CX University

JULY 31, 2018

Increasing employee satisfaction leads to happier customers, and creating happier customers increases job satisfaction in customer-facing employees (Zablah, Carlson, Donavan, Maxham, and Brown, 2016). JD Power award for customer satisfaction for primary mortgage origination for the last seven consecutive years.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Aimee Lucas. Bob Thompson. Bruce Temkin. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Alida

JANUARY 18, 2017

In a typical household, it’s usually the second biggest expense after housing, with the total cost of ownership for a new 2016-17 model averaging over $10,000 per year, according to Vincentric. Looking at transactional data helps, but qualitative feedback is also needed to identify the drivers behind consumer behavior.

Company 100

Company Automotive Retail Competitive Advantage 100

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Aimee Lucas. Bob Thompson. Bruce Temkin. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

C Space

NOVEMBER 21, 2019

And one that’s indicative of a huge shift: the customer has become a C-suite-level conversation. A 2016 PwC survey of global CEOs revealed something fascinating. 71% of CEOs now see customers as the most powerful disruptive force facing business. They organised themselves around their own needs, not those of their customers.

Net Promoter Score 66

Net Promoter Score Strategy Culture Retail 66

Stella Connect

JANUARY 4, 2022

Rather, keeping a pulse on how your agent is performing (which can inform how they’re likely going to respond to your feedback), and how they’re going to create actionable change in their behavior as a result, is another critical part of coaching. then customer service training is not optional. Adam Toporek , Customers That Stick. .

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

SurveySensum

JULY 14, 2020

Mila Widyani – Head of Customer Experience at CIMB Niaga. A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

APRIL 17, 2018

Base the session on a call you listened to, customer feedback, or other performance data tied to a specific interaction. Feedback should be clear and succinct so it’s easy to digest. then customer service training is not optional. Adam Toporek , Customers That Stick. Be ready to answer any anticipated questions.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. This year’s crop of candidates was quite competitive. The result: happy, loyal customers.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

OCTOBER 25, 2019

This is why every project or product at Amazon starts with a press release where they feature customer’s quotes. “Obsessing over customer experience is the only long-term defensible competitive advantage,” Bezos has said. It is an important step towards becoming truly customer-centric.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Stella Connect

APRIL 17, 2018

Base the session on a call you listened to, customer feedback, or other performance data tied to a specific interaction. Have a specific purpose for each customer service coaching session. Feedback should be clear and succinct so it’s easy to digest. then customer service training is not optional. Keep it simple.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40