Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. Envision Yourself as a Customer and Take the Journey. She wanted to get “under the skin” of what employees lived day-in and day-out.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. For over 20 years, Ben has been developing customer acquisition and retention strategies for a variety of industries; he is currently a customer experience consultant in Australia.

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Customer mobile expectations drive CX scores downwards

OpinionLab

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. However, closer examination of industry-level detail reveals that this figure is largely being propped up by continuing relatively high COIs in sectors such as financial services (755), insurance (497) and multi-channel retail (513).

The Top Customer Experience KPIs that you Should Know

Second to None

In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. So, what are the most popular customer experience KPIs across the board? According to Lumoa’s “The State of the Customer Experience” survey, these are the top six in descending order [1]. NPS can also help to predict future revenue based on customer sentiment.

Is Your Organization Earning The Right Kind Of Profit?

Second to None

The overarching goal of any brand is to encourage consistent profitability, but sometimes these profits do not tell the whole story. Not every dollar is earned equally, and if your platform is reliant upon the wrong stream of cashflow it could have permanently damaging effects. One recent example happened in the telecommunications industry. Brands that acted solely on the data provided by these bad profits were not paying attention to what customers were saying.

Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

Second to None

Too often, brands blame a lack of technology or resources for their organizational problems. Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies.

Thematic drives improvements in global Net Promoter Score benchmark ratings

Thematic

Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. Understand customer priorities and find insights. They decided to use Thematic for deep insights into customer verbatim to help them drive change to their processes and focus faster. We talked to our customer contact at the company, about what her results have been with Thematic.

5 ways to prepare for a new era of Customer Experience

OpinionLab

If you’re familiar with the Gartner Hype Cycle , you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emerging technologies. While Customer Experience (CX) is not a technology (although technology supporting CX is becoming more and more prevalent in Gartner’s hype cycle), you may be observing a similar CX evolution in your organization and in the market.

Are You There, Company? It's Me, Your Customer.

PeopleMetrics

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Your survey-taking customers are likely out there in the world wondering what ever happened to the feedback they sent you. Don't let this be your customer!

CX Experts We Love

Wootric

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. He’s a big believer in building relationships and is proud dad of Owen the corgi.

If Your Customer Experience Is Still Bad After Great Training & Coaching, This Is Probably Why

Myra Golden

Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I could totally see myself taking the keynote stage in these shoes with the lipstick-red sole, wearing one of my little black dresses. But what your customers really want is a smooth, easy experience. Here are 3 ways to give your customers what they really want: help.

If Your Customer Experience Is Still Bad After Great Training & Coaching, This Is Probably Why

Myra Golden

Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. I could totally see myself taking the keynote stage in these shoes with the lipstick-red sole, wearing one of my little black dresses. But what your customers really want is a smooth, easy experience. Here are 3 ways to give your customers what they really want: help.

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. This is especially true in the customer service industry.

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. This is especially true in the customer service industry.

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best! Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. This year’s crop of candidates was quite competitive. Temkin Group is not responsible for the accuracy of this content.

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