Companies showing great CX in the wake of natural disasters

Customer Bliss

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.

Companies that Cheat are Dull: How to Ensure That You Shine!

C3Centricity

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?

6 Actions to Build a Company that Would Make Your Mom Proud

Customer Bliss

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.

My Rock, My Story: How Irvine Company Uses a Customer Room for Employee Engagement and Accountability

Customer Bliss

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.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

Is Your Company Self-Aware?

360Connext

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

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

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.

Optimize Your Company’s Business Strategy With Customers In Mind

Customer Bliss

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.

How to Create a Local SEO Strategy for B2C Companies

ReviewTrackers

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.

B2C 175

How to Be a Low Effort Company

Comm100

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.

Achieving Success in a Small, Growing Company

Amity

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?

Being CCO Of A Privately-Held Company, With Nick Frunzi [CB10]

Customer Bliss

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.

What’s Wrong With This Company?

Steve DiGioia

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.

Why Are Some Companies Succeeding at Customer Experience?

MaritzCX

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.

PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

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.

Start a “Kill a Stupid Rule” Movement at Your Company

Customer Bliss

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.

For A Beverage Company, The Answer To ‘How To Build Brand Reputation’ Is Better Customer Service

Magellan Solutions

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.

Brands 136

Build a Customer Room and Engage the Company

Customer Bliss

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.

Every Company Should Practice What They Preach—We Do!

MaritzCX

At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise.

How Has CX Evolved and How Should it Impact Your Company’s Growth and Leadership?

Customer Bliss

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.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

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

What is Employee Branding? And Why Does Your Company Need It?

ReviewTrackers

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.

Brands 162

What Support Metrics Should SaaS Companies be Using?

Kayako

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.

4 Core Values of Any Great Company

MaritzCX

Only a minority of companies succeed.

4 Core Values of Any Great Company

MaritzCX

Only a minority of companies succeed.

4 Core Values of Any Great Company

MaritzCX

Only a minority of companies succeed.

Marketing Smarts Podcast: Is your company committed to customer experience?

Customer Bliss

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.

How an Energy Company Became Fanatical About CX

MaritzCX

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.

Companies Must Invest in Their Employees Now!

CX Journey

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.

Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

MaritzCX

Customers love a company because they perceive value in their interactions with its people, products, and services.

What the Best Companies Do That Yours Doesn’t!

Beyond Philosophy

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.

Why Are Some Companies Succeeding at Customer Experience?

MaritzCX

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.

What Story Got Told by Your Company’s Actions?

Customer Bliss

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.

Why Your Company Needs a Journey Room

CX Journey

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.)

Using Lead Generation To Acquire More Opportunities For Insurance Companies

Magellan Solutions

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.

11 Examples of Exceptional Customer Service From Companies That Walk the Walk

Promoter.io

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 […].

The 7 habits of Companies with successful customer-centric cultures

CloudCherry

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?

Companies ignore the post-purchase experience at their peril

Vision Critical

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.

How customer intelligence software helps companies fight the survey epidemic

Vision Critical

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?

Survey 188

Why shopper insight is a valuable ingredient for CPG companies

Vision Critical

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.