INDUSTRY INSIGHTS YOUR PEERS ARE READING
Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. For a growing number of B2B companies, the pathway to growth will be through CEM. MORE
Only a minority of companies succeed. MORE
I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? MORE
Only a minority of companies succeed. 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
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. 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
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. 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
These six strategies will help B2C companies who are just getting started with local SEO. Optimizing for local is so extremely important for B2C companies. This article is written by Holly Rollins. Holly is the president and owner of 10x digital. 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
You want every interaction with your customer to show your company in the best light, and this is any easy one to execute. 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
AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ. The post AskNicely named NZ Emerging Company of the Year appeared first on Net Promoter Score from AskNicely. MORE
Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. Do you know the Power Core of your company? You may be a product-driven company—especially in a lot of technology companies. MORE
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? 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
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
There seems to be a bigger threat to banks coming from a different direction, namely tech companies. How Tech Companies Are Moving into the Financial Space. Tech companies in the West are also making small yet significant strides into the banking space. 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
In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. 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
Only a minority of companies succeed. 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
At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise. MORE
To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte. If the retail apocalypse is to be avoided, companies should obsess about four activities: 1. The retail apocalypse may just have to wait. MORE
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. MORE
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? 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
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. 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
Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them. Evelo, an electric bike company, targeted the boomer market and saw a surge in sales. There are currently about 75 million baby boomers (born between 1946 and 1964) in the U.S., MORE
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. 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
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 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.
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?
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.
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?
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Most tech companies start with a barebone customer success ‘program’ that is reactive. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team.
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.
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.
Customer Bliss
APRIL 5, 2016
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?
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.
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pressure on companies to deliver consistent, omnichannel. Your company is unique, and the design. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer.
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.
CloudCherry
MAY 8, 2018
There seems to be a bigger threat to banks coming from a different direction, namely tech companies. How Tech Companies Are Moving into the Financial Space. Tech companies in the West are also making small yet significant strides into the banking space.
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.
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.
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.
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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones
Customer Bliss
JUNE 6, 2018
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.
ReviewTrackers
JULY 2, 2018
These six strategies will help B2C companies who are just getting started with local SEO. Optimizing for local is so extremely important for B2C companies. This article is written by Holly Rollins. Holly is the president and owner of 10x digital.
AskNicely
MAY 29, 2018
AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ. The post AskNicely named NZ Emerging Company of the Year appeared first on Net Promoter Score from AskNicely.
Customer Bliss
AUGUST 10, 2018
In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization.
Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker
In a business landscape with many iconic companies, many organizations struggle with how to become noteworthy. This webinar will explore how a professional or an organization can create distinction to stand out in their industry.
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 […].
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.
Comm100
APRIL 25, 2018
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.
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
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.
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.
Vision Critical
SEPTEMBER 6, 2018
To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte. If the retail apocalypse is to be avoided, companies should obsess about four activities: 1. The retail apocalypse may just have to wait.
Customer Bliss
SEPTEMBER 25, 2018
Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. Do you know the Power Core of your company? You may be a product-driven company—especially in a lot of technology companies.
MaritzCX
MAY 2, 2017
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.
Amity
JUNE 6, 2018
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?
Lumoa
MARCH 5, 2018
Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. For a growing number of B2B companies, the pathway to growth will be through CEM.
TechSee
JANUARY 9, 2018
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.
Customer Bliss
APRIL 7, 2015
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.
QuestionPro Audience
APRIL 30, 2018
You want every interaction with your customer to show your company in the best light, and this is any easy one to execute.
Customer Bliss
JANUARY 27, 2015
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?
MaritzCX
JANUARY 9, 2018
At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise.
QuestionPro Audience
FEBRUARY 15, 2018
Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them. Evelo, an electric bike company, targeted the boomer market and saw a surge in sales. There are currently about 75 million baby boomers (born between 1946 and 1964) in the U.S.,
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