Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Verint Announces New CX Consulting Capabilities

Verint

Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.

Trending Sources

Rail Ombudsman is finally coming down the tracks – consultation closing soon

Helen Dewdney

Consultation closing soon. As this will require changes to rail companies’ Complaints Handling Procedures (CHPs), it is consulting on these changes. The consultation on this important issue closes on the 7 November 2017. Press release. Background.

How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers.

From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career

Michel Falcon Experience

The post From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career appeared first on Michel Falcon Customer and Employee Experience Expert If you’re reading this, you most likely have a career in customer experience.

Memorable WOW Experience Held Together by Coffee Stir Sticks

Michelli Experience

It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories.

Which Should Come First? The Employee or the Customer?

Michelli Experience

Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.”.

Through the Mirror of Your Customer

Michelli Experience

Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.”. In my opinion, many industries have been looking in the wrong mirror for a long time!

Why Companies Need to Bring Mobile Technology to the Marketing Table {Guest Post}

Michelli Experience

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses.

Make a Mouse: The Power of a Culture of Customer Experience Excellence

Michelli Experience

I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Take Starbucks as an example. . .

High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

Michelli Experience

While consulting at Mercedes-Benz, I watched this willingness to verbally commit to a course of action build incredible trust with employees and dealer partners. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. You might say I am on a “trust” kick. In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016).

Beware A Backlash From Too Much Tech {Infographic}

Michelli Experience

{Infographic} Customer Experience Speaker, Consultant, Author, or … A Robot

Michelli Experience

The post {Infographic} Customer Experience Speaker, Consultant, Author, or … A Robot appeared first on Joseph Michelli.

Which Should Come First?

Michelli Experience

Did you hear the one about the employee who was about to be recognized for his 20 th year of service, only for his supervisors to find that he hadn’t shown up for work in the last 6 years? If only this was the set-up for a joke and not reality ! Clearly that man’s employer should have created a culture that put “employees first,” right?

Leaving a Leadership Legacy

Michelli Experience

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Early in my career I was so excited “to be considered for work” that I didn’t understand the importance of due diligence when connecting your brand with someone else’s business.

Keys to Customer Experience Excellence | Driven to Delight

Michelli Experience

Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition.

Understanding the Customer Journey

Michelli Experience

I will admit it. I am old. I remember a time when people carried pieces of paper in their car to help them get around. We called those documents “maps” and we struggled to fold them back into place when we were finished using them.

How to WOW Customers Without Spending an Extra Dime {Infographic}

Michelli Experience

Customer Experience Speaker, Consultant, Author OR…A Robot

Michelli Experience

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Lead People Not Technology: Interacting to Succeed

Michelli Experience

Consulting in the C-Suite. My career as a customer experience consultant has given me access to some of the most remarkable CEOs, senior leadership teams, and frontline leaders at iconic global brands. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Renewed Year Customer Experience Focus

Michelli Experience

A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. Why else are we in business?

Soliciting and Using Customer Feedback: Learning Without Annoying

Michelli Experience

As someone who consults with companies on how to effectively listen and act on the feedback provided by customers, I thought it might be helpful to share a few best practices (which clearly many brands who attempt to engage me simply don’t utilize): Customer listening should be in the best interest of the customer, not the brand.

Why You Should Be A “Yes and” Leader In A “No but” World

Michelli Experience

Customer Experience Is… What, Exactly?

360Connext

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! “Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently.

Are Your Employees Engaged to Tell You the Truth?

360Connext

appeared first on Customer Experience Consulting. Blog Culture Featured communication culture Customer Experience customer experience consulting feedback innivation linkedin team-building

Where Has All The Loyalty Gone?

Michelli Experience

A Consultant’s View. Shelagh’s assessment of the decline of loyalty for the 50 plus segment resonates with my own experience as a consultant to leaders seeking to drive loyalty in their businesses. “Where Has All The Loyalty Gone? – Long Time Passing”.

Effectively Listening to Customers: Learning Without Annoying {Infographic}

Michelli Experience

Do Customers See Themselves in Your Brand Identity?

360Connext

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. The Power of Identity.

{Infographic} Getting More Referrals

Michelli Experience

Destructive Leadership Practices: Is Your CEO in Denial?

360Connext

” I started saying that after a particularly challenging consulting exercise. appeared first on Customer Experience Consulting. Blog Culture Customer Experience Featured customer experience consulting CXI employee engagement honest evaluation linkedin loyalty

Outsource Consultants Hires New Vice President of Global Sales

CSM Magazine

Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board.

It’s Not Easy Enough: Simplifying the Experience

Michelli Experience

If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available.

Does Service Impact Stock Price?

Brad Cleveland

According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. Follow Watermark Consulting for updates. Over a seven year period, the S&P 500 Index gained 51.5%.

Voices For Professional Services Consulting Fact Sheet

Confirmit

Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade.

{Infographic} Not Just Fast: Understanding a Responsive Experience

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. __. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience.

What’s Your Signature? The Importance of Defining Brand Moments

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

How to Stop the Revolving Door for Millennials at Work

Michelli Experience

In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996).

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there.

eBook 49

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. __. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience.