Customer Bliss

JANUARY 24, 2017

From his LinkedIn: Scott Bajtos joined VMware in 2009 and oversees the company’s global services team, which includes education, technical support, professional services support and customer advocacy to ensure a best in class pre and post sales experience for customers and partners. Obviously you want a focus in both areas.). About Scott.

Loyalty 100

Loyalty Leadership System Engagement 100

BirdEye

OCTOBER 6, 2023

Online reputation management software monitors customer feedback across numerous online channels to spot complaints early. Example: Toyota’s response to a major recall in 2009 showcased a well-prepared crisis management plan. Keep a close eye on customer feedback, online reviews, and comments on social media and review sites.

Strategy 57

Strategy Social Media Airlines Software 57

ClearAction

FEBRUARY 7, 2016

70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Survey Actions & Feedback to Customers BKM: Boeing, Motorola, Symantec. Customer Centricity. Employee Engagement.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Middlesex Consulting

DECEMBER 14, 2015

Are there differences in experience or training? Are you being penny wise and pound-foolish by cutting back on training or coaching? 

Now look at the satisfaction rating received for these top and bottom 10%. But there is a much better way to establish targets – based on your customer’s feedback.

This Any useful story here?

Analysis 60

Analysis Financial Call Center Loyalty 60

Middlesex Consulting

DECEMBER 14, 2015

Are there differences in experience or training? Are you being penny wise and pound-foolish by cutting back on training or coaching? But there is a much better way to establish targets – based on your customer’s feedback. 2009 shows breaks in the CSAT vs. resolution time relationship, indicating appropriate targets.

Analysis 60

Analysis Call Center Financial Loyalty 60

Qualtrics

MAY 13, 2021

Founded in 2009, its first incarnation was as a place to ‘pin’ or save things you found on the internet. Their feedback was the starting point for developing a whole range of new features and. It’s one thing to scale customer feedback through an email database — but how do you scale a community of human product testers and athletes?

Social Media 26

Social Media Roadmap Feedback Tools 26

Chattermill

SEPTEMBER 11, 2019

Netflix, Amazon and Spotify have trained us to expect a smooth customer journey with little to no friction. Ensure you collect data points across all customer touchpoints, across the entire customer journey such as complaints, support requests, transactions, social media and customer feedback. Don’t ignore customer feedback.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Customer Guru

FEBRUARY 23, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. When Zoona was first launched in Zambia in 2009, there was a post office and money transfer service called Swift Cash, but it used to have very long queues and high charges. Can you tell me what Zoona is?

Groups 112

Groups Marketing Customer Experience Financial 112

Beyond Philosophy

JULY 16, 2019

One of the things that we do for clients in our global Customer Experience consultancy is what we call a Customer Mirror , which is where we have your experience as if we were a customer and then give you feedback on it. New York: Penguin Books, 2009. ARE YOU IGNORING A KEY PART OF YOUR DIGITAL EXPERIENCE? Sources: Colignatus, Thomas.

Insurance 126

Insurance Customer Journeys Comparison Consulting 126

Comm100

NOVEMBER 13, 2022

Engagement in these spaces can help to shift public perception, so thanking customers for their feedback and responding to issues is important. Top priorities in active listening are paying attention, providing feedback during the conversation, and showing engagement in what the speaker is saying. Founded: 2009.

Tools 195

Tools Customer Service Tips Omni-Channel 195

Retently

OCTOBER 19, 2018

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. Besides just motivating frontline employees, though, a CCO is also responsible for having a system in place (like eNPS ) to acquire feedback from them regarding how happy they are working at the respective company. CX survey questions.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Seeking trustworthy feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Stella Connect

JANUARY 25, 2018

You must continuously gauge customer sentiment to ensure you’re delivering exactly what customers expect, and you must actively manage front-line performance using that same feedback. Coaching and training must be delivered strategically to drive progress among the greatest number of agents and ensure all agents realize their full potential.

Self Service 40

Self Service Trends Customer Service Contact Center 40

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. More money and time spent training people on the complexity. For example: A single intuitive platform that requires less training time and facilitates productivity. What might that look like?

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Lithium

SEPTEMBER 26, 2019

Sinek went viral in 2009 after he delivered a TED Talk that discussed the relationship between success and understanding the underlying purpose of an organization. As part of onboarding, all Zappos employees are required to get in depth-call center training and spend at least one week working in customer support.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

Sinek went viral in 2009 after he delivered a TED Talk that discussed the relationship between success and understanding the underlying purpose of an organization. As part of onboarding, all Zappos employees are required to get in depth-call center training and spend at least one week working in customer support.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

Sinek went viral in 2009 after he delivered a TED Talk that discussed the relationship between success and understanding the underlying purpose of an organization. As part of onboarding, all Zappos employees are required to get in depth-call center training and spend at least one week working in customer support.

Social Media 40

Social Media Brands Consumers Video 40

Service Untitled

MARCH 31, 2010

Toll collectors need to have customer service training also. Service Untitled The blog about customer service and the customer service experience. Some hideous stories released told of a toll collector not wanting to make change for a $1.75

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

MARCH 15, 2010

In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Service Untitled

OCTOBER 25, 2010

A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009. Watch criticism, review feedback, and pay attention to marketing successes and failures. Social Customer Service – A completely different animal? Networking.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

SEPTEMBER 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Pet Peeves Douglas September 15, 2009 Angry Customers , Customer Service Experience 2 Comments I came across this post recently, which lists some of the more prominent customer service pet peeves submitted by the blog’s readers.

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

OCTOBER 22, 2010

The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. If a product fails, use feedback to improve it. When the negative feedback threatens your brand, give it immediate attention. The widespread criticism brought considerable damage to Toyota’s brand reputation.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Home About Service Untitled Subscribe for Free Consulting Contact Archives Make it easy for everyone.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Service Untitled The blog about customer service and the customer service experience.

Metrics 40

Metrics Exercises CRM Resources 40

CX University

OCTOBER 19, 2017

The liquid within lithium ion batteries is highly flammable, which explains other phone explosions and issues over time , including Nokia issues in 2009 and an iPhone giving someone third-degree burns in 2015. They haven’t developed systems to effectively get feedback from them, involve them in decisions, gauge their reactions, etc.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Service Untitled

MAY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

Exercises 40

Exercises CRM Customer Service Consulting 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Currently working at Qualtrics as a Sr. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Grade.us

JUNE 2, 2020

GatherUp has the standard ORM and CX features — request and respond to reviews, monitor listings, send and receive surveys, manage customer feedback and support, etc. Tags help you organize and identify themes in feedback and can be used with Tag Widget to push select reviews to specific pages of your website. Auto-tagging.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes.

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites. They might take you up on it.)

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

Policies 40

Policies Exercises Travel Customer Service 40

Service Untitled

JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

AUGUST 31, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40