CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Tips 182

Tips Culture Exercises Feedback 182

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. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Maturity Model.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Maz Iqbal

OCTOBER 7, 2014

Here is what I took away from that event: The terms customer-centric, Customer Experience, and innovation are empty. Then the debates occur as to what customer-centric means, what customer experience is and is not, what counts as innovation or not. And they do. Yet all is not as great as it sounds.

Customer Centricity 102

Customer Centricity Leadership Employee Engagement Exercises 102

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. Senior leadership must motivate employees by nurturing career development, integrity, and dedication. Leaders can not just assume what factors motivate employees. Make employee engagement an important part of the process.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

BlueOcean

OCTOBER 10, 2016

In many cases, the call is the second or third step a customer had to take (more if they were transferred through IVR or other agents first), which means the interaction begins at a negative starting point, and the agent must respond accordingly. We don’t want to keep you here all day reading this one…).

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Alida

OCTOBER 4, 2016

In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. To get the most business value out of your online communities, you must work to keep members engaged.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Maru Group

FEBRUARY 19, 2020

Focus on Customer Centricity and Becoming Agile. Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile. Top 3 Ways for Utility Providers to Become Customer-Centric and Agile. Segment customers and map their journey.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Russel Lolacher

APRIL 5, 2021

To get engagement, you must be engaging – whether it’s continually responding or commenting with your audience, creating behind the scenes and interesting content, sharing fun facts or playing guessing games, if you want your audience to find you interesting and worth engaging with, you need to be interesting and worth engaging with.

Customer Care 98

Customer Care Government Communication Engagement 98

inmoment

FEBRUARY 11, 2020

For example, one of our clients found a way to gamify their employee training by creating a board game for team members to play together. This way, the CX training was a fun team building exercise that also got employees actively engaged in the program. Step #5: Celebrate! Lastly, celebrate those wins!

Training 88

Training Rewards Programs Exercises Leadership 88

Thematic

NOVEMBER 22, 2021

You know you should go deeper, but who has the time-- or extra staff-- to even begin such a time consuming manual review exercise? Review analysis is important because it helps you understand what customers think of your app, site, or experience. At its heart it is a customer centric activity. What is review analysis?

Analysis 71

Analysis How To Analytics Feedback 71

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. Here are highlights from the session. Think bigger—look beyond research. That’s quickly changing.

Software 145

Software How To Exercises Feedback 145

inmoment

FEBRUARY 11, 2020

For example, one of our clients found a way to gamify their employee training by creating a board game for team members to play together. This way, the CX training was a fun team building exercise that also got employees actively engaged in the program. Step #5: Celebrate! Lastly, celebrate those wins!

Training 52

Training Rewards Programs Exercises Leadership 52

CX Journey

SEPTEMBER 8, 2016

So it's important that we listen to employees and find out what's keeping them from being able to delight customers. Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g.,

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Strativity

JULY 11, 2016

This realization during the workshop increased their morale and employee engagement. Your employees must know each step of the customer journey so that your customers will have an even greater experience with you. It is one of the first steps in the process of creating a customer-centric culture.

Customer Journeys 40

Customer Journeys Touchpoint Exercises Healthcare 40

Strativity

JANUARY 29, 2018

It is a constant nurturing exercise, every day, in every decision, by every employee, in every interaction. Would employees bring the company’s values to life or hide behind safe, restrictive processes. Customer centricity is not optional for organizations who seek an authentic culture.

Culture 40

Culture Employee Engagement Exercises Study 40

Strativity

MAY 17, 2018

Future Ready Impact , is an employee centric learning workshop designed to empower employees to embrace change and accelerate working with purpose.

Exercises 40

Exercises Culture Employee Experience Study 40

Service Untitled

OCTOBER 29, 2010

Promised Delivery Dates Appreciated By Customers I have a fairly big house, and that means a. Engineer a customer-centric organization Customers make their decisions based on their emotions and how. Employee engagement is a force behind success Employee engagement is the motivation, commitment, and loyalty of people.

Effort Score 42

Effort Score Employee Engagement Exercises Culture 42

Strativity

SEPTEMBER 1, 2015

You can reward for exercising those qualities, but passion won’t follow a carrot on a stick. In informal term,s you can’t throw a plasma TV at employees and get caring in return. What else can we do to delight customers? Operation and execution are at the core of the challenge of becoming customer-centric.

Culture 40

Culture Employee Experience Exercises Travel 40

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Employee engagement hovers around 9,000. The customer calls it “shopping elsewhere.”.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

SurveySensum

JANUARY 1, 2024

Show Appreciation for a Job Well Done Did you know employee recognition increases employee engagement by nearly 60%, leading to higher job satisfaction and productivity? It is important because it, Boosts morale and motivation among employees. Enhances employee engagement and job satisfaction.

Social Media 52

Social Media Effort Score Customer Satisfaction Case Study 52

ProProfs Chat

JANUARY 17, 2020

Takeaway: “Do a thorough review and, if possible, make it a collaborative exercise. But, in this exercise, it’s crucial to ensure no employee feels demoralized. Even after a customer recovery process, feedback is essential. Why must you take feedback for customer recovery? So is customer recovery.

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

CX University

APRIL 26, 2018

They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization. We have seen successes and failures, trials and tribulations.

Customer Experience 74

Customer Experience Government Policies Innovation 74

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Showing them in a “customer room” is another option worth considering. Think of other ways you can use personas as a tool for employee engagement and communications. Source: Forrester . Source: MyCustomer.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Pink Guava

OCTOBER 31, 2018

There is a reasonable investment kept aside as you do not want this to be an exercise on paper. Remember, these champions have to be self motivated, customer centric and teamplayers. The leadership is committed to the effort and driving this effort from front. This has to be Top – Down approach.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

Lumoa

APRIL 24, 2018

This will give you the intel on how to take action to improve your relationship with the customer and improve their experience. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. You won't be able to see a complete picture of your customer experience without looking at all metrics.

System 338

System Effort Score NPS Net Promoter Score 338

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? Here’s an exercise for you to complete.

Customer Experience 60

Customer Experience eBook Social Media Training 60

SmartKarrot

JULY 26, 2021

Keep your brand’s message simple and engaging. As businesses become more customer-centric , companies are focusing more on forming and training their internal resources to become CX specialists. For CX transformations, it is very important to identify the things that matter most to the customers.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11

ClearAction

FEBRUARY 26, 2015

"5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers. Comments are Customer Experience Gold. Customer Experience Text Mining for Gold Nuggets. Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Confirmit

MAY 29, 2018

Bring the customer’s voice into your organization and you can expect the following results, providing you take action on the insights you receive: Increase revenue: Through reduced churn, improved cross-sell opportunities and the ability to attract new customers. Why Implement a Voice of the Customer Program? Learn More.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40