience or Experience Breakdown?

Customer Relationships 145

Customer Relationships Interaction Customer Experience Connections 145

CloudCherry

DECEMBER 1, 2018

We’ve invested a ton of time and energy into building the easiest, quickest integrations with the tools our clients already rely on. Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. There are better ways to understand your customers.

CEM 186

CEM ROI Metrics 2018 186

CloudCherry

NOVEMBER 13, 2018

We’ve invested a ton of time and energy into building the easiest, quickest integrations with the tools our clients already rely on. Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. There are better ways to understand your customers.

CEM 170

CEM ROI Metrics 2018 170

Zeisler Consulting

AUGUST 19, 2020

Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process Engineering program here.

Customer Centricity 93

Customer Centricity Culture Contact Center Customers 93

Alida

JULY 28, 2017

They want a better customer experience (CX) and are willing to pay for it. While retail giants such as WalMart and Amazon have both risen to success by reducing their price, 81 percent of customers indicate that they’re willing to pay more online and in-store for a superior customer experience, according to a recent Capgemini report.

Net Promoter Score 140

Net Promoter Score Retail Consumers Culture 140

Customer Bliss

NOVEMBER 8, 2016

Lee West is the Pastor of Guest Experiences — a very new role in the not-for-profit “church world” (as he calls it). 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.

Guest Experience 128

Guest Experience Leadership Retail Sales 128

Customer Bliss

DECEMBER 15, 2015

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience.

Touchpoint 100

Touchpoint Customer Journey Innovation Customer Experience 100

Customer Bliss

FEBRUARY 28, 2017

Lyft is a company founded on a specific mission ( more here ), and her role is designed to reflect both customer experience and trust. Some companies you’ll see claim to have an awesome customer experience program, but what they mean is “we generate a bunch of revenue from customers.” About Mary.

Customer Experience 149

Customer Experience Transportation Leadership Customers 149

CSM Magazine

MAY 17, 2021

Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Metrics 59

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Under Karen’s leadership, the CCO organization defines and develops Dell’s customer experience strategy and programs to maximize customer satisfaction, acquisition, retention and profitability.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

CSM Magazine

NOVEMBER 18, 2022

Kate Kompelien, Executive Director of CX Strategy and Design at TTEC Digital, explains how to use VoC to understand your customer’s needs across the Total Experience. . Consumers increasingly choose to do business with companies based on the experiences they provide. Start by listening to the voices of your customers.

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing. That’s not how it works.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Think Customers

AUGUST 10, 2022

Artificial intelligence (AI) has been around for decades but its promises – a deeper understanding of customer intent, and better and faster experiences for customers and associates alike – continue to go largely unrealized. Why isn’t AI elevating customer experience? In reality, though, it falls short.

Customer Journey 52

Customer Journey Brands NPS Consumers 52

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Every company has a culture, and it isn’t something you can directly build. A customer service culture is not about the specifics of individual customer interactions.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 50% Process Engineering. 20% Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 50% Process Engineering. 20% Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Upstream Works

JANUARY 9, 2020

That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time. While that level of customer support may only seem aspirational, it’s actually quite achievable when you deploy the right technologies to drive the right outcomes.

Contact Center 78

Contact Center Omnichannel 2020 Communication 78

SurveySensum

SEPTEMBER 28, 2023

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? – Forbes That’s a staggering figure that underscores the immense significance of providing exceptional customer service.

Customer Service 52

Customer Service Feedback Customer Satisfaction Multi-Channel 52

Thematic

MARCH 13, 2023

The conference is so large that it's impossible to experience everything it has to offer. The conference is so large that it's impossible to experience everything it has to offer. With 10 breakout sessions happening simultaneously, you'll be torn between choosing at least three to attend.

Entertainment 62

Entertainment Events 2023 Advertising 62

Kustomer

OCTOBER 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Danilo Pozo from Cisco to learn about lifecycle management and being the customer’s number one supporter. Taking the Journey with Your Customers. Global Talent is Key to Entering Different Markets.

Customer Experience 105

Customer Experience Management Culture Sales 105

Zeisler Consulting

JUNE 3, 2021

This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience. Surely this is something we can relate to: putting the Customer right up front (notice this is Principle #1) when it comes to the work we do. Fair enough.

Document 72

Document Definition Presentation Measurement 72

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Customers 149

Customers Loyalty Consulting Engagement 149

Qualtrics

SEPTEMBER 23, 2020

As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up. Originally published on Forbes.com.

Net Promoter Score 48

Net Promoter Score Culture Download Social Media 48

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. Tune in to the episode to learn more! The Benefits of AI.

Interaction 98

Interaction Books Metrics Customer Service 98

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today. How did Charlotte assess the work to be done?

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. What gets in the way of your employees serving and delivering greater customer value? Customer Performance. Introduction. Employee Engagement.

Chief Customer Officer 52

Chief Customer Officer Engagement Airlines Employee Experience 52

Hallmark Business Connections

APRIL 26, 2021

And with nurses on the front lines of a global pandemic, threats to their mental and physical health have multiplie d exponentially. Nurses Need Human-Centered Customer Experience Strategies. Here are three ways to improve the nursing experience now: 1. Understandably, burnout is also tough for retention.

Customer Experience 67

Customer Experience Healthcare E-support Hospitality 67

Alida

JULY 16, 2018

Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do. Listening to customers and taking action. Knowing our customers.

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Qualtrics

DECEMBER 10, 2020

They must continuously learn what customers, employees, and partners are thinking and feeling, redefining their business models to provide positive, personalized experiences. What is experience management? The evolution of experience management. The evolution of experience management. X + O data.

Management 52

Management Employee Experience Culture Social Media 52

Kustomer

OCTOBER 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX pros at Kustomer – Gordana and Chad. Let’s Hear it for Customer Service Week!

Customer Service 98

Customer Service Customers Interaction Culture 98

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications. Do you know the customer experience misconceptions at your organization? Do you know the customer experience misconceptions at your organization?

Culture 143

Culture Communication Customer Centricity Brands 143

Clarabridge

AUGUST 26, 2015

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization. With a CEO-backed program, you can help transform your company culture into one with a customer-first mind-set.

CEM 70

CEM Webinar Healthcare Social Media 70

West Monroe

MAY 16, 2022

That’s twice as disruptive as the Russia-Ukraine war and three times as disruptive as cyberattacks. That’s what executives proved in West Monroe’s latest quarterly executive poll. At the end of last year, Covid’s effects were waning, travel was increasing, and 2022 looked like a comeback year. Executive Outlook: Q2.

2022 98

2022 2021 Banking Competitive Advantage 98

West Monroe

DECEMBER 11, 2022

Inflation has driven prices to their highest adjusted point in decades, while student loan debt and a reliance on unsecured lines of credit continue to drive uncertainty. It’s no secret that the current economic environment is unpredictable. The simple answer is both. Facing an economic downturn, banks should play offense.

Banking 52

Banking Marketing 2008 Financial 52