Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Diminished Customer Satisfaction: Perfunctory service often results in customers feeling neglected, unappreciated, and dissatisfied with their overall experience.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. If the employee underperformed, they did little to correct them.

Guidelines 345

Guidelines Leadership Financial Course 345

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department!

CRM 493

CRM Airlines Government ROI 493

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Comparison Government 156

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. How many full-time employees do you have? What percentage of your employees live within an hour of your primary market?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. Customers were able to pick out their produce again at the grocery store. It also means considering how to inform customers about new rules or options.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Steve DiGioia

JUNE 22, 2020

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? You must search out an employee for help and when you find one, they’re chewing gum, have poor hygiene, or wear wrinkled clothes.

Guidelines 288

Guidelines Course Management Retail 288

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. From time to time, as a customer, you might feel like you don’t seem to. The concierge Michelle encountered behaved more as a people mover and process handler than a care provider. Start with employees.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. Don’t bore your employees with rote customer service training.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Self Service 148

Self Service Contact Center Customer Service Representative Healthcare 148

Customer Bliss

AUGUST 30, 2021

The Container Store, a mainstay on Forbe’s “Best Companies to Work For” treatise, only hires 3% of all employees who apply. Our humanity—our “humanness”—now more than ever, needs to show through in how we do business with customers and each other. Customers need a healthy dose of both. Click To Tweet.

Case Study 310

Case Study Hotels Travel Company 310

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). But what about the employees’ needs? Do we make that same effort for our employees?

Employee Experience 128

Employee Experience Customer Experience Self Service Call Center Experience 128

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Check it out!

Call Center 219

Call Center Self Service Social Media Contact Center 219

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. She was blunt. But she wasn’t wrong. One percent of one percent… at best.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

Bill Quiseng

JANUARY 10, 2022

Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Leadership 167

Leadership Culture Loyalty Engagement 167

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. Consistently CARE (Communicate.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. But we’re leaving out a significant aspect of service and something very valuable for a customer in need.

Customer Service 346

Customer Service Hospitality Policies Customers 346

ShepHyken

APRIL 11, 2023

The server came over, introduced herself, and said, “I’ll be taking care of you.” The employees recognized that customer service is a team sport. The food is set out on the counter, but the server responsible for it is busy taking care of another table. At least a half-dozen employees drove by the bag and did nothing.

Sports 135

Sports Customer Service Customer Service Training Customers 135

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are your part-time employees delivering the customer experience you want? In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. Have you ever wondered what makes a customer feel valued and cared for? They can be!

Culture 143

Culture Resources Feedback Customer Experience 143

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. For remote training?

Contact Center 156

Contact Center Customer Care Comparison Culture 156

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. Like a useless scarecrow, some employees serve little purpose too. These employees have no idea how to act when things go astray and have even less motivation to improve. That’s understandable.

Customer Service 204

Customer Service How To Policies Training 204

Steve DiGioia

AUGUST 16, 2021

Who cares what your employees say! The opinions of your employees don’t matter. Leaders understand the importance of letting their employees “self-manage” (with certain limits, of course). Your employees: Know which company policies “tie their hands” and make their job more difficult. They don’t. Or preoccupied?

Policies 245

Policies Leadership Course Management 245

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Employee Engagement 136

Employee Engagement Engagement Strategy Effort Score 136

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Shifting Customer Expectations. We’re in this together.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Assuming you have a good product, you want to create processes that are customer- and employee-friendly.

Customer Experience 131

Customer Experience Customer Service Training Training Advertising 131

Experience Investigators by 360Connext

JUNE 8, 2021

Many organizations are benefiting from leveraging machine learning and artificial intelligence tools to isolate data points that can help predict next actions and future customer desired outcomes. What can a business leader do to look ahead and predict future customer behavior? How to Look for & Consider Customer Experience Clues.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Steve DiGioia

JULY 23, 2020

The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh? Customers don’t care about our needs or our problems.

Customer Care 195

Customer Care Tips Poor Customer Service Customers 195

ShepHyken

MARCH 12, 2024

The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? What are the adjectives that customers use to describe you? In other words, leaders must practice the behaviors they want their employees to practice. How would you like them to describe you?

Advertising 149

Advertising Customer Service Training Interaction Customer Experience 149

ShepHyken

OCTOBER 24, 2023

I’m reminded of an employee who fixed things around the office. If all they do is that role and don’t care to do anything else, such as fixing a crooked piece of art in a frame, you would still be happy with their work. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 139

Customer Service Training Video Course Customer Service 139

Bill Quiseng

AUGUST 16, 2023

QUI TAKEAWAY: As their leader, the emotional well-being of your employees should prioritize the financial health of your business. Your employees don’t care how big your business is. They only care how big you care about them. So, CARE BIG for your people. First CARE for your people.

Financial 78

Financial Loyalty Connections Communication 78