Beyond Philosophy

JUNE 25, 2020

Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. There are two essential aspects of practicality about managing these customer memories. Managing memories has two parts.

Management 188

Management Insurance Net Promoter Score Connections 188

Beyond Philosophy

DECEMBER 11, 2020

Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Managing emotions can feel overwhelming. When you’re facing big, sticky, impossible problems, break them down into more manageable ones.

Measurement 174

Measurement Management Net Promoter Score 2002 174

eglobalis

DECEMBER 4, 2024

Example: SAP has invested heavily in CX platforms like SAP Customer Data Cloud, but the success of these tools depends on SAPs human-led account management teams to align technological solutions with customer-specific business goals.

2030 325

2030 B2B Culture Government 325

eglobalis

NOVEMBER 3, 2024

These teams go beyond technical support, engaging in consultative conversations to align IBM’s offerings with each client’s unique operational demands, compliance requirements, and growth objectives. Deloitte emphasizes the importance of integrating front-office and back-office systems to create a streamlined, client-centric experience.

B2B 442

B2B Culture Innovation Loyalty 442

Experience Investigators by 360Connext

OCTOBER 22, 2015

That’s what the customer service manager had just done. The post How Metrics Hide Serious Customer Experience Problems appeared first on Customer Experience Consulting. It’s not every day you solve a $50,000 problem. Incredibly, the IT department was able to fix the issue in just a few […].

Metrics 284

Metrics Customer Experience Consulting Customers 284

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Most companies focus on optimizing the functional side through quality management and process improvement. Service managers and representatives, salespeople, and other employees are often out of sync with customers in terms of perceived value of services, products, and features.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

InMoment XI

OCTOBER 5, 2022

Staff motivation can be a huge challenge for even the best location managers. With so much to manage during every operating hour, a manager’s ability to inspire and motivate employees is limited—but that doesn’t mean it can’t be done. Managers can greatly improve staff motivation by keeping these three areas in mind: 1.

Feedback 370

Feedback Customer Centricity NPS Definition 370

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Workshop 447

Workshop 2023 Healthcare Travel 447

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 156

Management Social Media Call Center Connections 156

Beyond Philosophy

APRIL 16, 2021

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. The post 5 Rules for Successfully Managing Your Company Politics appeared first on CX Consulting.

Management 148

Management Books Consulting Measurement 148

Beyond Philosophy

JUNE 11, 2020

Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. As somebody who manages the Customer Experience, you should think about the customer journey and where you make them wait. I was in a Starbucks recently.

Management 161

Management Insurance Document Consulting 161

Experience Investigators by 360Connext

SEPTEMBER 10, 2015

The post 5 Ways to Rock your Worst Case Customer Experience Scenario appeared first on Customer Experience Consulting. On their best day, they fall in love with our products, they get excited at the unexpected moments of delight we offer, and they move on to become evangelists whose loyalty can’t be threatened. […].

Customer Experience 297

Customer Experience Customer Journey Consulting Loyalty 297

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. Yet, too many companies see their call center as only a cost and something that can be managed or minimized by reducing headcount and shifting to lower cost channels.

Call Center 370

Call Center Customer Experience Measurement Financial 370

InMoment XI

JULY 24, 2024

Customer experience management (CX) can be time-consuming and resource-intensive. This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. What Are Customer Experience Services?

Technology 195

Technology Customer Experience Workshop ROI 195

CloudCherry

MARCH 8, 2019

Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She specializes in understanding Customer Journey Management in-depth and has a keen sense to create Customer delight in every step of the way. She is the head of Customer Experience at Courts Malaysia SDN BHD. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Manage different customers differently.

Management 155

Management Customer Experience B2B B2C 155

Customer Bliss

APRIL 23, 2021

Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. I’ve interviewed my friend Joseph Michelli , author, speaker, and organizational consultant, several times and we always have fascinating conversations. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Books Consulting Sports 273

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. However, managing corporate reputation could be tricky for many companies. If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further.

Management 116

Management Social Media Brands Consulting 116

Experience Investigators by 360Connext

OCTOBER 24, 2016

The post Improve the Experience by Asking the Impossible Questions appeared first on Customer Experience Consulting. Asking questions without limitations can lead to a better experience for your customers.

Consulting 252

Consulting Customer Experience Customers Engagement 252

eglobalis

DECEMBER 11, 2024

Related Article: Effective CX Strategies: Digging out of a CX Standstill Global Examples of CX Experimentation Europe Schneider Electric (France): Schneider Electric utilizes experimentation to enhance its energy management solutions. Tata Consultancy Services (India): TCS uses rigorous experimentation to refine its IT services and solutions.

Insights 255

Insights Customer Journey Mapping Omnichannel Effort Score 255

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. PROJECT/PROGRAM MANAGEMENT When it comes time to turn your CX-transforming initiatives from theory into reality, a project manager will be required. Having a good project manager will increase the likelihood of that initiative’s success. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

GetFeedback

FEBRUARY 15, 2019

Gonzalez, a customer experience manager from 1 Day 2 Write and BritStudent. Emily Williams is an HR consultant at Academic brits and Origin writings. Emily advises startups and small businesses on their employees, getting the best talent, managing conflict and so on. Connect on an emotional level with your customers.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

eglobalis

OCTOBER 14, 2024

Certifications are effective for establishing a foundation, but they don’t go far enough in teaching critical thinking, problem-solving, transformation, change management, or practical application. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

BirdEye

OCTOBER 31, 2023

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.

Management 111

Management Social Media Multi-Channel Feedback 111

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

SEPTEMBER 16, 2024

Consultation with the doctor – offers information on the patient’s satisfaction with the doctor’s communication and overall behavior. Consultation – captures patient feedback on consultations offered by the staff, including dosage and general medication advice. Why is Patient Feedback Important? or general feedback.

Feedback 195

Feedback Healthcare Hospitality Consulting 195

Experience Investigators by 360Connext

APRIL 7, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Airlines 307

Airlines Customer Experience Travel Books 307

Experience Investigators by 360Connext

JANUARY 8, 2018

In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers. appeared first on Customer Experience Consulting. Maybe you can’t get every fix you want, but asking for these ideas spurs the kind of thinking that leads to real customer experience repair.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

CSM Magazine

DECEMBER 3, 2024

In the realm of AI consulting services lies the role of guiding the creation and upkeep of AI powered systems that not only function but also flourish. Tailored Solutions for Real Competitive Advantage The key essence of AI consulting is its focus on customization. doesn’t serve as a substitute for humans.

Competitive Advantage 52

Competitive Advantage Consulting E Commerce E-support 52

BirdEye

DECEMBER 5, 2023

A solid local online reputation management strategy can help you show up in local search queries, build trust with potential customers, and improve conversion rates significantly. This blog post covers everything you need for local reputation management and brings you seven best strategies to grow your local business.

Management 111

Management Social Media Multi-Channel Feedback 111

InMoment XI

MARCH 2, 2022

As viewed by many consulting organizations in their evaluations of this unfolding era of chronic talent shortages coupled with low unemployment rates, the conjoined, common themes of enterprise humanity and reframed purpose seem to be among the most attainable stakeholder prescriptives for dealing with the current employee landscape.

Culture 195

Culture Connections Leadership Consulting 195

InMoment XI

DECEMBER 1, 2022

Despite increased investment, experience management programs have plateaued. Because experiences don’t need to be managed or measured , they need to be improved. Ultimately, our clients are able to move the needle and go beyond managing their experience to actually improving it. What Is Experience Improvement (XI)?

Automotive 370

Automotive Return on Investment ROI Reference 370

InMoment XI

FEBRUARY 1, 2022

That’s why we suggest getting your team together (and maybe including some expert consultants like our Strategic Insights Team) to decide what problem you’re trying to solve or what you’re trying to improve. This can be inferred data (such as customer relationship management data) or internal data (from emails, slack, and the like).

Customer Experience 396

Customer Experience Social Media Customer Relationship Management Feedback 396

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. This capability empowers you to elevate customer experiences on a global scale.

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

Customer Bliss

SEPTEMBER 27, 2018

During this change management process, Lucy explains that in bringing various teams together, in addition to presentations, she brought in a management consultant to help them bridge communications and achieve their mission. CX #CustExp Click To Tweet. Acquire the Right Talent to Help You Execute.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

TechSee

NOVEMBER 10, 2020

In addition, they are required to manage costs in a cross-functional manner to avoid the typical tradeoffs that sometimes occur when making changes in service. If the technician needs assistance, he can transmit videos and images of technical issues from the field while consulting with a remote expert, eliminating the need for a repeat visit.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207