BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition. For remote training?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). Is it really possible to measure customer culture? Tell me a little about your background?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Value for Money – we live in a world where disposable incomes continue to be challenged on an annual basis.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? To add a little more detail to that, culture = values + behavior.

Culture 145

Culture Employee Experience Leadership Customer Experience 145

Daniel Group

DECEMBER 21, 2023

Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX Customer Experience doesn’t belong to a single department. My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX): B2B Industry Culture: What Should You Do for Business Success? CX and EX go together.

Culture 52

Culture B2B Industry Competitive Advantage 52

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Optimove

DECEMBER 14, 2023

What it means for marketers: Aligning with these values isn’t just a choice; it’s a strategic imperative, offering brands a competitive edge.  What it means for marketers: Aligning with these values isn’t just a choice; it’s a strategic imperative, offering brands a competitive edge. 

Trends 119

Trends Marketing Video Consumers 119

ShepHyken

FEBRUARY 1, 2019

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it.

Customer Centricity 88

Customer Centricity CRM Software Culture 88

Call Experts

OCTOBER 5, 2023

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Well-trained agents can identify opportunities to add value to each customer interaction. Why are Call Centers Important? Scalability As your business grows, your answering service needs may change.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

SurveySensum

JANUARY 30, 2024

It’s not just about skills; it’s understanding the company and sharing its values. This blog will not only provide CX interview questions that delve into the candidate’s understanding of CX but also help you select the ideal candidate for your company. Let’s get started!

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Feedback 52

NICE inContact

MAY 17, 2019

In part 1 of the blog we looked at the economic value of CX and how contact centers can play a pivotal role in the transformation journey. In part 2 of the blog, we looked at some of the basics when it comes driving organization-wide CX transformation. Customer Experience (CX) is the new mantra for growing topline.

Contact Center 136

Contact Center Metrics Measurement Culture 136

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

TechSee

JUNE 16, 2022

You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

APRIL 12, 2019

Look for people with positive, goal-centric attitudes whose values align with the organization and make it clear that the customer’s needs come first. The post Guest Blog: How to Get the Most from Seasonal Customer Service Employees appeared first on Shep Hyken. Every industry has different FAQs.

Customer Service 107

Customer Service Tourism How To Retail 107

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. Have you defined your core values? Companies have to put employees first.

Strategy 0

Strategy Culture Employee Experience Leadership 0

ECXO

MAY 16, 2024

Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences. This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization.

Customer Centricity 69

Customer Centricity Leadership Customer Journeys Touchpoint 69

Call Experts

APRIL 8, 2024

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Well-trained agents can identify opportunities to add value to each customer interaction. Why are Call Centers Important? Scalability As your business grows, your answering service needs may change.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? To add a little more detail to that, culture = values + behavior.

Culture 80

Culture Employee Experience Leadership Customer Experience 80

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. Your team members are buzzing with energy, and you feel a surge of creativity and motivation.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Michel Falcon Experience

SEPTEMBER 3, 2019

We hired someone who spoils our company culture. They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. I’ll be sharing these lessons with you in this blog post and you’ll learn: How to create better job descriptions to repel these people from even applying to your company.

Company 131

Company How To Culture Hospitality 131

CX Journey

JANUARY 23, 2019

It appeared on their blog on May 8, 2018. Changing Culture, Mindsets, and Behavior How do you design a people-centric culture? It’s definitely a culture shift, a mindset shift, and a behavior shift for most companies! Let’s start with a definition of culture. That’s it: core values and behaviors. What is it?

Culture 94

Culture Leadership Customer Centricity Airlines 94

Experience Matters

OCTOBER 5, 2015

Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” Culture can make or break the success of a company, which can be a scary phenomenon for executives. 1) What Exactly is Organizational Culture? Employees adjust their behaviors to align with what is important to the company.

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do. Culture isn’t just about one function or department or role.

Customer Centricity 127

Customer Centricity Strategy Culture Customers 127

CX Journey

DECEMBER 11, 2018

This book is also written as an engaging fable that leaves you not wanting to put the book down until you understand the difference between Business Values and People Values, learn what a Heroic Environment is, read about the four corporate personality traits, and more. Each individual on the executive team must choose to be aligned.

Leadership 151

Leadership Guidelines Travel Culture 151

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. By reading between the lines, the shape of your company’s internal culture can emerge. WHY IS INTERNAL CULTURE RELEVANT?

Culture 48

Culture Analytics Effort Score Employee Engagement 48

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

MAY 4, 2018

The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience. Advertising and marketing need to create delightful and relevant customer experiences by aligning the brand’s goals with what its ideal customers seek.

Customer Experience 79

Customer Experience Advertising Sales System 79

One Millimeter Mindset

JANUARY 28, 2021

These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. You just might find yourself quoted in my next blog post! Why Project or Business Cases Undersell A Team’s Value. And even more to accomplish together.

Innovation 121

Innovation Leadership Consulting Tips 121

Pink Guava

MARCH 23, 2021

Putting the customer in a commanding position or at a high pedestal can never build the much-needed value addition from organizations to engage and serve. Customers need to be treated as humans and understood well enough to model their needs and expectations and align them with business outcomes.

Net Promoter Score 98

Net Promoter Score Customer Journeys Government Customer Centricity 98

BirdEye

JANUARY 17, 2024

In this blog, you’ll learn what social media approvals are, why having the proper social media post approval process in place is critical, and how to set yourself up for success while managing social profiles for multiple locations. ” That’s why having a structured social media approval process is so critical.

Social Media 107

Social Media Multi-Channel Software Feedback 107

Russel Lolacher

JUNE 15, 2021

Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CX Journey

APRIL 11, 2018

I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients. The article? Sooner rather than later. Choose to care.

Leadership 169

Leadership Culture Hospitality Measurement 169

Beyond Philosophy

JUNE 13, 2019

Employees need a commitment to the value proposition, the organization itself, to fellow employees, and, perhaps most importantly, to the customers. At British Telecom back in the day, we had six values, and the first was to put the customer first in everything we do. This answer is good because all those emotions drive value for you.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Gainsight

DECEMBER 18, 2019

and have even resorted to eating office mints for the nutritional value. When you sit in a company’s entrance, you get exposed to the business’ culture. You get to see the face they show to world, and more explicitly, you often see the values of the company. I’ve seen values on plaques.

Culture 64

Culture Industry Customer Success Customer Centricity 64

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . Read his blog and follow Alan on Twitter. . by Will Milano. Joanne Black . Follow Tiffany on Twitter. .

Sales 124

Sales Leadership Contact Center Course 124

BirdEye

MARCH 4, 2024

In this blog, we’ll provide an in-depth look at everything you need to know to plan and execute effective drip marketing campaigns. They map out a series of emails or texts to align with the customer journey. The goal is to nurture relationships by providing value. Table of contents What is a drip campaign? Drive more revenue.

Marketing 109

Marketing How To Multi-Channel Tips 109