ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. This question, of course, has two dimensions.

Leadership 86

Leadership Self Service Customer Service Trends 86

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Michelli Experience

JANUARY 26, 2016

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. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Experience Investigators by 360Connext

AUGUST 22, 2023

If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn. In the course, I share examples of what your mission statement can look like. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Customer Bliss

MAY 4, 2017

Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. There was a psychological reason for this, of course: business to business customer experience is often about “the body slam,” or B2B becoming the hero. Do you agree? What do you think?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals. We got you. Get real about goals. But collecting is not enough.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

InteractionMetrics

AUGUST 31, 2020

So now more than ever, companies need insightful employee satisfaction metrics. Employee satisfaction metrics show managers how they can keep everyone safe, which technologies to invest in, and what hours to stay open. These different situations impact the customer satisfaction metrics you need to track. Here are a few pointers.

Metrics 52

Metrics Survey Leadership Measurement 52

PeopleMetrics

APRIL 12, 2017

It's easier to sell a metric to leadership if other high-performing institutions are using it. If your choice of metrics requires a 100-page manual or a three-credit course at a local university, then it's likely you've chosen the wrong one. A metric that everyone understands is a metric that everyone can act on.

Metrics 87

Metrics Customer Experience Banking eBook 87

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Many manufacturers underinvest in leadership development. Leadership success profiles and role cards can help.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Customer Bliss

NOVEMBER 7, 2017

Align Leadership and Company Around One Goal: A Shared Vision. Find a common outcome metric for everyone to look at and use to gauge success. And of course, take some time to check out some of our older episodes! At Hunter Douglas, executives aligned around the top goal for the company, which was to improve customer experience.

B2C 111

B2C Leadership Customer Experience B2B 111

Customer Bliss

NOVEMBER 7, 2017

Align Leadership and Company Around One Goal, A Shared Vision. Find a common outcome metric for everyone to look at and use to gauge success. And of course, take some time to check out some of our older episodes! At Hunter Douglas, executives aligned around the top goal for the company, which was to improve customer experience.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been. Of course, it’s not just one metric. Just starting out?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. It demands proactive leadership that understands the importance of customer experience as a strategic imperative. That, of course, is simply wishful thinking.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Amity

MAY 24, 2016

As rewarding as it is, we understand that Customer Success Leadership is multifaceted and can be challenging -- thus, we asked 14 Customer Success Leaders: “What does it take to be successful in Customer Success Leadership?” ” “Great customer success leadership means setting an example for your team.

Leadership 84

Leadership Customer Success Customers Course 84

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Roles and Structure The titles and the structure you will be giving to your CX team will of course depend on the size of it, and ultimately on the size of your organization. Pro tip : If your customer journey is mostly digital (e.g.,

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ChurnZero

MAY 3, 2022

Check out her channel to see how this approach leads to innovative ideas for customer engagement, digital transformation, and customer-centric leadership. Customer Experience Metrics Will Improve Your Company’s Performance. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). 5: ChurnZero.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

InMoment XI

NOVEMBER 2, 2022

Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. Let’s get into it! What Is CX Design? The idea of CX design was relatively simple for many years.

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Thematic

FEBRUARY 11, 2024

Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas. Of course, any conversation about AI also needs to talk about trust. By using a 3-month rolling graph, they reduced volatility in metrics. But they need to be managed centrally.

Conference 62

Conference NPS Hotels Self Service 62

CX Journey

DECEMBER 28, 2017

Kumar recommends progress tracking with metrics: He asks his protégés to use a scale of 0 to 10 to rate their success at several points throughout their partnership. In Cruzado’s experience, mentoring partnerships start off with great enthusiasm, but require maintenance and course correction to stay fresh over time. Track Progress.

Leadership 91

Leadership Guidelines Exercises Feedback 91

ImprintCX Articles

MARCH 4, 2024

As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the same way. Boards still must deliver on profit and revenue metrics. Once you have leadership on your side, bringing the rest of the organisation on the journey becomes much easier.

Leadership 52

Leadership Metrics Exercises Government 52

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact. This customer experience course is an actionable overview for making CX a team sport company-wide.

Sports 71

Sports Customer Experience Handbook Case Study 71

Experience Investigators by 360Connext

AUGUST 19, 2020

Your outcomes have to relate back to your overall business and leadership goals . Depending on the feedback systems and metrics you have in place, a measurable version of this could be: Increase Promoters by 5%, as measured by our Net Promoter Score program. Remember those leadership goals we talked about? Measurable.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

NICE inContact

MARCH 13, 2019

So, like my dog, your leadership team and your front-line employees will both need to wait for that performance insight! When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning. Automate your analysis process.

Report 136

Report Management Average Handle Time Gamification 136

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. Transitioning from the contact center to CX leadership. We’ll have to course correct, but this is where we’re all trying to get to and here’s how we want to try to get there. It’s not about you…and other wisdom on CX leadership.

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

Customer Bliss

JUNE 26, 2019

Amazon Prime has two key metrics. Unlike many of our dashboards which have 3-point type, so we can cram more and more into our dashboards, they simply have two metrics that their customers care about—number 1—Do you have what I want and need? Of course you wouldn’t. And—number 2—will you get it to me when I need it? [For

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How To Video Course Metrics 201

Experience Investigators by 360Connext

NOVEMBER 19, 2019

We can attend the lectures of great professors via MOOC (Massive Open Online Courses) or we can learn how to fix your faucet leak from a great plumber on YouTube. After acquiring Lynda.com a few years ago, LinkedIn Learning has courses on everything from graphic facilitation to playing the piano!

Customer Journeys 110

Customer Journeys Course Leadership Tools 110

Zeisler Consulting

JUNE 30, 2021

Not out of your top-line metrics, at least. That’s awesome, and I’m sure the entire leadership team is intrigued. The goal of your overall CX program, of course, should be to take that action.) And I’ll tell you why: Because you’re not getting anything out of it. Naturally, that requires investigating.

Effort Score 93

Effort Score NPS ROI Case Study 93

delighted

JULY 13, 2021

going through a training course, applying for an internal role, or submitting an IT ticket). Regardless of whether a survey is relational or transactional, effective employee surveys have similar anatomy and contain three main components: An outcome metric, driver items, and open-ended questions. In our view, this is misguided.

Survey 98

Survey Metrics Employee Engagement Measurement 98

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. The Role of Leadership in NPS. Leadership is another integral part of the NPS success.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type. CCXP Struggles.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Alida

APRIL 27, 2018

Practice mindful leadership. “Leadership matters. ” Mindful leadership is about managing change, staying resilient and inspiring growth to create happier employees and better workplace ecosystems, which leads to improved productivity. Improve the change fitness of leadership and the organization.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Great customer experience means better business results.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Zeisler Consulting

NOVEMBER 10, 2021

That project, naturally, had a few internal, operational top-line measures of effectiveness and metrics to gauge progress. They baselined the question within a week and found a very strong correlation between their Customers’ answers to that specific question and their internal metrics. (The

Effort Score 93

Effort Score NPS Metrics Measurement 93

Zeisler Consulting

SEPTEMBER 13, 2022

Because they’d trickle in over the course of several weeks to a month, the picture and insights from one day’s experiences would be diluted and confused with those of later days. In fact, some of the leadership team was leery of even broaching the subject of changing the way the metric was reported, knowing he’d not like it.

Data 72

Data Survey Metrics Report 72