SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

ChurnZero

FEBRUARY 26, 2021

Put simply, Customer Success does a lot of things for a lot of people. As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. It’s a huge [customer] lifecycle,” says Matt.

Customer Success 59

Customer Success Company Management Roadmap 59

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Try it and see. #cx

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Talkdesk

MAY 23, 2019

I was huge fan of exercising quality and consistency in the public context of Twitter and Facebook. So, I still think we’ve got a fairly traditional culture which needs to be transformed, and as such, there’s still a lot of people who are just working harder rather than working smarter. Social has come and gone.

Contact Center 44

Contact Center Consulting Groups Brands 44

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

ClearAction

JANUARY 20, 2020

Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. What gets rewarded is the strongest shaper of company culture. From customers’ viewpoint, ease-of-doing-business may be the ultimate metric. Aim for ease-of-doing-business consistently from customers’ viewpoint.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

RapportBoost

DECEMBER 10, 2018

And it just breaks my heart because on the whole, it is not the fault of the technology, it is the fault of the implementations and knowledge, and the culture that underlies in. And of course that leads to higher service quality and productivity which leads to higher customer satisfaction, which leads to higher self-retention.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ClearAction

JANUARY 20, 2020

Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise. What gets rewarded is the strongest shaper of company culture. From customers’ viewpoint, ease-of-doing-business may be the ultimate metric. Aim for ease-of-doing-business consistently from customers’ viewpoint.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash. These programs can also build long-term customer loyalty— the biggest revenue driver of all.

Data 40

Data Effort Score Contact Center Voice of Customer 40

Thematic

SEPTEMBER 22, 2021

Discourse Analysis Discourse analysis is used to get a thorough understanding of the political, cultural and power dynamics that exist in specific situations. Most organizations have now invested in Voice of Customer programs , support ticketing systems, chatbot and support conversations, emails and even customer Slack chats.

Analysis 111

Analysis Data Feedback Analytics 111

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), It’s the first trait we look for when hiring and it’s ingrained in our company culture.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”

Tips 71

Tips Customer Centricity Feedback Social Media 71