Customer Bliss

MAY 22, 2019

3 Key Actions to Show Up as a Caring Company. So ask yourself: do you show up as a caring company? Align Around Experience beloved companies caring companies Cleveland Clinic customer respect hospitalIn lieu of a regular Daily Dose video, I want to share with you an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

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Customer Bliss

FEBRUARY 26, 2020

The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow. Here is one of my favorite stories about a company who takes the time to really know about the people who might join their team, learn if they jive culturally, and probe to hire people with “light behind their eyes” and empathy in who they are as people. Magazine named Pal’s to its list of “25 Most Audacious Companies.

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Customer Bliss

MAY 23, 2019

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. Exemplis, a company whose motto is, “being easy to do business with,” was looking for employees who had the personality to fit within the organization.

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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.

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Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Customer Satisfaction

Gainsight

APRIL 16, 2020

Unless you are in one of a few select industries — video conferencing, distance learning, security or certain healthcare companies etc. Much worse, companies are at high risk of losing the customers they already have.

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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.

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SmartKarrot

SEPTEMBER 18, 2020

Edtech companies have given it a new direction, a new dimension. This has led more and more EdTech companies to embrace the SaaS model , all thanks to its sundry benefits. The company then helps the more than 11,000 schools that use its services to analyze and act on the amassed data.

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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. But what she didn’t realize were the many moving parts that all were interdependent of one another: between her realtor, her mortgage broker and her escrow company. Make-mom-proud companies proactively build bridges for customers and with external partners.

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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. Any other companies you’ve seen doing great things in the wake of not-so-great Mother Nature moments?

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Speaker: Natasha Husein, Product Marketing Manager, Clever

When you’re building a Customer Education program, your efforts will largely focus on content creation and strategy. In the midst of that development, it’s easy to overlook another core component of your program: marketing. In this webinar, Natasha Husein, Product Marketing Manager at classroom learning technology company, Clever, will present her strategy for branding Clever Academy, and creating customer champions that drive widespread program adoption across its broad user base.

Brands

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. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people. Does a company core values list even matter, then? Why does a company core values list matter? The first tier of a company core values list.

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Customer Bliss

JUNE 17, 2020

We have seen that companies have the ability to be flexible and pivot swiftly, through uniting their organizations to focus on the most important things and deliver value that people need now to achieve their goals. If this can happen, then this time can become an opportunity for humanity to be woven into how companies operate and earn greater growth. The post This is the Time to Weave Humanity Into How Companies Operate and Earn Greater Growth appeared first on Customer Bliss.

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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 […].

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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.

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Leadership Company Groups Study 177

Advertiser: ZoomInfo

64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. Given data’s direct impact on marketing campaigns, reporting, and sales follow up, maintaining an accurate and consistent database is a top priority for B2B organizations. This latest eBook aims to help marketing leaders understand the impact of data management on their company’s ROI.

Data

Alon Ghelber

SEPTEMBER 20, 2020

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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. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they interact with the brand.

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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.

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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. . I couldn’t finish this review of companies that cheat the customer without mentioning some of the dishonest online practices. What's the solution to cheating companies? One company who has benefited from telling the truth – and there aren’t that many!

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Advertiser: Skilljar

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Report

SmartKarrot

SEPTEMBER 25, 2020

Recently, YourStory mentioned it as one of the topmost trends to be observed in SaaS companies in 2020, ranking up the worth of about $15.7 We have compiled the top 50 AI companies in the SaaS industry for you. The video communications company offers video conferencing services as a SaaS product to its users. Targeting the Apple devices specifically, the company offers different features through its SaaS model.

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Company Financial Travel Software 40

SmartKarrot

SEPTEMBER 25, 2020

Recently, YourStory mentioned it as one of the topmost trends to be observed in SaaS companies in 2020, ranking up the worth of about $15.7 We have compiled the top 50 AI companies in the SaaS industry for you. The video communications company offers video conferencing services as a SaaS product to its users. Targeting the Apple devices specifically, the company offers different features through its SaaS model.

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Company Financial Travel Software 40

Experience Investigators by 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

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Company Consulting Leadership Customer Experience 161

NICE inContact

MAY 13, 2020

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival. Whether a European organization is looking to expand into other European countries, or a U.S.-based

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The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Communication

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? I analyzed the happiness of consumers (based on the degree to which they agree with the statement “ I am typically happy “) and the Temkin Emotion Ratings ( a subset of the Temkin Experience Ratings ) that they gave to companies with which they’ve recently interacted.

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Astea

JULY 8, 2019

The post Astea Company Picnic 2019 appeared first on Astea. At Astea, we are all about bringing our employees together! On June 28th, employees from our Horsham, PA location gathered at Lukens Park for a day of food, drinks, networking and fun. Employees enjoyed socializing outside of the workplace and participated in competitive games of basketball, badminton and water balloon toss…ending in a water balloon fight to end the excruciatingly hot day!

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Company 76

Steve DiGioia

AUGUST 5, 2019

Not much because only the best companies do this. This post’s title says it all; the best companies do this even when they don’t have to. The post The Best Companies Do This Even When They Don’t Have To appeared first on Steve DiGioia. Customer Service proactive customer service thank the customer the best companies do this The Best Companies Do This Even When They Don’t Have To

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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. Research from Deloitte and Touche found that customer-centric companies were 60% more profitable than companies that weren’t focused on the customer. What do you want your company culture to be like? Amazon CEO Jeff Bezos had this to say when talking about the company’s culture. “

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Advertiser: ZoomInfo

When used effectively, a CRM can be the life blood of your sales team – keeping everyone organized, efficient, and at peak productivity. However, as a company, sales stack, and database grow, it becomes difficult to uphold structure and governance to keep a CRM up-to-date. The result? Less organization, more confusion, and fewer deals closed. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

Sales

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. The post Start a “Kill a Stupid Rule” Movement at Your Company appeared first on Customer Bliss. One-Company Leadership customer experience customer-centric culture kill a stupid rule oe company leadership

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Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. These are your high spenders, frequent buyers, and customers who have been active with your company for an extended period of time. Every company has an Ideal Customer Profile (ICP).

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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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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. Now, at least 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2012. B2C customer experiences have set the tone of CX transformation.

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Communication

The DiJulius Group

JUNE 24, 2020

1. Feature Article How to Get Company Wide Buy-In By Jess Pischel, Customer Experience Consultant When you are making a change or implementing a new project, it is inevitable that you will have some individuals or departments that are resistant to the new plan. The post How to Get Company Wide Buy-In appeared first on The DiJulius Group. Implementation & Execution Training To Provide A World-Class Customer Experience World-Class Leadership buy in company results

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