Customers Rock!

APRIL 14, 2010

Recently on Customers Rock! We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Countless reports and case studies have proven this linkage.

Social Media 154

Social Media Case Study Financial Banking 154

Retently

OCTOBER 19, 2018

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Chattermill

SEPTEMBER 11, 2019

Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making. Netflix is customer obsessed. Netflix is obsessive in its pursuit of customer satisfaction. The average business has the average company has over 20 customer touchpoints.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Esteban Kolsky

APRIL 22, 2015

The year was 2009 – eons ago in today’s fast paced world. Finally, getting back to this day and age, we found out that customers aren’t truthful in their answers to surveys. Better Segmentation, Better Returns – One of the tenets of success in managing relationships with customers is proper segmentation.

Analytics 60

Analytics CRM Loyalty Resources 60

Customer Guru

FEBRUARY 23, 2018

Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa. This article is framed in a question-answer format; please feel free to share your feedback on the article too. Can you tell me what Zoona is? What are you doing on the field?

Groups 112

Groups Marketing Customer Experience Financial 112

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. How can organizations support their employees—and manage the business risk? Without proper management and leadership, constant change can be exhausting. So what has to happen?

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Service Untitled

OCTOBER 25, 2010

From there an organization could concentrate on potential new sales, support, and marketing strategies to retain customers and find new ones. No longer do customers just call and speak to customer service representatives; customers speak to each other, comment on articles, research common opinions, and blog.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

OCTOBER 22, 2010

Service Untitled The blog about customer service and the customer service experience. Your products and services provide your customers with the choice to use your company, but your brand defines whether the customer will choose you over your competition. If a product fails, use feedback to improve it.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

NOVEMBER 6, 2009

Service Untitled The blog about customer service and the customer service experience. Escalations are usually from angry/vocal/important customers who are having a problem and are going “up the chain&#. Staying in touch with the customers. Focusing on management. There are a couple of different views on this.

Policies 40

Policies Exercises Travel Customer Service 40

Service Untitled

MAY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience. Share your short and long term strategies with your employees and let them know what the management team is working on. Consider having meetings with a couple of employees at a time where you answer questions and address concerns.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

AUGUST 6, 2009

Service Untitled The blog about customer service and the customer service experience. In one drive-through experience, I managed to find what seemed to be the black hole of McDonald’s and get told to pull up to the exact same window I was already at. photo credit: Robert Couse-Baker No related posts to display.

Exercises 40

Exercises CRM Customer Service Consulting 40

Service Untitled

JULY 15, 2009

Service Untitled The blog about customer service and the customer service experience. My personal style is to talk to employees about what the problems and opportunities are before I talk to managers about the same thing. After I met with the employees, I took their ideas and feedback back the drawing board.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

DECEMBER 27, 2010

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. There is also a powerful link with companies and customers who actually listen to the suggestions and feedback of consumers.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

Service Untitled

MARCH 24, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day. Disney has perfected crowd control. Employees are everywhere.

Exercises 40

Exercises Travel CRM Customer Service 40

Service Untitled

SEPTEMBER 10, 2009

Service Untitled The blog about customer service and the customer service experience. All we need is for senior leaders to occasionally walk through our areas, show interest in what we do, spend time understanding what we are learning from customers, and thank us for our contribution.&#

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

APRIL 16, 2009

Service Untitled The blog about customer service and the customer service experience. Unfortunately though it’s probably more likely a case of a buiness that never really has given thought to the concept of the long-term value of your average customer.

Advertising 40

Advertising Policies Case Study Company 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132