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. Company Overview The first pages of your RFP will always be the “get to know you” section.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Comm100

MAY 25, 2022

Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers. In any case, the resulting challenges have made certain that customer service has to adapt and make transformational changes to keep up with how the rest of the world has changed.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

CX Accelerator

NOVEMBER 11, 2022

Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

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. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. Ask how we will and will not grow.

Leadership 288

Leadership Hospitality Customer relationships Company 288

Customer Bliss

AUGUST 30, 2021

As a result of that experience, Nooyi decided that all of the mothers and fathers of her executives reporting to her deserved the same praise. She personally writes letters to the parents of her top 400 executives describing how the values they instilled benefit PepsiCo, saying “Thank you for the gift of your child to our company.”.

Case Study 310

Case Study Hotels Travel Company 310

GetFeedback

AUGUST 14, 2019

So, what’s a company to do to earn an even better CSAT score? To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Back to the question about what a company should do to ensure even better CSAT scores. Design a customer-centric culture.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Lumoa

MAY 5, 2022

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. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

TechSee

AUGUST 14, 2023

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. In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Calabrio

JUNE 29, 2020

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. Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list. It looks different today, but is just as strong as ever. .

e-support 264

e-support Culture Innovation Employee Engagement 264

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Customer Bliss

MARCH 23, 2022

Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work.

Case Study 139

Case Study Culture Study Company 139

Retently

JULY 28, 2023

How do you approach customer happiness in your company? But taking customer experience lightly can be dangerous too. Others are less “optimistic,” saying that companies stand to lose up to $1.6 Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ijgolding

FEBRUARY 5, 2018

I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true. I am absolutely delighted to share my interview with Chris Brown – I hope you enjoy reading it as much as I enjoyed doing it…. I have known Chris for a couple of years now.

Culture 264

Culture Measurement Customer Centricity Hotels 264

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ShepHyken

JUNE 7, 2019

There’s a reason 74% of consumers are very likely to choose another business after having a poor phone experience. A whopping 73% of consumers report satisfaction with their live chat experiences—the highest level of all customer service channels—but just 14% of companies use this technology , and even fewer use it powered by real humans.

Connections 119

Connections Customer Centricity Consumers Culture 119

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 ?

Culture 145

Culture Employee Experience Leadership Customer Experience 145

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences.

Culture 52

Culture B2B Industry Guidelines 52

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Omni-Channel 95

Omni-Channel Feedback Customer Experience Data 95

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

Customer Bliss

NOVEMBER 18, 2020

Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture. By offering innovative customer-driven strategies and tactics, Chip has helped many Fortune 100 companies enhance their bottom lines and marketplace reputation. How do you measure a feeling?

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

Experience Investigators by 360Connext

OCTOBER 20, 2014

We deliver an experience in the beginning based on who we are, not any plan about how we deliver. RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. Employees learn to do what’s always been done, even if it’s only been a few months!

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

SuiteCX

JANUARY 29, 2021

How do you know you are not only excellent, but at the center? Who do you bring in? Who do you leave out? When I landed at Delta Dental of California, CX was still in its infancy at the company. Two employees were ready to report to me on day one: a seasoned program manager and a customer advocate.

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Is It Worth Training Employees If They’re Going To Leave Anyway? I’m sure you’ve heard this all before.

Training 130

Training Resources Course Loyalty 130

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken. Her review represents a positive experience that has since gained national attention.

Customer Service 85

Customer Service Airlines Culture Survey 85

Customer Bliss

JUNE 8, 2020

During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work. How did you manage to achieve getting everybody support? – Jeremy Uteza. – Waleed AlHamdan.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. And I’m quite certain that my experience was not unique. We experience these at the L.L. These companies, and others like them, allow us our dignity as human beings. So how do we do that?

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Experience Investigators by 360Connext

NOVEMBER 5, 2014

It’s funny how everything old becomes new again. But it hasn’t always been seen as something to do while at work. Some companies are forming book clubs and asking nearby college professors to help facilitate them. Some companies are forming book clubs and asking nearby college professors to help facilitate them.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. This quote summarizes why. “A

Culture 103

Culture Company How To Employee Engagement 103

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Companies like Rackspace , however, have learned to highlight when something wonderful happens.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

BirdEye

DECEMBER 8, 2023

It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. However, managing corporate reputation could be tricky for many companies. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence.

Strategy 113

Strategy Management Social Media Brands 113

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Where does the customer get put on your agenda?

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Uniphore

OCTOBER 8, 2021

By Annie Weckesser, CMO + People at Uniphore Company Culture Makes the Difference The business landscape is littered with companies that have a great idea and great products or they have strong funding and a pedigreed leadership team… and yet, they don’t achieve broad success or worse, they fail.

Culture 100

Culture Meeting Examples Customer Centricity 100

Uniphore

DECEMBER 6, 2021

They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences.

Contact Center 130

Contact Center Leadership Training Technology 130

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. It’s interesting how the scores determine the ranking.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142