Beyond Philosophy

FEBRUARY 22, 2024

It is essential to note that the answerer wasn’t getting shocks, nor was the answerer a real participant in the study; instead, the second participant was an actor. Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes.

Culture 78

Culture Fashion eBook Examples 78

Experience Investigators by 360Connext

NOVEMBER 10, 2020

And leaders had to navigate all these changes as they happened, in very real-time ways. There were real struggles and challenges for businesses and their customers, too. We’ve seen many cases in which those multi-year strategies to achieve digital transformations were whittled down to weeks to help customers.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. 50% Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. 50% Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Men and women sitting in their cars, buses and trains, giving themselves a pep talk before stepping into the corporate war zone. The customer suffers as well. There is hope for frustrated managers.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Integrity Solutions

FEBRUARY 27, 2023

When we talk about sales coaching, that’s a pretty good way to describe it: helping salespeople move from their current level of performance to a new one. When we talk about sales coaching, that’s a pretty good way to describe it: helping salespeople move from their current level of performance to a new one.

Sales 62

Sales Management Culture Leadership 62

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. And that’s exactly why employee feedback is not to be taken lightly.

Culture 52

Culture Feedback Survey Employee Engagement 52

Vonage

MARCH 14, 2017

But how many have really earned the right to claim customer service excellence? Customer service excellence sets a company apart. The product quality spoke to customer service excellence. Then I moved, and moved again, and again. Bean, Customer Service, Maine, USA. There were the old silk underpants.

Customer Service 136

Customer Service Sports Social Media Culture 136

Clarivate

FEBRUARY 27, 2024

Environment, social and governance issues are at the core of our global culture, serving as guiding principles for every decision we make. This is just one example. With over 130 million students benefiting from our solutions, we have a significant impact on education.

Healthcare 52

Healthcare Case Study Resources Government 52

Customer Bliss

OCTOBER 20, 2016

Double talk. Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. OK, so on the wall you might see something like this: “We have a deep commitment to the customer and their needs.” Essentially at this point, it’s double talk.

Strategy 100

Strategy Leadership Culture Company 100

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? I advocate for immediate action in this space. Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. What a Customer First Strategy is not.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. Published on: August 19, 2020.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

SurveySparrow

AUGUST 30, 2023

If Customer experience is your next target, don’t worry; we’ve got you covered. Our team sat down for 5 days and 6 nights to read the best customer experience books and curated the perfect list just for you! (As Why Read the Best Customer Experience Books? These books offer actionable steps to elevate your CX game.

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

Clarivate

MAY 24, 2022

Since then, we have been moving full speed ahead – remaining focused on ways we can take action faster with greater purpose, making sustainability part of our global culture and improving our measurement and reporting capabilities. Driving real, measurable change. Connecting SDGs to everything we do.

Government 98

Government Exercises Innovation Report 98

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Men and women sitting in their cars, buses and trains, giving themselves a pep talk before stepping into the corporate war zone. "If The customer suffers as well.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 115

Culture Customer Service Leadership Airlines 115

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. As a business leader, Lee West was moved by a story that he read about the Queen of Sheba and King Solomon. He had to inspire what he wanted to be delivered.

System 162

System Hospitality Customer Experience Guest Experience 162

Kustomer

OCTOBER 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Danilo Pozo from Cisco to learn about lifecycle management and being the customer’s number one supporter. Taking the Journey with Your Customers. Global Talent is Key to Entering Different Markets.

Customer Experience 105

Customer Experience Management Culture Sales 105

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. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

Meeting 163

Meeting Innovation Social Media Chatbots 163

Customer Bliss

MARCH 29, 2016

Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. Humbly apologize: Your e-mail is part of the news cycle now.

Customer Focused 0

Customer Focused Culture Leadership Wait Times 0

One Millimeter Mindset

JANUARY 26, 2021

More importantly, how do your instincts and actions enhance or impede not only the rest of your team’s mindset? But also their subsequent actions as well as project outcomes. First, you stop talking. And perhaps you stop talking a lot. As a leader, do you tend to give orders on what actions to be taken?

Meeting 84

Meeting Leadership Innovation Consulting 84

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

Measurement 122

Measurement Tools Survey Fashion 122

Russel Lolacher

AUGUST 1, 2022

And I say that because I did some, you know, early stuff, but what as I was, I was starting to move up. In this episode of Relationships at Work, Russel chats with Canada’s first Chief Accessibility Officer Stephanie Cadieux on the importance and benefits of embracing an accessible workplace. Where to start for your organization.

Government 98

Government Culture Employee Experience Video 98

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. It’s just people get discouraged and people don’t want to move through up through the chain.”

Culture 98

Culture Connections Leadership Communication 98

SurveyGizmo

NOVEMBER 4, 2020

Early in October of 2020, the inaugural North American Customer Centricity Awards recognized those organizations delivering an outstanding customer experience. Alchemer (formerly SurveyGizmo) was a finalist in the Customer Centric Culture Category. or, “How do you really close the loop with customers?”

Customer Centricity 52

Customer Centricity Trends Conference e-support 52

Gainsight

APRIL 27, 2022

Review time doesn’t have to be dreaded for the customer success team. Capture all job roles, not just customer success managers (CSMs). Nick talked about regional “pods” that broke through departmental silos. said no employee ever. They offer benchmarking data, focus on KPIs, and steer priorities for the future. Stay on time.

Customer Success 59

Customer Success Meeting Tips Video 59

Kayako

MARCH 7, 2018

Kayako is a global company with customers all over the world. Even with the HQ moving to London, around 70% of our workforce—including the majority of our support function—is still based in India. Sometimes even the most capable and experienced agents find themselves unable to convey simple messages to our customers.

Training 120

Training Course Culture Communication 120

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. How “professionalism” and the notion of “work-life balance” has done a lot of damage on cultures. KEY TAKEAWAYS. ” Erin Skillen.

Culture 98

Culture Leadership Connections Consulting 98

Customer Bliss

JULY 21, 2016

I’ve been honored to do 13 episodes of my customer experience podcast so far, and in each episode, I talk with the guest about these ideas. If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. United Leadership: Necessary to move from talk to action. If not moreso.)

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered. Types of NPS Software.

NPS 150

NPS Software Net Promoter Score Survey 150

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Below the water is a company’s culture. What is Culture?

Culture 59

Culture Contact Center Study Leadership 59

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208