ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? You’ve never done Customer Success before. How do you plan to lead through this change? I freaked out,” recalls Sharon. Wait…what???

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Kustomer

JUNE 13, 2022

Kustomer research discovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. Chat etiquette is essential for successful chat support, whether it’s happening via live chat on your website, SMS or social media.

Tips 98

Tips Customer Service Chatbots Social Media 98

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 123

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 123

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Stella Connect

JANUARY 26, 2022

Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

SurveySensum

FEBRUARY 23, 2024

Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated. Let’s scroll down to find out more about pulse survey, and its advantages, and learn about how to create an effective pulse survey for your company to boost your employee experience , along with the right questions to ask.

Employee Engagement 52

Employee Engagement Survey Engagement Feedback 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. Because how you share information with investors matters. We cover: How does customer success work with investors?

Metrics 98

Metrics Customer Success Engagement Effort Score 98

CSM Magazine

AUGUST 5, 2021

While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work. In Calabrio’s new blog series, we explore the importance of pursuing simplicity in an era of complexity. How can organisations gamify day-to-to metrics from a distance?

Gamification 59

Gamification Metrics Analytics System 59

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. B2C companies sell to consumers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

BirdEye

FEBRUARY 28, 2023

With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue. This blog post will explore the benefits of hiring a social media professional. Table of contents What is a social media manager?

Social Media 98

Social Media Management Analytics Strategy 98

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. It didn’t matter who had the ring. It just mattered that the mission got fulfilled. The customer is the hero of the story.

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. I’m not being cynical, it’s just the fact of the matter. I don’t believe any company thinks, “I’m not interested in delivering great customer service.”

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Case in point—How many more articles are necessary to explain NPS?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. They had to adapt, quickly.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

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.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Russel Lolacher

OCTOBER 10, 2022

DoingCXRight Website – Contact , Podcast , Blog , Mentorship. What is missing the mark for EX leadership and HR right now. “The workplace – where we work, how we work, when we work. And here is why she is awesome. Let’s call this customer experience Professionals Association. Forbes article.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Call Experts

NOVEMBER 8, 2019

Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle the projects that matter. . Through the use of AI-powered phone lines, employees can have a better interaction with their HR teams to voice their needs and requests.

Company 45

Company Call Center Customer Journeys Conference 45

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. Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

SurveySparrow

JUNE 29, 2022

Toto: Seth, how should we evaluate employee performance? In this blog, we’ll cover: What is a 360-degree performance review? Why is 360 review the best method of evaluation? Why you should invest in a 360-degree feedback tool? Two to six evaluating customers or clients the employee regularly communicates with.

Feedback 52

Feedback Survey Analysis Interaction 52

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. This intense customer focus has paid off for those who’ve gotten their customer experience just right.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

JUNE 7, 2021

We’re getting a strong feeling that you’ll go with option 2, just like most of us would. We’re getting a strong feeling that you’ll go with option 2, just like most of us would. You resonate to have diversity and inclusion at the workplace; we get that. It’s time to start and get you what you’re looking for. If not, why?

Survey 52

Survey Tips Culture Software 52

Help Scout

JULY 18, 2018

What was going on, and how did it feel? What was going on there, and how did that feel? How transparency fosters diversity and inclusion — my story. No matter what your role is, you can affect the kinds of change at your company that inspire people from different backgrounds to apply (and thrive once they’re hired).

Company 40

Company How To Social Media Conference 40

NetBase

JULY 24, 2019

HOW TO APPROACH COMPETITOR ANALYSIS FOR MAXIMUM IMPACT. Part 4 of our Social Media Analytics Guide contains all the info you could ever need about why competitor analysis is crucial, and what it entails. Gathering competitive intelligence on your competition is essential to brand survival. Which tool is best for you?

Social Media 78

Social Media Analysis Tools Effort Score 78

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

Customer Success 48

Customer Success Culture Customers Meeting 48

Comm100

MAY 1, 2018

Generations: Why Do They Matter? Introduction. In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials of ruining classic industries such as the golf industry , the diamond industry , and even the movie business. The workforce is constantly changing.

Management 103

Management How To Groups Financial 103

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. We hear loyalty leaders state all the time that they have embraced ‘best practices’.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

Innovation 40

Innovation Software Technology Tools 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

Innovation 40

Innovation Software Technology Tools 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

Software 40

Software Technology Innovation Tools 40

Grade.us

JANUARY 14, 2019

He's the co-founder of Top Rank Marketing , a company who's Online Marketing Blog is considered one of the most influential marketing blogs around. On Starting a Marketing Blog. Carmen: Congratulations on your fifteen year anniversary with Top Rank Marketing blog! When you first started the blog, what was the purpose?

Marketing 37

Marketing Conference B2B Course 37