Companies that Cheat are Dull: How to Ensure That You Shine!


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?

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.

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.

Optimize Your Company’s Business Strategy With Customers In Mind

Customer Bliss

And that means building a one-company approach to business strategies. The purpose is to shift to a simple understanding of the overall success achieved when a company earns customer-driven growth. It includes focusing the organization on one-company experiences.

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.

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


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.

How to Be a Low Effort Company


A Case Study: Richmond Telephone Company. Richmond Telephone Company is a small telco in a tiny town in Massachusetts. The Boston Globe named the tiny company “the industry antidote” to robotic customer service. The Importance of Being a Low Effort Company.

Is Your Company Self-Aware?


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

Achieving Success in a Small, Growing Company


Customer success managers (CSMs) are entrusted with retaining customers and optimizing their experience--a broad mandate that can look dramatically different between companies depending on industry, size, and culture. What makes customer success in a small company unique?

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.

Being CCO Of A Privately-Held Company, With Nick Frunzi [CB10]

Customer Bliss

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.

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.

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

What Support Metrics Should SaaS Companies be Using?


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.

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.

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 Top 3 Ways to Forecast for Your Contact Center

impact your company’s. profitability—for instance, a company with an average. like for your company, you need to determine. companies adequately plan staffing requirements and budget. 1 Forecast accuracy is one of the most important.

Vital CX lessons from 3 Fortune 500 companies


Observing how the biggest companies in the world provide customer service can help your business reach new heights. Here's a closer look at how three Fortune 500 companies approach customer service and the vital lessons you can learn. It has taken advantage of huge advancements in digital technology and made high-quality content available for a relatively low price, freeing customers to make their own choices, all of which has been crucial to the company's success.

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.)

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

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 […].

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.

Earning the Right to Customer Experience Transformation at a Telecommunications Company

Customer Bliss

In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

The 7 habits of Companies with successful customer-centric cultures


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?

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.

5 Companies That Are Changing The Way Businesses Relate To Customers

Customer Bliss

A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. How would company act if every customer were your mom?

On Which Does Your Company Focus: Customer Acquisition or Retention

CX Journey

Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? The old debate stands: should companies focus on customer acquisition over retention ? Should companies plug the leak or keep filling the bucket?

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?

Survey 188

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.

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.

Author of The Nordstrom Way: What Makes a Make Mom Proud Company

Customer Bliss

As a customer service pioneer, I’d consider Robert Spector a global authority on “make mom proud” companies. How would your company act if every customer were your mom?

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.

The Power of Company Culture


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.

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?

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.

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.