INDUSTRY INSIGHTS YOUR PEERS ARE READING
I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? MORE
As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. How prevalent are these attributes? To answer this question, I tapped into Temkin Group’s consumer benchmark study and examined feedback from more than 5,000 U.S. employees. MORE
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. MORE
It’s one of the hardest, easiest things that a company can do to provide stellar support. While we do have a pretty neat compilation of live chat statistics , no one has all of the answers on what the perfect live chat process for your company looks like. Live Chat. MORE
Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. Many CCOs in those types of companies need to move their leadership away from an over-focus on quarterly metrics and surveys, but they often need to use share price as a motivating factor. MORE
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. MORE
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. MORE
The post Is Your Company Self-Aware? It's difficult for anyone to truly get the experience their customers have. appeared first on Customer Experience Consulting. Blog Customer Experience Featured customer perspective evaluation leadership linkedin MORE
In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. MORE
Why do companies still try to cheat their customers? Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . What's the solution to cheating companies? MORE
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. MORE
3 Key Actions to Show Up as a Caring Company. So ask yourself: do you show up as a caring company? Align Around Experience beloved companies caring companies Cleveland Clinic customer respect hospital MORE
But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. The post The Best Companies Hire These 3 Positions appeared first on Steve DiGioia and was written by Steve DiGioia. MORE
CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation. The post The Last Mile: Where CX Matters Most to Customers, Companies and Agents appeared first on NICE inContact Blog. In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. MORE
TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida. And I don’t know that there are too many people that are motivated by accomplishing customer, or accomplishing company goals as you are.’ MORE
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. MORE
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 MORE
Taking care of employees, using natural ingredients, and doing good in the world are the values of the multi-billion dollar Chobani company. An inclusive and compassionate leader, he’s given every employee a 10% stake in the company. Purpose, and how a company lives it, matters. MORE
Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Allovue is a B2B2C SaaS company that builds software solutions to help school districts around the country interact with their financial data more strategically. MORE
This is our opportunity to show up for customers as one company, pulling in the same direction to support their needs. After doing research, she found a mortgage company, whom she felt very comfortable with. So think for a minute: are there any Bermuda Triangle moments in your company? MORE
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. MORE
In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time. MORE
The post Do Companies Like Net Promoter Score? Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below: Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than other metrics. Many are avid fans. MORE
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. consumers. Each earned a rating of 67%, which put them […]. MORE
After several weeks of analysis and market survey, I’ve come up with a list of the best modern marketing strategies every company needs to try today. Long tail keywords mean that a Google user already has an idea in mind and that they’re looking for a company to fulfill their needs. Nielsen states that 92% of people are more likely to believe another person rather than a company’s marketing strategy. The marketing world is moving at a breathtaking pace. MORE
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. MORE
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. MORE
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. MORE
Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. Customer experience is important, that much we know. MORE
When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. Does a company core values list even matter, then? Why does a company core values list matter? MORE
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? MORE
Company Related Topics Customer Bliss
MAY 22, 2019
3 Key Actions to Show Up as a Caring Company. So ask yourself: do you show up as a caring company? Align Around Experience beloved companies caring companies Cleveland Clinic customer respect hospital
Customer Bliss
MAY 23, 2019
In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture.
Customer Bliss
DECEMBER 12, 2018
This is our opportunity to show up for customers as one company, pulling in the same direction to support their needs. After doing research, she found a mortgage company, whom she felt very comfortable with. So think for a minute: are there any Bermuda Triangle moments in your company?
Customer Bliss
OCTOBER 23, 2018
Taking care of employees, using natural ingredients, and doing good in the world are the values of the multi-billion dollar Chobani company. An inclusive and compassionate leader, he’s given every employee a 10% stake in the company. Purpose, and how a company lives it, matters.
Customer Bliss
SEPTEMBER 7, 2017
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.
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Experience Matters
NOVEMBER 24, 2017
The post Do Companies Like Net Promoter Score? Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below: Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than other metrics. Many are avid fans.
C3Centricity
MAY 16, 2018
Why do companies still try to cheat their customers? Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . What's the solution to cheating companies?
Customer Bliss
MARCH 30, 2016
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.
Steve DiGioia
OCTOBER 15, 2018
But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. The post The Best Companies Hire These 3 Positions appeared first on Steve DiGioia and was written by Steve DiGioia.
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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. What do you want your company culture to be like? How do you view training at your company?
Experience Matters
JULY 21, 2017
I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?
360Connext
NOVEMBER 17, 2016
The post Is Your Company Self-Aware? It's difficult for anyone to truly get the experience their customers have. appeared first on Customer Experience Consulting. Blog Customer Experience Featured customer perspective evaluation leadership linkedin
NewVoiceMedia
SEPTEMBER 16, 2016
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.
Customer Bliss
APRIL 12, 2019
TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida. And I don’t know that there are too many people that are motivated by accomplishing customer, or accomplishing company goals as you are.’
Customer Bliss
MAY 2, 2019
Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Allovue is a B2B2C SaaS company that builds software solutions to help school districts around the country interact with their financial data more strategically.
Customer Bliss
OCTOBER 29, 2015
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.
Customer Bliss
APRIL 11, 2018
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.
Kayako
JUNE 21, 2018
It’s one of the hardest, easiest things that a company can do to provide stellar support. While we do have a pretty neat compilation of live chat statistics , no one has all of the answers on what the perfect live chat process for your company looks like. Live Chat.
GetFeedback
APRIL 25, 2019
After several weeks of analysis and market survey, I’ve come up with a list of the best modern marketing strategies every company needs to try today. Long tail keywords mean that a Google user already has an idea in mind and that they’re looking for a company to fulfill their needs. Nielsen states that 92% of people are more likely to believe another person rather than a company’s marketing strategy. The marketing world is moving at a breathtaking pace.
Experience Matters
SEPTEMBER 25, 2017
As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. How prevalent are these attributes? To answer this question, I tapped into Temkin Group’s consumer benchmark study and examined feedback from more than 5,000 U.S. employees.
Experience Matters
MAY 23, 2016
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. consumers. Each earned a rating of 67%, which put them […].
Jacada
MAY 13, 2019
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation.
Steve DiGioia
OCTOBER 2, 2015
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.
Customer Bliss
NOVEMBER 19, 2015
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.
Customer Bliss
DECEMBER 23, 2014
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.
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with companies. And the focus these companies put on the customer. to switch to a competing company if they’re not getting the experience. The evolution of ‘Voice of the Customer’ How companies leverage crowdsourcing and. In the past, companies held the power.
Steve DiGioia
OCTOBER 29, 2015
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
Customer Bliss
JUNE 21, 2016
Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. Many CCOs in those types of companies need to move their leadership away from an over-focus on quarterly metrics and surveys, but they often need to use share price as a motivating factor.
Jacada
MAY 13, 2019
In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time.
ijgolding
FEBRUARY 26, 2019
Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. Customer experience is important, that much we know.
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companies to transform—not just improve—customer service and. makes customer engagement challenging for companies, particularly in highly-regulated industries. AI-savvy companies use the synergy of AI and related technologies. world’s leading companies with AI.
NICE Systems
APRIL 24, 2019
CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation. The post The Last Mile: Where CX Matters Most to Customers, Companies and Agents appeared first on NICE inContact Blog. In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience.
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