CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. If there's ever a " Would You Do That to Your Mother? What’s crazy to me is that we are all humans! (At

Customer Experience Design 150

Customer Experience Design Exercises Culture Leadership 150

Customer Bliss

OCTOBER 17, 2018

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience?

Leadership 231

Leadership Course Customers System 231

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. Customer experience is important. …So we can’t really do this or think about it in the ways you want us to.”

Healthcare 143

Healthcare B2B Industry B2C 143

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. And the question is, how can we create a loyalty or stickiness to his customers? What makes you loyal to them?

Banking 78

Banking How To B2C B2B 78

CX Journey

APRIL 17, 2019

In case you missed the first post in this series, you can find it here. If you recognize one, you've got to take corrective action immediately. If your listening program is failing, there are a tone of ideas here to consider to get it back on track. As part of the core program team, you don't want to hold onto this data.

Survey 136

Survey Touchpoint Analysis Feedback 136

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology!

Technology 194

Technology Analysis Data Consumers 194

Alida

OCTOBER 26, 2017

The “Me, Me, Me” generation. No matter what you call them, the millennials (or Gen Y), those born between 1980 and 1995, are the biggest age grouping in American history. Among other things, health care lags behind retail, hospitality and other industries in delivering innovation and a better customer experience.

Industry 188

Industry Insurance Study Hospitality 188

CX Journey

MARCH 7, 2018

Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. They are the people who will drive innovation and move your business forward.”

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? If not, it’s time to get that done!

Government 90

Government Customer Centricity Guidelines Groups 90

AskNicely

MARCH 22, 2017

You have finally got a pitch meeting with investors. They stare over the table at you, and ask “So, how do we know you can keep the revenue coming in?”. You are prepared with all your figures for the last four quarters, your costs, revenue breakdowns, market sizes. Unless you can. The Survey.

NPS 150

NPS Metrics Net Promoter Score Effort Score 150

Experience Investigators by 360Connext

MARCH 23, 2015

What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas. They get to know their customers and communicate with them in the ways that create major engagement. Seriously, you need to see them all ! :-D. How can we prove we know them in the ways they want?

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! Is this your case? If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Opportunity.

Data 206

Data Retail Analysis Analytics 206

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness.

Social Media 290

Social Media Video Effort Score Brands 290

Wired and Dangerous

OCTOBER 30, 2014

This week marks the 7th anniversary of the release of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. Managers and business leaders interested in employee engagement often ask me: “In your experience, what are the key challenges to creating and maintaining an engaged workplace?”

Employee Engagement 127

Employee Engagement Engagement How To Communication 127

CX Journey

APRIL 17, 2019

In case you missed the first post in this series, you can find it here. If you recognize one, you've got to take corrective action immediately. If your listening program is failing, there are a tone of ideas here to consider to get it back on track. As part of the core program team, you don't want to hold onto this data.

Survey 80

Survey Touchpoint Analysis Feedback 80

Wired and Dangerous

MAY 5, 2021

A bilateral agreement between the united states and japan. An insurer who would otherwise be obligated to pay any claim shall not be relieved of the responsibility with respect thereto or, solely by virtue of the indemnification provisions hereof, have any subrogation rights with respect thereto. Section 4.2

Banking 91

Banking Insurance e-support Airlines 91

Wired and Dangerous

MAY 6, 2021

We are able to negotiate on your behalf in the hope of achieving a swift, cost effective settlement. Again we will give full advice in respect of mediation services (ADR) and try to avoid Court proceedings if at all possible, keeping costs to a minimum. A successful plea would make the contract void ab initio.[2]

Consulting 91

Consulting Government e-support Software 91

Customer Bliss

JANUARY 26, 2017

You bring in someone for 2-3 weeks of tons of work, and then at Month 6, they have very little to do — because you didn’t do “foresight” or “forecasting” on the hire; you just filled an immediate need. You’d almost hire off a platform. You are the one who knows your team.

Leadership 100

Leadership Consulting Company Course 100

Oracle

JANUARY 29, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within.

How To 64

How To Customer Journeys Chief Customer Officer Study 64

Russel Lolacher

JUNE 5, 2022

It’s just a force multiplier, because all of a sudden, you got everybody’s brain. He’s the senior IT customer support manager for first American title, which is leading the technical sports, customer support to their employees. That’s what he does, he leads with it and customer support.

Communication 93

Communication Technology Employee Engagement Culture 93

Michel Falcon Experience

AUGUST 13, 2014

Every company, regardless of size or industry, must use surveys to improve their customer experience. ” The passive company : A company who passively collects feedback but lets the data sit in a virtual storage unit which brings no value to the customer or the business. .” You must be willing to go all in.

Survey 147

Survey Net Promoter Score Case Study NPS 147

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Wired and Dangerous

MAY 6, 2021

Do not forget about a dragon fine and disclaimer due to which disclosure of confidential information to your employees and contractors will not be considered as violation of this provision ( agreement ). Sugar is uncountable; therefore, the sentence has a singular verb. This is much less common. Other verbs do not add s-endings.

Government 91

Government Effort Score Banking Sales 91

Russel Lolacher

MAY 30, 2022

In this episode of Relationships at Work, Russel chats with author and keynote speaker Gregg Ledermen on how being a good human through knowing your values and embracing your vulnerability can make you a better human leader at work. The importance of living your defined values. Google Podcasts. KEY TAKEAWAYS.

Leadership 52

Leadership Culture Exercises Airlines 52

Russel Lolacher

JANUARY 10, 2023

In this episode of Relationships at Work, Russel chats with organizational psychologist and SparkPath founder JP Michel on the importance of approaching career planning with a challenge mindset rather than solely on job titles and a “what do you want to be when you grow up” stance. How are you doing today?

Exercises 52

Exercises Culture Connections Tools 52

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 95

B2B Company B2C Customer Centricity 95

Kustomer

DECEMBER 24, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Greg Segall , Sean MacPherson , and Vikas Bharmbri to exchange views on the personal experience movement. Learn how these leaders relate to their customers on a deeper level by listening to the podcast below.

Loyalty 64

Loyalty Connections Customer Experience Examples 64

CX Journey

MARCH 5, 2015

In it, I draw on personal experiences from my days in the C-suite and the boardrooms of my consulting clients to make the case that sacrifice is the surprising secret to successful long-term viability. You need a “to do” list. Your boss needs a “to do” list. So does the President of the United States. Do Less Better.

Consulting 80

Consulting Leadership Employee Experience Course 80

Circular Edge

MAY 2, 2022

Key themes include collaborating with business units and being proactive in hiring. Despite their varied backgrounds and experiences, Cook, Schutz and Thomas landed on many of the same themes and raised similar points. He also oversees the company’s operations, customer service and wholesale business. Our Sources.

Culture 52

Culture Healthcare Apparel Financial 52

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Lesson #1: Don’t put your policies first. And you know what?

Airlines 48

Airlines Customer Service Social Media Policies 48

Amity

JUNE 16, 2016

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. We sat down with Ellie Wilkinson , the Senior Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years.

Customer Success 80

Customer Success Self Service Customers Training 80

Michel Falcon Experience

FEBRUARY 21, 2019

In my interview with Rachel David , founder of Hashtag Communications , we discuss social media customer service, managing remote employees and how businesses can leverage influencers to build trust with potential customers. If you prefer to read the transcript from the video, it can be found below. I don’t know.’

Social Media 68

Social Media Customer Service Tips Customers 68

SurveySparrow

JANUARY 23, 2021

WhatsApp will remain a free app, but the change in policy means that you will have to allow them to collect personal data and share it with Facebook and Instagram. So we just thought of listing down the top WhatsApp alternatives you should be checking in 2021… . Your phone number is only like a username for Signal app. .

Policies 52

Policies Video Groups Data 52

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Happy customers tell an average of 6.

Social Media 86

Social Media Self Service Customer Service Marketing 86

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. Why are you doing the training? What will be different as a result?

Training 52

Training Sales Culture Management 52

Talkdesk

JULY 24, 2017

Do you know Talkdesk’s inspiring origin story? As Talkdesk has recently been named to Forbes 2017 Cloud 100 list , we felt that now would be the perfect time to bring you this interview of Tiago Paiva, the Founder and CEO of Talkdesk. How did you conceptualize Talkdesk? How did you conceptualize Talkdesk?

Call Center 57

Call Center Video Meeting Industry 57

Kustomer

MAY 13, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Michael Windsor and Vikas Bhambri to learn about managing CX teams across the globe and building a strong foundation for success. Why You Should Expand Your CX. Effortlessly Globalizing Your Teams.

How To 59

How To Culture Leadership Customer Base 59