CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Or better yet, join the CX Accelerator Slack community and share your thoughts!

Tips 296

Tips Culture Exercises Feedback 296

Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. The TSIA Interact sessions I attended were all fantastic.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. Every interaction at every stage of the customer’s journey can affect loyalty. Exercise, stress management, and eating specific foods can boost our serotonin.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Or better yet, join the CX Accelerator Slack community and share your thoughts!

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Or better yet, join the CX Accelerator Slack community and share your thoughts!

Tips 182

Tips Culture Exercises Feedback 182

ShepHyken

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. The interactions a customer has on your company’s website will be different than over the phone or in person. You must have an effective communication strategy.

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. Persuasive communications that employ storytelling are more effective than other types. Brands that want to communicate this to their customers need an explanation that helps them understand how that is possible. Be relatable. Keep stories clear and simple.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Ultimately you should elevate this exercise of eliminating useless contact to the level of high art. [Originally published in Forbes.com. And so forth.

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

ECXO

MARCH 20, 2024

Unlock the magic of positive language and elevate CX to the next level Today, we’ll be exploring the fascinating world of language and its impact on customer interactions. Let’s start with positive language – the sunny side of communication. These ‘speech acts’ can affirm, deny, promise, apologize, and more.

Communication 52

Communication Interaction Examples Loyalty 52

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 94

Consulting Competitive Advantage Culture Touchpoint 94

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Many times, these interactions surprised Messina.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

CSM Magazine

APRIL 13, 2023

This training is essential for companies because it helps foster an ethical culture within the workplace. What’s more, online ethics training can also save companies time and money by avoiding any unethical situations; this form of exercise helps prevent people from making poor decisions that could lead to fines or litigation.

Training 52

Training Company Gamification Policies 52

C3Centricity

JULY 1, 2019

They then (hopefully) invite relevant employees from marketing, sales, packaging, communications or R&D to watch the interviews or group discussions. True understanding comes from regular interaction with your customers, not just from an infrequent observation or two. In international work, be aware of cultural differences.

Culture 149

Culture Exercises Connections Analysis 149

Seaton CX

JANUARY 17, 2024

A customer journey map is a visual representation of the customer’s experience as they interact with your product or service to accomplish their goal. The map communicates the customer’s perspective, showing the activities, thoughts, and emotions the customer experiences in their journey to achieve their objective.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

Beyond Philosophy

MAY 28, 2021

The more people you get involved in something, the greater the logistical hurdles, and the more complicated the problems get with things like consistent communication. The crucial part of this concept is that there are limits on how much social interaction people can effectively manage.

Customer Experience 155

Customer Experience Management B2B B2C 155

CX Journey

APRIL 25, 2018

As such, journey maps are an illustration made by walking in your customers’ shoes to capture their steps, needs, and perceptions for some interaction they had with your company, some journey they were taking to achieve some outcome. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Kustomer

JUNE 6, 2023

It’s used to measure a customer’s feelings immediately following an interaction with an employee. Focus on building a company culture that is receptive to feedback, invites mistakes to be recognized and learned from and understands professionalism is the normal and expected standard. CSAT is measured through a Likert scale question.

Financial 98

Financial Company Customer Service Tips 98

CX Journey

JUNE 20, 2019

Agile working in hearts and minds The first theme I noticed is a culture that embeds four principles. Principle 1: Individuals and Interactions The first principle is a valuing of individuals and interactions over processes and tools. Rather than hiding behind formal steps or documents, Agile working means human interaction.

Analytics 138

Analytics Culture Exercises Data 138

CSM Magazine

DECEMBER 10, 2021

Unfortunately, in customer service settings, these sentiments affect much more than employee happiness or turnover—often impacting customer interactions and even customer satisfaction with your brand. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. 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.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Customer Experience Culture – Customer Experience communication and engagement. Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. While it can be an exercise in creativity to rethink the ways in which your team can maintain a strong work culture digitally, it’s not impossible.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

Customer Bliss

OCTOBER 29, 2015

Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics. And they hurt your brand, since only the customers who interact with the employees who know how to work around clunky rules get the best experience.

Company 100

Company Exercises Customer Centricity Culture 100

Ian Williams

JUNE 23, 2019

Many that have undertaken Customer Journey Mapping find themselves confused, disappointed or even ‘completely underwhelmed’ by the outcome of the exercise. This usually, however, has more to do with the leadership and/ or company culture of an organisation than it does the validity of the exercises.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45

Russel Lolacher

JANUARY 4, 2021

How do you prepare your organization’s culture to fully embrace digital transformation? For example, like any curse of knowledge situation, digital types are very good at talking to digital types because they speak the same language, but that’s not culture change or inviting to an outside environment.

How To 83

How To Culture Government Leadership 83

Vonage

APRIL 13, 2016

Press your leadership team to agree on how you want to use the journey map to drive change operationally and culturally. We find that leaders who are personally involved in these sometimes mind-twisting exercises are most united in their communication and decision-making. Map the structure for a seamless customer experience.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Their organizations are a representation of the people the founders are, and as you can imagine, their cultures reflect that.

Meeting 162

Meeting Innovation Social Media Chatbots 162

Help Scout

JUNE 30, 2021

Improvements required in communication, policies, and processes to work well for geo-remote staff also benefit people closer to the core. Broader understanding of different cultures developed by working with people immersed in those cultures. Work hard on asynchronous communication. As a company leader.

How To 134

How To Meeting Video Culture 134

C3Centricity

JULY 17, 2016

They then (hopefully) invite relevant employees from marketing, sales, packaging, communications or R&D to participate. True understanding comes from regular interaction with your customers, not just from an annual observation or two. One last point for International organisations; be aware of cultural differences.

Exercises 120

Exercises Customer Centricity Culture Connections 120

SurveySparrow

MARCH 16, 2020

Consequently, you’ll find a string of unopened emails, unread messages, and chaos of poor communication. . #2: Communicating virtually can be tricky- you may miss a point, disorder the task priority, slip coordinating with a team member. And, for internal collaboration and communication, there is Zoom and Slack.

Tips 75

Tips Management Exercises Tools 75

CSM Magazine

MAY 23, 2023

This includes creating awareness among employees of common vulnerabilities and instilling empathy and understanding throughout the company culture. Effective Communication Strategies Active Listening Active listening is a crucial component in supporting vulnerable customers.

Tips 52

Tips Policies How To Guidelines 52

SurveySensum

FEBRUARY 28, 2024

Using an anonymous employee feedback tool enables you to access genuine opinions about your processes, and employees’ interactions with your company, and pinpoint areas where improvements are necessary. Upload your contacts, and select their preferred communication channels. How to Choose the Right Anonymous Feedback Tool?

Tools 52

Tools Feedback Analysis Survey 52

CX Journey

JUNE 20, 2019

Agile working in hearts and minds The first theme I noticed is a culture that embeds four principles. Principle 1: Individuals and Interactions The first principle is a valuing of individuals and interactions over processes and tools. Rather than hiding behind formal steps or documents, Agile working means human interaction.

Analytics 80

Analytics Culture Exercises Data 80

Kustomer

JANUARY 7, 2022

While popular before the pandemic, subscription-based businesses in particular have been enjoying accelerated growth within this transformed shopping culture. Benefiting both brands and customers, the implementation of this model has proven to be a major disrupter, completely innovating how we listen, watch, eat, drink, dress and exercise.

Customer Service 97

Customer Service Self Service e-support Automotive 97

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Building the right culture is difficult– like that smile you expect of your employees, it must be authentic. Such qualities can’t be instilled if people if they’re not there already.

Culture 40

Culture Employee Experience Exercises Travel 40