Blake Morgan

MAY 17, 2023

And BCG discovered companies with high customer satisfaction scores have generated twice as much shareholder value over the last ten years as their competitors, meaning high revenue and shareholder returns. Clearly, leaders who focus on customers create a competitive advantage. Leaders should be on the ground.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Bruce Temkin. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Bruce Temkin. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. It is not an extra.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Clarabridge. NICE Systems. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Stella Connect

APRIL 17, 2018

In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. Make customer service training an ongoing effort.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40