Steve DiGioia

AUGUST 16, 2021

Who cares what your employees say! The opinions of your employees don’t matter. You prove this each day by your actions. They don’t believe in your leadership. I thought you were a leader. Leaders understand the importance of letting their employees “self-manage” (with certain limits, of course).

Policies 245

Policies Leadership Course Management 245

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Strategy 143

Strategy Customer Experience Self Service How To 143

Experience Investigators by 360Connext

DECEMBER 8, 2020

The end of your fiscal year. Any time changes demand you assess and adjust your goals, strategy, and tactics. It’s a worthwhile pursuit to reset those goals that weren’t achieved and feel good about all that was accomplished. I hope they help your organization too. Why or why not? Did we meet it?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

CX Accelerator

NOVEMBER 11, 2022

Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. For this reason, we have included measurement with customer insights. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Don’t just be good.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Steve DiGioia

APRIL 17, 2023

I should stop here because I can keep adding to this list all day… Leaders understand what is happening within their department(s). When plans go awry, I find out why. What is creating the problem that has handcuffed your team? Leaders find out why and then dictate a course of action to overcome these challenges.

Course 147

Course How To Sales Communication 147

Experience Investigators by 360Connext

JUNE 28, 2022

The end of your fiscal year. Any time changes demand you assess and adjust your goals, strategy, and tactics. It’s a worthwhile pursuit to reset those goals that weren’t achieved and feel good about all that was accomplished. I hope they help you and your organization, too. Why or why not?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Beyond Philosophy

MARCH 14, 2024

Today, we will discuss how to avoid this situation in your organization. I also remember sitting in meetings where the boss suggested something that was not a good idea. Other reasons we find ourselves in this situation aren’t about being polite, particularly at work. Get comfortable in your skin. They were too polite.

Leadership 78

Leadership Conference Groups eBook 78

Retently

JUNE 28, 2023

Setting a higher price than your competitors’ is meant to signal that your product is of better quality. While the price of your product undeniably affects customer perception, does it also have an effect on satisfaction? Pricing strategy is one of the most important aspects of a business. In other ways, we aren’t.

Customer Satisfaction 143

Customer Satisfaction Net Promoter Score Fashion B2C 143

BlueOcean

FEBRUARY 14, 2024

As usual, we’re biased, but we can prove why we believe the answer is yes. Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Ill-defined KPIs.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Bill Quiseng

NOVEMBER 1, 2023

And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. Why only three? Why do we have so much difficulty in remembering who is Number Four? If good things come in threes, what does that make Number Four? QUI TAKEAWAY: Customer service is what you do for your customers.

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

Innovative CX

JUNE 11, 2024

Why not follow the engineer’s motto when it comes to serving customers? If your contact center is working at peak efficiency, here’s your chance to take it to the next level. I know it sounds strange but are you sure you’re delivering the kind of experience your customers expect from your organization?

Customer Experience 52

Customer Experience Contact Center Customer Expectations Customers 52

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. Either way, we’d like to thank you all for your support this past year. The 6 Best Ways to Show you Respect your Customers. The article shows you how to connect with your customers and gather their information.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Customer Bliss

MAY 6, 2020

During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! How are you leading your organization?

Hotels 156

Hotels Communication Leadership System 156

BlueOcean

FEBRUARY 14, 2024

As usual, we’re biased, but we can prove why we believe the answer is yes. Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Ill-defined KPIs.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Retently

MARCH 29, 2023

To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Beyond Philosophy

MARCH 28, 2024

It’s understandable why clients want this silver-bullet solution to their experience problems. So, when you find yourself in this position where people want a silver bullet solution for a problem before them, it helps to understand why people want that. The reason you remember it is because it is so rare. If only there were one.

CRM 78

CRM eBook Hotels Exercises 78

Steve DiGioia

MAY 16, 2016

Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Do you even know the birthdays of your employees, or their work anniversary? Brag about your accomplishments. Brag about your accomplishments.

Communication 0

Communication Customer Service Management Customer Experience 0

Experience Investigators by 360Connext

AUGUST 19, 2020

It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. Your outcomes have to relate back to your overall business and leadership goals . I call it a SMIRC goal. What is a SMIRC Goal? Measurable.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Zeisler Consulting

JANUARY 9, 2024

To that end, I often say that these teams have the best insight into what your Customers are experiencing (by way of the contacts they receive from your Customers), which is the first step in addressing your Brand Alignment gaps. After all, each contact with your brand is an opportunity to advance the Brand Promise.

Contact Center 93

Contact Center System Customer Care Brands 93

Experience Investigators by 360Connext

MARCH 28, 2018

Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you. Your employees hate their jobs. Your website or app stinks. They don’t understand why it’s not a priority, because your competitor is delivering on it now!

Feedback 259

Feedback Social Media Communication Policies 259

Zeisler Consulting

APRIL 12, 2023

That’s because good analysts are inquisitive not just about what you want to determine, but why you’re looking for a quantitative answer. But fundamentally there needs to be an idea of what sort of question you’re trying to answer (and why) if the data is going to guide you with regard the actual solution.

Analysis 72

Analysis NPS Survey Interaction 72

SurveySensum

DECEMBER 15, 2023

Understanding why potential leads choose not to convert is essential for addressing the root causes of why customers leave. Challenge 2: The CX-Departmental Divide CX professionals face the uphill task of persuading diverse department leaders to act on customer feedback. And the biggest reason for this?

Survey 52

Survey NPS Feedback Case Study 52

Russel Lolacher

MARCH 13, 2023

A few reasons why he is awesome – he is the academic, keynote speaker and best selling author of “The Burnout Gamble” and his latest book “Leadership, Reinvented”, he’s a two-time TEDx Talker (his 2015 talk is now at 2.1 And here is why he is awesome. I just remember walking out thinking why are there no pyrotechnics here?

Leadership 98

Leadership Government Employee Experience Innovation 98

West Monroe

JUNE 6, 2024

And unlike rolling out a new ERP or performance management system, leaders aren’t going to have to convince their workforce to use GenAI. Experimentation is good, but it’s not enough to build a sustainable AI-enabled organization. Companies have a significant GenAI adoption problem, but it’s not what they think.

How To 40

How To Innovation Government Culture 40

CSM Magazine

NOVEMBER 19, 2020

People often downplay the importance of writing and that’s why some writers are undercharged because someone somewhere thinks it is a combination of words and nothing more. Why is writing important? Your ability to successfully communicate in writing is one quality of a good leader.

Management 139

Management Social Media Communication Report 139

Seaton CX

JANUARY 18, 2023

Because it’s January, and mobsters are more interesting than the annual performance reviews hanging over your head like a cartoon anvil, ready to crush you with 10,000 lbs of monotony. Leo : You do anything to help your friends, and anything to kick your enemies. You do things for a reason. Tom : Wrong, Leo. Tom : Yeah.

Analysis 83

Analysis Sports Hospitality Travel 83

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. It can even be as simple as creating leaderboards to showcase your highest-performing team members. Why Gamification? Yet managers continue to fall short. fall in the “engaged” category. What is Gamification?

Gamification 79

Gamification Contact Center Training Feedback 79

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Many begin to question whether this even a profession they still want to be in. That’s just the simple truth.

Sales 70

Sales Training Financial Travel 70

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Some other readers had good advice.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. Why does this exist? Why does the gap exist?

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Russel Lolacher

JANUARY 30, 2023

And here is why he is awesome. One of the big reasons I’m talking to him today, because I’m a big fan of that book. Russel Lolacher I’m really, really good. So I got to start the question I asked every single one of my guests, which is, what’s your best or worst employee experience?

Culture 105

Culture Leadership Analysis Groups 105

Gainsight

APRIL 7, 2022

If you ask us, logging off Zoom and making face-to-face connections once again is reason enough to buy your ticket right now. Whether you’re a Pulse vet or this is your first one, we promise that this year will be unforgettable! Here are our top ten reasons why you should join us in San Fransisco on August 17-18.

Entertainment 105

Entertainment Conference Innovation Fashion 105

Beyond Philosophy

AUGUST 18, 2022

Cain says people think about leaders and people who change the world as extroverts, and many of them are. Five areas come up in personality research, often referred to as “The Big Five,” which include: Conscientiousness: This area measures your thoughtfulness and how good you are at impulse control and goal-directed behaviors.

Measurement 147

Measurement Training Examples Leadership 147