Steve DiGioia

FEBRUARY 1, 2021

If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments (..)

Groups 328

Groups Customer Experience Industry Customers 328

Integrity Solutions

APRIL 23, 2024

But they lack experience and are far from finished products. They provide peer mentors. role play) experiences and encouragement they receive is very valuable. The reality is, the vast majority of NFL Draft picks will make marginal or even no impact on their new teams in their first year. The results aren’t always pretty.

Culture 60

Culture Sales Leadership CRM 60

One Millimeter Mindset

OCTOBER 26, 2022

John respected my professional focus of speaking, mentoring, coaching and consulting about discovering and owning your professional legend. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |. John was gone by the time I returned. It always seems to go that way, doesn’t it?

Consulting 85

Consulting Innovation Travel Leadership 85

One Millimeter Mindset

JANUARY 18, 2023

This blog (and my speaking, consulting and mentoring programs) are not a place to find quick fixes, easy tips, or lists and templates to crush quotas, fulfill KPIs, or manage projects. You may be surprised by the breadth and depth of what you see, hear, feel, and experience. Interestingly, as you observe and record (in journal form?),

Consulting 93

Consulting Innovation Leadership Meeting 93

CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees.

Customer Service 52

Customer Service Handbook Tips Customer Service Representative 52

One Millimeter Mindset

OCTOBER 12, 2022

. | Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |. A speaker and consultant, Babette leverages her own professional, cross-functional experience in new product development and market research to become your concierge mentor.

Consulting 102

Consulting Innovation Leadership Analysis 102

One Millimeter Mindset

SEPTEMBER 14, 2022

. | Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |. A speaker and consultant, Babette leverages her own professional, cross-functional experience in new product development and market research to become your concierge mentor.

Innovation 84

Innovation Social Media Consulting Travel 84

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. Acknowledge.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

One Millimeter Mindset

FEBRUARY 8, 2023

This observation goes for their experience of me, as well. And while we just might not want to share with each other, those experiences undeniably forge us into different people. In my interactions with colleagues and clients, I realize that they do not seem to be the same people they were “before“ the events of the past few years.

Meeting 91

Meeting Consulting Innovation Leadership 91

One Millimeter Mindset

FEBRUARY 15, 2023

Internal and external customers may dread, rather than anticipate, the daily experiences you create. However, their hard charging professionalism includes creating memorable, positive, and enduring experiences for clients and colleagues. These are solid professional attributes to bring to the workplace each day.

Consulting 85

Consulting Innovation Leadership Meeting 85

One Millimeter Mindset

DECEMBER 28, 2022

We remain united by our experiences of some form of angst, anguish, and suffering over the past two years. What has been your experience as you reunite with friends and colleagues? Another common denominator my colleagues and I shared together is how much we continue to experience happiness and joy together.

Travel 87

Travel Consulting Innovation Leadership 87

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

One Millimeter Mindset

MARCH 22, 2023

However, in reality, they can mis-translate relative to their own experiences working with other professionals like you. With everyone relying on discipline-specific professional terminology each day, is there time devoted to translation of your word choices? Otherwise, people may hear what you say and think they understand what you mean.

Consulting 75

Consulting Innovation Leadership Communication 75

CX Accelerator

NOVEMBER 26, 2021

As I like to say, "life is made up of experiences." We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. I’m grateful for the experience I had this year working on a really interesting project with Shane Goldberg. What experience are you grateful for this year? Keith Kmett.

Hospitality 182

Hospitality Travel Healthcare Conference 182

CX Accelerator

NOVEMBER 26, 2021

As I like to say, "life is made up of experiences." We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. I’m grateful for the experience I had this year working on a really interesting project with Shane Goldberg. What experience are you grateful for this year? Keith Kmett.

Hospitality 182

Hospitality Travel Healthcare Conference 182

Hero Digital

DECEMBER 16, 2020

To help uplift students’ awareness and problem-solving skills to prepare them for this future, Hero Digital — a digital customer experience company that believes “what’s good for people is good to business” — is proud to announce its partnership with Makers + Mentors Network , a STEM Initiative of Citizen Schools.

Financial 98

Financial Banking Study Technology 98

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. And the job of employees is to serve to satisfy the customer. And the job of employees is to serve to satisfy the customer. The mission is to TAKE CARE of the customer. Instead, have customer service education. Have mentors and coaches. And, yes, educate everyone.

Customer Service Training 78

Customer Service Training Training Customer Service Loyalty 78

Storyminers

APRIL 17, 2019

That was the promise of StoryMiners’ PIVOT ON PURPOSE interactive workshop for the Georgia Mentor Protégé Council. Mike Wittenstein speaks at Georgia’s Mentor Protégé Council. Expressing strategy as a story and/or as an experience is one of the fastest and surest ways to earn alignment throughout any organization.

Case Study 100

Case Study Study Groups Strategy 100

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Set up a good mentor program. Collaborate with your team.

Training 213

Training Culture Customer Service Training Customers 213

One Millimeter Mindset

MARCH 8, 2023

Do you know which one (or more) of your own qualities transformed due to your experiences since 2020? Which experience may contribute to this “new” set of behaviors? Why do this exercise today, tomorrow, and moving forward? Moving forward post-pandemic, our professional qualities changed.

Consulting 75

Consulting Innovation Exercises Meeting 75

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Calabrio

JANUARY 12, 2020

Under her guidance and watchful eye—and by tapping her extensive SaaS experience—Jenny flawlessly implemented a framework and the many processes Calabrio needed to operate as a scalable and global company. Despite heady challenges, that’s exactly what Jenny did. Jenny’s become a trusted resource, both inside and outside of Calabrio.

Financial 130

Financial Exercises Software Contact Center 130

Gainsight

MARCH 4, 2022

They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. As we looked back over the 2020 season, we realized there were incredible insights on customer success and life in general as people adjusted to a different work-life balance. The Importance of Mentors.

Culture 97

Culture Customer Success Healthcare Study 97

Zeisler Consulting

MARCH 5, 2024

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” As my career has evolved into Customer Experience, that’s a sentiment (and catchphrase, for that matter) that I’ve carried along with me.

Hotels 93

Hotels Conference Policies Customer Centricity 93

Playvox

MARCH 21, 2022

They value hard work and are naturals at building relationships, making them eager to nurture your customer experience. Baby Boomers have had a lot of work experience — an average of 12.4 Baby Boomers have had a lot of work experience — an average of 12.4 They want to feel that this experience is valued in the workplace.

Contact Center 82

Contact Center Training Technology Policies 82

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. And the job of employees is to serve to satisfy the customer. In the end, training instructs students on how to TAKE CARE of the customer. In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University.

Customer Care 78

Customer Care Training Customer Service Training Interaction 78

CSM Magazine

DECEMBER 21, 2022

For instance, some segments of the customer service industry have an attrition rate of 50%. This can negatively impact customer experience and affect a company’s bottom line. Businesses should also make sure that customer service agents feel valued as members of the team, and that their efforts are recognized.

Industry 52

Industry Customer Service Customer Service Representative Culture 52

One Millimeter Mindset

APRIL 19, 2023

It is a thrilling, memorable, and enduring experience. One Millimeter Mindset | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Mentor | How do you become more professionally visible, cross-functionally relevant, and strategically valuable to people who solve problems differently than you do?

Consulting 89

Consulting Innovation Leadership Meeting 89

ShepHyken

JULY 28, 2020

The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.

Competitive Advantage 107

Competitive Advantage Culture Training Customer Service 107

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Training Exercises Feedback 98

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Digital Customer Service technology captures previously-unavailable contextual data about engagements.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No No pressure!)

eBook 52

eBook Leadership Omni-Channel Innovation 52

Calabrio

NOVEMBER 8, 2019

Under her guidance and watchful eye—and by tapping her extensive SaaS experience—Jenny flawlessly implemented a framework and the many processes Calabrio needed to operate as a scalable and global company. Despite heady challenges, that’s exactly what Jenny did. Jenny’s become a trusted resource, both inside and outside of Calabrio.

Financial 100

Financial Exercises Software Contact Center 100

Calabrio

NOVEMBER 7, 2019

Under her guidance and watchful eye—and by tapping her extensive SaaS experience—Jenny flawlessly implemented a framework and the many processes Calabrio needed to operate as a scalable and global company. Despite heady challenges, that’s exactly what Jenny did. Jenny’s become a trusted resource, both inside and outside of Calabrio.

Financial 100

Financial Exercises Software Contact Center 100

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71