6 Actions to Build a Company that Would Make Your Mom Proud

Customer Bliss

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids.

Companies showing great CX in the wake of natural disasters

Customer Bliss

It’s good branding, yes — but it’s also what companies should be doing, regardless of size. Companies are part of a community and their customers (and employees) come from, and choose to live/work, in that community.

3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. The way to avoid this mess around surveys is to move towards one-company leadership.

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.

Study: The Health of the Contact Center

from the company, and they’ll expect it faster than ever. By asking the right questions and looking for answers in customer interaction data, companies can uncover. When it comes to contact center technology, most companies simply aren’t doing.

What’s Wrong With This Company?

Steve DiGioia

What’s wrong with this company? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong. “I’m Continue reading… The post What’s Wrong With This Company? Management what's wrong with this companywhy do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way.

Start a “Kill a Stupid Rule” Movement at Your Company

Customer Bliss

Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics. It puts a spark of energy into the company and keeps everyone focused on enabling employees to deliver value.

Build a Customer Room and Engage the Company

Customer Bliss

Focus, prioritize, and commit to one-company experience opportunities. Have leaders pick one-company experience opportunities to improve or innovate. The post Build a Customer Room and Engage the Company appeared first on Customer Bliss.

What Support Metrics Should SaaS Companies be Using?

Kayako

Using smart data can change other areas of your company. These are five of the best metrics to convey the value your support team adds to your company’s ecosystem: Conversation volume/volume per rep. This is price it costs your company to have each individual conversation answered.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

companies deal with transformation can make or break them. And what sources of information do companies rely on. companies rely on to inform their decisions. The findings suggest an alarming problem: companies lack sufficient insight. However, a company that is.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policy

Marketing Smarts Podcast: Is your company committed to customer experience?

Customer Bliss

Why every company should strive to implement customer-centric leadership. It was my pleasure to appear on the MarketingSmarts podcast episode that debuted last Wednesday. You can listen to it here: MarketingSmarts-ep226-Jeanne-Bliss. I was interviewed by the great Kerry O’Shea Gorgone.

11 Examples of Exceptional Customer Service From Companies That Walk the Walk

Promoter.io

At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. Or, maybe it was a software company that built […].

Companies Must Invest in Their Employees Now!

CX Journey

We know this, and yet many companies still refuse to make the employee experience a priority, focusing instead on stakeholder value, the bottom line, or customer experience without considering the implications of a poor employee experience to all of the above.

The 7 habits of Companies with successful customer-centric cultures

CloudCherry

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. What do you want your company culture to be like? How do you view training at your company?

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

Companies ignore the post-purchase experience at their peril

Vision Critical

If companies want to maximize the significant investments they’re putting into customer experience, post-purchase experience merits more attention. The post-purchase experience is mediocre at best for most consumers, and it’s a missed opportunity for your brand.

What Story Got Told by Your Company’s Actions?

Customer Bliss

Actions indicate what a company values. Actions show how much the company considered the customer. Actions reflect back on the company — giving customers a glimpse of who they are as people. They want others to know about your company, your decisions and your actions.

Why Your Company Needs a Journey Room

CX Journey

A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. Like most companies, we were boring, using the periodic table to find the right precious metals to name our packages.)

Why shopper insight is a valuable ingredient for CPG companies

Vision Critical

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space.

How customer intelligence software helps companies fight the survey epidemic

Vision Critical

If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”. In an interview with Reed, Miller shares his thoughts about the sad state of survey research and what companies can do about it. So how can companies battle the epidemic of surveys?

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The Power of Company Culture

Amity

When you think of company culture, what comes to mind? So what, exactly, is company culture? If not, it’s likely that the entire organization is not as customer obsessed as your team is, which presents challenges if the customer is not at the heart of company decisions.

Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79

Customer Bliss

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. Overview.

The Most Affordable Ways to Hire Employees and Build Your Company Culture

Michel Falcon Experience

In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon.

Market research as a profit center: How smart companies use customer feedback to generate revenue

Vision Critical

For example, as a company offering expert car valuation, Kelley Blue Book’s business depends on having an authoritative voice. Its insight community, the Kelley Blue Book Blue Ribbon Panel, helps the company gather long-term consumer data from over 11,000 automotive owners and shoppers.

Your Quest for Survey Data May Be Hurting Your Company

Heart of the Customer

The post Your Quest for Survey Data May Be Hurting Your Company appeared first on Heart of the Customer. One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics.

Ten Questions to Help Measure a “Beloved Company”

Customer Bliss

Beloved companies decide differently than everybody else. Beloved companies make a choice. Answer ten questions to determine how close you are to being a beloved and prosperous company: Is Your Company Beloved? They will tell your story, forming an army of cheerleaders and publicists urging friends, neighbors, colleagues, even strangers to experience your company.

Why companies are focusing on their customer experience strategy

Vision Critical

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.

Stronger consumer rights against rail companies delayed again

Helen Dewdney

The Government must not give rail companies a free pass for another 18 months and instead should bring the new consumer law into force without any further delay, rather than causing more distress to rail passengers across the UK. How do I complain to a train company?

Why are Companies Failing at Customer Experience?

SuiteCX

Companies are drowning in data and really don’t know what is important and what isn’t. Instead you have to get out of your company and interact with your customers in their environment. Brands are all touting customer experience but most are failing.

Are You a Company of Believers?

Customer Bliss

Beloved companies know that the outcome of their decisions and their actions reveal who they are and what they value. Companies who decide to believe make belief a competency of their business, people, and operation. Are you a company of believers?

The Power of Company Culture

Amity

When you think of company culture, what comes to mind? So what, exactly, is company culture? If not, it’s likely that the entire organization is not as customer obsessed as your team is, which presents challenges if the customer is not at the heart of company decisions.

Simple Tactics to Create a Customer-Centric Company

Michel Falcon Experience

When it comes to building a customer-centric company I know what systems need to be put into place to ensure you reach your goal. Regardless of the size of your company or industry I guarantee that these tactics will work for you too.

What the Best Companies Do That Yours Doesn’t!

Beyond Philosophy

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Not all companies have this problem though. Most companies do not devote the same resources to customer interaction.

PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

vs. Conor McGregor- a major US cable company had high expectations. The cable company’s call center was fully staffed and ready for any eventuality. The cable company had recently implemented a Visual Support service called TechSee.

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

Companies like Nordstrom, Walmart and Dick’s Sporting Goods actually plan to open more stores in the next 12 months. One way companies are bucking the trend is by driving costs down. Other retail companies are placing their bets on experiential retailing.

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Why Are Some Companies Succeeding at Customer Experience?

MaritzCX

Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as.

Best Ways to Attract Insurance Companies Into Claims Processing Support

Magellan Solutions

There are insurance companies that are looking for outsourcing companies that will provide them the best service and will give them what they need. On the other hand, there are many outsourcing companies that provide claims processing support for insurance business.

Why are Companies Failing at Customer Experience?

SuiteCX

Companies are drowning in data and really don’t know what is important and what isn’t. Instead you have to get out of your company and interact with your customers in their environment. Brands are all touting customer experience but most are failing.

Is Your Company Led by Lean Leaders?

CX Journey

Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers.