ECXO

MAY 14, 2024

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. They seek emotional engagement and experiences that resonate on a personal level.

B2C 52

B2C B2B Leadership Culture 52

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Quicken Loans.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Team Support

DECEMBER 20, 2023

Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

Lumoa

MAY 5, 2022

It can open up new opportunities, additional sales and long-term customer relationships. Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. In This Article: What is Customer Experience?

Strategy 277

Strategy Customer Experience How To Analysis 277

Horizon CX

MAY 19, 2023

Resistance to Change: People within an organization, including employees, managers, and leaders, may resist change due to fear of the unknown, loss of control, or the perceived threat to their current roles and responsibilities. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Lumoa

FEBRUARY 16, 2023

Learning what your customers think about your products or services isn’t difficult. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? Ready to dive in?

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Playvox

MARCH 12, 2024

Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center How To Call Center Gamification 78

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations. Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Accessible learning content within any platform helps your potential learners get comfortable, confident, and out into their roles as quickly as possible.

ROI 52

ROI Training How To Course 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CX Accelerator

JANUARY 16, 2020

The Fence A significant portion of your employees are sitting on the fence and need a push. . The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. A customer-centric culture is the “make or break” component of any customer experience initiative.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

The Fence A significant portion of your employees are sitting on the fence and need a push. . The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. A customer-centric culture is the “make or break” component of any customer experience initiative.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Get Employee Engagement Research Insights. Employee Engagement Research Series.

Financial 77

Financial First Call Resolution Customer Experience Employee Engagement 77

West Monroe

APRIL 17, 2024

Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities. Look through the lens of key stages in the employee lifecycle to redefine and help sharpen the focus—particularly for areas that have traditionally not been a priority for manufacturers.

Leadership 59

Leadership Culture Competitive Advantage Study 59

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

JUNE 20, 2023

But, the distinction between the two is fading. It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Where B2C goes, B2B follows. CX is everywhere.

B2B 120

B2B Brands Innovation Government 120

NobelBiz

FEBRUARY 27, 2024

Achieving these goals requires a special balance between the human touch and technological innovation. Agent Screen Capture: Monitoring and improving agent performance is a continuous challenge in call center optimization. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Retently

APRIL 5, 2024

Moreover, the lines between online and physical commerce are blurring. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. It’s an environment where shoppers feel understood and valued at every touchpoint. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. Most contact centers recognize the importance of team leaders. Enabling Team Leader Success COPC Inc.’s

Contact Center 88

Contact Center Engagement Employee Engagement Leadership 88

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Engagement is ever-changing.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Knowledge Base 101

Knowledge Base Chatbots Self Service System 101

Customer Bliss

MARCH 18, 2020

For your employees, this means removing the fear of leaving their home for work. Or the inadvertent caste system that might emerge during this time between people who do or do not have paid vacations, or enough insurance to cover health care. In this time of Coronavirus…let goodness prevail, instead of fear. Show Your Kindness.

Financial 215

Financial Healthcare Policies e-support 215

NobelBiz

NOVEMBER 13, 2023

The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth. 70% of brands see a direct connection between customer service and performance. 70% of brands see a direct connection between customer service and performance.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

ECXO

MARCH 15, 2024

While some companies have mastered the art of delivering exceptional customer service, others may still need a little help finding the perfect balance between what their customers want and what their business needs. The 7 Sins of CX The first, and perhaps the most glaring of these sins, is the failure to listen to your customers.

Customer Experience 95

Customer Experience Net Promoter Score Customer Satisfaction Innovation 95

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience.

B2B 98

B2B Customer Experience Roadmap Culture 98

Integrity Solutions

SEPTEMBER 2, 2022

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. No wonder employee engagement in the U.S. No wonder employee engagement in the U.S.

Management 115

Management Employee Engagement Culture Leadership 115

SurveySparrow

MAY 26, 2023

Enter 360-Degree Feedback, a holistic approach that revolutionizes how we perceive and utilize employee assessments. Enter 360-Degree Feedback, a holistic approach that revolutionizes how we perceive and utilize employee assessments. This system encourages transparency, improves communication, and fosters a learning culture.

Tools 52

Tools Feedback Culture Analytics 52

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. The popularity and adoption of podcasting continues to rise. Many organizations are looking at podcasting to focus on a more niche audience: their employees. Ways to Better Engage Your Employees.

Engagement 122

Engagement Culture Entertainment Communication 122

Thematic

AUGUST 21, 2023

If you're learning about analyzing customer feedback and voice of customer , then it won't be long before you come across the term 'feedback loop' This post breaks down what a feedback loop is, why it's an essential part of customer experience, and how to ensure success when implementing one in your own work.

Feedback 62

Feedback Analysis Customer Satisfaction Customer Retention 62

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Today, employees fervently believe their own values must align with the company.

Financial 52

Financial First Call Resolution Customer Experience Employee Engagement 52

SurveyGizmo

MARCH 15, 2021

For the first part of last year we all tried to adjust as best we could, suddenly being thrust into remote workplaces, non-stop Zoom meetings, managing our kids’ at-home learning while working, keeping our families safe, and trying to keep employees engaged while trying to stay engaged ourselves.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Engagement 90

ShepHyken

JANUARY 30, 2023

Top Takeaways: Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class. Take every opportunity to remove friction.

e-support 62

e-support Healthcare Conference ROI 62

delighted

AUGUST 26, 2022

In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. That’s why investing in employee retention strategies is time well spent. The good news?

Strategy 84

Strategy Net Promoter Score Culture Measurement 84

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Education Services Group

JUNE 15, 2022

I’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. We expect to see more companies investing in their workforce as The Great Resignation continues.

Customer Success 52

Customer Success Connections Fashion Customers 52