December, 2018

How Your Business Can Quickly Adopt a Customer First Strategy


Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy.

Improve Your Customers’ Lives, Then Earn the Score

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done.

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7 questions about Net Promoter Score surveys - Bill Macaitis


Net Promoter Score in the eyes of a marketer. We had a discussion with Bill Macaitis, a man behind Slack, Zendesk and Salesforce marketing about what NPS surveys can bring to your company. RSS generated with FetchRss

40 Customer Retention Statistics You Need to Know


Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Retail Auto: Carmaker Mega-Bonus Incentive Programs Prompt Dealership Behavioral Changes


There’s a “cultural,” or if you will, “behavioral” change going on at car dealerships being driven by a source that might surprise many.

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More Trending

The Secrets to Growth. How to Get New Customers


This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in.

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CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

Customer Centricity: 10 strategies to implement in 2019


Start 2019 with these 10 simple steps and build the fundamentals of your customer-centric culture. Nurture customer centricity in your company and lead your organization through the customer-centric transformation. RSS generated with FetchRss

How to Measure Customer Satisfaction With CSAT


Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Everything You Need to Know About Mystery Shopping in Under 90 Seconds [Video]


Watch now! A 1 minute and 20 second overview of what your business can gain from implementing a mystery shopping program at all of your locations

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Commonly Asked Customer Experience Questions Part 1: How Do I Increase Response Rates? Should I Shorten My Survey?


This is the first part of a three-part blog series. It is December and that often means looking back over the past year. I’ve been doing a bit more than that. I’ve been looking back over my 20+ years of various research consulting roles within MaritzCX.

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3 Actions to Unite Internal and Customer-Facing Departments + Downloadable Audit

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

CX Leaders’ Employees Feel Prouder & More Appreciated

Experience Matters

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.

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The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

RFP Questions to Ask About AI in the Contact Center


You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence?

How to Handle Live Chat Customer Service During the Holiday Rush


Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

3 KPIs To Track if You Want to Boost Your Customer Experience


What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Well, then you’ve come to the right place.

Building a referral program in Salesforce


One of the best ways to engage with your happiest customers is to invite them to refer a friend or colleague (especially if they’ve just filled in a Net Promoter Score survey saying they’d happily do exactly that!).

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

I came across a Forbes article that explored how CX is being looked at in the telecoms industry, and it stated that, “more and more, telcos are concerning themselves not just with whether things work from a technical standpoint (“Does my cell phone have a signal?”), but with the emotions of the customer (“Am I having fun watching this video – or feeling impatient and frustrated?”),” and I couldn’t agree more. In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. C&W is a full-service communications and entertainment provider, operating in the Caribbean and Latin America, and Alvin manages the consumer service delivery workforce across 17 Caribbean markets. Unite the Silos Under a Shared Vision. Within Alvin’s first 90 days in the role, he brought in the top leaders from all of their 17 markets in the Caribbean and Latin America to get everybody on the same page. Through a workshop that lasted a few days, he clarified what CX is and asked them to participate in creating a maturity assessment based on how they felt about the company – looking at product design, networks, internal organization, and more. With these leaders all representing different countries, Alvin had to find similar factors between the leaders’ maturity assessment so he could start journey mapping. To help the leaders find a unifying theme in the maturity map creation, they looked at the journey from the customer’s perspective and looked at what the company can do to support areas where there were pain points. Following that, Alvin and the leaders looked at the human side of operations. They wanted to see what was happening internally with employees that may have been causing some of the problems, and what was adding to the success. Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research. He wanted to know how customers were migrating from detractor to passive, passive to promoter, and how many times they called for support. From here, he gathered top issues that everyone in the company could focus on. Serve Customers with Passion. While Alvin was uniting his team under a common understanding of customer pain points and top issues, he also wanted his teams to have a common language and vision of how they were going to tell C&W’s story. Alvin wanted something that every associate could understand as their mission. C&W’s mission statement is, “serve customers with passion,” and he spent time building out what this could really mean for the employees. With the mission statement in mind, they determined the top seven drivers of NPS and customer satisfaction and built colorful icons to represent the different parts of the business. Alvin and his team conducted some internal research to understand what the agents, field service technicians, and retail teams felt would best illustrate the story. Example of the FlowStyle chart at C&W. “There’s a style about the way we serve customers with passion. And it’s very colorful like the Caribbean,” was what Alvin’s team said about their operations. So they came up with Flow Style, which is a simplified version of the customer journey. It’s an organized chart showcasing the various aspects of the business that moves the needle for the customer. Build the Foundation and Improve Upon it. Alvin shares that the first 90 days was about assessing the situation and building trust. Within the first year, the goal marker was to set aggressive NPS targets, and they’ve had three years of exceeding NPS scores. The first year was about building a foundation and also building a call center team to further support the mission. Year two was about diving deeper into the analytics. It was about improving the operational foundation of the business. After realizing they had a complex data system with information being compiled in different places, Alvin spent more time working with the outsourced company to unite all of the information to get one story-telling version of the truth, and to understand when issues are beginning to emerge. This way, they could be proactive instead of reactive. What Do You Know Now That You Wish You Knew Then? Alvin Says : “For me, I would tell you, I think what I did better at this job than what I’ve done in the past was evaluating where the company was and trying to diagnose problems and go and fix them.”. Don’t be afraid to invest in technology to get the job done more effectively. Don’t be afraid to push through with change. I used to be afraid of something changing too fast or thinking there was too much risk involved. Don’t be afraid to push through with change. I used to be afraid of something changing too fast or thinking there was too much risk involved. - Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. About Alvin Stokes. Alvin Stokes is a global customer experience executive who has applied customer-centric strategies to exceed customer’s expectations, drive revenue/growth and improve NPS across more than 8 industries and 10 major brands (including Accenture, dunnhumby, Sprint, SiriusXM, The Home Depot, Best Buy, DIRECTV, Wyndham RCI) prior to joining Cable and Wireless Communications. He is currently Senior Vice President Customer Experience leading a major experience transformation for Cable &Wireless Communications. His focus is on creating a new customer first culture, driving change through improved insights and research, and building new teams across his field services and call center divisions throughout the Caribbean and Latin America. Alvin is based in Florida with his wife and five kids. He’s an avid sports fan, whether coaching his kids or cheering for the Alabama Crimson Tide football team. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform. This partnership ensures that I can continue these shows that you’ve shared such positive feedback on. Thanks so much to Customervillle ! Enjoy the show! Podcast Alvin Stokes C&W customer experience telecommunications

2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise.

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How to improve you call center customer experience strategy for 2019?


Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years.

Why Brand Perception Matters and How You Can Measure It


Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Reliant Talks CX


“CX is More Than Just a Program, It’s a Way of Operating.” ” At Reliant, the focus is not just to be the best at energy, but to also stand out as a champion of customer service.

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3 Reasons Why You Should be Tracking Customer Experience as Part of Your eCommerce Strategy


eCommerce is probably the field with the most key performance indicators ( KPIs ) to track. Though you can optimize your online business as much as you want, none of that will matter if you’re not keeping track of your goal posts and data.

Contribute to Your Customers’ Lives and Earn Honorable Growth

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

CX Myth #6: Compensation Drives Good CX Behaviors

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics. While some level of compensation tied to CX can be helpful, it is often overdone.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.