Customer Bliss

JULY 3, 2018

There was an urgency around changing the culture within the agency to become a culture of yes. Greg sat in on every hearing and listened to what was said, which gave him an idea of where his responsibilities in impacting the culture would come into play. Develop Your Core Values to Drive Growth and Prove Commitment.

Government 120

Government Customer Experience Management Customer Experience Management 120

Vonage

JULY 3, 2018

To illustrate this point, he recalled the summer of 2011, when Netflix decoupled its DVD business and its streaming business while, at the same time, increasing the price of its subscriptions. Creating a customer-centric culture. Success is also about mistakes. True customer success is how you react when you make a mistake,” Kirk says.

Customer Success 204

Customer Success Social Media Metrics Customer Centricity 204

Magellan Solutions

MAY 6, 2024

Examples of onshore outsourcing: Outsourcing within the same country Key advantages of onshore outsourcing: Cultural and linguistic alignment Faster communication Further, onshore providers may be better qualified to navigate domestic regulations and compliance requirements, reducing their clients’ administrative burden.

Resources 97

Resources Telecommunications Return on Investment Culture 97

Alida

JUNE 16, 2016

Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend normal business practices to be customer-centric, how culture acts as a growth engine and how brands can thrive in both good and bad times.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

CSM Magazine

NOVEMBER 2, 2023

The culture is different and Sigma have created something amazing for their people and their clients through a strong family and community approach. Founded in 2011, Sigma employs over 5,000 people across the UK, South Africa, Australia and the United States. For the last six years I’ve admired Sigma Connected and its ways of working.

Groups 52

Groups Connections Leadership Government 52

Magellan Solutions

FEBRUARY 14, 2024

They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. Case Study 2: Maxicare Healthcare Corporation Maxicare, a leading HMO in the Philippines, partnered with Accenture in 2011 to outsource their finance and accounting functions. This raises satisfaction.

Call Center 98

Call Center Healthcare Company Hospitality 98

Magellan Solutions

MAY 2, 2024

Outsourcing offshore requires careful consideration of data security, cultural differences, and regulatory compliance. Communication and Cultural Challenges Navigating the complexities of outsourcing offshore can present communication and cultural hurdles. It helps them handle surges in work and cover things like parental leave.

Call Center 52

Call Center Culture Software Communication 52

Customer Bliss

APRIL 24, 2018

We discuss how she created a path for her global role leading customer experience across all of Microsoft, and how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture. Took the time to understand cultural differences.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Magellan Solutions

FEBRUARY 15, 2024

Our healthcare professionals value hard work, excellence, and quality service—flavored with the Filipinos’ trademark naturally hospitable culture. They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. This raises satisfaction.

Call Center 52

Call Center Healthcare Company Hospitality 52

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Catherine has been featured in Harvard Business Review, The Wall Street Journal, Fast Company, and TEDx. Some were threatened.

Leadership 0

Leadership Customer Experience Report Innovation 0

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. Doing so propels the culture to manifest itself. Together, we toured, listened, shared, asked questions, and engaged with the company’s top CX executives. And this program was recently expanded to include low-income veterans.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

C3Centricity

JULY 17, 2016

One last point for International organisations; be aware of cultural differences. Explore and understand the culture (>> Tweet this <<) where the observations are being made, especially if you are not a local. What is appropriate in one culture may be offensive or irrelevant in another.

Exercises 120

Exercises Customer Centricity Culture Connections 120

Customer Bliss

JULY 26, 2016

Since joining Safelite Group in August 2011, Renee Cacchillo has been an influential leader who helped achieve the compan y’s goals by working collaboratively across various business units. You need to move from widgets, spreadsheets, numbers, and KPIs to a “why” culture — and one centered around stories.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Confirmit

NOVEMBER 7, 2018

PHLY has run its VoC activities with Confirmit since 2011. That's a massive shift in the culture of the organization, and it’s a welcome change that's driven tremendous positive results.” The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey.

Insurance 40

Insurance Video Survey Feedback 40

Confirmit

NOVEMBER 7, 2018

PHLY has run its VoC activities with Confirmit since 2011. That's a massive shift in the culture of the organization, and it’s a welcome change that's driven tremendous positive results.” The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey.

Insurance 40

Insurance Video Survey Feedback 40

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Blog Culture Customer Experience Featured c-suite leadership linkedin' And now, with the rise of moving businesses to become more digital, the intersection is more daunting.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Magellan Solutions

MAY 3, 2022

Back in 2011, Vodafone had moved two of its call center operations to Egypt and India. Wells Fargo, the fourth-largest bank in the world, already had its operations in the Philippines since 2011. What sets the Philippines apart from other countries is its close cultural ties with the West, its accent, and the cost of labor.

Call Center 81

Call Center Company Telecommunications Banking 81

Magellan Solutions

JUNE 17, 2019

Since 2011, more and more US companies rely on Filipinos to do outsourcing work. Cultural Adaptability. The Philippines has a rich historical culture. Its receptiveness to Western culture and ideas can be traced back to 400 years of shared culture with Spain and the US.

Telecommunications 70

Telecommunications Government Call Center Culture 70

Magellan Solutions

FEBRUARY 2, 2022

2011 : A total of 638,000 Filipinos are working in the BPO industry—400,000 of which are working in call centers—making it the biggest and fastest-growing job providers in the private sector. Exposure to popular western culture. Foreign countries prefer to outsource jobs to the Philippines because it is receptive to western culture.

Call Center 75

Call Center Industry Contact Center Government 75

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. If you change course every month, you’ll never go anywhere.”

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ShepHyken

MARCH 21, 2017

Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture. Raising an NPS isn’t easy.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

Horizon CX

JULY 15, 2019

Clearly the decision, in that case, was to transform a culture rather than check the box on a form. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. That didn’t exist back then.

Course 113

Course Training Entertainment Exercises 113

Totango

DECEMBER 21, 2017

Totango really impressed us with their belief that customer centricity is the key to delivering phenomenal customer success, and we intend to make that part of our culture too. Prior to joining Google in 2011, Dante has held several roles in higher education, consulting, and in software development. Great Team Building Opportunity.

Customer Success 48

Customer Success Conference Customer Centricity Consulting 48

PeopleMetrics

AUGUST 25, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. Because it’s emphasized at the leadership level, we embrace the culture of taking the client needs into consideration when all decisions are made. It’s just how we do business.

Customer Centricity 124

Customer Centricity Tips Feedback Customers 124

Russel Lolacher

SEPTEMBER 20, 2022

Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. One of the best employee experiences I’ve had in my very long career, and it’s mostly because they’re very, our culture is very people first. What can trigger it.

Culture 111

Culture Study Leadership Employee Experience 111

CSM Magazine

APRIL 9, 2019

Many times, these programs become a flash-in-the-pan, not truly geared towards building a healthy organizational culture, but a reaction to when employees are disengaging and attrition numbers are up. In 2011, Torbay Hospital was named Acute Healthcare Organization of the Year. Instead, it turned into something much worse.

Employee Engagement 40

Employee Engagement Engagement Hospitality Effort Score 40

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Being data-driven is first and foremost about process and culture. Partnership.

Data 64

Data Analysis Analytics Report 64

Helen Dewdney

MARCH 21, 2019

However, Wikipedia states that “following the Postal Services Act 2011 a majority of the shares in Royal Mail were floated on the London Stock Exchange in 2013 A 30% stake was retained by the Government but the rest of Royal Mail was sold in 2015.” Cost of second class stamps Cost of first class stamps

Government 46

Government Policies Management Financial 46

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Daniel Group

FEBRUARY 5, 2021

Butler’s a client of ours since 2011. It’s starting to be ingrained more in our culture, our leadership buy-in. And we have the amazing leadership group right now that takes our mission and our vision, and we are in the middle of that cultural transformation that we are living it and breathing it. So thank you a lot.

Effort Score 111

Effort Score Leadership Groups Communication 111

Talkdesk

JULY 20, 2016

Mistake 3: Building the wrong culture. Just saying the words is not enough to instill it into your culture. An 2011 American Express study found that 80% of Americans agreed that smaller companies place a great emphasis on customer service than large businesses. This is especially important as companies scale.

Customer Service 40

Customer Service How To Customer Centricity Call Center 40

Magellan Solutions

DECEMBER 5, 2019

Filipinos are known for their neutral accent and high familiarity with American culture due to its close ties both in the past and the present. In the year 2011, the company has more than 1 thousand representatives from sixty different countries that handle more than 10 thousand calls every week.

Company 59

Company Call Center Insurance Telecommunications 59

Customer Bliss

MAY 17, 2016

Mark walked us through the importance of building the cultural commitment to customer experience prior to this effort — to ensure that this work would be successful. Around 2011-2012, Audi began to focus much more a customer-centric approach. You can learn more about that below. How Mark was awarded his role. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Magellan Solutions

JULY 26, 2015

Since 2011, more and more US companies rely on Filipinos to do outsourcing work. Cultural Adaptability. The Philippines has a rich historical culture. Its receptiveness to Western culture and ideals. can be traced back to 400 years of shared culture with Spain and US.

Telecommunications 40

Telecommunications Government Culture Industry 40