Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. Both groups of technologies can be utilized to make analytics more actionable. What metrics should you follow?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Stella Connect

JANUARY 4, 2022

Align customer service training with brand values and goals. It’s not enough for your frontline organization to be aligned to your company’s values. Each individual agent on your team needs to be bought in on your company’s mission and vision, as well as your brand identity. Emphasize hands-on learning.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

Align customer service training with brand values and goals. If brand guidelines seem arbitrary, it will be harder to get your agents’ buy-in. Include the “why,” or the brand goals and values reflected in the desired behavior, so agents will feel empowered in their role and enthusiastic about representing the brand well.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

Align customer service training with brand values and goals. If brand guidelines seem arbitrary, it will be harder to get your agents’ buy-in. Include the “why,” or the brand goals and values reflected in the desired behavior, so agents will feel empowered in their role and enthusiastic about representing the brand well.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40