Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. Uniphore: How do you start your day? Being an early riser, some of my best and most creative thinking occurs before I even get to work!

Meeting 246

Meeting Culture Exercises Connections 246

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Building a strong foundation for future planning is the start. Listen to or watch the full interview ». Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

TechSee

MARCH 11, 2024

Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions. Conversational AI vs Chabots vs Generative AI Conversational AI and chatbots are both technologies that can enhance customer experience and support, often through a chat-based interface.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Bill Quiseng

DECEMBER 6, 2023

FIND KEEP Your business success is not dependent on how many candidates you find. FIRST BEST First, be the best for your employees. Then, you will be first among your competitors. Ultimately, your employees will exceed customer expectations. ASSETS Your employees are not your most important assets.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 164

Customer Success Net Promoter Score Customers Customer Retention 164

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 115

Customer Experience Customer Centricity Competitive Advantage Government 115

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. A lack of engagement can lead new hires to reconsider their decision before starting. To address this issue, COPC Inc.

Call Center 99

Call Center Gamification Contact Center Training 99

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. This is where understanding the right learning path for overall customer experience excellence can be very powerful.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Identifying top talent starts with the right key performance indicators (KPIs).

Contact Center 88

Contact Center Gamification Measurement Training 88

Experience Investigators by 360Connext

AUGUST 9, 2022

Seek First to Understand, Then to Be Understood — Influence others by developing a deep understanding of their needs and perspectives. Put First Things First — Prioritize and achieve your most important goals instead of constantly reacting to urgencies. Can this principle apply to customer experience?

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business.

Engagement 109

Engagement Self Service Video Culture 109

SurveySensum

FEBRUARY 29, 2024

This scenario underscores the critical link between employee satisfaction and overall organizational success. But the sad part is, that only 23% of employees feel truly engaged at work. Happy employees are more likely to give their all at work. But first things first – what’s the definition of employee satisfaction?

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Gainsight

FEBRUARY 15, 2024

We’re starting 2024 with a new webinar series jam-packed with best practices and strategic insights proven to help customer education teams get their programs off the ground. ” While he wasn’t talking about customer education or starting an academy, he certainly could have been.

Leadership 52

Leadership Culture Customers Training 52

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Magellan Solutions

DECEMBER 11, 2023

Now, picture this: it’s 2001, and Frederick works in a call center called Etelecare. What’s fascinating is Fred’s realization during his work at a call center. We started working with a company that specialized in voice recognition services. It is where the spark of innovation ignited.

Leadership 52

Leadership Industry Call Center Culture 52

Experience Investigators by 360Connext

JANUARY 7, 2020

I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Magellan Solutions

MAY 2, 2024

Outsourcing offshore requires careful consideration of data security, cultural differences, and regulatory compliance. This guide covers the critical considerations for companies evaluating offshore outsourcing, including the benefits, drawbacks, and essential elements of a successful partnership.

Call Center 52

Call Center Culture Software Communication 52

BirdEye

DECEMBER 8, 2023

Corporate reputation is the overall impression of a company that its stakeholders, including customers, employees, investors, and the general public, have formed over time based on its actions, communications, brand perception , and the quality of its products or services. Table of contents What is corporate reputation?

Strategy 115

Strategy Management Social Media Brands 115

Clarivate

JANUARY 4, 2024

Clarivate TM helps companies accelerate innovation, achieve long-term growth, and realize sustainable success. This shift paved the way to her current role enabling large global teams to deliver expert patent services based on customers’ unique specifications – a job she thoroughly enjoys.

Meeting 59

Meeting Telecommunications Innovation Connections 59

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. Where would you prefer to work? But first, let’s start by talking about the definition of employee satisfaction, in detail. What is Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 149

Feedback Effort Score Social Media Customer Satisfaction 149

Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Control over the customer experience.

Customer Success 52

Customer Success Company How To Effort Score 52

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. If there’s one word that defines the start to the ’20s it’s disruption. In other words, how do you escape a parity trap? They’re a given. Clients assume service and product quality.

Consulting 94

Consulting Competitive Advantage Culture Touchpoint 94

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

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. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 94

B2B Customer Experience Roadmap Culture 94

ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? Suddenly, the opportunity Sharon had worked toward her entire tenure was right in front of her. You’ve never done Customer Success before.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle. Road Map Vectors by Vecteezy.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

CX Journey

JUNE 17, 2019

This is the second in that series; the first part can be found here. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. Ultimately, it’s all on leadership.)

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. This, in turn, leads to higher customer retention and increased profitability for the business.

Contact Center 78

Contact Center How To Call Center Gamification 78