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

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.

Customer Service Consultant: 7 Ways To Make (Immediate) Customer Service Improvement

Micah Solomon

Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. Micah Solomon is a customer service consultant, customer experience consultant, speaker and the bestselling author most recently of High-Tech, High-Touch Customer Service.

{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.

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!

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. . .

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.

Beware A Backlash From Too Much Tech {Infographic}

Michelli Experience

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?

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.

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

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.

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?

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

Michelli Experience

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.

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.

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

Effectively Listening to Customers: Learning Without Annoying {Infographic}

Michelli Experience

{Infographic} Getting More Referrals

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.

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.

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

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.

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.

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

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.

Customer Value – Expanding across the 12 Standard Forms of Value

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. Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.”

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} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

Michelli Experience

Countering Terror with a Service Heart {Infographic}

Michelli Experience

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

ijgolding

The book is written by Carolyn Blunt (Managing Director of Real Results ) and Martin Hill-Wilson (Founder of Brainfood Consulting ). It is impossible to ignore the fact that customer service has gone all social on us.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Happiness is Not an App on a Mobile Phone {Infographic}

Michelli Experience

{Infographic} Winning Customer Experiences – Simple Matter of Trust

Michelli Experience

Client Experience Consulting Customer Experience customer loyalty Customer Value Joseph Michelli Trust Customer Experience Consulting The Michelli Experience ZapposThe post {Infographic} Winning Customer Experiences – Simple Matter of Trust appeared first on Joseph Michelli.

{Infographic} Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

Michelli Experience