ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli.

Customer Service 26

Customer Service Customer Retention Trends Airlines 26

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. What does your company do to encourage employee engagement?

Banking 138

Banking Culture Employee Engagement CEM 138

ClearAction

NOVEMBER 2, 2017

For each of these priorities, “peel the onion” from customer touch-points successively to each ring of the circle described above. This is the most significant use of customer experience research: aligning everyone to customers. 3) Internal Customer Experience Management.

Customer Experience 63

Customer Experience Customer Centricity Employee Engagement Customer Journeys 63

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He educates about the transformative power of customer success to his clients. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

DECEMBER 30, 2017

When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos. Solving customer experience silos is what customer experience management is all about.

Omni-Channel 118

Omni-Channel Customer Experience How To Customer Centricity 118

ShepHyken

APRIL 7, 2017

The support platform reduces the cost of operations and increases employee engagement. Do not ever forget to remember your customers! Swati Kungwani is the content manager for iTouchVision. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Poor Customer Service 111

Poor Customer Service Advertising B2B Policies 111

Beyond Philosophy

NOVEMBER 10, 2014

And to make the cross sell and upsell case more clear, the majority of customers’ buying decisions are tied to how they feel about the experience. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customer Experience Vision Dictates Value.

Customer Experience 69

Customer Experience Net Promoter Score Customer Centricity Culture 69

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. Reveal reality to propel progress in customer experience achievements.

Metrics 67

Metrics Customer Experience Customer Experience Management Return on Investment 67

ClearAction

DECEMBER 31, 2017

It’s cheating yourself and others — most importantly, your customers and investors — of the enduring upside promised by customer experience management. Customer experience strategy is customer-centered business. Corporate strategy and customer experience strategy must be mirror images.

Strategy 79

Strategy Customer Experience Customer Journeys Net Promoter Score 79

Beyond Philosophy

MARCH 10, 2015

So how do you recover from a mistake with your customers? The answer is best summarized in an article I read by Kerry O’Malley, called, “ The Right Way to Admit You Made a Mistake in Business. ” Medscape.com had an excellent article on why some patients don’t sue their doctors, even when they have a good case.

CEM 60

CEM Policies Customer Retention Conference 60

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. The route to customer centricity – start where you are To implement a successful customer experience programme or transformation, start where you are. Let’s continue.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

SurveySparrow

SEPTEMBER 20, 2021

That is what experience management is about. However, capturing and improving experience is almost impossible without tools. That’s why you need experience management software. So in this article, we will give you an overview of the top 10 experience management tools and some of their best features.

Omni-Channel 52

Omni-Channel Software Tools Management 52

ClearAction

DECEMBER 30, 2017

When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos. Solving customer experience silos is what customer experience management is all about.

Omni-Channel 75

Omni-Channel Customer Experience How To Customer Centricity 75

ClearAction

AUGUST 3, 2015

" What's needed for customer experience management is a jack of all trades (in any person or among a cohesive team) in market research, analytics, organizational learning, change management, process improvement, lean/six sigma, team motivation, metrics, internal promotion, and organizational development.

Customer Experience 48

Customer Experience Effort Score Customer Experience Management Sports 48

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. This article is fourth in a 12-part series: Customer-Centered Business — 10 Keys to Organic Growth.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ClearAction

AUGUST 29, 2015

Also, desktop dashboards showing real-time customer survey feedback are commonplace among a variety of managers in most companies, empowering them to follow-up about dissatisfaction and address issues specific to each manager's use case. Related articles: Are You a Customer Experience Action Hero?

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

BirdEye

SEPTEMBER 22, 2022

Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. In this article, we’ll dive into why businesses need team communication software to run efficiently. Here is a list of the top benefits: Improves communication between employees.

Software 98

Software How To Healthcare Video 98

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. What does your company do to encourage employee engagement?

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

ClearAction

DECEMBER 28, 2016

Each one needs to see their role within the context of customer experience excellence. Every employee wants to work for an admired company. Customer experience is a natural motivation with richest meaning for employee engagement. Image purchased under license from Shutterstock.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

ClearAction

APRIL 3, 2015

Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?

Engagement 48

Engagement Customer Experience Employee Engagement Government 48

ClearAction

SEPTEMBER 27, 2018

The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. This article is the capstone of a 12-part series on Customer-Centered Business: 10 Keys to Organic Growth. Growth is the purpose of business and customer experience management.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

ClearAction

JUNE 8, 2015

Related articles: Breaking Down Silos for Customer Experience Management. How Human Resources Can Add Value to Customer Experience Excellence. Shared Vision is Essential for Customer Experience Strategy. Employee Engagement: Living Your Brand Promise.

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

PeopleMetrics

DECEMBER 12, 2019

In other words, a positive employee experience is a boost to any business’ bottom line. As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. Yet most office environments inspire apathy, not excitement.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

BirdEye

JUNE 16, 2023

You can find more brand perception questions in the following sections of the article. Existing customers: Your new and existing customers are the best audience for your brand perception surveys. The post Effective strategies for conducting brand surveys appeared first on Birdeye Customer Experience Management.

Survey 98

Survey Brands Strategy Social Media 98

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Don't create busy-work for employees for the sake of “engaging” them. Customer-Centered Culture: Do This, Not That.

Government 48

Government Customer Experience Customer Journeys ROI 48

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Michel Falcon Experience

JANUARY 16, 2017

I still remember the day in 2007 when I committed to understanding customer experience management and how it grows businesses. I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. While working at 1-800-GOT-JUNK? ,

Hospitality 60

Hospitality Study Airlines Culture 60

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

SEPTEMBER 16, 2016

If your aim is customer experience excellence, it’s imperative to span silos. This is the 1st article in a 12-part series on CustomerThink.com called Spanning Silos for Customer Experience Excellence : 10 Silos Impact Customer Experience. Solving System Silos for Customer Experience Excellence.

Customer Experience 48

Customer Experience Return on Investment Effort Score Policies 48

CloudCherry

DECEMBER 1, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

CloudCherry

OCTOBER 30, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286