Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Let’s begin by delving into some of the implications of delivering perfunctory service and how that can negatively impact the business.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Steve DiGioia

NOVEMBER 5, 2020

Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “ a recipe for success that always works ”. Here is My Recipe for Success. Is this the best we can do?”.

Tips 147

Tips Advertising Groups Training 147

Helpware

DECEMBER 19, 2023

Customers form the core of every business. Even if your product is the best in the world, but your customer support team is not ready to convey its value and great attitude to consumers–all the efforts are meaningless. Bad customer service experiences can significantly damage a company's reputation and success.

Examples 65

Examples Customer Service Consumers Customers 65

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 212

Customer Service Self Service Chatbots Healthcare 212

Wired and Dangerous

OCTOBER 12, 2020

You are in complete control of your attitude. Camp survivors did not let their cruel guards determine their attitude toward life. Customers today have changed. 79 percent of customers want their issue to be resolved in one interaction and don’t want to be told what channel they should use.

Entertainment 103

Entertainment Customers Interaction Customer Experience 103

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Kristina Evey

MAY 1, 2018

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. They are successful companies with strong cultures.

Customer Experience 184

Customer Experience Culture Leadership Loyalty 184

Steve DiGioia

APRIL 5, 2021

They just want to live their lives in peace and will no longer accept subpar work or attitudes. Grumpy Old Guys Commit to Great Service. If you follow my blog, like me, you have a passion for customer service and enjoy finding new and exciting ways to WOW your customer. They’re tired of dealing with years of B.S.

Customer Service 246

Customer Service Customers Meeting Company 246

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

Wired and Dangerous

JULY 6, 2020

You are in complete control of your attitude. Camp survivors did not let their cruel guards determine their attitude toward life. Customers love service people with an ultra-positive/get it done attitude! It takes a great attitude to establish the kind of connection millennials crave.

Social Media 91

Social Media Entertainment Travel Connections 91

Wired and Dangerous

AUGUST 17, 2020

You are in complete control of your attitude. Camp survivors did not let their cruel guards determine their attitude toward life. Camp survivors did not let their cruel guards determine their attitude toward life. Customers today have changed. Customers love service people with a positive attitude!

Entertainment 91

Entertainment Customers Customer Experience Interaction 91

Wired and Dangerous

JULY 14, 2020

Chip popped the obvious question–if customer service was a mode of transportation, what would it be? But, the one that prompted the most interesting discussion was the idea that service should be a tank to protect customers from bad attitudes, indifferent service and user-hostile processes.

Transportation 91

Transportation Loyalty Innovation Customer Service 91

Horizon CX

MARCH 1, 2021

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. Or better asked, which comes first, the monthly numbers or customer satisfaction?

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

ShepHyken

SEPTEMBER 18, 2019

Customers don’t like to be told no. For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. There are about sixty of them and they are recognized for great food and great service across the board. What is the Question?

Customer Service Training 131

Customer Service Training Training Culture Examples 131

Wired and Dangerous

NOVEMBER 26, 2018

You are in complete control of your attitude. Camp survivors did not let their cruel guards determine their attitude toward life. Customers love service people with a positive attitude! It takes a great attitude to establish the kind of connection millennials crave. The book has sold over 10 million copies.

Social Media 117

Social Media Entertainment Hospitality Travel 117

Happy or Not

OCTOBER 2, 2023

Looking for ways to help your organization achieve success, you’ll most likely stumble upon a very important question: “What do happy employees have to do with retaining customers?” While the impact of negative employees is clear, many managers are wondering if satisfied employees make happy customers. So let’s find out.

Customer Service Representative 36

Customer Service Representative Customer Satisfaction Competitive Advantage Employee Engagement 36

Uniphore

NOVEMBER 18, 2021

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? customer sentiment ,? Studies have uncovered?

Roadmap 162

Roadmap Call Center Policies Brands 162

Team Support

OCTOBER 27, 2022

Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. But if a business provides good customer service and places the customer first, then the effects of that commitmen t can be significant.

Customer Service 98

Customer Service Customer Retention Customer Centricity Customers 98

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1. Challenge #2.

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

Wired and Dangerous

FEBRUARY 19, 2018

Customers have changed! We know that customers’ expectations are higher than ever. Research we have reviewed suggests customer expectations have risen as much as 33% in a year! Eighty-five percent of success in life, according to a well-known and often cited Harvard study, is due solely to attitude.

Customer Expectations 93

Customer Expectations Innovation Report Study 93

Customer Bliss

MAY 9, 2018

I’ve been asked, “How do you persuade top management that customer centricity is not a cost?” ” In order to do so, you must affect change in four areas that shift the mindset of the leadership team and elevate the customer within the consideration set. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience How To Leadership 245

Customer Bliss

FEBRUARY 26, 2020

They learn about the person whose actions will define who they are as people to customers, partners and the marketplace. Pal’s Sudden Service Decided They Would Screen and Hire for Character. Never having you speak into a microphone to place your order, face-to-face service is all they give. And all at lightning speed!

Case Study 258

Case Study Study Company Culture 258

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. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Culture 139

Culture Customer Service How To Policies 139

CSM Magazine

JANUARY 22, 2024

Any accounting company that wants to grow must prioritize its approach to customer service. In this article, we’ll share ten tips for accounting companies to improve their customer service and keep their clients happy. Training Customer service is something that requires training and practice.

Customer Service 52

Customer Service Company Financial Communication 52

Integrity Solutions

AUGUST 13, 2021

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success. Ask questions based on both a desired future state and the emotional drivers that will impact attitudes and behavior.

Sales 111

Sales Culture Connections Examples 111

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Unfortunately, customers do not differentiate between the two parts.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. On the Telephone.

Customer Service 111

Customer Service Training Customers Tips 111

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Interactions

MARCH 28, 2024

There’s a strategic dilemma of opting for low-hanging fruit to establish credibility and the need to deliver immediate results versus investing in experimental, game-changing advancements for long-term success. 94% of consumers say they expect better customer service than they currently receive. The answer?

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

CSM Magazine

SEPTEMBER 13, 2022

If you do not adequately train your employees in customer service, it could bring many problems to your business. By giving the team detailed information about your products or services and setting a standard, your employees will become more productive and efficient in advising customers and solving issues.

Communication 52

Communication Customers Course Customer Service 52

Feedbackly

SEPTEMBER 22, 2023

CX KPIs quantify the success of your Customer Experience (CX) efforts. They can help you understand how well you cater to customer expectations and what to focus on to do better. The objectives may differ based on the size of your business, the type of product/service you offer, and the industry.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

COPC

JANUARY 10, 2023

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. Further, how customers feel they are serviced greatly impacts how they perceive your brand. Get Employee Engagement Research Insights.

Financial 79

Financial First Call Resolution Customer Experience Employee Engagement 79

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 94

Customer Experience Customer Centricity Chief Customer Officer Culture 94

Magellan Solutions

MARCH 22, 2023

These are helpful ways for a business to gather information about the attitudes, behaviors, and productivity of its employees. The purpose of structured interviews is to ask questions about specific topics such as service demands and the quality of customer service provided by your agents regularly.

Call Center 98

Call Center Abandon Rate Average Handle Time Metrics 98

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 155

Feedback Effort Score Social Media Customer Satisfaction 155

Wired and Dangerous

AUGUST 3, 2020

Customers today are picky, fickle, vocal, and vain. This customer narcissism has been forged both through the treatment provided by service providers as well as their newfound muscle to get their way in the marketplace. Be certain to read Chip’s recent post.

Customer Experience 103

Customer Experience Touchpoint Loyalty Travel 103

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. When self-service fails. Despite huge annual investments of around $4.5

Call Center 136

Call Center Self Service Contact Center How To 136