CX Accelerator

SEPTEMBER 24, 2019

Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world. But make sure that your approach demonstrates not a desire to change and control, but a wish to invite others in to share your passion and vision.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. What is fascinating is that when people get specific about what they love about their stay, the trivial things are what make them rave. People love it.

Hotels 78

Hotels Fashion Workshop Government 78

Beyond Philosophy

MAY 28, 2021

To get us started, here are the rules we shared on a recent podcast , and then, we’ll take a deeper dive into the concepts behind each of them: B2B is complicated, so you need to simplify it. I understand why we have this dichotomy. Moreover, it makes it easier to get the team’s buy-in.

Management 155

Management Customer Experience B2B Customer Relationships 155

ChurnZero

MARCH 19, 2021

About 75% of change efforts fail due to their inability to deliver value or complete abandonment, according to HBR. Pile that probability on top of the compounding stress of living through a pandemic and your chance of change friction and burnout becomes even more certain. Uncertainty. “If People don’t like being caught off guard.

Customer Success 88

Customer Success Management Customers Feedback 88

InMoment XI

JULY 11, 2022

This is why the design of the survey can ultimately determine the survey’s success. Scale Questions : Scales are a great way to get multi-dimensional data while offering a measurable and simple set of options. Remember: people take the path of least resistance, so simple, clear, and thoughtful questions work best.

Measurement 493

Measurement Information Brands Consumers 493

ShepHyken

DECEMBER 17, 2023

The exchange is straightforward: customers get benefits; the brand gets loyal customers. Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. It’s time to get one!

Article 59

Article Customer Service 2023 Customer Centricity 59

Experience Investigators by 360Connext

APRIL 25, 2023

But the reality is that a diagram, an empty chair, or a cardboard cutout don’t actually change business practices. Organizational culture is usually defined and communicated by founders and leaders, but it is also shaped and changed by employees. Here are a few ideas to get you started. It’s time to get to work.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Beyond Philosophy

DECEMBER 7, 2023

How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. My worry with AI is that we will end up with companies that use it to slash and burn the people on staff to get profits. It did change our lives, but over 30-some-years.

2024 89

2024 Customer Experience Workshop Call Center 89

CX Accelerator

SEPTEMBER 24, 2019

Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world. But make sure that your approach demonstrates not a desire to change and control, but a wish to invite others in to share your passion and vision.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

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. Company politics is not about who gets playing time but about understanding people’s true motivations. It was clear that politics were getting in the way of what was best for the organization there. Then, you encounter resistance.

Management 148

Management Books Consulting Measurement 148

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Resist the temptation to delay building or using a persona because the research itself is so time-consuming. But often it’s a form of “analysis paralysis” and delays getting a persona to use. Like other tools, personas can be changed and updated as you learn more about the marketplace, your customers, or your organization.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

CSM Magazine

DECEMBER 6, 2023

In this article, we will explore why investing in customer success training is a smart decision and the benefits it can bring to your business. Let’s get started! Why is client satisfaction important? They can minimize, if not eliminate, incidents of customers getting frustrated over poor service.

Customer Success 52

Customer Success Exceptional Customer Service Social Media Customer Satisfaction 52

CX Accelerator

SEPTEMBER 24, 2019

Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world. But make sure that your approach demonstrates not a desire to change and control, but a wish to invite others in to share your passion and vision.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Customer Bliss

FEBRUARY 21, 2019

I asked Rekha how did she get started with the work that needed to be done upon starting her new role, and she responded with, “don’t be afraid to ask, why, and don’t be ashamed to ask, ‘I don’t know, please teach me.’” She shares that the Dialog culture promotes continuous change, even if it’s met with resistance.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Andrew Mcfarland

MARCH 28, 2023

Resistant – Stakeholders in this category are aware of the project but are resistant to the change. Neutral – Stakeholders in the neutral category are aware of the project but neither resist nor support it. This is crucial because it lets the project team understand why they have that stance.

Engagement 48

Engagement Communication Management Document 48

Customer Bliss

FEBRUARY 21, 2019

I asked Rekha how did she get started with the work that needed to be done upon starting her new role, and she responded with, “don’t be afraid to ask, why, and don’t be ashamed to ask, ‘I don’t know, please teach me.’” She shares that the Dialog culture promotes continuous change, even if it’s met with resistance.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

Second to None

MARCH 23, 2018

This post will walk you through some of the methods to using survey analytics to get into the mind of your customer. The river is always changing and moving at a rapid pace while the mind remains the same for generations. In short, technology always changes but the human mind does not. Persuading Resistant Customers.

Voice of Customer 66

Voice of Customer Customer Centricity Consumers Customers 66

Zeisler Consulting

NOVEMBER 3, 2021

One of the roles we, as CX professionals, play, is that of change agents. Some folks—especially in the Process Engineering part of our work—even get certified in various methods and practices around change management as a discipline and a skill. It’s surprising, then, to see how resistant some CXers are to change.

NPS 93

NPS Metrics Culture Management 93

Beyond Philosophy

JUNE 16, 2022

Figure Out the Why Before You Try the What. So, why are they like that? I asked the CEO why he hired us if he didn’t have any competition to best, and he said, “We want to employ the best people, and the best people will want to come to the best company.” That’s because what gets measured gets done.

Voice of Customer 78

Voice of Customer Customer Centricity Culture 2005 78

Beyond Philosophy

AUGUST 18, 2022

One way to think of the two personalities is how they get their power. If they get it by being around people, then extroverts. If they get it from quiet time, introverts. Cain says people think about leaders and people who change the world as extroverts, and many of them are. For example, I am curious, naturally.

Reference 147

Reference Measurement Leadership Books 147

Beyond Philosophy

MARCH 21, 2024

Too many organizations do not plan for a customer crisis, and I want to change that. Whoever is taking the complaint or is the next step in escalating the problem must resist the temptation to succumb to agitation. Collecting the necessary details about what happened will be productive and help you get the service up and running again.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Thematic

AUGUST 25, 2021

It’s all about understanding the audience and resisting the urge to share the information we think is most important, but may not be considered important by the stakeholders. Can we evolve our role to aid in the implementation of insight-driven change? Mark talked about how CX professionals need to champion the change.

Insights 116

Insights Presentation Leadership Feedback 116

Beyond Philosophy

DECEMBER 6, 2019

Where does the customer get put on your agenda? Where companies get into trouble is failing to acknowledge the tradeoff. When you cut personnel or make changes to production to reduce your costs in the short term, there is a good chance that your Customer Experience will not be as good in the long-term. Is it in there at all?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. If you ask ten people to explain it, you will get ten different answers. Ahearn says where people make a mistake is by trying to get the other person to like them.

Consulting 168

Consulting Interaction Definition Insurance 168

SurveySparrow

JANUARY 31, 2024

This blog will look into five NPS alternatives and why you should use them. So, why do we say it is essential? ” You ask them how easy it was to get what they wanted. It’s like giving businesses a GPS to navigate the path of least resistance. With CSAT, you get a snapshot of the overall satisfaction.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

SurveySparrow

APRIL 19, 2022

Change management surveys help you streamline your company’s change process. Use the change management survey questions in this article to survey your employees during a change project. 80+ Change management survey questions for employees. Management keeps us informed about the changes before making them.

Management 52

Management Culture Demo Article 52

Integrity Solutions

AUGUST 9, 2023

All of these sales cycle setbacks impact forecasting accuracy, which can lead to more pressure from sales managers, but pressure alone doesn’t change the realities that have dragged out the process. You’re bound to get people to open up more and find more sales opportunities through actual human dialogue.

Sales 73

Sales ROI Insights Definition 73

Beyond Philosophy

AUGUST 14, 2019

We also define which kinds of resistance you want built-in your experience that can create an experience that keeps customers coming back for more. Waiting months to get an appointment with a medical specialist because you want to see “the best,” and he or she must be the best since they are so unavailable. It’s a great point.

Customer Experience 132

Customer Experience Fashion Customers Books 132

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Micro Expressions Have Macro Changes in Store for Customer Experience.

2005 102

2005 Measurement Consulting Technology 102

Gainsight

DECEMBER 20, 2020

If your end customers can’t figure out how to use your product or they can’t get it to work in their network, or they can’t change their business process to adapt to its features , it has little or no value to them. get the resources or the buy-in of people to get to those resources.

ROI 59

ROI Events Customer Success Document 59

SurveySparrow

JUNE 30, 2023

The Power of Customer Experience (CX) Design: Why It Matters At its core, customer experience design is about putting your customers at the heart of your business strategy. Keeping up with these ever-changing expectations and staying ahead of the curve can be a challenge.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

Beyond Philosophy

FEBRUARY 16, 2023

Then, when you give them more options, they get frustrated and have a negative experience. I also have experienced changing my expectations based on the number of options available. The number of options has changed what I find acceptable. Barry Schwartz’s book The Paradox of Choice does an excellent job addressing this topic.

Reference 78

Reference Financial Retail Books 78

Natalie Petouhof

AUGUST 15, 2022

Change management is a critical skill when leading company growth and responding to digital disruption. Effecting change is challenging enough in our personal lives, when we have only our own actions and goals to contend with. Change management is the key. Overcoming change fatigue. Original Article by Jim Tincher.

Leadership 52

Leadership Books Workshop Banking 52

Customer Bliss

DECEMBER 22, 2016

Jeanne Bliss: The other piece is resisting the pressure that will immediately be placed on them to just be the break/fix person. Tools, data solutions, dashboards, while these are helpful, if the company doesn’t have clear strategy, is it also changing leadership behavioral change and operational accountability?

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

Beyond Philosophy

DECEMBER 30, 2021

However, when I look back on the last year, I do have some key things I have learned, and they include the following: Change is constant and unrelenting. . As we end 2021, we are emerging from under the shadow of the pandemic and getting on with life. Customer experience is declining as a driver of change. .

2010 78

2010 2002 2021 2019 78

Beyond Philosophy

JANUARY 2, 2019

With all the effort that companies are putting into improving their Customer Experience, why are there no improvements? Having been in the industry since the beginning, I have seen many changes and in my opinion. Senior management doesn’t get the Customer Experience concept. Change is hard; people will resist it.

Net Promoter Score 156

Net Promoter Score Customer Experience Hospitality Consulting 156