Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. Today, my passion is helping businesses become loved by establishing customer focus as a core value. appeared first on CloudCherry.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

VDS

JULY 22, 2020

Since employees are working from home, investments in videoconferencing and collaboration software are essential for everyone. Leaders need to leverage tools to connect with their teams like video conferencing tools (i.e. The post BUSINESS CONTINUITY: HOW TO KEEP THE CUSTOMER CONNECTION ALIVE appeared first on VDS.

Connections 52

Connections How To Contact Center Policies 52

Comm100

FEBRUARY 6, 2023

Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected.

Financial 191

Financial Trends Self Service Customer Experience 191

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CX (Customer Experience) has been around for years. Follow on Twitter: @Hyken.

Customer Service 136

Customer Service Employee Experience Customer Service Training Strategy 136

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. We are devoted to developing and growing our business around the Amazon Connect ecosystem. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 98

B2B Customer Experience Roadmap Culture 98

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again!

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

Experience Investigators by 360Connext

DECEMBER 17, 2019

Here, I share some ideas for ways to use your customer journey map to get you moving today and keep you moving tomorrow. #6: 6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

ShepHyken

OCTOBER 29, 2019

Everyone in a company, from executives to frontline employees, must have a CX mindset—an attitude of service and a desire to make their customers’ lives better. There is a correlation between how employees feel at work and the quality of work that they do. Studies show that companies that invest in the employee experience are 4.2

Employee Experience 82

Employee Experience Culture Connections Technology 82

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Customer focus must be designed with empathy.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. The danger is an automated experience can commoditize the company. Often, it’s the human and emotional connections that drive repeat business and loyalty.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

Horizon CX

SEPTEMBER 10, 2020

While the term “Customer Experience”, in some instances, has become overused and universally applied to any role that involves customer interaction, its fundamental core is an essential and simple understanding: customers have needs and money, you have a product and/or service, and you want to make a trade.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX). Follow on Twitter: @Hyken.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This is a question I get all the time.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

NOVEMBER 23, 2020

Chewy.com has an amazing reputation for great service, great products and compassion for their customers. Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. We look at their employee experience.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. How does that connect to the roles inside your organization? Hence, the employee comes first. Why should people come to work for you?

Contact Center 104

Contact Center Employee Experience Employee Engagement Training 104

CX Journey

APRIL 5, 2017

Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience. Thou shalt put employees more first.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Developing happy and pleased employees has a four-part formula: 1.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. How does that connect to the roles inside your organization? Hence, the employee comes first. Why should people come to work for you?

Contact Center 82

Contact Center Employee Experience Employee Engagement Training 82

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. The Solution: Create systems that employees will value. Old systems don’t connect the data between customer and experience.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Last month I shared 6 key questions related to the importance of engaging your people in improvement activity.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017.

Case Study 152

Case Study Airlines Conference Wait Times 152

Michel Falcon Experience

OCTOBER 10, 2014

I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience. It’s not enough to simply create a slogan and hope that it resonates with your employees and customers. It’s really about human connection.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. How does that connect to the roles inside your organization? Hence, the employee comes first. Why should people come to work for you?

Contact Center 73

Contact Center Employee Experience Employee Engagement Training 73

ShepHyken

APRIL 6, 2020

This article explores different ways to deliver value-added content that enhances the customer experience. Video can tell, sell and connect with your customers. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. My personal favorite on the list is the use of video.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

Beyond Philosophy

APRIL 15, 2019

Suttle says you should take the approach to change that customers have lifetime value. Moreover, there is a link between that emotional connection customers feel for you and the dollars they spend with you. then it will reflect in your employee’s behavior towards customers.

Culture 115

Culture Customer Service Leadership Airlines 115

Customer Bliss

AUGUST 23, 2018

Now, if you’ve been listening to my podcast or reading my posts, you know that customer experience is also largely affected by the employee experience as well. There’s now a customer focus group at C2C made up of senior leaders to help drive the future direction of the strategy.

Transportation 129

Transportation Industry Management Guidelines 129

ShepHyken

AUGUST 24, 2020

As you read this, keep in mind, you must maintain the balance between what you do in the digital world and how you connect in the human-to-human world. LegalScoops) Here are actionable tips that can be employed to successfully maintain and grow client relationships, which results in a profitable customer base for your law firm.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Survey 68

Survey How To Culture Leadership 68

Beyond Philosophy

DECEMBER 5, 2017

First, it demands a belief that emotions are the most significant influence (over 50%) of the outcome of a Customer Experience. Second, it involves a commitment to a customer focus. Moreover, the employers appear to do nothing to relieve their employees.

Call Center 111

Call Center Contact Center Training Study 111