Calabrio

OCTOBER 20, 2020

Being a cloud-first company in a modern workforce management system allows us to quickly adjust our own transition and adjust our product functionality to further meet the needs of our customers. Leadership guided employees into this new norm, and our customer support and development continued to serve our customers.

Company 207

Company Self Service Government Contact Center 207

Lumoa

MAY 5, 2022

Developing CX leadership requires collaboration and communication with customers, employees, and partners. Changes in customers’ needs and expectations and changes in technology and operating systems are happening rapidly. The first step is to understand the current situation and how strategic work with CX can provide future ROI.

Strategy 277

Strategy Customer Experience How To Analysis 277

Experience Investigators by 360Connext

APRIL 25, 2023

Organizational culture is the system or collection of beliefs, values, assumptions, norms, and ways of interacting that are shared by members of an organization and influence their behavior and performance. When leading workshops with leaders, I often start with a simple exercise. And part of this is evaluating leadership, too.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Storyminers

MAY 27, 2020

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. Build-a-Bear Workshop makes its products right inside the store and even lets its customers help. Information systems that are easy to change as needs change.

Omni-Channel 147

Omni-Channel System Case Study Leadership 147

Calabrio

OCTOBER 20, 2020

Being a cloud-first company in a modern workforce management system allows us to quickly adjust our own transition and adjust our product functionality to further meet the needs of our customers. Leadership guided employees into this new norm, and our customer support and development continued to serve our customers.

Company 130

Company Self Service Government Contact Center 130

One Millimeter Mindset

SEPTEMBER 17, 2018

In today’s digitally transforming customer ecosystems, the customer interacts with people, software, systems and machines. Then take a look at my latest speaking programs and workshops. . Finally, customer service delivery happens in all sorts of environments. Not just because they receive a survey from us.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

One Millimeter Mindset

AUGUST 23, 2018

Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Do management and leadership address these factors with you? Engage me to speak or conduct an interactive workshop at your next corporate or association event. Chances are, your organization already has a scorecard or two. Contact me.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

Experience Investigators by 360Connext

JANUARY 5, 2021

Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. In workshops , I start with a “recent customer profile” exercise to highlight how easy it is to get far away from actual customers. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Alliance by IFS

SEPTEMBER 14, 2019

This year’s Smarter Services™ Symposium leadership conference , September 16-18 in Chicago, will bring together more than 250 manager and VP-level service leaders to share and learn from one another’s executive leadership experiences. Previewing This Year’s Executive Leadership Conference Agenda. Monday, September 16.

Meeting 62

Meeting Conference Customer Journeys Self Service 62

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. Build-a-Bear Workshop makes its products right inside the store and even lets its customers help. Information systems that are easy to change as needs change.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training. (Is this the same as Customer Relationship Management, or CRM?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

BlueOcean

DECEMBER 13, 2022

Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts. Will you have senior leadership involved in your account?

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

BirdEye

JUNE 4, 2021

Despite these changes, many businesses maintain the same leadership structure they have had for decades. We sat down with Brandon Dowdy-Ernst, CXO of Smile Workshop to understand what exactly a Chief Experience Officer does and whether every company should have one. Can you tell us a little bit about Smile Workshop? Try Birdeye.

Social Media 98

Social Media Touchpoint Customer Journeys Communication 98

Experience Investigators by 360Connext

AUGUST 19, 2020

It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. Your outcomes have to relate back to your overall business and leadership goals . Remember those leadership goals we talked about? Measurable.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Experience Investigators by 360Connext

NOVEMBER 26, 2019

But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. So let’s agree that, whether large or small, we’re probably not going to overhaul our systems overnight. Employees get burned out on constant complaints or commands from leadership.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

One Millimeter Mindset

JULY 9, 2020

First, these post-sale people offer clients insight into what’s next and what’s new in your company’s product, service, and system offerings. Engage Babette to present one of her One Millimeter Mindset speaking programs, workshops or mastermind groups. Delivered virtually or in-person. Contact her here.

Company 96

Company Sales Leadership Innovation 96

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. Build-a-Bear Workshop makes its products right inside the store and even lets its customers help. Information systems that are easy to change as needs change.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

Alida

SEPTEMBER 20, 2018

How do you showcase the effectiveness of your customer journey map to the leadership team? Find data in your company’s systems that is useful and meaningful, and, when used, gives the employee insights to create a better experience for the customer. Absolutely! Executives will want to see results.

Customer Journeys 200

Customer Journeys B2C Feedback Survey 200

NobelBiz

JULY 31, 2023

With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available. The Adaptive Nature of Modern Queues Call queuing isn’t a static system.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

SurveySparrow

OCTOBER 7, 2023

It seeks to rectify historical disadvantages, ensuring that no one faces discrimination, bias, or systemic barriers that hinder their growth or success. Religious and Belief Diversity Employees may practice different religions, or follow various belief systems, including atheism or agnosticism. What Tool Should You Use?

Policies 52

Policies Culture Leadership Innovation 52

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. Do you have plans to host a customer journey mapping workshop this year? If so, my online course, Team Operating System , may be your solution. We are experiencing higher than normal call volume…”.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

One Millimeter Mindset

JUNE 25, 2020

Reason 3 – Inconsistent or non-existent records-keeping system. Once again, as the team compared their info storage systems, each employee had a different idea about what information is worth keeping. When clients feel lost inside your business’s internal records-keeping system, they lose confidence and trust in your company. .

System 83

System Communication Groups Management 83

One Millimeter Mindset

SEPTEMBER 24, 2018

Or do you automatically follow what the system tells you to do next? Hire me to speak or conduct a workshop at your next corporate or association event. When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? At this particular time? Today and Tomorrow.

Strategy 213

Strategy B2C Customer Retention B2B 213

One Millimeter Mindset

JUNE 30, 2020

And, if you are selling or engineering or managing a product, service, or system which offers a simple solution to a simple problem, you are easily caught in the Business Bermuda Triangle. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Demand easily outpaces supply.

Strategy 120

Strategy Sales Communication Management 120

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. Integrating new language, tools and processes with current programs and systems will only happen when leaders lead, coach, explain, promote, and insist.

Training 61

Training Culture Leadership Tools 61

eGain Blogs

OCTOBER 29, 2021

At KMWorld Connect 2021, you’ll get practical advice, thought leadership, and access to in-depth training and workshops on how KM and related disciplines can provide enormous value for your organization and transform your business. Post-facto catch up of the missing sessions.

Connections 93

Connections Conference Innovation Customer Engagement 93

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Create a journey-centric dialog and shared ownership of the results.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

delighted

OCTOBER 17, 2023

With honest employee feedback, managers can make internal changes to their performance and day-to-day employee experiences, improving their team culture and leadership standards. an employee training or workshop), when it’s still fresh in their minds and the feedback is as accurate as possible.

Survey 81

Survey Tips How To Net Promoter Score 81

Integrity Solutions

AUGUST 24, 2022

While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors. We assume that if we teach skills in a workshop or an online course, sales representatives will remember and practice them. Get in shape.

Training 88

Training Sales Strategy Study 88

One Millimeter Mindset

JUNE 16, 2021

During my professional innovation keynotes , workshops and coaching, you and I explore how you solve problems: your own, your team’s, your employers’, your clients’. Change Agent | Collaboration Catalyst | Complex Problem Solver | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Coach, Author |.

Innovation 69

Innovation Leadership Consulting Connections 69

Customer Bliss

DECEMBER 13, 2016

Areas of strength include: • P&L Management, Growth Strategy Development & Execution, • Operations Management and Performance Systems, • Global Marketing Management, Product Management, Sales Management. High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial).

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

One Millimeter Mindset

JUNE 11, 2020

You chart a course toward port, using the same tools and logic system you originally learned. Engage me to present one of my One Millimeter Mindset speaking programs, workshops, or mastermind groups. Imagine yourself on the ocean, coming into port during a dark and stormy night. Delivered virtually or in-person. Contact me here.

Course 89

Course Industry Communication Tools 89

NobelBiz

FEBRUARY 13, 2024

As agents familiarize themselves with the information, the system efficiently manages the dialing process, initiating calls to prospects. CRM Call Center Integration seamlessly combines a customer relationship management (CRM) system with call center operations. But NobelBiz doesn’t stop at just efficiency.

Call Center 59

Call Center Self Service Software Contact Center 59

Strativity

NOVEMBER 21, 2019

It’s not necessarily that your senior management and leadership team isn’t plugged into your customer experience, but they likely aren’t experiencing it in the same way as your more directly customer-facing team members. actions, words, process, team collaboration, systems, tools, training… )? Ask the sous chef or the dishwasher.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130