SuiteCX
JANUARY 2, 2017
As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Experience is more than how customers answer surveys (customer satisfaction and Net Promoter).
Customers That Stick
JANUARY 2, 2017
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SuiteCX
JANUARY 2, 2017
As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Experience is more than how customers answer surveys (customer satisfaction and Net Promoter).
ShepHyken
JANUARY 2, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. (Harvard Business Review) Think about the last time you flew.
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Natalie Petouhof
JANUARY 2, 2017
Tweet In a time where the world is more connected through technology and social media, providing excellent customer service is crucial. The reputation of your business is built on its effectiveness, including the customer experience. Exceeding customer expectations creates loyal customers and it differentiates you from the competition. In addition, word of mouth is now more powerful than ever, as customers can easily share both positive and negative opinions online.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
JANUARY 2, 2017
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, … Continue reading → The post Cultivating Effective Communication, Part 1 appeared first on Brad Cleveland.
Brad Cleveland Blog
JANUARY 2, 2017
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, there are predictable and notable commonalities among successful contact centers.
Brad Cleveland Blog
JANUARY 2, 2017
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, there are predictable and notable commonalities among successful contact centers.
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