Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Igniting a passion for CX.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. Customer Experience (CX) hinges upon customers’ sentiments. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness. Happy customers are satisfied customers who will return to help your business.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Customer Bliss

APRIL 6, 2020

In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. Focus On the Core Needs and Issues. 3: They are also investing in the people to go be and give that humanity of the delivery to the elderly. . #2:

e-support 210

e-support Financial Banking System 210

Customer Bliss

AUGUST 30, 2021

Find & Hire People Who Align With Your Company Values. The power of what Indra Nooyi does, and the power of all beloved companies , is that they find people whose upbringing and values align to what they want their company to stand for. And then they enable them to bring that version of themselves to work. Click To Tweet.

Case Study 310

Case Study Hotels Travel Company 310

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Igniting a passion for CX.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Customer Bliss

OCTOBER 10, 2019

Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs. A CCO Determines How CX Development Looks Within an Organization.

Customer Experience 253

Customer Experience Metrics Innovation Leadership 253

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. CX leaders need to use the right language and focus on outcomes so leaders will pay attention.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

DECEMBER 16, 2020

After all, customer experience at its core is about #LEADERSHIP. Excerpt from my chat with my friends at @SweeneyAgency ) #leadershipbravery #CX pic.twitter.com/5vzSdhTz8c. What people remember is the EFFORT to receive the service versus the actual experience that you deliver. Deliver a One-Company Experience.

Leadership 305

Leadership Customer Experience Survey Tips 305

Customer Bliss

SEPTEMBER 25, 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. Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. Do you know the Power Core of your company?

Chief Customer Officer 216

Chief Customer Officer Company Insurance Video 216

CloudCherry

JULY 31, 2019

A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson. And this comes at a time when 89 percent of organizations said they were expecting to compete on CX, per Gartner Research.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. Communication. Collaboration. Influencing skills.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do?” “Oh,

Tips 282

Tips Customer Centricity Strategy Social Media 282

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. Customers expect better and faster pre and post purchase services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

MAY 23, 2019

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. The Exemplis team shared with Aurelia that their core values guide their day-to-day decisions. One of the core values at #Exemplis is selflessness.

Culture 216

Culture Company Customer Journeys CRM 216

Customer Bliss

MAY 31, 2019

Selina is a startup platform that connects people to local places and activities for purpose-filled experiences. Selina is a rapidly growing company that focuses on people and experiences, and Denis’ role was created because someone needed to lead the internal culture of the company. Define Your Purpose and Value.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. We ensure our employees do fulfilling work, provide great growth opportunities, and build a community.”

Competitive Advantage 79

Competitive Advantage Customer Retention Leadership Customers 79

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Do You Know Who Your Competition In Business Really Is?

Customer Service 79

Customer Service Government Employee Experience Video 79

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Tips 208

Tips Customer Centricity Strategy Social Media 208

Customer Bliss

NOVEMBER 26, 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. The concierge Michelle encountered behaved more as a people mover and process handler than a care provider. Click here to learn more about the course and enroll. . You matter. Of course not.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

SuiteCX

JANUARY 29, 2021

When I landed at Delta Dental of California, CX was still in its infancy at the company. After getting the lay of the land, I had two other budgeted positions I needed to fill, so I set to work determining the most important backbone roles this team needed. Centers of Excellence are popping up all over the place in the corporate world.

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Zeisler Consulting

NOVEMBER 3, 2021

One of the roles we, as CX professionals, play, is that of change agents. I realize that’s a term people toss out there when they want to seem important or progressive in business, but when you think about it, one of the core jobs we have is to challenge people to take a different perspective; that of the Customer.

NPS 93

NPS Metrics Survey Culture 93

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. They still require work as most are executed at the end of an interaction set. They can inform Macro CX and Micro CX/UX.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Customer Bliss

NOVEMBER 8, 2019

It is consistent behaviors that give people direction on what to “model.” It’s easier to gain clarity on what these actions should be if you’ve developed a set of core values. It’s easier to gain clarity on what these actions should be if you’ve developed a set of core values.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Tips 182

Tips Customer Centricity Strategy Social Media 182

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. A simple smile can make a huge impact.”

Customer Experience 115

Customer Experience Customer Centricity Competitive Advantage Government 115

Kristina Evey

OCTOBER 16, 2018

So I thought it was important to differentiate the two and show you how they can work in tandem. So I thought it was important to differentiate the two and show you how they can work in tandem. It seems that Customer Success has a wide range of definitions, as does Customer Experience. Customer Success (CS).

Customer Experience 136

Customer Experience Customer Success Culture Customers 136

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. 3-Stage Approach to A New CX Transformation. 3-Stage Approach to A New CX Transformation.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Bliss

FEBRUARY 26, 2020

The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow. They learn about the person whose actions will define who they are as people to customers, partners and the marketplace. I think it is best to trust people you have just met.”.

Case Study 258

Case Study Study Company Culture 258

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. So what’s a fearless CX champion like you to do? CX should not be seen as a cost center.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ECXO

JUNE 20, 2023

CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. Businesses want a seamless CX just as they do in their personal lives. Businesses that are doing good for the planet, people and society. These people also work for businesses buying from companies like for yours.

B2B 122

B2B Brands Innovation Government 122

delighted

AUGUST 4, 2023

Running a CX program isn’t always 5-star reviews and promoter NPS responses. When it starts to feel like a constant source of negativity, it can be tempting to turn off your CX program. In fact, negative feedback can actually be exciting in those cases: “look, something we can actively work on improving!” Let’s dive in.

Feedback 76

Feedback Tips Management NPS 76

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. In this episode, Fernando, an extremely successful marketer who’s been featured in Adweek and Forbes , shares how he works closely with operations and the franchise owners to make great CX come to life. fer_machado123 #BurgerKing #CX #CMO Click To Tweet.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

ImprintCX Articles

OCTOBER 2, 2023

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? Q: What is your best piece of advice for CX leaders to be successful? Meaning CX success requires persona-based and personalized solutions.

Hotels 52

Hotels Leadership Industry Customer Experience 52

Customer Bliss

AUGUST 16, 2018

We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey. CX #CustExp Click To Tweet. Determine Your Company’s Power Core.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Customer Bliss

SEPTEMBER 12, 2017

When she’s not staying up-to-date the latest technology trends in the CX field, you can find her engaged in a DIY project that usually involves spray paint. . Assessing The Work To Be Done. First 60 days involved: Who are the “go-to” folks internally to work with. What core customer segments need to be built?

B2B 0

B2B Leadership Data Technology 0