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
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
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
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
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
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? 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
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. 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
Companies like Nordstrom, Walmart and Dick’s Sporting Goods actually plan to open more stores in the next 12 months. One way companies are bucking the trend is by driving costs down. Other retail companies are placing their bets on experiential retailing. MORE
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. 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
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. MORE
The post Your Quest for Survey Data May Be Hurting Your Company appeared first on Heart of the Customer. One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics. MORE
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. MORE
When it comes to building a customer-centric company I know what systems need to be put into place to ensure you reach your goal. Regardless of the size of your company or industry I guarantee that these tactics will work for you too. 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
Companies are drowning in data and really don’t know what is important and what isn’t. Instead you have to get out of your company and interact with your customers in their environment. Brands are all touting customer experience but most are failing. 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
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
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
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. 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
There are insurance companies that are looking for outsourcing companies that will provide them the best service and will give them what they need. On the other hand, there are many outsourcing companies that provide claims processing support for insurance business. MORE
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. 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
Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. 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 are drowning in data and really don’t know what is important and what isn’t. Instead you have to get out of your company and interact with your customers in their environment. Brands are all touting customer experience but most are failing. 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
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
Company Related Topics 
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
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.
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.
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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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.
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
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
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.
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.
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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.
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
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.
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 […].
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.
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?
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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
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.
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.)
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.
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?
Amity
AUGUST 5, 2017
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.
Customer Bliss
NOVEMBER 28, 2017
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.
Michel Falcon Experience
NOVEMBER 7, 2016
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.
Vision Critical
OCTOBER 13, 2016
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.
Heart of the Customer
FEBRUARY 20, 2018
The post Your Quest for Survey Data May Be Hurting Your Company appeared first on Heart of the Customer. One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics.
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.
Vision Critical
MAY 10, 2016
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.
Helen Dewdney
MAY 6, 2016
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?
SuiteCX
MARCH 22, 2017
Companies are drowning in data and really don’t know what is important and what isn’t. Instead you have to get out of your company and interact with your customers in their environment. Brands are all touting customer experience but most are failing.
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?
Amity
AUGUST 5, 2017
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.
Michel Falcon Experience
NOVEMBER 14, 2016
When it comes to building a customer-centric company I know what systems need to be put into place to ensure you reach your goal. Regardless of the size of your company or industry I guarantee that these tactics will work for you too.
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.
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.
Vision Critical
APRIL 19, 2017
Companies like Nordstrom, Walmart and Dick’s Sporting Goods actually plan to open more stores in the next 12 months. One way companies are bucking the trend is by driving costs down. Other retail companies are placing their bets on experiential retailing.
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.
Magellan Solutions
JULY 2, 2017
There are insurance companies that are looking for outsourcing companies that will provide them the best service and will give them what they need. On the other hand, there are many outsourcing companies that provide claims processing support for insurance business.
SuiteCX
MARCH 22, 2017
Companies are drowning in data and really don’t know what is important and what isn’t. Instead you have to get out of your company and interact with your customers in their environment. Brands are all touting customer experience but most are failing.
CX Journey
AUGUST 16, 2016
Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers.
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