CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. Step #1: Gather Your Team & Select a Topic. Step #2: Give Your Team Permission to Assume. Let’s get started!

Customer Experience 529

Customer Experience Exercises Customers Tips 529

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content.

Banking 178

Banking Advertising ROI B2B 178

InMoment XI

APRIL 19, 2022

And looking at the world around us, there are many elements that could lead to immense feelings of stress. . Rather than rattling off a list of possible stressors, we want to talk about how you and your employees can manage these feelings year round with practical, accessible tools and coping strategies. What is employee commitment?

Resources 493

Resources Exercises Tools Culture 493

Experience Investigators by 360Connext

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. And I’d bet your team is, too!)

Feedback 270

Feedback How To Social Media Analysis 270

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

CX Accelerator

JANUARY 14, 2024

These incredible folks have been investing in CX professionals for many years and are the perfect team to guide us into the future. Learn more about our board and join using the link below. link] We strongly believe that there is something special about Customer Experience work and the people who do it.

Customer Experience 182

Customer Experience Company Customers 182

Experience Investigators by 360Connext

OCTOBER 31, 2023

Learn from Jeannie as she guides us through the labyrinthine process of defining excellent customer experience, creating an effective customer journey map, and much more. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Let’s talk!

Customer Journeys 264

Customer Journeys Resources Customer Experience Customers 264

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

BlueOcean

APRIL 16, 2024

Blue Ocean’s winning entry highlighted the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. Blue Ocean thanks the Stevie organization for this honor and for recognizing the mission-critical work of our team. “We

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

There are several common mistakes that I see CX teams make. CX Mistake #1: Forgetting About Your CX Mission Statement Without a guiding statement that explains what the customer experience should be, your efforts will likely be inconsistent or fail to help you achieve meaningful progress. We all have to start somewhere!

How To 248

How To Net Promoter Score Course Customer Journeys 248

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Join us for a conversation that promises to empower your organization with AI while keeping the customer relationship at the core. Resources Mentioned: Experience Investigators Learning Center Learn more about CXI Flight School Want to ask a question about this episode – or another CX issue? Let’s talk!

Chatbots 143

Chatbots Innovation Customer relationships Resources 143

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

Beyond Philosophy

JANUARY 19, 2024

It’s called None of Us Are As Clever As All Of Us. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience. Similarly, in many organizations, sales teams often occupy the flashiest roles. To learn more, click here.

Sports 88

Sports Customer Experience How To Customer Centricity 88

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Learn more about how to set up your Mission, Strategic Vision, and Team Charter here.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Hear how to integrate your customer experience standards into your hiring, onboarding, coaching, and performance reviews, ensuring that your team knows exactly what is expected of them. Trust us, you don’t want to miss this one! Resources Mentioned: What’s a Service Code and How Do We Use It? Let’s talk!

Culture 143

Culture Resources Feedback Customer Experience 143

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Opportunities: Increased Efficiency and Accuracy: AI’s ability to process large volumes of data rapidly and in multiple languages helps us reduce human error and bias, ensuring a consistent analysis approach. Smarter platforms learn not just about topics but also about better routing to high-quality customer service agents.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

Totango

APRIL 9, 2024

This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. Here’s a snapshot of their other “hot takes” from their discussion and some key takeaways.

Sales 106

Sales Customer Success Strategy Industry 106

Experience Investigators by 360Connext

AUGUST 17, 2021

This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar. How Will This Team Work Together? Invite your team. Who Needs to Approve?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Steve DiGioia

MARCH 20, 2023

Read 3 Reasons Why Successful Teams Earn Your Trust. Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years. My team knows that. I had a great team and was sure we’d do a fine job. Was I wrong?

Groups 182

Groups Hotels Course Meeting 182

Calabrio

JUNE 21, 2021

If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. Indeed, the pandemic posed innumerable challenges to the world at large, yet Calabrio’s software and business model had us positioned to support the new world of work for our customers.

Culture 246

Culture Groups Connections Engagement 246

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Narratives draw us in and interest us in what happens next. However, another reason we like stories is it helps us remember things. A brand that uses this tactic is Ikea.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. We get about 60 calls a day, on average these take about 7.5

Technology 207

Technology Video Connections Interaction 207

Calabrio

JUNE 29, 2020

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.

e-support 264

e-support Culture Innovation Employee Engagement 264

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. For instance, he once had to convince the product development team to prioritize a bug fix that was causing a lot of distress for the customers.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. However, Professor Melumad says that this problem exists regardless of the device used.

Study 348

Study Transportation Survey Technology 348

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. Learn more about specific partnerships and integrations in our recent announcement. We use Totango as a customer success solution to keep track of our customer’s journey from sign-up to advocacy.

Customer Success 112

Customer Success Software Customer Satisfaction Feedback 112

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. Plenty! In any team sport, the goal is to win. It just works.”

Customer Service 136

Customer Service Effort Score Sports Conference 136

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. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep. The best managers are passionate about what they do.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

TechSee

MARCH 7, 2023

Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. Luana Matchett, Product Owner, Vodafone – A 20-year veteran of Vodafone, Luana is the Manager of the Knowledge management team at Vodafone UK.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. Here’s what he has to say: First, I am grateful that Justin took the time to share this with us. The same is true of many organizations.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. In this episode, we discuss Medelyan’s video and how the AI winds are steering us into uncharted waters, with the market research ship set for a profound voyage.

Innovation 78

Innovation Video Consulting Customer Insights 78

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. Totango also saves the PowerFly team a significant amount of time.

Customer Journeys 105

Customer Journeys NPS System Customer Success 105

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Tell us about it here. Thanks very much. How can we help?

Consulting 157

Consulting Survey Voice of Customer Financial 157

BirdEye

DECEMBER 8, 2023

Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. I haven't heard back from you or your team. Name], I enjoyed our conversation yesterday and loved learning about [topic discussed]. Please pass along my appreciation to your Team.

Examples 110

Examples Communication Feedback Meeting 110

Zeisler Consulting

FEBRUARY 20, 2024

“Your feedback is important to us.” He was trying mightily and even seemed a bit apologetic about how he’d prefer to do this or that for me, would like to help me out with this or the other, but simply wasn’t able to. Sometimes those are just words. And some Customers are suckers and will fall for it.

Feedback 93

Feedback Survey Customers Culture 93

ECXO

MARCH 10, 2024

Like a river that flows continuously, life brings along varied experiences that sculpt us into the individuals we become. In this journey, the concept of winning is celebrated and encouraged, but what about losing and making mistakes? They may lack empathy and the ability to support their team during challenging times.

Leadership 52

Leadership Innovation Culture Strategy 52