CX Accelerator

MAY 16, 2018

The answer is very simple - - I’m here because I’m learning terrific things. These investments fill my tank to drive improved customer and employee experiences. Thinking back over the past decade, there have been a few learning moments that really stick out. This is how you set yourself apart and make a real difference.

Fashion 203

Fashion Leadership Employee Experience Customer Experience 203

Michelli Experience

NOVEMBER 21, 2017

Let’s pretend I gave you a company. If you are old enough to recall the video rental phenomena, the landscape for that industry was dominated by Blockbuster and Hollywood Video, but there were a panoply of local video providers as well – one in virtually every strip mall. Extraordinary employee and customer care.

Video 145

Video Leadership Entertainment Financial 145

Call Experts

MARCH 18, 2020

As most organizations, cities, and states continue to prepare for Coronavirus (COVID-19), Americans are being forced into remote work environments, working from home, oftentimes, alongside their family. Are you worried about how you can keep your children occupied while also maintaining a productive work from home schedule?

Contact Center 75

Contact Center Call Center Customer Journeys Conference 75

Beyond Philosophy

JUNE 22, 2017

The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. Then, the employee puts it into context.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

SurveySparrow

MAY 24, 2023

Connecting with your audience is essential for every business or content provider in this fast-paced digital world. Therefore, engaging your audience has never been simpler with the development of polling apps, even though conventional means of interaction may not always be successful. What do you hope to accomplish with the poll?

Strategy 52

Strategy Social Media Feedback Engagement 52

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. I was in a Starbucks recently.

Wait Times 161

Wait Times Tips Company Management 161

ShepHyken

MAY 15, 2020

And can I trust this brand the next time I’m shopping for a major appliance? Not receiving a response, I later wrote a blog post about the importance of not blocking your customers (literally, in this case!). I’ve written many blog posts about a certain car manufacturer — none of them positive. The Auto Recall.

Sports 136

Sports Contact Center Social Media Report 136

ProProfs Chat

JULY 20, 2021

But when you are not appreciated by your leaders, are asked to work overtime, and the only thing you look forward to is the weekend – you might wonder if it’s really worth it?” ” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. .

Survey 72

Survey Policies Social Media Net Promoter Score 72

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. Do not wait until you have all of your solutions lined up, neat in a row and presenting your findings to your customer. Shep Hyken.

Customer Service 0

Customer Service Policies Communication Training 0

Vonage

JANUARY 16, 2017

At their worst, they can inflict irreparable damage that the business they represent will find hard to come back from. At their worst, they can inflict irreparable damage that the business they represent will find hard to come back from. Listen to feedback from your agents.

Customer Service 120

Customer Service Social Media Technology Training 120

Michel Falcon Experience

OCTOBER 23, 2014

I’ve learned a lot about customer experience in my career. I know that if you want to improve your customer experience within your organization, you don’t start with the customer. Southwest Airlines taught me that you must first begin with your employee’s experience.

Course 154

Course Training Competitive Advantage Customer Retention 154

Innovative CX

MAY 6, 2020

Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience. While we can certainly learn from past crises, those practices we used are simply not comparable nor as all-encompassing as this pandemic. Every decision we’ve made.

Customer Experience 59

Customer Experience Customer Journeys Financial Customer Expectations 59

PeopleMetrics

MAY 4, 2017

In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. In the banking world, customer journey mapping is an important tool to help you better understand and get closer to your ideal customers. What is Customer Journey Mapping Anyway? mark or memory.

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

Call Experts

NOVEMBER 20, 2018

The truth is that small improvement with a positive direction can lead a company on the path of success. With consistent maximization and optimization, a focused team can quickly improve and adapt a business model for success. Utilize brand vision and think about the ideas that can give it life. More Blogs Menu.

Tips 53

Tips Company Call Center Conference 53

PeopleMetrics

NOVEMBER 22, 2019

You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. Communication should be ongoing.

Communication 54

Communication CEM Touchpoint Software 54

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. At the end of each episode was a public service announcement (PSA) that would answer various questions and teach kids some valuable lessons. You want your employees to deliver a great customer experience for your customers, right? What do you need to tell them?

Customer Journeys 80

Customer Journeys Culture Training Guidelines 80

North Highland

OCTOBER 12, 2018

Thoughtfully achieving transition objectives requires an understanding of how change is already affecting your organization. This blog is the first in a series on change saturation, in which North Highland shares perspective on three ways organizations can drive better results. Uncover change that’s already in motion.

How To 66

How To Financial Groups Government 66

Beyond Philosophy

JULY 29, 2019

My guess is a lot of you do, too. You have to understand the politics, particularly if you want to get on okay (and when I say “get on” I mean get promoted to senior levels). You also need to be skilled in managing office politics. Unfortunately, the reality is if you are not proficient, you’re going to fail.

Consulting 104

Consulting Course Meeting Management 104

Wired and Dangerous

MAY 4, 2021

Impact: The 2020 Agreement expands the number of participating jurisdictions from the 2016 Agreement, which simplifies some aspects of administering pension regulation in Canada. ” Execution style: will your document be agreed online or offline or both? Insurance is another form of contractual risk transfer, but you pay for that.

Insurance 70

Insurance Financial Government Advertising 70

Service Untitled

AUGUST 10, 2010

Service Untitled The blog about customer service and the customer service experience. Sources revealed that the passenger stood to remove his baggage from the overhead compartment while the plane was still moving, and the flight attendant asked the passenger to return to his seat. Training is based on practice, practice, practice.

Customer Service 41

Customer Service Airlines Exercises Training 41

Service Untitled

JUNE 30, 2010

Service Untitled The blog about customer service and the customer service experience. You would take lessons, learn the skill, and try your newly learned abilities while accompanied by your coach or mentor. Employees need to be trained in handling customers and how to address them.

Social Media 40

Social Media Customer Service e-support Customer Service Representative 40

Service Untitled

OCTOBER 11, 2010

Service Untitled The blog about customer service and the customer service experience. The recurring theme in the book centers around the Golden Rule; if you treat people well and the way you would like to be treated, they will do the same. He came from a modest, unpretentious family with a background in construction.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

Strativity

JULY 18, 2014

Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Learn more about accelerating cultural transformation, here. Webcast. .

CEM 40

CEM Customer Experience Conference Employee Engagement 40

Strativity

SEPTEMBER 3, 2014

These two small businesses, both of which happen to be in Georgia, give us a taste of what great customer experience can do for your customer but also for you. . To increase the impact of the experience, he plans to include monitors displaying the progress of each wash as well as free Wi-Fi and computers in the waiting room.

Culture 40

Culture Customer relationships Customer Experience Training 40

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. The More Things Change, the More They Stay the Same.

Social Media 45

Social Media Conference NPS Customer Success 45

Russel Lolacher

JANUARY 8, 2022

In episode one of Relationships at Work, I chat with Leslie O’Flahavan , as we discuss how we communicate with each other in the workplace and how incorporating plain language can benefit your relationships with others. How to consider your audience when speaking in plain language. Leslie, how are you?

Culture 45

Culture Employee Engagement Communication Engagement 45

Strativity

JULY 10, 2014

Taylor Swift is likely not your first choice customer experience guru. However, that doesn’t mean she can’t teach you a thing or two. We do this partially for ourselves but mostly because it’s how we stay relevant to our fans or to our customers – which can be stressful. So how do you make sure you’re “the one?”

Customer Experience 40

Customer Experience Culture Trends Customers 40

SmartKarrot

AUGUST 29, 2022

Even Netflix, the world’s most popular subscription-based video streaming service, would tell you that it is not their investment in SEO that keeps them thriving — but their massive library of videos and original programming. Here are 14 key lessons that SaaS businesses can learn from Netflix, which we have detailed below.

Company 10

Company Video Social Media Customer Success 10

Amity

APRIL 25, 2016

Handpicked by our editors, the list is refreshed regularly, so if you think we're missing someone, feel free to let us know. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Glide Consulting Blog. The Groove Blog.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Gainsight

FEBRUARY 2, 2024

Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. If your company is building products that people rely on to boost workplace performance, you can understand the pain from both sides. These are just the tools, however.

Training 52

Training Course Consulting Software 52

Grade.us

AUGUST 29, 2017

Have you ever had a negative review? A negative review from a satisfied customer , one who told you they were satisfied? This trigger, if mismanaged, dramatically increases your odds of receiving a negative review. This trigger, if mismanaged, dramatically increases your odds of receiving a negative review.

Poor Customer Service 39

Poor Customer Service Customer Experience Interaction Communication 39

Michel Falcon Experience

SEPTEMBER 3, 2019

They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. I’ll be sharing these lessons with you in this blog post and you’ll learn: How to create better job descriptions to repel these people from even applying to your company. We’re toxic too.

Company 131

Company How To Culture Hospitality 131

BirdEye

OCTOBER 6, 2023

Your business’s online reputation management is your bread and butter. Your brand reputation management should be your #1 marketing priority. It occurs when actions, events, or circumstances lead to a negative perception that can damage one's reputation. What are the factors that damage your reputation?

Strategy 58

Strategy Social Media Airlines Software 58

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. We have explained each term and provided lots of extra sources, if you want to dive deep into the topic. Listen to your customers. With AI, you can get answers to most of your “why” questions.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Kustomer

JUNE 27, 2022

What consumers are looking for in a digital-first world is that feeling when your morning coffee barista greets you with a hearty hello and a warm smile, or when you get that email from your food delivery service giving you a free meal for continued loyalty.

Software 98

Software Tools Customer Service Self Service 98

SurveySparrow

JANUARY 18, 2024

I see you’re here looking for Zoho Forms Alternatives. Is it enhanced features, a different user experience, or a cost-effective solution you’re looking for? Or are you just trying to explore new options? Whatever the case is, the research is already done for you! This was just not the right tool for you.

Healthcare 52

Healthcare Survey Hospitality Transportation 52

ProProfs Chat

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee Engagement 98

Employee Engagement Software Tools Engagement 98