CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams?

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going to challenge you to go deeper.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

Integrity Solutions

FEBRUARY 1, 2024

Is it something needed or that people even want to do? While the selling environment has undergone some pretty dramatic changes in recent years, if anything, they’ve only heightened the need for sales professionals who care about, can connect with and actively listen to their customers.

Sales 106

Sales Self Service Training Connections 106

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. We not only see it every day in practice, our research also bears it out. But that doesn’t mean you can’t develop and coach around these inner factors.

Sales 73

Sales Training Financial Travel 73

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Can you sort of take the lead here?”

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. To be in the same room again with all of you was truly special and a reminder that we were able to transform the “Power Up” mindset into an inspirational rallying cry for the industry.

Connections 147

Connections Contact Center Analytics Travel 147

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. We not only see it every day in practice, our research also bears it out. But that doesn’t mean you can’t develop and coach around these inner factors.

Sales 64

Sales Training Financial Travel 64

Vonage

APRIL 25, 2019

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other. The big question is, what do companies do with the feedback?

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. He was kind enough to take time out to answer our questions.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Below are five questions that will help you better define your objectives and identify the right partner for your needs.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Customer Bliss

OCTOBER 24, 2019

Other organizations have moved into this realm by creating a hybrid Chief Marketing Officer/Chief Customer (Experience) Officer. Foster Good Employee Experience. If you want happy customers, you need happy employees. Do your due diligence in fostering proper communication and engagement internally.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

FEBRUARY 19, 2019

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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? ” “They’re just excited to see you.”

Brands 208

Brands Chief Customer Officer Hospitality Course 208

Uniphore

OCTOBER 8, 2021

By Annie Weckesser, CMO + People at Uniphore Company Culture Makes the Difference The business landscape is littered with companies that have a great idea and great products or they have strong funding and a pedigreed leadership team… and yet, they don’t achieve broad success or worse, they fail. Blitzscaling?book

Culture 100

Culture Meeting Examples Customer Centricity 100

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Chatbots 217

Chatbots Customer Experience Multi-Channel CRM 217

Customer Bliss

JULY 6, 2017

The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore. So what do you do?

Customer Journeys 243

Customer Journeys Leadership Metrics Training 243

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. Clearly, leaders who focus on customers create a competitive advantage.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Kustomer

JANUARY 20, 2022

So many CX leaders are dead set on impressing their customers but Jon urges them to go one step further and create a customer relationship where they’re utterly obsessed with your services. Getting them excited to work with you again and to tell others about you…that is a reaction that simple satisfaction does not elicit.”

How To 143

How To ROI Study Customers 143

ImprintCX Articles

FEBRUARY 13, 2024

Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know? Listening to your customer, ideally in real-time, after interactions with a company provides unfair advantages that most companies do not take advantage of.

Airlines 52

Airlines Feedback Culture Customer relationships 52

Beyond Philosophy

JULY 20, 2023

One of our podcast listeners wrote in with a business pickle, asking how to differentiate their offering and experience from the competition. So, I thought we would talk about this here, too, because many of you probably are wondering the same thing. It is hard to figure it out when you are too close to something. Probably not.

Marketing 108

Marketing Innovation Examples Groups 108

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Will You be Supported in Your CCO Role? . What has changed?

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Not hardly. . No problem.

How To 131

How To Video Social Media Training 131

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC?

Measurement 210

Measurement CEM Telecommunications Wireless 210

Customer Bliss

OCTOBER 23, 2018

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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Ulakaya has the attributes of a growth by generosity leader.

Case Study 111

Case Study Company Study Chief Customer Officer 111

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Key Takeaways of the “Grow sales by delighting customers” session: Customer delight means going above and beyond the customer expectations in your industry so that you can outshine your competitors. “Customer delight helps business growth.

Sales 111

Sales Social Media Customers Multi-Channel 111

Russel Lolacher

MARCH 6, 2023

A few reasons why she is awesome — she is a speaker and consultant with 4 decades of experience in marketing, PR and advertising. She is the author of the book I’m STILL Not Done: It’s Time to Talk about Ageism in the Workplace” which was named one of INC Magazine’s 9 Books every Professional Should Read in 2019.

How To 98

How To Groups Advertising Course 98

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. My latest book, Would You Do That To Your Mother? The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.

Resources 100

Resources Case Study Comparison Hospitality 100

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Continuous improvement: Organisations must continuously evaluate and improve their customer experience.

B2B 98

B2B Customer Experience Roadmap Culture 98

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” Chatbots are basically AI robots that interact with you through apps. ” (I am not among these experts, no.)

Chatbots 236

Chatbots Omni-Channel Retail Trends 236

CX Journey

OCTOBER 4, 2016

If you guessed that it sounds like "the study of we," you're pretty close. The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. As Peter states in the book: Being good to your own people is good business.

Banking 187

Banking Culture Innovation Employee Experience 187

Beyond Philosophy

SEPTEMBER 23, 2021

So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question. On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. In my case, it’s not every time.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

Totango

MARCH 1, 2022

Did you know that while women make up more than 50 percent of the U.S. I think it’s really important to support more women in tech and leadership roles and I think the number one thing we need to do first is to actually show that it’s possible.”. Why do you think we need more women in tech? Check out their thoughts below.

How To 100

How To Leadership Culture Industry 100

ShepHyken

DECEMBER 18, 2018

Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. Jolley shared five key points great CEO’s focus on in their organizations: Always develop leaders at every level of your organization.

Customer Service 101

Customer Service Strategy Customer Experience Customer Focused 101

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees.

Groups 99

Groups Meeting Leadership Management 99

Help Scout

SEPTEMBER 27, 2021

I knew I had plenty of learning to do, so I read a bunch of customer service and business books. The first book that made a real impact on my thinking about customer service was 2010’s “ Exceptional Service, Exceptional Profit ,” by Micah Solomon and Leonardo Inghilleri. But I’m not trying to sell you a particular book here.

Customer Service 74

Customer Service Fashion Customers Measurement 74