Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. If leadership treats employees as they would their customers, it sets the tone for the entire business.

Culture 52

Culture Training Customer Satisfaction Software 52

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. People and culture. Member and customer experience.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Improving Customers’ Lives is Meaningful. Get a Real-Time View of Customer Chats and E-mails. Why is it important?

B2B 107

B2B Industry Leadership Conference 107

Forrester

OCTOBER 1, 2014

In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. They desperately wished that executives would see the value of measuring and managing CX at an enterprise level but admitted their leadership just wasn''t thinking that way yet. Read more Categories: customer experience benchmarking.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Strativity

JANUARY 15, 2015

empowers customer-facing managers in all industries with immediately actionable tools, templates and strategies. a web-based, on-demand leadership training and action tool created exclusively for customer-facing managers and employees who need practical leadership guidance at critical, decision-making moments.

Leadership 52

Leadership Tools Management Culture 52

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. I am proud to say that I have a Certificate in Customer Experience from the W.P.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? I think the customer experience plays a huge role. I don''t think there''s a big event within the organization itself that signals you''ve reached the customer experience inflection point. Leadership : It starts at the top.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

PeopleMetrics

JANUARY 23, 2015

Culture is the new black. Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture. The customer experience (CX) space has experienced a similar trend. customer feedback leads to internal improvements).

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. But it’s critical.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. brand customer experience loyalty marketing' This year, Robert again put together his proposed trends for the upcoming year.

Trends 171

Trends Brands Retail Leadership 171

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. Strong leadership : I think this is my favorite. You can''t be a Best Employer if you don''t have strong leadership that gets it.

Company 80

Company Employee Engagement Leadership Employee Experience 80

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. In particular, making sure that customer context and intent follow wherever the conversation goes. AI & Contact Centres.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Bob Hayes

MARCH 8, 2021

In 2014, Gallup found that more gender diverse business units outperform their less gender diverse counterparts with respect to revenue and net profits. More simply put, if an organization’s leadership and workforce do not reflect the diverse range of customers it serves, its outputs will eventually be found to be substandard.

Data 145

Data Analytics Analysis Survey 145

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Customer Guru

APRIL 5, 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.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Natalie Petouhof

MARCH 6, 2017

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40

Culture Company Competitive Advantage Conference 40

SuiteCX

FEBRUARY 15, 2016

Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. Thought Leadership “Leaders with above average employee engagement maturity…deliver better customer experience and also have better financial results than their counterparts.” suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Under Karen’s leadership, the CCO organization defines and develops Dell’s customer experience strategy and programs to maximize customer satisfaction, acquisition, retention and profitability.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. People do what works for them.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. it deserves.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ijgolding

DECEMBER 1, 2017

I am guessing that it is your time with Homeserve that inspired your love for the world of Customer Experience? I published my first book – Foundations for Customer Centricity – in 2014. I have learned over the years that many companies say they want to ‘put the employee first’ – not the customer. Absolutely.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room. Episode Overview. The overall U.S.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. The customer's needs and perspectives do not play a part in this type of thinking.

Company 80

Company Culture Employee Experience Leadership 80

PeopleMetrics

JANUARY 30, 2015

At Some Point, It’s Cultural. In her speech from Co-Op’s Think 2014 conference , my colleague Kate related a quote from Forrester that goes something like this: To say that customer experience is the same thing as customer service is like saying the safety net is the trapeze act. How customer-centric is your culture?

Customer Experience 48

Customer Experience Customer Centricity Culture Conference 48

Magellan Solutions

JULY 5, 2021

In the 2014 list of Tholon’s Top 100 Outsourcing Destinations , India and the Philippines ranked first and second place respectively. India strives to maintain leadership amidst the aggressive strategies of the Philippines’ continuously growing tech support services outsourcing. The nation has a strong cultural affinity to the West.

Call Center 52

Call Center Comparison Software Culture 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Michel Falcon Experience

MARCH 10, 2019

I’ve come a long way in my leadership ability to manage a team. I now define my leadership style as being a benevolent and servant leader to the 150 employees we have today at my businesses in Toronto. My book is titled, People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People. Simple, right?

Tips 112

Tips Management Culture Meeting 112

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through the Business Readiness Board. “In

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 154

Leadership CEM Sports Hotels 154

Customer Bliss

JUNE 6, 2017

He initially joined as Director of Brand Strategy (a typical landing place for consultants), then became Director of Customer Experience in 2014 (predominantly running high member work, i.e. 100 nights+ in Starwood hotels in a given year), then took on Global Strategy and Operations for Starwood preferred guests in 2015.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

CX Journey

MARCH 8, 2016

While a "great place to work" might be in the eye of the beholder, I have my thoughts on what drives a great employee experience and what comprises an employee-centric culture. It also impacts the customer experience. Employee experience on its own is an important area on which every company should focus.

Employee Experience 80

Employee Experience ROI Study Consulting 80