Customer Bliss

DECEMBER 1, 2016

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. Here we are, finally, at the last month of the year. Happy December!

Customer Experience 130

Customer Experience Customers B2B Connections 130

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Metlife had similar findings in its 2011 Annual U.S.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization.

Employee Engagement 133

Employee Engagement Report Engagement Groups 133

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Customer Bliss

NOVEMBER 17, 2016

By this point in business (almost 2017!), I think most companies understand the value of their customer culture. Why does customer culture fail? How do you grow from customer culture? It’s all driven by customer culture. By the end, you’ll have a good idea of where your customer culture stands.

Culture 0

Culture Consulting Customers Metrics 0

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization.

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Experience Matters

MARCH 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].

Employee Engagement 120

Employee Engagement Study Report Engagement 120

BlueOcean

MARCH 20, 2017

Agents who have tenure in our physical environment have been immersed in the brand experience of our clients and understand how our culture drives our service. The virtual classroom of 2017 is a thing of beauty. We’ve found that this cultural immersion in our client’s brand and in Blue Ocean’s values happens best in person.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Amity

DECEMBER 21, 2017

Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. 2017 Rewind: Your Customer Success Playlist. To get the best results for your customer, your company needs to think of Customer Success not as a department, but as a culture.

Customer Success 107

Customer Success Tips Video Measurement 107

BlueOcean

MARCH 7, 2024

We saw there was a true cultural fit. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. “Since the beginning, I knew there was something unique about this company. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

Sales 177

Sales Customer Service Sports Contact Center 177

C Space

MARCH 7, 2019

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. In 2017, he won the MRS Best Agency Award as C Space London’s joint-managing director, along with Felix Koch. Culture is fluid. Because I can never tick it off.

Culture 80

Culture Apparel Retail Advertising 80

SuiteCX

FEBRUARY 7, 2017

This starts at the top of the organization, and will impact your culture. Here is to a growth oriented 2017! Focus on agile development –not a year to get something done but incremental improvement that can be delivered in weeks and days. Conclusion. With hard work and focus you can do this.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

This starts at the top of the organization, and will impact your culture. Here is to a growth oriented 2017! Focus on agile development –not a year to get something done but incremental improvement that can be delivered in weeks and days. Conclusion. With hard work and focus you can do this.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Finally, a Pew research study states, “As of 2017 – the most recent year for which data are available – 56 million Millennials (those ages 21 to 36 in 2017) were working or looking for work.

Culture 56

Culture Strategy Examples Engagement 56

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” So, if there is one thing that will make a difference in your customer service for 2017 (and every year thereafter), it is to get everyone in the organization in alignment with your customer service mantra.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) My Comment: This article is about the importance of a customer-centric culture. It’s inside the company and ingrained in their culture. This is how it’s done! Taking care of the customer is part of everyone’s job.

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

Talkdesk

JULY 11, 2017

Talkdesk is named to the Forbes 2017 Cloud 100 list , the definitive list of the top 100 private cloud companies in the world, published by Forbes in collaboration with Bessemer Venture Partners. The post Talkdesk is Named to Second Annual Forbes 2017 Cloud 100 List appeared first on Talkdesk.

Contact Center 0

Contact Center Leadership Culture Metrics 0

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. Diversity makes good business sense, but it must be paired with an inclusive culture.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 97

Customer Experience Customers Innovation Culture 97

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. SIIA’s 2017 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world.

Customer Success 40

Customer Success Management eBook Innovation 40

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. ” (Thank you, Fonolo!)

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Forrester

MARCH 22, 2017

CX and Digital Marketing professionals need to accelerate the pace of change, so for 2017 we're deep-diving into four key themes: ● The future of digital CX. Creating and nurturing a CX-driven culture. What does it really mean to instill a customer-obsessed culture and what are the hallmarks of a CX-driven organization?

Customer Experience 72

Customer Experience Sports Culture Customer Journeys 72

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

John Paul

OCTOBER 1, 2019

This month we are pleased to introduce Nathalie Flemens, a Senior Talent & Culture Manager in Miami: she gives us insights about what she does every day and what she likes about John Paul! As Senior Talent & Culture Manager, my overall responsibilities support the employees throughout John Paul North America. September 2017.

Culture 40

Culture Management Travel Employee Engagement 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

ReviewTrackers

FEBRUARY 10, 2021

Customers and even investors are looking at your employer brand and making decisions based on your company culture and what employees have to say about you. Remember Uber in 2017? Fortune reported in July 2017 that Uber’s share of the ride-sharing market declined to 75 percent from 90 percent.

Management 123

Management Social Media Culture Advertising 123

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. Most brands have not increased their CX budget from 2016 to 2017. 18% of companies with CX programs still aren’t engaged in any major programs to create a customer-centric culture 5. Because it’s a big deal.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Essentially, it recommends building a service culture based on 5 key principles: 1). That is a big cultural shift for many organizations. But how do you achieve this? Implementation and testing V.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

Self Service 63

Self Service Financial Banking Exercises 63

CSM Magazine

JANUARY 23, 2017

The evolution of these areas has created a springboard effect in the trends for 2017. The first trend that I see shaping the CRM landscape in 2017 is personalisation. Our workforce is continuing to evolve into an incredibly diverse, multi-generational, multi-cultural body. By now, mobility is a given.

CRM 40

CRM Multi-Channel User Experience Chatbots 40

ShepHyken

NOVEMBER 27, 2017

Zappos for Good Bolsters Company Culture and Customer Experience by Jim Tierney. The post 5 Top Customer Service Articles For the Week of November 27, 2017 appeared first on Shep Hyken. My Comment: What I like about this article is that the author took six ideas and turned them into statements you can share with others.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

ShepHyken

MAY 29, 2017

McKinsey & Company interviews Françoise Mercadal-Delasalles, head of corporate resources and innovation at France’s Société Générale about their internal service culture. The post 5 Top Customer Service Articles For the Week of May 29, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service Airlines Chatbots Resources 96

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

ShepHyken

DECEMBER 11, 2017

Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. Shaun Belding) With 2017 drawing to a close, we’ve gone through our notes to find what we felt were the top 10 Wow customer service stories of the year. The post 5 Top Customer Service Articles For the Week of December 11, 2017 appeared first on Shep Hyken.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76