Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 55

Customer Focused Culture Customers Contact Center 55

Brad Cleveland Blog

JULY 27, 2023

The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland. Many employees face coaching with nervousness and sometimes even dread.

Customer Focused 49

Customer Focused Customers Customer Service Contact Center 49

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. million people in the state.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

Experience Investigators by 360Connext

DECEMBER 17, 2019

2: 5 Ways to Instill Customer Focused Values Throughout your Organization. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

CX Accelerator

JULY 1, 2020

One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Brad Cleveland Blog

JULY 27, 2023

The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland. Many employees face coaching with nervousness and sometimes even dread.

Customer Focused 26

Customer Focused Customers Customer Service Contact Center 26

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 26

Customer Focused Culture Customers Contact Center 26

CX Accelerator

JULY 1, 2020

One company asked their customer service employees to connect to VPN and haul their desktop computers home with them. Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ShepHyken

JUNE 17, 2019

My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through. It also takes a CX-focused culture. Here are three ideas for leadership to consider when working on building and maintaining their CX goals. And, that’s done through customer experience.

Customer Service 110

Customer Service Call Center Feedback Culture 110

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.

Customer Focused 20

Customer Focused Culture Leadership Video 20

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.

Customer Focused 20

Customer Focused Culture Leadership Video 20

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here … Continue reading → The post Cultivating a Customer-Focused Culture appeared first on Brad Cleveland.

Customer Focused 26

Customer Focused Culture Customers Engagement 26

ShepHyken

JULY 31, 2018

However, by doing your best to take care of them, and giving them the opportunity to do what they love to do, they will do what it takes to engage with the customer on a higher level. Quotes: “You can easily tell whether or not a company’s leadership cares. How can you increase customer satisfaction by making data-driven decisions?

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

However, by doing your best to take care of them, and giving them the opportunity to do what they love to do, they will do what it takes to engage with the customer on a higher level. Quotes: “You can easily tell whether or not a company’s leadership cares. How can you increase customer satisfaction by making data-driven decisions?

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

VDS

MAY 7, 2020

It’s a way of thinking that informs all facets of your call center. Consider what risks leadership is willing to take before, during, and after executing the plan. Honestly evaluate current customer experiences and how digitally transforming your contact center will improve that experience.

Contact Center 52

Contact Center Abandon Rate Leadership Call Center 52

ShepHyken

JANUARY 7, 2019

(Forbes) It is no small wonder that other companies find themselves chasing the same goal, knowing that while they won’t be an Amazon, they might achieve and do the right thing and truly deliver for their customers, and as a result advance leadership in their industry. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service Contact Center Tips Chatbots 101

ShepHyken

MARCH 27, 2017

Sure, things have changed, but the fundamentals can still be found in many of the “new ways” we approach creating customer loyalty. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused. My Comment: This is a HUGE list of 100 tips.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Win the Customer

DECEMBER 29, 2015

Metro Bank’s customer experience speaks for itself. Its call center is always open and is staffed 24/7/365. Call them on Christmas, Thanksgiving, or Easter and you’ll speak to a live human being ready to help with anything a customer needs. Coin Counting Machines to Make Things Simple for Customers.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

VDS

JULY 20, 2020

One company asked their customer service employees to connect to the VPN and haul their desktop computers home with them. Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick.

Contact Center 52

Contact Center Call Center Call Center Solutions Roadmap 52

Horizon CX

MARCH 19, 2022

Where and how can a customer provide feedback to Dell Technologies, you may ask? By calling their Customer Careline. Oh no, I thought—not another round of call-center madness or chatbot mania—I need another channel—enter social media. I tried that to no avail. December 2021.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

ShepHyken

MARCH 31, 2023

You’ll also find funny videos of customer service reps blowing off steam in creative ways. The first step in solving a problem is becoming aware of it, and as awareness has grown, customer service leaders have grown more supportive. There’s a higher percentage of agents overall that are reporting their company is customer focused.

Customer Service 67

Customer Service How To Handbook Chatbots 67

Eptica

OCTOBER 9, 2019

The right technology The past 15 years have seen telephone-based call centers grow and expand to become multichannel contact centres , handling a growing volume of interactions across a widening number of channels.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus.

Customer Service Training 100

Customer Service Training Training Customer Service Customers 100

Beyond Philosophy

JUNE 7, 2016

CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. Minimize Calls to Customer Service – Offer Alternatives.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. Look for experience gaps that don’t reside solely within your organization’s web pages, systems, or call centers. Identify experience gaps.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

West Monroe

SEPTEMBER 21, 2017

First Contact Resolution (FCR) is definitely a buzzword for any customer-focused organization. We place a high value on being able to give our customers exactly what they need the first time the y need it. It’s the unicorn of Customer Experience metrics. Actually use it to inform change.

Self Service 40

Self Service Metrics Measurement Customer Satisfaction 40

SmartKarrot

JULY 19, 2021

Role: Director of Customer Success Location: New York, NY, US Organization: Talent Partners Consulting, LLC As a Director of Customer Success, you will oversee all aspects of Call Center BPO activities as they relate to supporting our customers.

Customer Success 10

Customer Success Consulting NPS Case Study 10

Verint

NOVEMBER 6, 2017

To help maintain market leadership in an increasingly competitive marketplace, Bell Canada has put a significant focus on continuous improvement across their enterprise—with a particular emphasis on improving their customer experience (CX).

Contact Center 30

Contact Center Leadership Video Feedback 30

Kustomer

NOVEMBER 5, 2020

Strategies such as creative problem solving can effectively guide the customer to the best result. Ultimately, showing the customer genuine empathy through human-to-human interactions is what cultivates lasting customer loyalty and happier customers. Focusing on What Can Be Controlled. So the tech was easy.

Training 52

Training Innovation Leadership Customer Service 52

Kustomer

NOVEMBER 5, 2020

Strategies such as creative problem solving can effectively guide the customer to the best result. Ultimately, showing the customer genuine empathy through human-to-human interactions is what cultivates lasting customer loyalty and happier customers. Focusing on What Can Be Controlled. So the tech was easy.

Training 52

Training Innovation Leadership Customer Service 52

Kustomer

JANUARY 21, 2021

As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. .” Furthermore, find your first win and build upon it.

B2B 95

B2B Company B2C Customer Centricity 95

SmartKarrot

FEBRUARY 15, 2022

Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services. Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson. Bruce Temkin.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Integrity Solutions

SEPTEMBER 28, 2023

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer focused. Training and coaching will activate your values and make them visible to the customer.

Customer Service Training 103

Customer Service Training Training Customer Service Contact Center 103