Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. I would say timing, leadership and competitive pressures really have opened the door for us,” says Amanda. Implementing CX Beyond the Local Level .

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

ijgolding

FEBRUARY 5, 2018

However, towards the end of the 90’s, HPs leadership changed. Although it was effective to a degree, Linden’s experiences proved to be the genesis of an idea to create a way of actually measuring customer culture. Is it really possible to measure customer culture? We spent a long time developing the measurement tool.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Experience Investigators by 360Connext

AUGUST 19, 2020

A classic methodology to combat this in business and life has been SMART goals — an acronym for s pecific, measurable, achievable, relevant, and timebound. Measurable. Your outcomes have to relate back to your overall business and leadership goals . Measurable. But what does Measurable really mean?

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? Beyond Nice," , which you can find in Conscious Company Magazine's Spring 2018 issue - or just click the article name to download the PDF. And, clearly, I believe he's on to something: we have a crisis in leadership.

Leadership 169

Leadership Culture Hospitality Measurement 169

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. And yet, whilst many organizations measure their CX in some form or another, the majority still have no idea about the actual value their CX initiatives bring.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 432

Metrics Net Promoter Score Effort Score Customer Experience 432

Second to None

FEBRUARY 14, 2018

Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing.

Trends 63

Trends Social Media e-support Chatbots 63

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

Trends 74

Trends Customer Success Effort Score ROI 74

CX University

SEPTEMBER 11, 2018

Ask employees why they join and why they stay,” says Chief Administrative Officer Fred Steckler (DNA of Engagement, 2018). Town hall meetings are held on an organizational level and at a functional level, giving leadership a bird’s-eye view of engagement and morale. Accessed on July 19, 2018. Accessed on July 19, 2018.

Management 209

Management Employee Engagement Government Engagement 209

CloudCherry

SEPTEMBER 18, 2018

When: Wednesday, September 25th, 2018, 9 am PST . She leads Forrester’s research on CX measurement programs. In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.

Financial 150

Financial Measurement Leadership Resources 150

Second to None

FEBRUARY 15, 2018

As a result, it is extremely important for brand leadership to implement compliance audit programs that consistently measure whether or not individual locations are following the rules. The post Alcohol and Tobacco Compliance for C-Store Brands in 2018 appeared first on Second To None.

Brands 69

Brands Leadership Customer Centricity Voice of Customer 69

CX Journey

JANUARY 23, 2019

It appeared on their blog on May 8, 2018. Company Leadership Plays a Critical Role But there’s one more critical component to this culture: company leadership. There are three aspects with regards to leadership that I believe are important to a people-first culture. This is servant leadership.

Culture 94

Culture Leadership Customer Centricity Airlines 94

Second to None

JUNE 5, 2018

This can be done successfully by using CX tools, like journey mapping, which can be applied on a day-to-day basis for solving the obvious business challenges posed by the B2B CX strategy in 2018. The post Four Reasons Why Your B2B CX Strategy for 2018 Needs More Attention appeared first on Second To None.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

West Monroe

MARCH 7, 2024

These attacks, along with a 50% increase in ransomware attacks in the industrial sector in 2023, stress the need for strong cybersecurity measures. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. The NIST 2.0 Enhanced focus on supply chain risk management: The CSF 2.0

Industry 40

Industry Government Leadership Healthcare 40

Customer Bliss

SEPTEMBER 19, 2019

Additionally, Lisa looked at data, talked to a lot of people, met with leadership, frontline staff, and patients and families, to understand their point of view. CX #leadership #healthcare Click To Tweet. She has over 30 years of experience in leadership in a wide range of healthcare settings. Connect, Partner, and Reflect.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

CX Accelerator

APRIL 11, 2018

Above all else, don't let your managers "game the score" That is, don't let them waste time trying to artificially adjust measurements that aren't meaningful for your customers. Nate went through this with his support leadership team and it was a game-changer for us. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Bill Quiseng. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JANUARY 25, 2019

Be certain your office has established measures to be taken if the caller is threatening. Most often, it will be the caller experiencing some measure of fear—usually fear that he will not have concerns addressed. If this training has not yet occurred, you can take a leadership role by having informal training sessions.

Customer Satisfaction 117

Customer Satisfaction Leadership Customer Service Representative Training 117

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Bill Quiseng. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClientSuccess

MARCH 20, 2018

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. 2018 Top Customer Success Strategist Quotes. Jennifer Dearman.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

Customer Bliss

MAY 1, 2018

And it takes leadership and commitment and unity to challenge the status quo and rebuild from the outside in. And success can be measured not only in business results, but customer sentiment and storytelling about how the company helped to achieve their goals. Copyright © Jeanne Bliss, 2018. And even improve their lives.

Innovation 160

Innovation Leadership Customers Travel 160

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. During the interview, we discuss several questions including: IS MEASURING NPS WORTH DOING? On today’s episode, we are going to discuss whether or not Net Promoter Score as a measurement of success is overrated.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

CX Accelerator

APRIL 11, 2018

Above all else, don't let your managers "game the score" That is, don't let them waste time trying to artificially adjust measurements that aren't meaningful for your customers. " Nate went through this with his support leadership team and it was a game-changer for us. Karin was named on Inc.'s

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Distrust of leadership.

Communication 82

Communication Leadership Airlines Social Media 82

Lumoa

OCTOBER 31, 2018

In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. Honesty and transparency – the brands that continue to do what is right for their customer, when things go right and wrong, are the brands that will continue to flourish in 2018 and beyond.”

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. Measuring (and limiting) the length of time an agent spends on each call is seen as an important KPI to ensure efficient and agile call center operations. While the length of a phone call is relatively straightforward to measure, other channels are more complex. Customer: Hi, I am having a problem….

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Clarivate

MARCH 30, 2023

Importantly, she implemented a departmental leadership path so team members could see a future for themselves. Finally, measure the results of communication efforts and share successes with university leaders: Use Google Analytics or social media platform analytics to measure impact. Ask for feedback. Continue moving forward.

Connections 52

Connections Social Media Case Study Communication 52

Experience Investigators by 360Connext

NOVEMBER 16, 2018

CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective.

Customer Journeys 236

Customer Journeys Wait Times Contact Center Trends 236

BirdEye

OCTOBER 6, 2023

We will break down how to measure reputation risk, strategies for identifying vulnerabilities, and what you can do to protect your reputation in this blog. How to measure reputational risk? Let’s explore how to measure reputational risk in different sectors. Table of contents What is reputational risk?

Strategy 57

Strategy Social Media Airlines Software 57

SurveySensum

JULY 14, 2020

Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Oracle

NOVEMBER 25, 2019

McKinsey’s 2018 Delivering Through Diversity report found that corporations that embrace gender diversity on their executive teams were 21% more likely to experience above-average profitability. . Create forums for employees to express ideas freely and fully—take careful measures to prevent retaliation. ” A solution?

Measurement 78

Measurement Analysis Insurance Consulting 78

Magellan Solutions

MARCH 13, 2024

Then, in 2018, they expanded to the Philippines, setting up an additional outsourced customer service base in Cebu to further strengthen their global support capabilities. It is vital for measuring success and driving continuous improvement. However, Amazon’s use of offshoring goes beyond just customer service. .”

Tips 105

Tips Culture e-support Communication 105

Connective DX

JANUARY 31, 2020

Madhu has served as a Senior Software Engineer at Connective DX since 2018. Community engagement is measured on the volume and quality of content shared with customers and developers through thought leadership, chat groups, and user forums. It is categorized into four areas: Technology, Strategy, Commerce, and Ambassador.

Connections 80

Connections Conference Healthcare Groups 80

Experience Investigators by 360Connext

OCTOBER 9, 2019

Three common details C-Suite leaders overlook when discussing Customer Experience: #1: Using “Customer Experience” interchangeably with the metric used to measure it. CX measurement is not customer experience. Of course, it’s not just the business leadership that gets this language wrong. Time to take action.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? And how will you measure success on the changes you make? .” I ask you to greet these well-meaning mantras with appropriate suspicion. What will be done to act on that feedback?

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. Why should you commit to overcoming these challenges in 2018? Ultimately, what gets measured gets improved!

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119