CX Accelerator

NOVEMBER 7, 2023

You can try calling back and perhaps another office will have a supervisor.” So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Think of digital experience trends being the new maps application in your business. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them. Tune in below!

Trends 529

Trends How To Social Media Survey 529

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. That’s my belief. The EX/CX Connection.

Company 529

Company B2C Employee Experience Culture 529

InMoment XI

NOVEMBER 25, 2021

Who doesn’t want to be able to predict the future for their customers, employees, and business? In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees. Bringing Employee and Customer Churn Prediction to Life.

Case Study 493

Case Study eBook Exercises Customer Retention 493

InMoment XI

JANUARY 18, 2022

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. This is where InMoment’s newest report comes in.

Trends 493

Trends Measurement Customer Experience Entertainment 493

Experience Investigators by 360Connext

DECEMBER 15, 2023

Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities? It’s part of their internal communications and employee engagement rhythm. When was the last time you shared this with your employees?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

InMoment XI

NOVEMBER 8, 2023

By capturing unsolicited feedback, identifying dissatisfaction, and closing the loop with unhappy customers, businesses can fulfill the requirements of an IDR system. ” This deeper understanding allows firms to address underlying issues and communicate solutions back to customers.

Voice of Customer 260

Voice of Customer Financial Customer Centricity Guidelines 260

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. What’s more intriguing is the correlation between CX maturity and business performance.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey. But, leaders, take a deep breath!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

ShepHyken

APRIL 23, 2024

Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. Regardless, it made me think that what looks good on the outside may not be so good on the inside. Unfortunately, there are businesses that fall into the same category as my friend’s automobile.

Customer Experience 90

Customer Experience Customer Service Training Training Advertising 90

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? Creating an exceptional customer experience is essential for businesses.

Culture 82

Culture Company Wireless Customer Satisfaction 82

Lumoa

OCTOBER 24, 2023

Happy customers are satisfied customers who will return to help your business. Happiness-Contributing Experiences: Create and deliver meaningful and life-enriching products and services that make customers and employees feel empowered. Customer Experience (CX) hinges upon customers’ sentiments.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Steve DiGioia

JUNE 22, 2020

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? You must search out an employee for help and when you find one, they’re chewing gum, have poor hygiene, or wear wrinkled clothes.

Guidelines 288

Guidelines Course Management Retail 288

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees. It turns out employees weren’t quitting work altogether.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

BlueOcean

APRIL 20, 2023

I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business. When you start a business, it’s a 24/7 endeavor.

Contact Center 156

Contact Center Culture Course Training 156

Calabrio

JUNE 21, 2021

So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace. The award recognizes the most progressive companies in Minnesota based on employee opinions measuring engagement, organizational health and satisfaction. .

Culture 246

Culture Groups Connections Engagement 246

Experience Investigators by 360Connext

FEBRUARY 1, 2022

I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. Your CEO understands how important customer experience is to the success of your organization. Your CEO wants the organization to succeed.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

BlueOcean

NOVEMBER 13, 2023

And many businesses feel pressure to predict the where, when, and how of their customer interactions. CallMiner presents a straightforward, and deeply insightful, overview of what VoC analytics can look like and how that insight plays a role in your business strategy. Keep your finger on the pulse of the industry.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Experience Investigators by 360Connext

JANUARY 18, 2022

A business discipline. And customer experience management requires a thorough approach to training and education for all employees. Let’s consider how Customer Experience is often introduced at many organizations using an imaginary employee — we’ll call them Pat. Why does Customer Experience Training Matter?

How To 378

How To Customer Journeys Culture Training 378

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. It stormed.

Customer Service Training 145

Customer Service Training Customer Service Training Customer Experience 145

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. For example, by refusing to open their stores on Black Friday, REI’s CEO took a stand to inspire employees and the marketplace by deciding how they would and would not grow.

Leadership 288

Leadership Hospitality Customer relationships Company 288

Customer Bliss

JANUARY 17, 2020

That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life? CX Click To Tweet.

Chief Customer Officer 327

Chief Customer Officer ROI Banking Financial 327

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Know Your Guardrails.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

ShepHyken

SEPTEMBER 26, 2023

And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem. So, be friendly but stern.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

ShepHyken

DECEMBER 26, 2023

Many, if not all, will apply to you and your business. I often joke about a company that took four days to get back to me with an answer. Be more consistent – I’m surprised when employees of the same company have different answers to the same question. Be more convenient – Convenience is about being easy to do business with.

Customer Service 157

Customer Service Tips Guidelines Policies 157

Steve DiGioia

MARCH 9, 2020

Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away. If you leave in the cushion, it’s only a matter of time when your proposed 6-minute order creeps back to 9 minutes.

Policies 310

Policies Competitive Advantage User Experience Comparison 310

Steve DiGioia

APRIL 3, 2023

Coming out of the COVID pandemic, many businesses are still having difficulties hiring enough employees to properly service their customers. But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. Get back to them as quickly as you can.

Sports 162

Sports Course Customer Service Survey 162

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively.

Engagement 246

Engagement Contact Center How To Metrics 246

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Steve DiGioia

APRIL 5, 2021

Demand it in ourselves and of the employees we work with or supervise. And I bet you would do this too if you owned the company and one of your employees chased away a customer because of their uncaring actions. You’d pull the employee aside and correct their actions right away. They’re tired of dealing with years of B.S.

Customer Service 246

Customer Service Customers Meeting Company 246

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. And there’s no going back. Getting the employee experience right is essential to developing and retaining top talent. Educating, engaging and empowering employees. Download Playbook.

Call Center 246

Call Center Self Service Contact Center Case Study 246

ShepHyken

JANUARY 3, 2024

TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. The employee experience (EX) drives a better customer experience (CX). The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like?

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

OCTOBER 3, 2023

Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. He left the store and came back with a rifle. According to an employee, “It wasn’t even a 10-minute wait when he came in with his gun.

Customer Service Training 152

Customer Service Training Training Customers Customer Service 152

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Have we considered current research showing that at-home employees are more satisfied than those required to go into an office?

Call Center 98

Call Center Gamification Contact Center Training 98

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x

Examples 52

Examples Financial Competitive Advantage Resources 52

ShepHyken

DECEMBER 28, 2022

And if you’re not available, go back and read No. And if you’re not available, go back and read No. Treat employees the way you want customers to be treated. How employees are treated will be felt on the outside by customers. . Give back to your community or contribute to a cause. Manage the first impression.

Fashion 131

Fashion Guidelines Policies Customer Service Training 131