The Best Companies Hire These 3 Positions

Steve DiGioia

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.

The 7 habits of Companies with successful customer-centric cultures


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 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!


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?

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team.

Do Companies Like Net Promoter Score?

Experience Matters

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.

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.

Why You Need To Establish Your Company Core Values List

Customer Bliss

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?

Happiness Affects How Consumers View Companies

Experience Matters

I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?

Is Your Company Self-Aware?


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


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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

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.

Large Companies Lack Purposeful Leadership

Experience Matters

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.

Are tech companies the biggest threat for traditional banks?


There seems to be a bigger threat to banks coming from a different direction, namely tech companies. How Tech Companies Are Moving into the Financial Space. Tech companies in the West are also making small yet significant strides into the banking space.

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.

Live Chat Mistakes Companies Make And How To Avoid Them


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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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.

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

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


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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AskNicely named NZ Emerging Company of the Year


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.

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.

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

In a business landscape with many iconic companies, many organizations struggle with how to become noteworthy. This webinar will explore how a professional or an organization can create distinction to stand out in their industry.

Florida Power & Light and Southern California Gas Company Lead Utilities in Customer Experience

Experience Matters

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 […].

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.

How to Be a Low Effort Company


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.

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 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.

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.

Why the retail apocalypse is really a renaissance, and what your company can do about it

Vision Critical

To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte. If the retail apocalypse is to be avoided, companies should obsess about four activities: 1. The retail apocalypse may just have to wait.

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Do You Know the Power Core of Your Company? How to Determine and Dance with the Power Core

Customer Bliss

Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. Do you know the Power Core of your company? You may be a product-driven company—especially in a lot of technology companies.

Why Are Some Companies Succeeding at Customer Experience?


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.

Achieving Success in a Small, Growing Company


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?

The Future of Customer Experience for B2B Companies


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.

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4 Core Values of Any Great Company


Only a minority of companies succeed.

PPV Customer Service Case Study: Cable Company Avoids a TKO


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.

Ten Questions to Help Measure a “Beloved Company”

Customer Bliss

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.

4 e-Newsletter Tips To Ensure Your Company’s Success

QuestionPro Audience

You want every interaction with your customer to show your company in the best light, and this is any easy one to execute.

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Are You a Company of Believers?

Customer Bliss

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?

Every Company Should Practice What They Preach—We Do!


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

Why Smart Tech Companies are Focusing on Baby Boomers

QuestionPro Audience

Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them. Evelo, an electric bike company, targeted the boomer market and saw a surge in sales. There are currently about 75 million baby boomers (born between 1946 and 1964) in the U.S.,

4 Core Values of Any Great Company


Only a minority of companies succeed.

4 Core Values of Any Great Company


Only a minority of companies succeed.