West Monroe

JUNE 12, 2023

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Being a Dynamic Leader in a Modern World" on Spreaker. About the episode How do you adopt effective leadership strategies in a hustle culture? We didn't feel like we had permission to write a leadership book. What are they?

Leadership 52

Leadership Healthcare Innovation Case Study 52

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Understanding that each customer and each experience will be different every time and creating your business to incorporate, embrace and excel at this. Customers want you to know them.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

GetFeedback

APRIL 3, 2019

Before GetFeedback, we had to understand our customers by listening to what our team members or outfitters have been hearing on the phone. It’s a simple One-Touch Email Survey embedded at the bottom of every signature and it gives us real-time accessibility to the customer sentiment. How does feedback play a role at YETI?

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Experience Investigators by 360Connext

MARCH 4, 2015

Matt is an authority on crowdfunding and how to startups are including customers in every part of their journey. There is a lot large companies can learn from startups who communicate so effectively with customers from the inception of an idea through releasing a product! What do you think? Enlightened leaders share their knowledge.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Integrity Solutions

MARCH 11, 2019

What are you doing every day to strengthen the culture of trust with your employees and customers? To understand why trust matters, consider your own experience. And that means you’re not likely to get the full value of those coaching conversations. Follow through on commitments given and received.

Culture 81

Culture Leadership Communication Sales 81

BirdEye

AUGUST 28, 2020

Soliciting feedback through online reviews makes it more likely that customers will try out your business. When you have a process to respond to customer feedback, you can listen to dissatisfied customers and deal with their complaints before they do major damage to your brand. Collecting feedback through reviews and surveys.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

ProProfs Chat

JANUARY 7, 2020

The core value of outstanding customer service is centralized around attending to the needs and expectations of your customers through careful listening. Your customers are interacting with your business pretty much every day. When Customer Reps Do Not Listen Carefully to What the Client Needs.

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. They tell you via contact centers, open-ended answers on surveys and general conversation with your brand.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Beyond Philosophy

OCTOBER 6, 2014

How often do you listen to what Customers have to say about your organization? Every detail is customer-focused; it’s in the DNA of the organization. This assessment also creates a great tool to start the conversation internally in the organization to begin addressing the recommended actions that come from undertaking this process.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. It's real, and your employees matter! Map the employee journey for a variety of tasks that employees do every day Journey mapping creates awareness for the steps that an employee takes to do whatever it is that he's trying to do within the organization. Isn't that sacrilegious?

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. Why Excellent Customer Service Matters. If you ask us, it’s everyone. Excellent customer service isn’t a function or the domain of some select few within your organization.

Customer Service 67

Customer Service Self Service Banking Culture 67

BirdEye

OCTOBER 26, 2023

This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. Watch this interesting conversation here to learn more about how you can sell the value of reviews. We decided that our ORM was going to be Birdeye.

Brands 116

Brands Multi-Channel Consulting Report 116

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Brass Tack Thinking Blog. Or, listen on: Apple Podcasts. How to start conversations with others to open the discussion on imposter syndrome. Google Podcasts.

Culture 111

Culture Study Leadership Employee Experience 111

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. Safety that you won’t be judged.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

ProProfs Chat

JUNE 30, 2020

These books can help you: Work towards better leadership strategies. Customer Service Books on Leadership. They listen, absorb, and work on better solutions. Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. Author: Robert J.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. Dive into this blog to explore 11 actionable insights and uncover the full potential. Why does this matter? – It matters because it’s not just about making your SaaS product better; it’s about making your brand stand out.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

VDS

JULY 22, 2020

Granted, not every industry can operate from home, but for those companies who can and have not adopted the option, a comprehensive WFH policy will likely be built into their future business continuity plan. Spend a few more minutes to listen and be there for them. In any crisis, employees can grow fearful, anxious, and stressed.

Connections 52

Connections How To Contact Center Policies 52

Circular Edge

MAY 2, 2022

Blog Credit: Ian McCue, April 26, 2022 ( 10 Ways to Excel in the Evolving Role of the CFO | NetSuite). With an average tenure in their roles of more than nine years, these professionals have lived through a lot of transformation. I think you have to have a ton of self-awareness in any leadership position,” Cook said.

Culture 52

Culture Healthcare Apparel Financial 52

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. For example, it could be working with an upset customer, responding well when the product doesn’t work properly, or persisting through challenging situations.

Customer Success 41

Customer Success Management Touchpoint Software 41

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. In an ideal scenario, they don’t need to listen to a forty-minute flute solo. However, for those of us that do stumble upon the rare hiccup on Amazon, there’s help available at hand for every possible problem.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I learned early on how important is to make every effort to go above and beyond when a client has a question. How has it helped you? What’s working for them?

Insurance 59

Insurance Culture Customer Success Groups 59

Beyond Philosophy

MARCH 3, 2015

Her attitude was matter-of-fact, and her body language clearly read, “I don’t want to be here.” After about halfway through the presentation, I felt compelled to stop her. I thought about that conversation many times over the next couple of years. Blogs Market Research Thought Leadership' Read more here.

Advertising 60

Advertising Leadership Customers Customer Centricity 60

Beyond Philosophy

OCTOBER 6, 2014

How often do you listen to what Customers have to say about your organization? Every detail is customer-focused; it’s in the DNA of the organization. This assessment also creates a great tool to start the conversation internally in the organization to begin addressing the recommended actions that come from undertaking this process.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

How often do you listen to what Customers have to say about your organization? Every detail is customer-focused; it’s in the DNA of the organization. This assessment also creates a great tool to start the conversation internally in the organization to begin addressing the recommended actions that come from undertaking this process.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. The Importance of Listening in Every Stage of a Customer’s Journey. Nate calls these structured and unstructured channels.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Lumoa

FEBRUARY 9, 2023

Listen to your customers. Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” “It’s every contact the customer has with your people, your product, and the way it is delivered.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. 5 Keys for Coaching CSMs to Have Strategic Customer Conversations.

Customer Service 82

Customer Service eBook Leadership Resources 82

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. The Bad News: Whilst nobody is questioning the need to listen and respond to customers, they are now questioning the financial benefits of doing so. Leadership means being an advocate for your specialism. What’s driving this paradoxical shift? Accountability.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Adrian Swinscoe. Aimee Lucas. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Adrian Swinscoe. Aimee Lucas. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. The Bad News: Whilst nobody is questioning the need to listen and respond to customers, they are now questioning the financial benefits of doing so. Leadership means being an advocate for your specialism. What’s driving this paradoxical shift? Accountability.

Metrics 182

Metrics Competitive Advantage Leadership Financial 182

Lumoa

APRIL 24, 2018

What matters is why the score is as it is. blog linkedin twitter Why? "I I would recommend NPS but only as part of a listening path methodology. blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

Pretium Solutions

JANUARY 10, 2012

How much does this customer service agent position turnover cost your company every year? Perhaps he is interested in serving on a task force, working on a special project or moving into a supervisory role or other leadership role. Well, it’s pretty simple … ask him and listen! How do you understand an agent’s purpose?

Customer Service 45

Customer Service How To Customers Sports 45

Pretium Solutions

JANUARY 10, 2012

How much does this customer service agent position turnover cost your company every year? Perhaps he is interested in serving on a task force, working on a special project or moving into a supervisory role or other leadership role. Well, it’s pretty simple … ask him and listen! How do you understand an agent’s purpose?

Customer Service 40

Customer Service How To Customers Sports 40

Pretium Solutions

JANUARY 10, 2012

How much does this customer service agent position turnover cost your company every year? Perhaps he is interested in serving on a task force, working on a special project or moving into a supervisory role or other leadership role. Well, it’s pretty simple … ask him and listen! How do you understand an agent’s purpose?

Customer Service 40

Customer Service How To Customers Sports 40

SmartKarrot

MARCH 3, 2021

A recent study states that US businesses lose about $62 billion every year due to inadequate customer service skills. Here, in this blog, we will walk you through the ins and outs of emotional intelligence. And 27% of the leadership assessments evaluate an individual’s emotional intelligence level. Self-Regulation.

Customer Success 10

Customer Success Management Fashion Customers 10

ProProfs Chat

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. This attribute can help your business foster a close, long-term relationship with every customer. Empathetic listening makes customers feel valued. Rethink the Way You Listen & Ask Questions.

Culture 105

Culture How To Net Promoter Score Apparel 105