Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Don’t just be good.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

InMoment XI

APRIL 5, 2024

It doesn’t matter if it’s intentional or accidental—if humans are inaccurately reporting on their experiences, this false information can negatively affect the data gathered from your survey. For example, if someone asks you how much you exercise, you might be inclined to say four times a week, even if the answer is two.

Feedback 260

Feedback How To Survey Exercises 260

Steve DiGioia

APRIL 17, 2023

I should stop here because I can keep adding to this list all day… Leaders understand what is happening within their department(s). When plans go awry, I find out why. What is creating the problem that has handcuffed your team? Leaders find out why and then dictate a course of action to overcome these challenges.

Course 147

Course How To Sales Communication 147

Experience Investigators by 360Connext

JUNE 28, 2022

The end of your fiscal year. Any time changes demand you assess and adjust your goals, strategy, and tactics. It’s a worthwhile pursuit to reset those goals that weren’t achieved and feel good about all that was accomplished. I hope they help you and your organization, too. Why or why not?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Beyond Philosophy

MARCH 14, 2024

Today, we will discuss how to avoid this situation in your organization. I also remember sitting in meetings where the boss suggested something that was not a good idea. Other reasons we find ourselves in this situation aren’t about being polite, particularly at work. Get comfortable in your skin. They were too polite.

Leadership 78

Leadership Conference Groups eBook 78

BlueOcean

FEBRUARY 14, 2024

As usual, we’re biased, but we can prove why we believe the answer is yes. Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Ill-defined KPIs.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Retently

JUNE 28, 2023

Setting a higher price than your competitors’ is meant to signal that your product is of better quality. While the price of your product undeniably affects customer perception, does it also have an effect on satisfaction? Pricing strategy is one of the most important aspects of a business. In other ways, we aren’t.

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

Bill Quiseng

NOVEMBER 1, 2023

And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. Why only three? Why do we have so much difficulty in remembering who is Number Four? If good things come in threes, what does that make Number Four? QUI TAKEAWAY: Customer service is what you do for your customers.

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. Either way, we’d like to thank you all for your support this past year. The 6 Best Ways to Show you Respect your Customers. The article shows you how to connect with your customers and gather their information.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Beyond Philosophy

MARCH 28, 2024

It’s understandable why clients want this silver-bullet solution to their experience problems. So, when you find yourself in this position where people want a silver bullet solution for a problem before them, it helps to understand why people want that. The reason you remember it is because it is so rare. If only there were one.

CRM 78

CRM eBook Hotels Exercises 78

BlueOcean

FEBRUARY 14, 2024

As usual, we’re biased, but we can prove why we believe the answer is yes. Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Ill-defined KPIs.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Customer Bliss

MAY 6, 2020

During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! How are you leading your organization?

Hotels 156

Hotels Communication Leadership System 156

Retently

MARCH 29, 2023

To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Zeisler Consulting

JANUARY 9, 2024

To that end, I often say that these teams have the best insight into what your Customers are experiencing (by way of the contacts they receive from your Customers), which is the first step in addressing your Brand Alignment gaps. After all, each contact with your brand is an opportunity to advance the Brand Promise.

Contact Center 93

Contact Center System Customer Care Brands 93

Steve DiGioia

MAY 16, 2016

Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Do you even know the birthdays of your employees, or their work anniversary? Brag about your accomplishments. Brag about your accomplishments.

Communication 0

Communication Customer Service Management Customer Experience 0

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 . I call it a SMIRC goal. What is a SMIRC Goal? Measurable.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Experience Investigators by 360Connext

MARCH 28, 2018

Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you. Your employees hate their jobs. Your website or app stinks. They don’t understand why it’s not a priority, because your competitor is delivering on it now!

Feedback 259

Feedback Social Media Communication Policies 259

Zeisler Consulting

APRIL 12, 2023

That’s because good analysts are inquisitive not just about what you want to determine, but why you’re looking for a quantitative answer. But fundamentally there needs to be an idea of what sort of question you’re trying to answer (and why) if the data is going to guide you with regard the actual solution.

Analysis 72

Analysis NPS Survey Interaction 72

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Many begin to question whether this even a profession they still want to be in. That’s just the simple truth.

Sales 73

Sales Training Financial Travel 73

SurveySensum

DECEMBER 15, 2023

Understanding why potential leads choose not to convert is essential for addressing the root causes of why customers leave. Challenge 2: The CX-Departmental Divide CX professionals face the uphill task of persuading diverse department leaders to act on customer feedback. And the biggest reason for this?

Survey 52

Survey NPS Feedback Case Study 52

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. It can even be as simple as creating leaderboards to showcase your highest-performing team members. Why Gamification? Yet managers continue to fall short. fall in the “engaged” category. What is Gamification?

Gamification 79

Gamification Contact Center Training Feedback 79

CSM Magazine

NOVEMBER 19, 2020

People often downplay the importance of writing and that’s why some writers are undercharged because someone somewhere thinks it is a combination of words and nothing more. Why is writing important? Your ability to successfully communicate in writing is one quality of a good leader.

Management 139

Management Social Media Communication Report 139

Seaton CX

JANUARY 18, 2023

Because it’s January, and mobsters are more interesting than the annual performance reviews hanging over your head like a cartoon anvil, ready to crush you with 10,000 lbs of monotony. Leo : You do anything to help your friends, and anything to kick your enemies. You do things for a reason. Tom : Wrong, Leo. Tom : Yeah.

Analysis 83

Analysis Sports Hospitality Travel 83

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Many begin to question whether this even a profession they still want to be in. That’s just the simple truth.

Sales 64

Sales Training Financial Travel 64

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Some other readers had good advice.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. Why does this exist? Why does the gap exist?

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Beyond Philosophy

AUGUST 18, 2022

Cain says people think about leaders and people who change the world as extroverts, and many of them are. Five areas come up in personality research, often referred to as “The Big Five,” which include: Conscientiousness: This area measures your thoughtfulness and how good you are at impulse control and goal-directed behaviors.

Measurement 147

Measurement Training Examples Leadership 147

Beyond Philosophy

NOVEMBER 5, 2022

The superpower you can develop is influence and it is essential if you want to make changes in your organization. author of Influence is your Superpower: The Science of Winning Hearts, Sparking Change, and Making Good Things Happen. Key Ideas to Improve your Customer Experience.

How To 88

How To Multi-Channel Consulting Financial 88

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. You bet it does.

Sales 126

Sales B2B Self Service Training 126

Daniel Group

MAY 4, 2023

4 Ways CX Governance Can Transform Your Customer Experience Strategy What happens when the senior executives have not defined how the organization’s Customer Experience strategy fits into the company’s priorities, and there isn’t a regular plan for providing program governance? Low engagement from the frontline.

Government 52

Government Strategy Customer Experience Touchpoint 52

Beyond Philosophy

DECEMBER 10, 2021

Also, treating customers well is good for employees. Back when I was working in corporate life, I went to a presentation in London. 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. Buy his book!

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Integrity Solutions

SEPTEMBER 2, 2022

Like most things that affect your workforce, leadership (and their ability to develop strong, genuine relationships with their teams) plays a crucial role. This max exodus of talent may be slowing down a bit, but it’s far from over. Now a new phrase has entered the mainstream: quiet quitting.

Management 119

Management Employee Engagement Culture Leadership 119

Seaton CX

MAY 16, 2024

A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience. For many customer experience leaders, customer journey mapping is daunting.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Russel Lolacher

JANUARY 5, 2022

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. Why should you? And if you don’t have them, you’re going to suck or stall.

Social Media 98

Social Media How To Leadership Culture 98

Kustomer

AUGUST 4, 2022

Customer service leaders have a lot of data to track and interpret, and a good customer satisfaction score is one of the important metrics to keep an eye on. It’s used to measure an individual customer’s feelings about a specific interaction with your support team. Why Is Customer Satisfaction Important?

Net Promoter Score 98

Net Promoter Score Effort Score Customer Satisfaction NPS 98