Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? So, what should we expect in the nearest future? Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations. Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ShepHyken

JUNE 28, 2019

That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM. In general, technology is augmenting —not replacing — the employee. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Technology replacing humans.

Contact Center 111

Contact Center Self Service Banking Airlines 111

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. A positive and collaborative culture fosters trust, motivates employees, and attracts top talent. Recognize and reward employee achievements.

Leadership 98

Leadership Culture Communication Exercises 98

Lumoa

MAY 5, 2022

In This Article: What is Customer Experience? The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience?

Strategy 277

Strategy Customer Experience How To Analysis 277

Lumoa

MARCH 8, 2023

Additionally, companies should measure employees’ performance and satisfaction based on relevant feedback and not tie bonus targets to irrelevant KPIs. Here are the key takeaways from the webinar. This sameness stems from their offers, offerings, prices, and competitiveness—they are too similar.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

ShepHyken

MAY 10, 2019

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Instead of hiring a full-time customer support staff and giving overtime pay during peak seasons, businesses can just collaborate with an outsourcing company.

Resources 109

Resources Customers Groups Customer Service 109

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Second, companies who have been hesitant to allow their employees to work from home.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Feedbackly

MARCH 28, 2024

In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. The findings will assist companies in making data-based decisions on what kind of music to play to ensure the best possible customer experience and employee satisfaction.

Feedback 105

Feedback Retail Study Employee Experience 105

Customer Bliss

AUGUST 18, 2020

This level of empathy is evident in how they ‘actively’ listen to customers and interact with them — they know what to say and how to say it, helping the customer feel at ease. See how they go about resolving them, what their demeanour is like, and so on. With over 1500 customers across 30 countries. Some might be angry.

Customer Service 252

Customer Service Case Study Customers Interaction 252

Totango

NOVEMBER 8, 2023

What is Pendo? Pendo is a product experience platform that combines powerful software usage analytics with in-app guidance and user feedback capabilities, enabling even non-technical teams to deliver better product experiences to their customers or employees. What is Mixpanel? Looking for a different integration?

Data 91

Data Analytics Customer Retention Software 91

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Most people know what salespeople or customer service representatives do. okay… so what do you actually do ?”. “Oh,

Tips 208

Tips Customer Centricity Strategy Social Media 208

Totango

APRIL 1, 2022

You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page. With Totango’s Customer Experience Canvas , your entire company can collaborate in one shared workspace. Break Down Data and Collaboration Silos. Gain Instant Clarity Without the Guesswork.

Customer Experience 118

Customer Experience How To Conference Customer Journeys 118

Customer Bliss

JUNE 15, 2017

I wanted to take a second to talk about collaboration within CCO work. This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration.

Competitive Advantage 187

Competitive Advantage Leadership Metrics Customer relationships 187

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

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

ShepHyken

DECEMBER 13, 2019

Know the difference between what you need and what you want, and know your bottom line. What will happen if unforeseen costs are encountered? Once seen as a competitive advantage, CX is now evolving into a survival imperative that is especially applicable in the demanding world of telecoms. Potential risks and liabilities.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Cross-departmental collaboration is a reflection of a healthy internal culture. What gets in the way of ? . Shep Hyken. Obstacle 1 – Tunnel Vision.

Strategy 48

Strategy Meeting Conference Culture 48

Customer Bliss

JUNE 8, 2020

In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? The process is inherently very collaborative and ensures buy-in from all key stakeholders.” Mainly because we prioritized the client what we were doing.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Team Support

JUNE 20, 2023

What happens when employees are burnt out? In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times. In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession.

Self Service 97

Self Service Chatbots Analytics Knowledge Base 97

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Uniphore

DECEMBER 7, 2021

Here’s what you need to know to stay ahead. Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore. Today’s CX leaders should look for opportunities to collaborate with teams on the ground, teams working in fulfillment and those in customer service.

Retail 130

Retail Omni-Channel Policies Customer Service Representative 130

One Millimeter Mindset

JANUARY 28, 2021

What a stop-start entry into the new year. The type of outcomes which retain not only clients, but also your employees, as well. Let me know what you think. You just might find yourself quoted in my next blog post! Do You Collaborate or Dominate Team Meeetings? The first month of 2021 is nearly completed.

Innovation 121

Innovation Leadership Consulting Tips 121

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. The imagination runs wild as to what this all will bring to our future. But how do you know what data is gold and which can be set to the curb?

Customer Experience 86

Customer Experience Telecommunications Fashion Technology 86

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . Four Truck Roll Optimization Innovations. billion devices.

Self Service 207

Self Service Innovation Analytics Transportation 207

Totango

JULY 8, 2022

What Does it Mean to Shift Right? . This leads to poor customer retention, slow growth, high churn rates and employee burnout. It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success.

Self Service 103

Self Service CRM Customer Retention Customer Journeys 103

BirdEye

SEPTEMBER 12, 2023

But for businesses new to this medium, knowing what works and what doesn’t can be difficult. This blog post details the top social media best practices a business needs to use social media to its full potential. This section covers a list of what businesses must follow to succeed in their social media marketing efforts.

Social Media 105

Social Media Guidelines Video Analytics 105

BirdEye

MAY 24, 2023

You also need to know what goes into an effective referral program as well as how to ensure it gets out to the right people. Assess your current partnerships and seek to collaborate with local businesses or associations that can provide access to untapped audiences.

Social Media 98

Social Media Sports Sales Guidelines 98

Totango

JUNE 10, 2022

Don’t be afraid to admit what you don’t know, when you are wrong, or when you make a mistake. And if so, do you have any tips on what to post? Most organizations are active on LinkedIn beyond marketing activities to promote hiring, share tidbits of company culture externally and to collaborate. Remember, there are no rules.

Customer Success 101

Customer Success Tips Chief Customer Officer Leadership 101

Beyond Philosophy

FEBRUARY 8, 2024

I am going to share a British idiom, and you are going to determine what it means. When I use these phrases with my American friends, they often haven’t the foggiest idea of what I am trying to say. In my global Customer Experience Consultancy, I have trained countless employees on using the right types of language.

How To 78

How To Exercises Video Policies 78

SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. But what can the agent do here? CSAT score. Do you think the rating is fair?

Effort Score 52

Effort Score Metrics Customer Satisfaction Policies 52

Team Support

OCTOBER 14, 2020

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Retrieved from Evaluagent, Oct. 9, 2020.

Call Center 98

Call Center Video Conference Software 98

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Tools 52

Tools Feedback Analysis Survey 52

SurveySensum

JANUARY 30, 2024

That got me thinking – what interview questions really help identify a great CX professional? This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Let’s get started!

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Feedback 52

Totango

JULY 31, 2020

A consistent employee experience = a consistent customer experience. Proper alignment and collaboration internally among employees and teams avoids mixed messaging, confusion or duplicative efforts in creating a consistent and connected stakeholder experience. The next event is scheduled for August 13th.

Engagement 104

Engagement Strategy Customer Success Sales 104

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. Mitel executives had more to say on CLM and what the unified communications landscape will look like in 2023. However, businesses must look ahead and plan – whatever it may bring.

Communication 70

Communication Contact Center Return on Investment System 70

BirdEye

JANUARY 17, 2024

In this blog, you’ll learn what social media approvals are, why having the proper social media post approval process in place is critical, and how to set yourself up for success while managing social profiles for multiple locations. ” That’s why having a structured social media approval process is so critical.

Social Media 109

Social Media Multi-Channel Software Feedback 109

Integrity Solutions

SEPTEMBER 1, 2020

With people working remotely and dealing with professional and personal stresses alike, leaders are recognizing the value of collaborative learning. This tactical approach focused more on the delivery mechanisms than what the business and the learners would get out of the investment. Shifting the Emphasis to Collaborative Learning.

Training 120

Training e-support Sales Engagement 120