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

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

One Millimeter Mindset

MAY 20, 2019

Today, make a list of your professional communication soft skills. If you Google “soft skills”, you arrive at 5-7 skill sets for which communication is deemed of utmost importance. These skills include: leadership, communication, ethics, flexibility, problem-solving, teamwork and interpersonal skills.

Communication 69

Communication Social Media Resources Leadership 69

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

One Millimeter Mindset

MAY 30, 2019

Or, four times a year: coinciding with results from quarterly customer satisfaction surveys? Let’s explore three ways you and your team can become proactive by collecting client feedback to improve team communication. However, consider what happens when your team makes their customers their first priority? And then what happens?

Communication 61

Communication Feedback Employee Experience Customer Success 61

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Only by delivering amazing customer service. Decide What “Amazing Customer Service” Means. It includes: Standards. Strategies.

Ecommerce 141

Ecommerce Training Customer Service Net Promoter Score 141

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

CSM Magazine

MARCH 28, 2024

Consider offering services like counseling sessions or in-house workshops focusing on stress management and mental health awareness. Open Communication Channels Create a culture of openness. Stepping away from the phone lines for even a short period can reduce stress, clear the mind, and improve overall performance.

Contact Center 52

Contact Center Call Center Exercises Resources 52

One Millimeter Mindset

FEBRUARY 6, 2019

Instead of churn prevention as the objective, employee co-investment in business growth becomes the goal. How are you communicating to employees that they are part of something bigger than themselves? But also, they become co-invested in your customers’ and members’ growth strategies, as well.

Strategy 74

Strategy Customer Retention Guidelines Communication 74

One Millimeter Mindset

FEBRUARY 28, 2019

We all experience difficult customers, from time to time. When we only have one customer as our “one and only” customer, well, things become challenging. Our difficult customers test both our courage as well as our critical thinking skills. Workforce Profitability retains Customers [link].

Customer Retention 66

Customer Retention Communication Customers Strategy 66

One Millimeter Mindset

APRIL 28, 2020

Consider the professional story you communicate when you either are a spectator or an active virtual participant during meetings. How do you create virtual employee experiences and client experiences? You clearly communicate your professional story, whether you are consciously aware you are storytelling, or not.

Meeting 89

Meeting Video Conference Communication 89

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Focus on Security and Privacy Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.

Customer Experience 56

Customer Experience Sports Innovation Feedback 56

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Wired and Dangerous

JUNE 18, 2018

Designing and implementing a customer journey that drives great experiences is a hot topic today. Customers have their ‘antennae” on high alert for journeys that are not easy or frictionless, They quickly leave providers whose journeys lack appropriate expressions of gratitude for their business.

Customer Journeys 70

Customer Journeys Groups Employee Experience Customers 70

Quadient

JULY 25, 2022

Customer Journey Map Examples & Templates. Since every customer's journey is unique and every business has unique customer experience (CX) goals, there is no one-size-fits-all customer journey map example. Why are customer journey map examples useful? Types of Customer Journey Maps. j.shah-thiel.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

Experience Investigators by 360Connext

NOVEMBER 3, 2020

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Survey Employee Engagement 52

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 81

Survey Tips How To Net Promoter Score 81

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

One Millimeter Mindset

FEBRUARY 7, 2019

But also, your employee experience. To change the world, are you self-propelled to start communicating and working collaboratively? For starters, deconstructing silo-based communication barriers in business models leads to improved knowledge sharing across the organization. Catalyze your mindset and skill sets!

Customer Retention 64

Customer Retention Communication Leadership Strategy 64

One Millimeter Mindset

JANUARY 30, 2019

Also, how is this word impeding remarkable customer experiences and employee experiences? How aware are we of how our own speech habits impact how we set the client and employee experience table for the conversation that follows? Let’s explore. How many of us begin each day by erecting our own roadblocks?

Guidelines 72

Guidelines Employee Experience Sales Communication 72

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? What customer-focused opportunities are overlooked? Take the next steps, today.

Culture 63

Culture Leadership Employee Experience Resources 63

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

One Millimeter Mindset

MAY 8, 2019

And, often, these activities are outsourced to folks who are not as invested as you are in retaining not only your customers, but also your employees. Because when storytelling captures employee stakeholder voices from across the organization, customers become more invested in you. Here is what to do.

Culture 66

Culture Sales Advertising Communication 66

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

One Millimeter Mindset

APRIL 8, 2019

That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers in your organization. Discover how one of my Storytelling for STEM Professionals and Left Brain Thinkers keynotes and workshops can solidify, rather than segment, your organization. Hands down. Contact her here.

Communication 75

Communication Employee Experience Customer Retention Sales 75

One Millimeter Mindset

MARCH 7, 2019

Do you retain employees as a critical part of your customer retention strategy? Or, are your (especially) front line employees considered to be disposable? Do I need to tell you I had one of the highest customer retention rates, year over year? Which scenario do you think creates a loyal and retained customer base?

Customer Retention 68

Customer Retention Sales Leadership Training 68

One Millimeter Mindset

JULY 10, 2019

Storytelling catalyzes both employee experience and customer experience. When clients experience your stories as snacks, instead of anticipating them as a rich meal, will they read, or listen to, the stories you tell, in the first place? Her playbook of communication tools, Do YOU Mean Business?

Strategy 51

Strategy Employee Experience Technology Culture 51

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. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

One Millimeter Mindset

JUNE 3, 2019

If you are trying to get people to “Yes” and they keep telling you “No” or remain ambivalent about your communications, both written, verbal and visual, professional speak is hampering you. Engage me to break down communication barriers. Her playbook of communication hacks, Do YOU Mean Business?

Communication 70

Communication Employee Experience Customer Success Meeting 70

One Millimeter Mindset

DECEMBER 15, 2020

If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. Where oh where do these internal customers live?

Exercises 88

Exercises Innovation Leadership Report 88

Dapresy

APRIL 14, 2020

Let’s start off by noting some key trends we could expect in market research, customer experience (CX), and employee experience (EX): Customer and market research studies will continue to provide businesses with insight during these unprecedented times. Your employees continue to be a wealth of information.

Data 98

Data Study Report Meeting 98