Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Customer Bliss

NOVEMBER 21, 2019

As you get acquainted with the five competencies and how they come together, your role will evolve as you implement the competencies through the phases of the Customer Experience Maturity Map. Years one through three are what I call the “disruption and blocking and tackling years.”

Chief Customer Officer 183

Chief Customer Officer How To Leadership Meeting 183

ShepHyken

DECEMBER 18, 2023

It’s about being united and joining together under a common set of values. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. Develop your customer experience strategy.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

JANUARY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Make Mom Proud companies make it their priority to clarify their purpose. Let Your Purpose Unite Your Company. Delivery men and women are part of the bigger picture of delivering peace of mind.

Chief Customer Officer 170

Chief Customer Officer Course Video Retail 170

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Define the experience to align the organization.

Customer Experience 155

Customer Experience Management B2B B2C 155

Customer Bliss

JANUARY 30, 2020

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. Companies that grow from admiration for improving lives tackle the processes that get in the way of people delivering good experiences. Care is foundational to how they grow. Teams unite.

Company 216

Company Hotels Insurance Travel 216

CloudCherry

NOVEMBER 10, 2019

C-Suite…UNITE! And, who better to lead the charge than the one and only Jeanne Bliss of Customer Bliss – 5 time Chief Customer Officer, CX Pioneer & Leadership Advisor, Speaker, Author, Cofounder of CXPA.org, and our honored guest. That’s what the most beloved companies do. We can certainly all unite around that idea.

Chief Customer Officer 170

Chief Customer Officer Hotels Leadership Customer Experience 170

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Respond Fast – I love to talk about the Jimmy John’s experience.

Sales 90

Sales Customer Experience Tips Customer Service Training 90

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience How To Leadership 245

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. Ready to start?

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. A clean and clear process for evaluating and understanding what customers need and value in improved or redesigned experiences.

Customer Experience 253

Customer Experience Metrics Innovation Leadership 253

Customer Bliss

MARCH 12, 2019

What’s the State of Customer Experience? Tell everyone: where do you see CX—the state that customer experience is in—right now across the industry? Focus on Leadership Through Understanding the Life of the Customer. Jeanne: The whole purpose of CX, of customer experience: it’s leadership.

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership Video 273

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. But even with each person executing his or her task perfectly, your mom still ends up alone on that gurney in the hallway. View this post on Instagram. Click here to learn more about the course and enroll. .

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

Steve DiGioia

MAY 17, 2021

“Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says. S atisfy – Make it right.

Customer Service 341

Customer Service e-support Self Service Customers 341

Customer Bliss

APRIL 11, 2018

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. Actions for Hiring and Development Set the Tone.

Company 209

Company Hotels Insurance Banking 209

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers?

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

ImprintCX Articles

MARCH 4, 2024

Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know? Boards still must deliver on profit and revenue metrics. Unite everyone in a customer experience vision and show them how to get there.

Leadership 52

Leadership Metrics Exercises Government 52

Experience Investigators by 360Connext

NOVEMBER 17, 2020

My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. So let’s get proactive about how we thank customers.

How To 372

How To Airlines Social Media Tips 372

Customer Bliss

AUGUST 28, 2018

“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. CX #CustExp Click To Tweet.

Customer Journeys 157

Customer Journeys Connections Customer Experience Customers 157

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. The passenger and her 11-year-old daughter were devastated, as were many of the fellow observing passengers. She worked for the airline.

Airlines 184

Airlines Customer Experience Travel Guidelines 184

Comm100

FEBRUARY 1, 2023

With undergraduate enrollment on the decline , student recruitment has become fiercer than ever. When live chat is available on a website, a prominent button appears for students to click and initiate chats. By clicking on the button, students can get instant assistance with any questions or concerns they might have.

Effort Score 215

Effort Score Wait Times Video Communication 215

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Sign up below to get the full video. The following is a lightly edited transcript of the short video.

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

Kustomer

OCTOBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. replied the customer.

Customer Service 59

Customer Service Airlines Exceptional Customer Service Social Media 59

Magellan Solutions

MARCH 5, 2023

No wonder western countries like the United States and Australia chose to outsource customer services and technical support to them. Shared service centers are independent business units of processes, technologies, and people. With shared services, expertise and resources are shared within a company.

Government 98

Government Call Center Resources Contact Center 98

Customer Bliss

JUNE 28, 2019

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? Both women became CCOs of their companies during a time where no formal CX work had been instituted. Gainsight is a SaaS company focused on customer success. Clarify Role and Department Responsibilities.

Company 172

Company Customer Journeys Metrics Strategy 172

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Wired and Dangerous

JULY 27, 2020

They have raised the bar to a very high level on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! If we can consistently deliver this kind of experience the payback is huge! Yes, we have it here. “But,

Insurance 91

Insurance Banking Policies Loyalty 91

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Championing a customer-centered mindset within the company.

Chief Customer Officer 123

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 123

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences.

Leadership 52

Leadership Innovation Groups Conference 52

CX University

SEPTEMBER 18, 2018

My question is, “How do we know which best practices will most benefit our employee engagement initiatives? So my team and I embarked on a mission to exhume the real nuts and bolts of engagement. focuses employees at all levels on the customer, and 3. focuses employees at all levels on the customer, and 3. Quicken Loans.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Not only is she making serious strides as the company’s COO, but her role is also inclusive of CCO responsibilities.

Customer Success 131

Customer Success Management Exercises Metrics 131