Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. I recently interviewed three, extremely driven women who are making a big impact in their roles. So we’re trying to balance, one, having a vision for the future. We had our 2020 plans.

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Customer Journeys Roadmap Leadership Customer Experience 323

Customer Bliss

JUNE 8, 2020

Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. Here are her responses to these questions that we didn’t have time to answer on-air. One of the changes is to get a buy-in from stakeholders and supporting units. – Jeremy Uteza. – Waleed AlHamdan.

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Chief Customer Officer Customer Centricity Financial Culture 210

Steve DiGioia

SEPTEMBER 5, 2022

And we listen to those we assume are one. Which one of these is the expert? They’re on television and stories are written about them. Everyone wants to interview them and pick their brain. I’ll tell you one thing…. I’ll tell you one thing…. Job descriptions expect it. Social media “influencers” claim it.

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Social Media Hospitality Video Tools 208

ChurnZero

DECEMBER 29, 2020

Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when describing virtually anything. Top 10 Blog Posts from 2020. You can watch all the on-demand sessions from the conference now.)

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Conference Chief Customer Officer Customer Success Software 98

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. You aren’t going to be the one on the phone. Use behavioral interviewing. Record your interview.

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Call Center Leadership Contact Center e-support 76

Customer Bliss

AUGUST 30, 2021

They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment. “It occurred to me that I had never thanked the parents of my executives for the gift of their child to PepsiCo,” she recounted in an interview. More Resources on This Topic. Click To Tweet.

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Case Study Hotels Travel Company 310

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. Your frontline employees are typically on the receiving end of complaints, comments, and customer feedback. They Know Your Customers.

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Omni-Channel Feedback Customer Experience Data 95

ijgolding

FEBRUARY 5, 2018

However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. My first full time job was with HP as a 19 year old, joining them initially on a one year contract.

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Culture Measurement Customer Centricity Hotels 264

ShepHyken

JUNE 28, 2019

But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect. The question is, can everybody do a job a little bit harder than the one they’re doing now?”

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Contact Center Self Service Banking Airlines 111

Customer Bliss

MARCH 2, 2018

You may have a good idea of the kinds of questions you’ll be asked during your interview: your experience, philosophy, and the style of leadership you’ll bring to the organization, and are prepping for that. You want the interview process between organizational leadership and a strong CCO candidate should be a dialogue.

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Chief Customer Officer Leadership Case Study Resources 189

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Set a weekly time slot on your calendar to interact with your Slack community friends. Blogs for Product Managers.

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Resources Management Conference Groups 80

Daniel Group

SEPTEMBER 26, 2023

In my recent blog, Act on Customer Feedback the Right Way — Make Your CX Team Effective , I focus on the positive impact of acting on your feedback to improve your bottom line and the different areas you can house CX in your company (Marketing, Operations, and Continuous Improvement).

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Conference Customer Centricity NPS Metrics 52

Totango

JULY 28, 2021

In this blog we’ll share five of the most important best practices for hiring a customer success manager. Totango’s dynamic assignment feature lets you scale your customer success management by automatically matching team members to customers who need assistance based on fit, skill and availability. What Is a Customer Success Manager?

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Customer Success Management Guidelines Customers 118

2020 Research

NOVEMBER 17, 2023

Just like wide-leg jeans making a comeback in style, in-depth interviews (IDIs) are now more popular than ever. At Sago Strategy + Insight , we’ve noticed a growing demand for qualitative research that relies on these individual in-depth interviews. can put respondents on the spot and lead to an unproductive conversation.

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Tips Retail Consumers Policies 105

Beyond Philosophy

APRIL 4, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. You might have heard stories where two people are communicating on one of them, sometimes for a long time, and then, out of nowhere, one of them stops. I find that appalling.

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How To Fashion Communication eBook 60

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

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Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

AUGUST 18, 2020

And a good part of this responsibility falls on the shoulders of your frontline support staff – who talk to and help out customers day in day out. When you’re on the frontline, you’re dealing with various types of customers. See how they go about resolving them, what their demeanour is like, and so on. Some might be angry.

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Customer Service Case Study Customers Interaction 252

ShepHyken

JUNE 29, 2018

Make sure that your organization is not the ones losing money. To provide excellent customer service, you need to decide on an effective management system which keeps your business efficient. Creating a mentorship program which provides staff with one-to-one coaching to improve their skills. Employee Standards.

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Social Media Customer Service System Touchpoint 82

One Millimeter Mindset

JULY 5, 2018

Instead, this customer experience mid year blog post review refreshes and recalibrates your brain! Readers selected the top 7 blog posts based on content they find relevant and valuable to successfully executing their own customer experience and customer retention strategies. Start moving one millimeter forward, today.

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Customer Experience Customer Retention Roadmap Innovation 44

Michel Falcon Experience

APRIL 15, 2020

George is famous for more than one reason. It’s this quote that is motivating me to write this blog post for you. I believe the most successful relationships in our personal lives are based on truthful and honest conversations. Why can’t our professional ones be built on the same foundation? I think they can.

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Culture Company How To Employee Engagement 103

Totango

JANUARY 12, 2022

While some of these skills are apparent upon first meeting a person, interviewers will typically structure their Customer Success Manager interview questions around determining whether or not a candidate has these skills innately and/or has the ability and drive to learn them. 5 Key Customer Success Manager Interview Questions. .

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Customer Success Management How To Leadership 95

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Top 10 Blog Posts from 2019 .

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e-support eBook Chief Customer Officer B2B 64

BirdEye

SEPTEMBER 29, 2023

This blog post uncovers everything you need to know about buyer personas and how to create the right one to help your business grow. Buyer personas help businesses optimize sales strategies and drive results A buyer persona helps you zero in on the customer’s needs more than the business’s. Why do businesses need buyer personas?

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How To Insurance Social Media Multi-Channel 110

Customer Bliss

SEPTEMBER 28, 2017

There is a large topic that I feel we don’t address enough in CX circles, though, and I wanted to dedicate a quick blog to it. From an article on Shop.Org trends: “That all is very important,” retail consultant Brian Beck recently said of automating and optimizing e-commerce’s back-end operations. What’s the topic?

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Omni-Channel Competitive Advantage Retail Conference 250

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. On today’s Daily Dose , I want to talk to you about how to suss out potential roles/positions that comes across your desk. Go deep on the company’s background. Do Your Due Diligence.

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Chief Customer Officer Customer Journeys How To Leadership 135

Lithium

SEPTEMBER 20, 2022

What are most organizations still missing out on. Be sure to check out Jake Roadhouse's Atlas Blogs: The Health and Wealth of your Online Community - Part 1. To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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ROI Sales Consulting Measurement 52

Daniel Group

NOVEMBER 10, 2023

I followed up with a three-part interview with him. My recent blog, “ Why the Customer Experience After the Sale is Crucial for Your Business Success, ” highlights the significance of after-sale CX and provides valuable insights on ensuring your customers remain content long after the sale.

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Net Promoter Score Conference Effort Score Sales 52

Customer Bliss

MAY 6, 2020

During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! You have to keep on relating to it.

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Hotels Communication Leadership System 156

SurveySparrow

NOVEMBER 1, 2021

This is where hr influencers come in as they give relevant information and tips on finding the right job, acing the interview, and doing superb work to grow quickly. Let’s be honest, a great deal of success in life, job, or business depends on how vast is our network. Because there’s no fun reading without it! To Stay Updated.

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Social Media Tips Conference Leadership 98

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. This provides you with objective, measurable feedback on the value customers are gaining from your product. Conduct Customer Interviews. Click to download. Reach out via Email.

Feedback 101

Feedback How To Net Promoter Score NPS 101

Uniphore

DECEMBER 6, 2021

Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Good leaders, on the other hand, not only help make the decisions, but they also motivate, engage, empower and inspire people to move in the direction of that decision.”

Contact Center 130

Contact Center Leadership Training Technology 130

Comm100

AUGUST 17, 2022

They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. This blog recaps the best bits from this conversation. We need to train them on using it, and that’s very important. People picked up on that and took advantage of it.

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Meeting How To Airlines Virtual Agent 176

CX Journey

JUNE 14, 2017

I'm asked about this on a regular - quite frankly, almost weekly - basis. The more people we can have on the customer's team, the better. So, in no particular order, here on my thoughts. Get/have client-side experience Being on the vendor side and getting consulting experience in this field is awesome.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Resources 144

Daniel Group

NOVEMBER 30, 2022

Fred Reichheld, author of Winning on Purpose, and the creator of the Net Promoter System, speaks to attendees about how to implement NPS the right way. His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience.

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Conference Groups NPS Net Promoter Score 98

Daniel Group

APRIL 10, 2023

For example, I share a story in my latest blog, “Customer Service Training—Not Right Now, I’m Too Busy doing it Wrong!” To illustrate, I recently interviewed one of our research analysts, Stephanie. To illustrate, I recently interviewed one of our research analysts, Stephanie. I was wrong.

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Training Customer Service Training Groups Knowledge Base 52

Totango

JANUARY 19, 2022

In this article, we’ll take a look at some of the basic skills required to be successful as a CSM and break down three key areas to focus on to help you land that dream role. When it comes to landing a CSM position, there are three main areas to focus on: your resume, the interview and networking.

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Tips Customer Success Management Social Media 102

ClientSuccess

FEBRUARY 14, 2023

And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes. In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy.

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Customer Success Customer Journeys eBook Exercises 80