InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. It suggests that companies should prioritize responsiveness and engagement with customers regardless of the platform or channel they choose to communicate on.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Customer Bliss

FEBRUARY 13, 2018

Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship with the end consumer. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Experience Customer Service Call Center 141

NobelBiz

JULY 31, 2023

In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. This advanced mechanism not only ensures customers are catered to promptly but also streamlines business operations. What is Call Queuing? Watch the entire podcast episode here!

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Amity

MAY 24, 2016

With that being said, serving as a leader in Customer Success means double the management: You are helping not only your customers but your own team as well. ” “Great customer success leadership means setting an example for your team. VP of Customer Success - Bluecore. ” Chad Horenfeldt.

Leadership 84

Leadership Customer Success Customers Course 84

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience How To Leadership 245

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We CX ALL helps companies hardwire their ‘customer story’ to their ‘money story’.

Banking 208

Banking Feedback Management Culture 208

Lumoa

JUNE 30, 2022

Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. It creates one main challenge: Are the insights you gain from tickets representative of your customer base? Pick one area and make a change to the customer experience.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Lumoa

OCTOBER 24, 2023

Companies can also commit to preserving nature and allowing their customers and employees to enjoy their bounties by promoting initiatives that protect the environment. Companies should convey their sense of empathy through their communications with clients, offering assurances that they understand their problems.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Ease of use. Engaging offers and new products.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

ShepHyken

JULY 31, 2023

Provide seamless connections between various communication channels, including chatbots, apps, phone calls, and emails. The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels.

Interaction 118

Interaction Chatbots Knowledge Base Contact Center 118

Horizon CX

AUGUST 7, 2023

Cultural Competence – Understanding and respecting the cultural norms, values, and customs of various groups. Cultural competence allows for effective communication and collaboration across diverse backgrounds. This helps ensure that different perspectives are considered when making important choices.

Culture 130

Culture Innovation Groups Communication 130

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tactics to Transform and Build Customer Experience.

Leadership 175

Leadership Culture Government B2B 175

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Lumoa

JUNE 23, 2021

More diverse customer experience No matter what industry you operate in, your customers are likely to be a diverse mix of people with a mix of religion, race, social status, ableness, and other characteristics. Diverse talent means you can more easily reach new markets and customer bases that you might not otherwise understand.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

ShepHyken

DECEMBER 31, 2021

You create satisfied customers who are more likely to recommend your company to others. That means retention strategies not only help you keep existing customers but also help build your customer base. . 5 Customer Service Strategies That Improve Retention. Be an Open Communicator .

Customer Service 135

Customer Service Customer Retention Customer Service Strategies Infographics 135

North Highland

JANUARY 15, 2019

That number needs to be converted to a customer count: 360,000 businesses and residences out of power is something the average customer can understand. We can extrapolate from a number like this to a timeframe by which most customers should be restored.

Communication 60

Communication Call Center Hospitality Hotels 60

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. Based on the company ‘’mindset’’ and approach. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

Totango

NOVEMBER 27, 2023

However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales Customer Success Communication Leadership 71

Customer Bliss

AUGUST 1, 2019

Scott realized that DHL is a great business but didn’t believe that the company communicated it well enough. Scott wanted to develop the business values and use them as a guide for creating a mission/purpose for employees, something that communicated the value of the business rather than what they actually do. .

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. During an economic downturn, your greatest investment should be in your current customer base. Make Your Company Relevant .

Return on Investment 74

Return on Investment Competitive Advantage ROI Effort Score 74

Totango

MAY 7, 2024

You might set the following responsibilities: This model encourages two-way communication between CSMs and AEs and visibility for team leaders. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sports 97

Sports Sales Strategy Net Promoter Score 97

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader.

Contact Center 88

Contact Center Gamification Measurement Training 88

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Q: What were the major lessons learned from re-segmenting your customer base?

Chief Customer Officer 98

Chief Customer Officer Analysis Customer Base Exercises 98

Integrity Solutions

SEPTEMBER 30, 2022

When costs eat into revenues and there’s no long-term expectation of things reverting back, it’s time to have that discussion about raising prices with customers. There are a number of mistakes companies and salespeople can make when implementing and communicating the justification for a price increase with customers.

Sales 56

Sales Leadership Communication Customers 56

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 52

Strategy Company Leadership Customer Centricity 52

Education Services Group

FEBRUARY 26, 2023

By opening up a dialogue with your colleagues and executive leadership in this way, you can build momentum behind your charter and win over allies who will support your mission going forward. The mission of Customer Success has always been to retain customers and grow the customer base over time.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

Experience Investigators by 360Connext

DECEMBER 1, 2020

Real-life wins: One client discovered customers were receiving duplicate emails, calls, and texts because of a system glitch nobody had identified for a segment of their customer base. It was easy to fix and those customers immediately engaged more with the communications they did receive.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Experience Investigators by 360Connext

APRIL 23, 2024

There IS a clear link between superior CX and enhanced financial performance, making a compelling case for strategic investment in customer experience initiatives. It’s up to CX leaders to clearly communicate about these connections for their organization. This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

NobelBiz

OCTOBER 31, 2023

Recognizing these patterns early allows call centers to address potential problems proactively, often before the customer even realizes there’s an issue. Enhanced Customer Segmentation With data analytics, call centers can segment their customers based on behavior, preferences, and interaction history.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Lumoa

FEBRUARY 6, 2018

The top challenges that companies should be aware of in 2018, I see are: That senior leadership teams view CX as a passing fad or a short term campaign, and do not truly understand the enormous value a customer-centric approach to business brings – be it engaged employees, retained customers with increased share of wallet or new customers.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Kustomer

JUNE 1, 2023

In this blog, we explore: The importance of using personalization in customer service How to create data-driven personalization The benefits of data-driven personal customer service Personal customer service examples Why Is It Important to Use Personalization in Customer Service?

Data 78

Data Customer Service CRM Customer Service Strategies 78

Integrity Solutions

DECEMBER 19, 2018

Millennials in leadership roles. But with the stakes higher than ever, Forrester Research predicts that companies will have to get pragmatic about their approach to everything from leadership standards and business models to technology strategies and employee and customer experience. The fight to keep top talent.

Trends 76

Trends Leadership Culture Sales 76

Customer Bliss

FEBRUARY 25, 2016

Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking. Your opportunity is to gain leadership’s attention to this simple definition of success.

ROI 100

ROI Customer Experience Effort Score How To 100

ShepHyken

MAY 26, 2020

Frontline customer service agents have valuable information and data about the customer. Ideally, this information will trickle up to management and leadership to further improve CX. The life of a customer service representative can be difficult and there is often a high turnover rate in these positions.

Contact Center 121

Contact Center Customer Service Representative Omni-Channel Technology 121

Lumoa

MAY 21, 2018

Organizational roles in customer experience management. Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. Let's go deeper in each of the roles.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326