Steve DiGioia

APRIL 19, 2021

Today’s guest post was written by my friend and customer service colleague Leslie O ‘Flahavan. My name is David. Here are a few examples: I’m sorry we gave you the wrong information about how to update your online account. We should have checked first to see whether you had a Vendor account or a Supplier account.

Customers 304

Customers System Communication Tips 304

Customer Bliss

NOVEMBER 13, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. 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. Click here to learn more about the course and enroll. .

Chief Customer Officer 182

Chief Customer Officer Banking Video Course 182

InMoment XI

JULY 13, 2022

First, you ask your customers a simple question: “On a scale of 0-10, how likely is it that you would recommend my brand/product/service to a friend or colleague?”. However, an NPS program isn’t about the initial revenue generated by a customer or account, it’s about customer lifetime value. What Is Net Promoter Score?

Net Promoter Score 491

Net Promoter Score Customer Retention Effort Score NPS 491

Customer Bliss

APRIL 16, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. 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. Click here to learn more about the course and enroll. .

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. For me, this time in my life was mid-August 2018. Originally written as only a how-to guide for creating a successful vision board, I quickly decided that I had found my “ why ” and that there was beauty in my imperfect journey.

Course 182

Course Exercises Travel Measurement 182

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. For me, this time in my life was mid-August 2018. Originally written as only a how-to guide for creating a successful vision board, I quickly decided that I had found my “ why ” and that there was beauty in my imperfect journey.

Course 182

Course Exercises Travel Measurement 182

Beyond Philosophy

JUNE 1, 2023

They were asking for the account number right off the bat. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. The quicker the call center employee had the account number, the faster they could resolve the issue and have their employee process another call.

Call Center 78

Call Center Retail Course Customer Experience 78

Customer Bliss

JANUARY 28, 2021

Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Just in 2020 alone, my team at Twitter had to tackle drills, meetings, and pivots in response to real-time historical moments: A global pandemic. Customer experience employees are at the frontlines of every company. The 2020 U.S.

Leadership 254

Leadership User Experience Feedback Culture 254

Customer Bliss

FEBRUARY 19, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. 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. Click here to learn more about the course and enroll. .

Brands 208

Brands Chief Customer Officer Hospitality Course 208

Customer Bliss

FEBRUARY 16, 2018

It often involves multiple departments, and of course, the organization’s leaders and C-Suite. 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

Experience Investigators by 360Connext

APRIL 21, 2020

As leaders, it’s easy to offer resources like a link to an online course and leave it at that. ” (Scott was nice enough to give me a quote because we’ve developed four courses together at LinkedIn Learning. You can check those Linkedin Learning courses out here.). My teacher like that was Mr. Mularski.

Course 143

Course Training Feedback Connections 143

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They are often tasked with conflicting accountabilities to various stakeholders like boards and committees. They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Your CEO wants the organization to succeed.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

C3Centricity

OCTOBER 22, 2020

Both of these trends have been further exacerbated by the pandemic of course. Retailers need it to deliver products of course, but we all seem to have become data mad! My next example is from Burger King, who make their customers work unnecessarily if they want to contact the company. I don’t even think so. Let me show you.

Retail 218

Retail Advertising Course Survey 218

Education Services Group

OCTOBER 31, 2023

Of course, this is natural and something we should expect from leaders. I crave to immerse myself in my customers’ stories. Simplify reporting so I can quickly focus on my accounts. Cross-org collaboration and data flow are critical to my job. Quick access to these resources is a game-changer.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

BlueOcean

OCTOBER 8, 2021

I recently took the plunge with a certification program to hone my skills, and I’m happy to announce I’m now a newly minted certified customer service professional. Every touch point must be accounted for to understand their journeys—only then can you identify where their pain points are. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Customer Bliss

SEPTEMBER 21, 2017

I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years. I mention it frequently in my books , I’ve blogged about it, and all of my 69 guests so far on my customer experience podcast have spoken about the same concept.

Groups 185

Groups Course System Metrics 185

Zeisler Consulting

NOVEMBER 30, 2020

My partner and I actually had a hotel cancel our reservation after the world ended. It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one for my partner’s mother. While my partner was frustrated, I was embarrassed.

Loyalty Programs 93

Loyalty Programs Hotels Retail Course 93

Experience Investigators by 360Connext

FEBRUARY 3, 2020

I mean that if you keep finding ways to learn — taking courses, training — that it can create a better customer experience. I’ll focus on Customer Experience educational resources here, since that’s the topic nearest and dearest to my heart. Online CX Courses. CX Podcasts. On-site CX Workshops.

Training 197

Training Course How To Healthcare 197

ShepHyken

SEPTEMBER 30, 2020

It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Customers are people, not account numbers.

Customer Service 125

Customer Service Poor Customer Service Customer Service Representative Course 125

Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas.

Conference 62

Conference NPS Hotels Self Service 62

Steve DiGioia

APRIL 9, 2018

According to an article I just read in the Daily Mail.com, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. And when the Prime subscribers reached out to Amazon to figure out why their account was closed, the firm gave them few details.

How To 166

How To Communication Poor Customer Service Social Media 166

Education Services Group

NOVEMBER 2, 2022

With a pooled model, you can extend your valuable people resources to a larger number of accounts without dramatically expanding your team size and without having to provide each customer with a dedicated CSM. In a pooled CSM model, you don’t assign accounts to an individual CSM. The pool of CSMs shares accounts between them.

Customer Success 52

Customer Success Course Customer Base Communication 52

Totango

APRIL 4, 2024

One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps. What was the goal of the project?

Sales 89

Sales Customer Success Customers Communication 89

Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. 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. And how do you consistently drive accountability?

Industry 135

Industry Chief Customer Officer Roadmap How To 135

ShepHyken

JANUARY 28, 2024

Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Shrewd customer design choices, of course. My Comment: Perhaps you’ve experienced self-checkout at a grocery store or some other retailer. My take on this is not to give up.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

Kerry Bodine

MAY 14, 2018

Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. And, of course, please reach out if there’s any way that Amelia can help you with your own CX initiatives.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Conference ROI 120

Zeisler Consulting

DECEMBER 7, 2020

One of my Five Principles of Good CX is Communication. Of course, the airlines came through with more-generous-than-usual policies when it came to refunds and credits (the latter of which they’d prefer to issue for cashflow purposes). My initial call to cancel was incredibly easy and efficient.

Communication 93

Communication Airlines Course Travel 93

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. 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. Click here to learn more about the course and enroll. .

Banking 166

Banking Chief Customer Officer Video Course 166

ClearAction

JUNE 25, 2023

Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate. responses, and course modules.

Leadership 62

Leadership Course Conference Groups 62

Beyond Philosophy

JUNE 15, 2018

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red. My prize sheep? It is also why your pricing sometimes makes them angry.

Airlines 144

Airlines How To Guidelines Customer Experience 144

Customer Bliss

DECEMBER 12, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. 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. Click here to learn more about the course and enroll. .

Company 126

Company How To Chief Customer Officer Video 126

Thematic

MARCH 26, 2024

Want to exclude email addresses, account numbers or phone numbers? This is an example of how Thematic would redact the data: ✨ Original: Please reply to me at johnsmith@example.com or on my cellphone 021 123 4567. Output Please reply to me at [Email] or on my cellphone [Number]. Feel free to reach out for any assistance.

Data 62

Data Analysis Knowledge Base Government 62

Kerry Bodine

JUNE 5, 2017

In my last post , I mentioned that some of my early journey mapping clients were investment firms that wanted to map journeys like “saving for retirement” or “building financial wealth.” The problem is that journeys like this take place over the course of years—or even decades—and customers’ memories are short.

Customer Journeys 136

Customer Journeys How To Course Financial 136

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type. CCXP Struggles.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Zeisler Consulting

AUGUST 1, 2023

My partner gets his hair cut at one of the chain “salons”. This other place had it right, and who knows, perhaps my partner’s location of choice more often than not also does (although he says it’s happened several times to him). The app, of course, is a corporate tool. I use the quotes because it’s not a fancy place.

Wait Times 72

Wait Times Fashion Omni-Channel System 72

Michel Falcon Experience

FEBRUARY 27, 2020

the company welcomed a new leader to my department, the call centre. call centre consisted of a team of 100 call centre agents (not all scheduled at the same time) answering 1,000,000 calls per year (if my memory serves me correctly). During my first year, many of my peers and I called in sick regularly. The Scenario.

Banking 97

Banking Employee Engagement Case Study Guidelines 97

Gainsight

MAY 10, 2023

The first version, of course, is people hacking around with ChatGPT—e.g. From my conversations, there are three categories of the impact that could be step function changes for all of us: efficiency, effectiveness, and experience. to write emails, etc. That’s cool, but I think it’s just scratching the surface.

Customer Success 52

Customer Success Course Study Meeting 52