CX University

SEPTEMBER 27, 2018

In other words, employee engagement initiatives are successful when they become a competitive advantage for the business — for both customers and employees, for Employee Value Proposition and Customer Value Proposition. . Listening: How to Receive and Process Employee Feedback. This uniqueness is a valuable discovery in itself.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

SurveySensum

JUNE 24, 2023

6 Simple Steps for Measuring Customer Satisfaction Challenges and Pitfalls to Avoid While Measuring Customer Satisfaction Biased or Unrepresentative Samples Incomplete or Inaccurate Data Collection Overlooking Qualitative Feedback Failure to Act on Customer Feedback Lack of Integration Across Departments To Sum Up!

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Effort Score 52

Helpt

FEBRUARY 14, 2024

The Process of DDDM Data Collection : Gathering relevant data from diverse sources, including internal databases, social media, and customer feedback. Continuous Learning : DDDM is not a one-off exercise but a continuous process, adapting and evolving as new data emerges.

Data 52

Data Analytics Social Media Analysis 52

Maru Group

MAY 19, 2020

It is critical that we capture feedback on both ends of the spectrum. Take Concept Connections , our break-through concept testing methodology; it uses choice-based exercises, implicit measurement, and our proprietary Brand Emotion System 1 tool to uncover white space opportunities. Unifying behavioral and emotional analysis.

Analysis 52

Analysis Competitive Advantage Exercises Metrics 52

West Monroe

MARCH 13, 2023

They use abundant historical sales and order data, as well as competitive data to segment customers and test, optimize, and manage pricing for each segment. As a result, they enjoy competitive advantages in margin, upselling/cross-selling, order conversion, customer experience, customer lifetime value, and other key sales metrics.

Software 52

Software Data Strategy Competitive Advantage 52

Help Scout

JUNE 30, 2021

Companies that can work effectively — no matter where their teams are — have a true competitive advantage, particularly when normal office routines are disrupted by world events. Build in buffer time for time zone differences when setting deadlines or requesting feedback. Get some exercise, do some chores, or take a nap!

How To 134

How To Meeting Video Culture 134

InMoment XI

MAY 31, 2022

Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. Gather Customer Data. Good luck on your journey!

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

Help Scout

AUGUST 17, 2021

You could have your team apply knowledge when they’re learning by creating exercises like practice client calls, where you set a basic scenario and have them play it out. It also allows you the ability to provide feedback in real time to help further refine understanding. Tip #2: Segment based on product/service (if possible).

Financial 80

Financial Tips Company Customer Service 80

Help Scout

MAY 21, 2019

Yet according to McKinsey, “In many cases, the customer — not the competition — is the key to a company’s prospects.” Looking at your competitors might define your competitive advantage — i.e., what do you do better than them? Developing a value proposition requires awareness of a range of factors, including: Customer feedback.

Examples 40

Examples Hotels Hospitality Travel 40

Gainsight

NOVEMBER 18, 2019

A focus on CX creates a competitive advantage that drives customer retention, revenue expansion and enterprise valuation over time. Closed-loop follow up percentage (after negative feedback). It is a simple feedback mechanism that asks, “How likely are you to recommend [company] to a friend or colleague?”.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Service Untitled

OCTOBER 7, 2010

In this part, Doria talks more about the American Express culture, share some things are unique to American Express call centers, talks about how American Express engages with social media and gathers customer feedback, and finally, how she interacts with customers personally. Question: How do you gather and then use customer feedback?

Social Media 44

Social Media Customer Care Call Center Competitive Advantage 44

Service Untitled

OCTOBER 8, 2010

Service Untitled The blog about customer service and the customer service experience.

Loyalty 41

Loyalty Competitive Advantage Loyalty Programs Exercises 41

Service Untitled

OCTOBER 11, 2010

Leave a Reply « The value of roleplaying in customer service training Customer loyalty needed to maintain competitive advantage » Subscribe for Free with RSS Featured Posts Improve a Department in Four Steps Poach Good Service Employees The Big List of Things Not to Say Recent Posts Customer service a lot less friendly in the skies Look (..)

Hotels 46

Hotels Travel Culture Competitive Advantage 46

Magellan Solutions

APRIL 4, 2024

Take advantage of this essential tool to transform online interactions and exceed consumer expectations. What if a single strategic move could unlock that powerful competitive advantage? This exercise can help you refine scripts, address knowledge gaps, and ensure consistent messaging across your team.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

Totango

JUNE 4, 2019

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. Be sure you are capturing feedback at multiple levels as well.

Voice of Customer 77

Voice of Customer Net Promoter Score Feedback Competitive Advantage 77

Russel Lolacher

APRIL 24, 2023

So that whole experience is one where, you know, the leader, and it happened to be me at the time, exercise their responsibility as a coach, but did it in a way that was caring and sharing? They hate feedback. And they said to you, okay, that’s not normally who you are. And in no way did it embarrass the person.

Culture 52

Culture Leadership Employee Engagement Consulting 52

Integrity Solutions

DECEMBER 21, 2022

Shifting mindsets by providing “aha” moments that connect at an emotional level, versus just an intellectual exercise. They’re looking for development opportunities, recognition for performance and a continuous feedback loop (not an annual review…) from their managers.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

Lumoa

APRIL 24, 2018

Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. So while I'd recommend this as a tool for those who want to gather the right feedback, I wouldn't say it's the only one. Knowing the “why” behind the number and how to use it to gain a competitive advantage is another.

System 338

System Effort Score NPS Net Promoter Score 338

AWS Machine Learning

MARCH 28, 2024

A number of techniques are typically used to improve the accuracy and performance of an LLM’s output, such as fine-tuning with parameter efficient fine-tuning (PEFT) , reinforcement learning from human feedback (RLHF) , and performing knowledge distillation. He focuses on generative AI, AI/ML, and Data Analytics.

Innovation 109

Innovation Telecommunications System Travel 109

AWS Machine Learning

MAY 1, 2024

We value customer feedback and are always looking to engage with ML practitioners and builders. Marco is based in Seattle, WA and enjoys writing, reading, exercising, and building applications in his free time. Feel free to leave comments or questions in the comments section. Armando Diaz is a Solutions Architect at AWS.

Training 77

Training Data How To Competitive Advantage 77

Education Services Group

DECEMBER 10, 2019

We know that we eat a lot of bad food and we don’t exercise enough. But think about how complicated we make the concept of health, with all the superfoods and the magic ingredients and crash diets and pseudoscientific exercise clothing. We know that the simple solution is to eat more vegetables and move around more. Part 2: Strengths.

Customer Success 40

Customer Success Exercises Sports Competitive Advantage 40

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. This year’s crop of candidates was quite competitive. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. Clarabridge. The result: happy, loyal customers. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

RapportBoost

DECEMBER 10, 2018

So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. And when you get meaningful feedback, you have the responsibility and privilege to be the recipical for that. It is just a great visual reminder of ‘you are the voice of the customer’. Tony: Wonderful.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ViiBE Blog

MAY 10, 2021

It entails various means of communication, be that support, client engagement, or company updates, and can be exercised both in-person and through the company’s media platforms. Customer service is the direct interaction between the company and the customer.

Customer Service 52

Customer Service Social Media Competitive Advantage Poor Customer Service 52

SurveySensum

MAY 11, 2023

You should attend quickly to their feedback, understand where you have gone wrong, and rectify it at the earliest. Now that you have launched the survey and gathered the feedback, it’s time to calculate the NPS Score. Use the insights from the benchmarking exercise to identify areas where you can improve the customer experience.

NPS 52

NPS Retail Net Promoter Score Effort Score 52

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Close the loop with individual or group of customers to respond to their feedback. What is Voice of the Customer (VoC)?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40