CloudCherry

FEBRUARY 28, 2018

Companies today want to delight customers at every interaction. Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers? They have defined their culture precisely.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company. Why is customer feedback important? What is customer-led growth?

Feedback 126

Feedback Company Knowledge Base Contact Center 126

SurveySparrow

MAY 1, 2022

We’ve heard it before—employees don’t want a company culture comprised of ping pong tables and free beer. Especially in the wake of the Great Resignation, people expect organizations to provide meaningful commitments, such as a sustainable remote working policy or transparent communications.

Culture 52

Culture Feedback Survey Company 52

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 496

Apparel Employee Engagement Employee Experience NPS 496

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 149

Feedback Effort Score Social Media Customer Satisfaction 149

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter. Share on linkedin.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Lots of companies collect feedback. I advocate for immediate action in this space.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Think about the knowledge and experience the company held onto by keeping those employees.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.

Customer Centricity 84

Customer Centricity Culture Tips Loyalty Programs 84

InMoment XI

OCTOBER 20, 2022

We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Company.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? He shared that the company went through a big transformation in 2016, and after the transformation, they decided it would be beneficial to focus on customer experience. What did they value? What made them happy?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 295

Feedback Software Healthcare Training 295

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. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. Three ways you can start doing so in your company (the one you have today or the one you will build in the future).

Culture 103

Culture Company How To Employee Engagement 103

SurveySensum

DECEMBER 4, 2023

Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Many businesses gather feedback but need help figuring out what to do next. So, how do you make sense of all this customer feedback and transform it into actionable improvement? Ready to dive in and make your feedback count?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why Does Healthcare Need Contact Centers?

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. To address this, management launched an anonymous feedback survey which turned out to be a game-changer.

Feedback 52

Feedback Leadership Survey Culture 52

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. As a brand, Amazon strives to give an experience that is a solid example of customer-obsessed culture from the top down. What is that shift?

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Live chat systems provide a seamless communication channel for real-time customer interactions. Canned messages : These pre-formulated responses are not only time-saving but ensure consistency and accuracy in communications.

How To 133

How To Chatbots Omni-Channel Social Media 133

CSM Magazine

NOVEMBER 15, 2022

Great company culture can be hard to define, but you know it when you feel it. There’s a certain atmosphere at companies with great cultures – a feeling that anything is possible. A new company culture survey has shed some light on the state of company culture in the UK and the results are quite interesting.

Culture 52

Culture Company Customer Service Conference 52

Horizon CX

MAY 7, 2021

Reach out to the survey respondents and thank them for participating in the survey program and providing valuable feedback. The first step of the process, Acknowledge , needs to occur within 24-48 hours from when the respondent submitted the feedback. The Seven As of Closing the Loop on Survey Responses. Acknowledge. Appreciate.

Culture 130

Culture Net Promoter Score Hotels Survey 130

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture?

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

Interactions

JUNE 22, 2023

” One conclusion drawn from the survey focused on the need for brands to cultivate a customer-centric culture: “Companies should strive to create a culture that prioritizes customer service and values each customer’s experience.

Customer Centricity 62

Customer Centricity Culture Strategy Touchpoint 62

Thematic

AUGUST 21, 2023

If you're learning about analyzing customer feedback and voice of customer , then it won't be long before you come across the term 'feedback loop' This post breaks down what a feedback loop is, why it's an essential part of customer experience, and how to ensure success when implementing one in your own work.

Feedback 62

Feedback Analysis Customer Satisfaction Customer Retention 62

BirdEye

AUGUST 3, 2023

When you want to understand your customers’ happiness, you can send them a CSAT survey to gather feedback on your products, services, or customer behaviors. Build Customer Feedback Surveys that Yield Results Want to see the impact of Birdeye on your business? Respondents are given five to 10 options. Watch the Free Demo Now.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) However, feedback alone cannot direct a strategy. This is why CX leaders must consider a future time when they are explaining a lot more than why those customer feedback scores are “good enough.” Consider this a rallying cry!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CSM Magazine

OCTOBER 26, 2023

They offer employees the opportunity to receive feedback and enhance their skills. To overcome these challenges, organizations are now embracing 360 feedback software to transform their review processes. What is 360 Feedback Software? Benefits of 360 Feedback Software 1. However, this approach has its limitations.

Software 52

Software Feedback Employee Engagement Culture 52

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.

Employee Experience 116

Employee Experience Communication CEM e-support 116

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. However, many companies struggle to find new ways of engaging employees, especially in hybrid and remote work environments.  .

Employee Engagement 89

Employee Engagement Engagement Company Contact Center 89

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. This type of feedback provides a more nuanced understanding of customer experiences and needs. Qualitative feedback is important in understanding customer needs. Why is Qualitative Feedback crucial for businesses?

Analysis 62

Analysis Examples Feedback Social Media 62

CX Journey

SEPTEMBER 21, 2017

Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff. Instead of waiting for a disaster, you can follow some of these tips for solving problems with internal communications.

Communication 138

Communication How To Culture Travel 138

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. What is an Anonymous Feedback Tool? Or seeking higher response rates?

Tools 52

Tools Feedback Analysis Survey 52

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 109

Culture Leadership Exercises Groups 109

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

SurveySensum

FEBRUARY 14, 2024

Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction. In fact, companies with engaged employees outperform those without by 202%. Through Employee Feedback , of course! What is Employee Feedback? But how do we do that?

Tools 52

Tools Feedback Analysis Survey 52

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Implementing new techniques and technologies can have a rapid and dramatic effect on company climate.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117