Only a minority of companies succeed. MORE
Only a minority of companies succeed. MORE
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. MORE
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. MORE
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? MORE
How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. There are methods to prove the ROI of CX investments, find a method that works for your company. 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
Most of the time, insurance companies need to go where they are. With that in mind, insurance companies can make their presence known to these people. Furthermore, Statista reported that there are more than 598 life insurance companies in the United States. MORE
Customers love a company because they perceive value in their interactions with its people, products, and services. 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
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 […]. 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
It is how customers see your company, whether it is in the positive or negative light. Also, that view of the customer is from how you project the company to the public. If your company cannot do the task, might as well outsource a reputable BPO company to get the job done. MORE
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. 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
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.) 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
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
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
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. 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
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
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. 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
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
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
If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. How can employee branding help your company? You’ve probably heard of employer branding. 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
Making the Customer First in Everything You Do The often-used statistic according to Gartner is that 89% of companies differentiate on the basis of customer experience. MORE
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. 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
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?
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
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.
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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
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
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.
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.
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?
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.
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.
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.
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
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.
Magellan Solutions
AUGUST 6, 2018
It is how customers see your company, whether it is in the positive or negative light. Also, that view of the customer is from how you project the company to the public. If your company cannot do the task, might as well outsource a reputable BPO company to get the job done.
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.
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.
Customer Bliss
AUGUST 3, 2018
How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. There are methods to prove the ROI of CX investments, find a method that works for your 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
ReviewTrackers
JULY 12, 2018
If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. How can employee branding help your company? You’ve probably heard of employer branding.
Kayako
JULY 27, 2017
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.
Customer Bliss
APRIL 12, 2016
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.
MaritzCX
JULY 10, 2017
Making the Customer First in Everything You Do The often-used statistic according to Gartner is that 89% of companies differentiate on the basis of customer experience.
CX Journey
OCTOBER 12, 2016
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.
MaritzCX
OCTOBER 27, 2016
Customers love a company because they perceive value in their interactions with its people, products, and services.
Beyond Philosophy
NOVEMBER 27, 2017
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.
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.
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.
CX Journey
DECEMBER 7, 2016
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.)
Magellan Solutions
JULY 10, 2018
Most of the time, insurance companies need to go where they are. With that in mind, insurance companies can make their presence known to these people. Furthermore, Statista reported that there are more than 598 life insurance companies in the United States.
Promoter.io
JANUARY 18, 2018
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 […].
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?
Vision Critical
NOVEMBER 2, 2017
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.
Vision Critical
APRIL 7, 2016
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?
Vision Critical
JULY 5, 2017
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.
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