Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Stella Connect

JANUARY 26, 2022

Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. Because how you share information with investors matters. We cover: How does customer success work with investors?

Metrics 98

Metrics Customer Success Engagement Effort Score 98

BirdEye

FEBRUARY 28, 2023

With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue. This blog post will explore the benefits of hiring a social media professional. Table of contents What is a social media manager?

Social Media 98

Social Media Management Analytics Strategy 98

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. It didn’t matter who had the ring. It just mattered that the mission got fulfilled. The customer is the hero of the story.

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Case in point—How many more articles are necessary to explain NPS?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. They had to adapt, quickly.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Call Experts

NOVEMBER 8, 2019

Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle the projects that matter. . Through the use of AI-powered phone lines, employees can have a better interaction with their HR teams to voice their needs and requests.

Company 45

Company Call Center Customer Journeys Conference 45

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. This intense customer focus has paid off for those who’ve gotten their customer experience just right.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

SurveySparrow

JUNE 29, 2022

Toto: Seth, how should we evaluate employee performance? In this blog, we’ll cover: What is a 360-degree performance review? Why is 360 review the best method of evaluation? Why you should invest in a 360-degree feedback tool? Two to six evaluating customers or clients the employee regularly communicates with.

Feedback 52

Feedback Survey Analysis Interaction 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySparrow

JUNE 7, 2021

We’re getting a strong feeling that you’ll go with option 2, just like most of us would. We’re getting a strong feeling that you’ll go with option 2, just like most of us would. You resonate to have diversity and inclusion at the workplace; we get that. It’s time to start and get you what you’re looking for. If not, why?

Survey 52

Survey Tips Culture Software 52

Help Scout

JULY 18, 2018

What was going on, and how did it feel? What was going on there, and how did that feel? How transparency fosters diversity and inclusion — my story. No matter what your role is, you can affect the kinds of change at your company that inspire people from different backgrounds to apply (and thrive once they’re hired).

Company 40

Company How To Social Media Conference 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

Innovation 40

Innovation Software Technology Tools 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

Innovation 40

Innovation Software Technology Tools 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

Software 40

Software Technology Innovation Tools 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Why did you give that score? blog linkedin twitter Why? "I

System 338

System Effort Score NPS Net Promoter Score 338

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy. Rick Adams.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

DECEMBER 16, 2021

The customer experience (CX) has always been a priority for companies. On a positive note, organizations with a structured Voice of the Customer (VoC) program increased by 36.5% The Voice of the Customer matters. In today’s connected world, there is no denying that the customer is king. Yet, only 26.2%

Technology 11

Technology Apparel Metrics Social Media 11

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. In this podcast, she shares best practices for how brands can adapt their digital CX programs to meet the evolving needs of today's digital-first consumer. How are brands responding to these shifts? Are they ready?

Brands 26

Brands Omni-Channel Healthcare Innovation 26

SmartKarrot

JUNE 8, 2023

And it is also quite common to get overwhelmed looking at the sheer number of tasks that need to be attended to and accomplished each day. Continue reading as the blog discusses the top platforms/ applications available for to-do list management. Enter task management platforms. Intrigued to know more about these platforms?

Management 10

Management Customer Success B2B System 10

Call Experts

JULY 14, 2022

You may be wondering how to grow an HVAC business! And, in this blog, we’ll address some essential tips help you know the HVAC business market and how to grow an HVAC business. . For example, knowing your customers and having a firm grip on your brand is essential. How To Grow an HVAC Business. Know Your Customers.

How To 10

How To Sales Contact Center Brands 10

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

SurveySensum

FEBRUARY 23, 2024

Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated. Let’s scroll down to find out more about pulse survey, and its advantages, and learn about how to create an effective pulse survey for your company to boost your employee experience , along with the right questions to ask.

Employee Engagement 52

Employee Engagement Survey Engagement Feedback 52

ChurnZero

JANUARY 28, 2022

Breaking Adoption Inertia: 5 Tactics to Get Teams to Stick with New Software. Because when we don’t know how to start or where to start, we tend to avoid the task altogether. I’ve had the pleasure of working with some incredible teams during my time in Customer Success. Now, let’s get started. Establish your audience.

Software 98

Software How To Feedback Training 98

Russel Lolacher

OCTOBER 10, 2022

DoingCXRight Website – Contact , Podcast , Blog , Mentorship. What is missing the mark for EX leadership and HR right now. “The workplace – where we work, how we work, when we work. And here is why she is awesome. Let’s call this customer experience Professionals Association. Forbes article.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Totango

SEPTEMBER 1, 2020

In fact, by becoming familiar with the causes of churn and using data to identify its warning signs, it is possible to predict and reduce customer churn. That starts with understanding why it happens. The customer needs to reduce expenses. The customer business model/objectives changed. What Causes Churn?

Net Promoter Score 104

Net Promoter Score How To NPS Effort Score 104

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. B2C companies sell to consumers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

ChurnZero

JANUARY 28, 2022

Because when we don’t know how to start or where to start, we tend to avoid the task altogether. I’ve had the pleasure of working with some incredible teams during my time in Customer Success. I’ve had the pleasure of working with some incredible teams during my time in Customer Success.

Software 52

Software How To Feedback Training 52