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
He previously served as the company’s chief marketing officer. He mentions that things started taking off, and with the success that his team started seeing from their projects, the CEO wanted the CX work to expand to the whole company, moving beyond the business unit. MORE
What is the motivation for companies to improve their assisted service? The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey. MORE
Whether by careful targeting for marketing purposes or by reviewing notes of previous interactions with customer services, a company needs to immediately recognise a (returning) customer. Personalisation has become essential in all engagements between companies and their customers. 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
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
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
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
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
In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. 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
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
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
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
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 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.
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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According to a recent global survey conducted by MIT Technology Review Insights, 90% of companies are deploying AI across some aspect of their customer journey. Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
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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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?
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
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.
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?
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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.
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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
Jacada
FEBRUARY 15, 2019
What is the motivation for companies to improve their assisted service? The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey.
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 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.
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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.
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.
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 […].
Customer Bliss
FEBRUARY 14, 2019
He previously served as the company’s chief marketing officer. He mentions that things started taking off, and with the success that his team started seeing from their projects, the CEO wanted the CX work to expand to the whole company, moving beyond the business unit.
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.
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.
Customer Bliss
JANUARY 17, 2019
In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts.
C3Centricity
OCTOBER 22, 2018
Whether by careful targeting for marketing purposes or by reviewing notes of previous interactions with customer services, a company needs to immediately recognise a (returning) customer. Personalisation has become essential in all engagements between companies and their customers.
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.
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.
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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.
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.
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.
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.
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