Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. CX is particularly valuable in the financial services sector because of its impact on trust.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

Comm100

MAY 20, 2022

Customer service expectations have never been higher. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. Chapter 1: What is live chat software.

Software 188

Software Wait Times Multi-Channel Consumers 188

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. 1: Is NPS a Customer Success metric?

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. 1: Is NPS a Customer Success metric?

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

BirdEye

JUNE 1, 2023

Since then, roughly 1500 people have achieved “the impossible,” and it’s pretty much the benchmark for becoming a world-class runner. Table of contents What is benchmarking? In this way, strategic benchmarking is all about continuously improving your business. That’s why people have always used benchmarking.

Strategy 98

Strategy Metrics Competitive Advantage Transportation 98

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center How To Multi-Channel eBook 78

West Monroe

MAY 16, 2022

That’s what executives proved in West Monroe’s latest quarterly executive poll. You only need to read each morning’s news to understand why. Russia’s invasion and ongoing war in Ukraine has significantly disrupted international relations still fragile from the pandemic and supply chain issues.

Report 98

Report Banking Competitive Advantage Culture 98

Customer Bliss

SEPTEMBER 5, 2017

Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. His expertise is in customer experience management, business transformation and cultural change programs. About Damian.

Industry 147

Industry Self Service Customer Centricity Touchpoint 147

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

Kustomer

JANUARY 27, 2022

Our families need us, our friends need us, our countries need us, and hidden amongst these needs is an implicit truth more important now than ever: our customers need us. If a customer has one negative experience it takes 12 positive customer experiences to make up for it. Technology.

Customer Service 105

Customer Service Self Service Social Media Customer Service Representative 105

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Doing so has business implications because when you do, people come back and bring their friends. .

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Check Your Ego at the Door.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Some CX initiatives are relatively simple to justify financially because they have obvious cost or operational advantages which benefit both business and customer.

Customer Experience 81

Customer Experience ROI NPS Return on Investment 81

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Net Promoter Score 99

Net Promoter Score Airlines Resources Banking 99

QuestionPro Audience

AUGUST 7, 2018

Should your company jump on the Instagram advertising bandwagon and what happened to Snapchat as the next big thing? What exactly is going on with bots and artificial intelligence? I know we’ve tried a few here at QuestionPro. Instead, they should reverse it to the “why,” “how,” and “what.” WHAT EXACTLY IS APPLE’S “WHY”?

Trends 170

Trends Brands Marketing Advertising 170

Alliance by IFS

FEBRUARY 5, 2019

See how manufacturing industry leader tackled customer relations and service gaps to create a seamless workflow. When customers such as US Steel, GM, Ford and Becton Dickinson rely on you for service, it’s pivotal to have the most dynamic and comprehensive field service management (FSM) software on the market.

Video 86

Video Customer Success Customer Satisfaction Sales 86

C3Centricity

JUNE 28, 2018

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? So just how long have you been in your position? Why is this? The Challenges.

Marketing 149

Marketing Analysis Brands ROI 149

Help Scout

JUNE 30, 2021

If you’ve been scared to hire people from distant time zones or are struggling to work effectively with people across the planet, then keep reading. If you’ve been scared to hire people from distant time zones or are struggling to work effectively with people across the planet, then keep reading.

How To 134

How To Meeting Video Culture 134

C3Centricity

JUNE 28, 2018

What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? A 2012 global survey by the Fournaise Marketing Group provides one possible explanation.

Marketing 136

Marketing Analysis Brands ROI 136

West Monroe

FEBRUARY 9, 2023

Financial services companies—from global banks to emerging fintechs—face significant pressure from all sides when it comes to their digital products and experiences. But financial services companies don’t have to accept this as a norm. What does it mean to shift left?

Financial 52

Financial Banking How To Policies 52

Magellan Solutions

MARCH 29, 2021

It can potentially increase your income, customer trust, and efficiency. But outsourcing service comes with risks that you must consider first. Business jumps into hiring a legal outsourcing partner without considering all aspects of it. That is only one of the many mistakes people make before getting a BPO partner.

e-support 52

e-support Call Center Financial Consulting 52

BirdEye

MAY 1, 2023

Many business owners don’t know how to price their products or services. Getting your pricing strategy right helps your business grow and turn profitable. In this blog post, we’ll explore everything you need to know about pricing strategy and its best practices for your business model.

Strategy 98

Strategy Telecommunications Analysis Consumers 98

Method:CRM

FEBRUARY 27, 2019

You know the stereotypes: “boring,” “bean counters,” or “math nerds.” You may even have an image in your mind of the desk-bound pencil-pusher sitting in a dark room poring over people’s taxes. Accountants speak the language of business. Innovation and advanced technology lie at the heart of nearly every new business model.

Financial 61

Financial Consulting Competitive Advantage Innovation 61

Magellan Solutions

JULY 11, 2022

How can a business thrive during a recession? . Like earthquakes, floods, tornadoes, and bushfires, a recession is inevitable in businesses. This kind of hump shouldn’t be looked at negatively because it can push business owners to be smarter and more strategic about how they run their businesses. .

Strategy 40

Strategy Financial Competitive Advantage Resources 40

Magellan Solutions

AUGUST 6, 2021

These are the 10 most important services for start-up businesses that BPO Philippines can provide. But now, many companies that outsource to Philippines also have their eyes on their non-voice services. What Admin Function Tasks Your Start-up Business Should Have That BPO Companies in Metro Manila Can Offer?

Social Media 52

Social Media Call Center Financial Banking 52

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Customer Bliss

JULY 12, 2016

In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. This includes customer and dealer standards, as well as contact centers.

Customer Experience 0

Customer Experience Customer Journeys Retail Automotive 0

Kustomer

APRIL 15, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by guests Matt Dixon from Tethr and Vikas Bhambri from Kustomer to discuss Matt’s most recent research on over one million customer service phone calls. Listen to the full episode to learn more.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. I carry over this self-management strategy to my behavior as a customer. In other words, if I have to make a significant financial decision or sort through a complex buying process, I have the rule to sleep on it. For example.

Sports 141

Sports Exercises Government Customer Experience 141

Customer Bliss

MARCH 29, 2017

I just knew there were certain things I needed to focus on; to do and to achieve. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Whether we realize it or not, we are all here to determine what our real intent is in life. Customers are a Good Judge of Character.

Leadership 100

Leadership Culture Telecommunications Customers 100

ChurnZero

SEPTEMBER 7, 2023

If you were your own customer, would you want to sit through your quarterly business review (QBR)? The QBR has become an industry staple—and polarizing topic—in customer success. QBRs, when designed with respect to customer needs, are an effective tool to gain strategic alignment between a vendor and an account.

How To 52

How To Meeting Customers Engagement 52

West Monroe

NOVEMBER 28, 2022

Episode 6: What does it mean to put the customer first? Listen to " What Does It Mean to Put the Customer First?" Happy customers are the lifeblood of an organization–but understanding what they need takes a daily commitment. on Spreaker. About the episode. Tiffani Bova. Created with Lunacy.

Customer Centricity 52

Customer Centricity Technology Call Center System 52

Magellan Solutions

JULY 6, 2022

These are the 10 most important services for start-up businesses that BPO Philippines can provide. But now, many companies that outsource to Philippines also have their eyes on their non-voice services. What Admin Function Tasks Your Start-up Business Should Have That BPO Companies Can Offer?

Social Media 40

Social Media Call Center Financial Banking 40

AWS Machine Learning

SEPTEMBER 1, 2023

Nowadays, the majority of our customers is excited about large language models (LLMs) and thinking how generative AI could transform their business. However, bringing such solutions and models to the business-as-usual operations is not an easy task. The following figure illustrates the topics we discuss.

Training 102

Training Effort Score Examples Data 102

West Monroe

FEBRUARY 9, 2023

Financial services companies—from global banks to emerging fintechs—face significant pressure from all sides when it comes to their digital products and experiences. But financial services companies don’t have to accept this as a norm. What does it mean to shift left?

Financial 40

Financial Banking How To Policies 40

West Monroe

FEBRUARY 9, 2023

Financial services companies—from global banks to emerging fintechs—face significant pressure from all sides when it comes to their digital products and experiences. But financial services companies don’t have to accept this as a norm. What does it mean to shift left?

Financial 40

Financial Banking How To Policies 40

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Managing for Results. Managing for Results. Tune in to the full podcast to learn more.

Customer Experience 104

Customer Experience Omni-Channel Customers Customer Journeys 104