Customer Bliss

FEBRUARY 2, 2017

” It opens, somewhat ominously, this way: Customer Experience (CX) specialist, and TribeCX CEO David Hicks, recently noted that the statistics in an infographic about survival rates in airplane crashes were almost identical to the rate of job retention for CX practitioners. The landscape of CX hiring. Interesting.

Infographics 100

Infographics Customer Experience Professionals NPS Leadership 100

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Tips 208

Tips Customer Centricity Strategy Social Media 208

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”. As a CX professional, you likely already have a strong vision of what you want to achieve.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Seaton CX

OCTOBER 11, 2022

Brad, the new hire, knocks hesitantly on your office door. At the 43-column dumpster fire that Cliff in Finance calls a spreadsheet—and wants you to review “ASAP.”. In that meeting, present your well-formed CX idea. I don’t need CX advice—there’s no one at this company who knows CX like I do.”.

Meeting 75

Meeting Culture Company How To 75

Comm100

AUGUST 5, 2020

In a 2019 study conducted by Vonage, only 15% of respondents felt that IVR was conducive to positive CX. Jumping between platforms, hunting for customer information and previous chats across channels, passing customers between agents – these are all sure-fire ways to keep your customers waiting and slow down resolution time.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Talkdesk

JUNE 8, 2020

This is the stage where new hires learn the attitudes, knowledge, skills and behaviors required to function effectively within an organization. Then, before they know it, they are thrown into the fire and expected to handle a high volume of customer interactions, with limited opportunities to continue developing their skills.

Contact Center 85

Contact Center Policies Employee Experience Connections 85

CX Journey

JULY 5, 2017

OK, only mildly shocked, given the challenges that we CX professionals have, but go with it.) You're already doing these things: enhancing the product, changing processes, updating the website, revising policies, hiring new people, etc. And yet, at the same time, I'm shocked that someone would ask that question. (OK, The customer.

Customer Focused 138

Customer Focused Customer Centricity Policies Culture 138

Experience Investigators by 360Connext

DECEMBER 17, 2014

As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. Consider your hiring methods and make sure they align with your customer experience mission. The very best organizations then act upon those ideas quickly and with vigor. Let’s go! Make sure they do.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Zeisler Consulting

MARCH 1, 2021

I came to the practice of CX via Process Engineering (Lean Six Sigma, or LSS). Using PE to better our CX is an incredibly fulfilling use of a legacy approach to improving what we do. For those who aren’t yet using PE for CX purposes, perhaps this can still resonate with you.

Resources 72

Resources Groups Trends Innovation 72

Oracle

JULY 1, 2020

According to Katie Martell , Marketing Consultant, “Both marketing and CX are filled with processes that combine people and technology, so it’s important to be good at both. Being in the field of marketing and CX will require you to have excellent social and communication skills to be more appealing to your prospective clients.

Tips 67

Tips Marketing Social Media Retail 67

Gainsight

NOVEMBER 3, 2021

SaaS is on fire. The second mistake is hiring a team of Customer Success Managers and calling it a day. The Customer Success job market is on fire. Customer Experience: Can be part of CS Ops but worth someone owning end-to-end CX initiatives. We all know that, but it strikes me every day. It’s absolutely nuts.

Chief Customer Officer 59

Chief Customer Officer Company Customer Success Sales 59

CX Journey

MAY 29, 2019

The next layer in the pyramid is your employees, who will benefit from a company built on solid mission, vision, values, and purpose – all of which become not only the basis for hiring, firing, and promoting but also the basis for executive behavior and decision making. As you know, employees must come more first.

Culture 145

Culture Employee Experience Leadership Customer Experience 145

Beyond Philosophy

AUGUST 18, 2022

So, in other words, I wouldn’t use results from this to make decisions about hiring or firing, management training, or anything else. appeared first on CX Consulting. Nor do I think that these personality traits are either. Most of us do not have clinical training for this type of application. Subscribe today right here.

Measurement 147

Measurement Training Examples Leadership 147

Beyond Philosophy

APRIL 28, 2022

We did a podcast a few weeks ago about firing your customers. I’m not suggesting that Peter needs to fire his customers, nor was the point of the podcast that you should fire customers at the first complaint they throw your way. appeared first on CX Consulting. It can be cutthroat, too. What Do We Do?

B2B 89

B2B Communication Strategy Retail 89

Customer Bliss

JULY 24, 2018

As CX practitioners, our opportunity is to wire “care” in our business behaviors. CX #CustExp Click To Tweet. The consistency of knowing and feeling what is right, paired with decision making that yields to the natural tendencies firing inside us, make these elevated companies beloved inside and out.

Employee Engagement 161

Employee Engagement Tips Customer Satisfaction Conference 161

ShepHyken

NOVEMBER 12, 2018

This excellent article will give you insights you need to help determine if hiring a “gigger” will work for you. The author of this article shares four ideas to better connect your marketing efforts and CX efforts to your front line. Predictions 2019: Customer Experience Comes Under Fire by Harley Manning.

Customer Service 90

Customer Service Effort Score Customer Service Training Marketing 90

Zeisler Consulting

OCTOBER 15, 2020

One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. These are those top-line, on-the-dashboard, am-I-getting-fired-or-promoted figures. Think revenues or market share, sales, etc.

Measurement 72

Measurement Metrics Effort Score Contact Center 72

ProProfs Chat

MARCH 1, 2019

Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc. Core values will drive hiring, firing, promotion, etc. We hope you enjoyed our interview with Annette Franz, CCXP; founder and CEO, CX Journey Inc. Check out her insights into customer support.

Customer Experience 98

Customer Experience Customer Journeys Customer Centricity e-support 98

CX Journey

MAY 29, 2019

The next layer in the pyramid is your employees, who will benefit from a company built on solid mission, vision, values, and purpose – all of which become not only the basis for hiring, firing, and promoting but also the basis for executive behavior and decision making. As you know, employees must come more first.

Culture 80

Culture Employee Experience Leadership Customer Experience 80

Circular Edge

FEBRUARY 22, 2023

(avoiding ‘Churn’ at your cost) Innovation Still Not Coming to Fruition – Enterprises today are under increasing pressure to innovate and transform their business, and many who hire MSPs do so for that very purpose. A snowball effect of reactive support and constantly tending to unnecessary fire drills. The result?

Management 52

Management Innovation Resources Analysis 52

Comm100

JULY 9, 2019

In my experience, most businesses fall into three camps: Trial by fire – give agents a manual to read, then throw them on customer queries and hope for the best. Outsource to colleagues – make training another agent’s responsibility, ask the new starter to shadow them, and expect the new hire to be ready in a week or so.

Training 101

Training Contact Center Resources Chatbots 101

Comm100

MAY 20, 2022

To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. Canned messages can be personalized by the individual or team, allowing support messages to remain personable even while they’re fired off on the fly. .

Software 180

Software Wait Times Multi-Channel Consumers 180

Beyond Philosophy

NOVEMBER 12, 2015

In some extreme cases, you can fire the Customer. But you can’t fire all the Customers that are rude in an exchange. Hire People with a High EQ. The post You Readers Are So Pathetic appeared first on Beyond Philosophy | CX Consultants | Customer Experience. The Customer isn’t always right , after all.

Exercises 60

Exercises Consulting Study ROI 60

Circular Edge

JANUARY 21, 2022

Innovation Still Not Coming to Fruition – Most organizations today are under pressure to innovate and transform their business, and many who hire MSPs do so for that very purpose, yet sadly, some of those who have outsourced to an MSP are still not innovating – how can this be? (avoiding ‘Churn’ at your cost). ContinuousInnovation.

Resources 52

Resources Innovation Analysis Chatbots 52

Circular Edge

FEBRUARY 26, 2021

Reactive Support vs Proactive Monitoring – Your MSP isn’t utilizing tools like LynX monitoring to enable more proactive support versus the snowball effect of reactive support and constantly tending to unnecessary fire drills.

Innovation 52

Innovation Resources Analysis Conference 52

Horizon CX

JANUARY 6, 2020

Furthermore, are those of us moderate in demeanor possessive of revered characteristics or could they be considered boring, lukewarm or half-hearted to organizational leaders and particularly to hiring managers? The post The Power of Moderation – A 2020 Perspective appeared first on Horizon CX. December 27, 2019.

Airlines 100

Airlines Course Management Survey 100

ProProfs Chat

MARCH 1, 2019

Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc. Core values will drive hiring, firing, promotion, etc. We hope you enjoyed our interview with Annette Franz, CCXP; founder and CEO, CX Journey Inc. Check out her insights into customer support.

Customer Service 40

Customer Service Customer Journeys Customer Centricity e-support 40

CX University

OCTOBER 19, 2017

This created variations of tension and exposed electrodes, which caused the phone to explode/catch fire. This is what it looks like when the poles’ contact creates the fire: You cannot leave quality as a risk factor in these processes, even more when third parties are involved. That’s a cornerstone of trust.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

ProProfs Chat

JULY 6, 2018

CEO at CX Professionals Association. Director of Marketing & CX at M4 Communications, Inc. Senior CX Principal at Medallia. Driving an outstanding CX is only valuable if it helps the company thrive. Tying CX efforts with their key priorities clarifies that CX is the way for them to win. Brian Andrews.

Customer Service 100

Customer Service Tips Culture Customers 100

Kustomer

NOVEMBER 7, 2023

Zendesk’s resources and willingness to prioritize customer relationships has come under fire since it was acquired for $10B in a private equity deal. Customize business logic and automate CX workflows. In this guide, we’ll break down the many reasons why customers are switching away from Zendesk.

Omni-Channel 52

Omni-Channel Self Service Multi-Channel Knowledge Base 52

WorkOutLoud

JANUARY 23, 2018

This year organizations will be redirecting investments to CX innovations and technology, and by 2020, CX will overtake price and product as key brand differentiator. points out: Most CX projects begin by focusing on ways to collect and analyze customer feedback. hire data scientists. website traffic.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

SmartKarrot

DECEMBER 22, 2021

As the role of CS changes, there is a need for greater collaboration with the product so that both move towards a singular goal: enhancing CX for more excellent retention and reduced churn. Despite customer success and CX hinging on the product and its features, why is it difficult for the two teams to align?

Customer Success 19

Customer Success Leadership B2B Software 19

Kustomer

NOVEMBER 25, 2020

Her team is always hustling and looking for ways to break CX barriers. This can also apply to every aspect of their business because it is embracing a customer-centric model of CX operations. At Bump Boxes, customer support doesn’t just start with the customer’s problem and end with the CX agent’s solution. Second is Hustle.

Customer Experience 98

Customer Experience Culture Customers Feedback 98

Uniphore

JULY 23, 2021

Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. Here’s how employee disengagement is hurting contact center CX and what you can do to motivate your agents again. and the 7 Surprising CX Insights They Reveal. Employee disengagement is rampant in contact centers.

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

Thematic

MARCH 29, 2020

As you scale, you will need to hire Product Operations specialists who make sure that feedback is collected, analyzed and shared in an efficient manner using the right product feedback platforms. Tip: Our webinar “Proving the ROI of CX ” has 5 keys for turning insights into action and influencing stakeholders.

Feedback 111

Feedback How To Analysis e-support 111

Kustomer

OCTOBER 15, 2020

Brad believes that asynchronous communication is the future of CX as it allows for reps to do more with less. Lauren understands that CX reps have had to adapt to a new at-home work environment during COVID-19. Low Effort Self Service Through Simplified CX. He says, “it is a technological shift to improving experiences.

Self Service 52

Self Service Management How To Omni-Channel 52

ShepHyken

JANUARY 24, 2022

It’s a philosophy to be embraced by every employee, from the CEO to the most recently hired.” In fact, three out of 10 consumers worldwide have switched providers due to concerns with those companies’ data policies or data-sharing practices adding fuel to the fire. That’s exactly how this article starts.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67