Comm100

MAY 25, 2022

In the end, consumers will “put you on blast,” and you may find yourself staring down the barrel of a social media witch hunt if your company comes up short. However, customer culture has changed dramatically. The post Guest blog: The Future of Customer Service: Changes & Challenges in 2022 appeared first on Comm100.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Advantage Communications

JULY 30, 2020

In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy.

Contact Center 91

Contact Center Culture Company Customer Service Strategies 91

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . This page quickly became the most-read page on their website.

Feedback 492

Feedback Culture eBook Training 492

NobelBiz

FEBRUARY 3, 2020

The post VIDEO: Steve Bederman on the Importance of Company Culture appeared first on NobelBiz®. Hear Christian Montes chat with Steve Bederman, President of NobelBiz, in our first episode! They go from childhood to early career, passions and current business goals within the call center industry.

Culture 45

Culture Video Company Call Center 45

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

How To 130

How To Chatbots Omni-Channel Social Media 130

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

ShepHyken

JUNE 7, 2019

A whopping 73% of consumers report satisfaction with their live chat experiences—the highest level of all customer service channels—but just 14% of companies use this technology , and even fewer use it powered by real humans. Many companies are well aware of this, of course. Think your business is an exception? Think again.

Connections 119

Connections Customer Centricity Consumers Culture 119

Lumoa

OCTOBER 24, 2023

One surefire way to deliver happiness to customers is to create a culture of happiness within the company. It starts with recognizing that customers also have a hierarchy of needs in their dealings with a company. In customer experience, this is a practical piece of advice that can help companies reduce customers’ pain points.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Company Overview The first pages of your RFP will always be the “get to know you” section. For remote training?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

ECXO

APRIL 18, 2024

The key digital conversations skills your customer service need (case examples) • What companies are doing to spread customer culture in any department (case examples) • How to leverage ‘The Power of Digital Conversations’ in your organization Bio: Paolo Fabrizio – Digital Customer Service Consultant, Trainer, Speaker.

Insurance 111

Insurance Consulting Travel B2B 111

Strativity

DECEMBER 5, 2017

In light of this, companies large and small should take this as a wakeup call and ask themselves how could this happen? In simplest terms, there are two types of corporate cultures: self-centric and purpose-driven. Self-centric cultures evolve over time and celebrate individual achievements. And could it happen here?

Culture 40

Culture Company Guidelines Training 40

BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. This is especially true for smaller, privately-owned companies.

Contact Center 177

Contact Center Policies Effort Score Government 177

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken. So what can we learn about the customer culture at Southwest?

Customer Service 85

Customer Service Airlines Culture Survey 85

Helpt

FEBRUARY 27, 2024

We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. They are the invisible threads that weave together a strong company culture, foster effective teamwork, and empower your team to navigate the ever-changing IT landscape.

Leadership 98

Leadership Culture Communication Exercises 98

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list. It looks different today, but is just as strong as ever. .

e-support 264

e-support Culture Innovation Employee Engagement 264

ShepHyken

AUGUST 25, 2017

Its goal is to help speed up a company’s ability to provide important information to consumers. More so, some reports indicate chatbots are money-saving tools companies can’t overlook. View a chatbot as an extension of your brand — it’s the first interaction many consumers will have with your company!

Chatbots 147

Chatbots Customer Service Tools Poor Customer Service 147

ShepHyken

AUGUST 30, 2019

By working to increase your customer lifetime value, you can afford to spend more on advertising, out-market competitors, and increase company profits. Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable.

Loyalty Programs 105

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 105

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured). Zappos is a case study on how to create a customer-focused culture. Back to CX Accelerator Blog Home Igniting a passion for CX.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. First, read and re-read this blog post.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

ShepHyken

FEBRUARY 8, 2019

However, I want to discuss one of the crucial elements that companies and their contact centers tend to ignore when aiming to provide good customer service experience and obtain high CSAT rating. This will lead to a better company image and potentially increase productivity and performance. That element is employee feedback.

Omni-Channel 95

Omni-Channel Feedback Customer Experience Data 95

ShepHyken

DECEMBER 14, 2018

Successful cyber attacks have plunged organizations of all shapes and sizes into chaos, from private companies to governments. The post Guest Blog: Do customer experience teams take cyber security risks? Over three quarters (76 percent) of our respondents told us that they do have routing IT policy procedures.

Customer Experience 103

Customer Experience Policies Government Customers 103

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Bookmark this list and get through it bit by bit. Books for Product Managers.

Resources 80

Resources Management Conference Groups 80

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). Linden founded a company in 1988 that was aimed at developing the marketing discipline.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Strativity

JUNE 9, 2014

People create culture- so why is it so hard for people to change it? Culture is made up of many influences over the course of a long period of time. When you’re changing culture, you’re changing the intangible. Companies try to find the quick fixes, but they tend to backfire or make issues worse. It’s not a written law.

Culture 40

Culture Company Training Course 40

Daniel Group

JANUARY 25, 2024

Want to make your customer experiences memorable at your company? And 80% of customers were more likely to come back and refer their friends if the company uses humor in their sales and CX. Guidelines Be mindful of your customers: Consider how they may react based on their preferences and cultural backgrounds.

Loyalty 52

Loyalty Guidelines Conference Culture 52

ShepHyken

FEBRUARY 23, 2018

In a wide range of customer service scenarios, this brick wall kind of result happens frequently- so much so, in fact, that it has become a kind of cultural joke that we can all laugh about and relate to, but there’s a missed opportunity here, and a chance to amaze and delight customers that have been tragically lost.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Customer Bliss

AUGUST 30, 2021

She personally writes letters to the parents of her top 400 executives describing how the values they instilled benefit PepsiCo, saying “Thank you for the gift of your child to our company.”. Find & Hire People Who Align With Your Company Values. Selecting who will, and will not, become members of these companies is job number one.

Case Study 310

Case Study Hotels Travel Company 310

ShepHyken

APRIL 12, 2019

Whether due to feeling overworked or underappreciated, setting realistic expectations upon hire and educating seasonal staff on their role and company mission is an effective way to control employee churn. The post Guest Blog: How to Get the Most from Seasonal Customer Service Employees appeared first on Shep Hyken.

Customer Service 108

Customer Service Tourism How To Retail 108

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. As social networks open up new avenues for company reviews, companies have adopted their workflows to address their concerns at the point of origin.

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. We are fortunate to have the positive culture, a great brand and the global footprint that we have today. This is an exciting time. “We

Meeting 246

Meeting Culture Exercises Connections 246

ShepHyken

DECEMBER 13, 2019

CX Network has comprised these checklists to help and advise telecoms firms on how to select the best CX vendors for their company and secure financial backing for their CX initiatives from stakeholders. Every organization has a philosophical culture and style of communication. Preparation checklist. Know your limits. Do yours match?

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. However, these changes only take the company so far. What is B2B Industry Culture?

Culture 52

Culture B2B Industry Guidelines 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? How do you design a people-centric culture ?

Culture 145

Culture Employee Experience Leadership Customer Experience 145