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'The following is a Best of 360Connext post. We have a saying around here. We only work with “enlightened leaders.” I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. New revenue, lots of press and attention and a very successful new product rollout had all happened just before we worked together.
'Here are three actions (and the need for a lot of responses) to help you pull the customer experience work into focus: 1. Know Where You Are In the Process. You have assembled many groups of people in the company to identify customer touch points. Yes _ No _. You have brought in customers to validate and course-correct our findings. Yes _ No. You have now held numerous sessions and people are starting to wonder what you are going to do with this mapping.
So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us.
'“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Organizations may try to whitewash it away by describing it as “something we’re working on” or “a service irregularity” or “service exception,” but it is simply, a fail.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.
'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].
'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].
'We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. What about you? It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it.
'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.
My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that.
'There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.
'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].
'The following is a Best of 360Connext post. There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually two sides of the same coin, in my humble opinion. Consider yourself as a loyal customer. We are most likely loyal to some brand or another. I’m sure the Apple enthusiasts out there are already assigning themselves in the Apple column.
'Begin building credibility by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible the operational leaders and matrix organizations who you will be working with. Define the level of collaboration required to be successful. Challenge each other about how realistic it will be to move from silo based approaches to united approaches.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
As I’ve written before, I have the distinct privilege of working with more than 15 health plans throughout the US to consider new approaches and strategies to member engagement, loyalty and profitability as they continue on their own journeys to greater member centricity. While I work with many plans both in the commercial as well. View Article.
'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.
'It’s once again the time of year for me to publish my CX trends. In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.
As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
'The following is a Best of 360Connext post. Who needs mystery shoppers? You do. If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. But I have a specific beef with the standard way mystery shopping works. But, first, let’s talk about what it is v. what it should be.
'The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others.
As I’ve written before, I have the distinct privilege of working with more than 15 health plans throughout the US to consider new approaches and strategies to member engagement, loyalty and profitability as they continue on their own journeys to greater member centricity. While I work with many plans both in the commercial as well.
'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
'78% of top brands today completely ignore their customers online and fail to respond to customer requests on social media channels. Social media offers brands a fantastic opportunity to engage with their customer community and provides an easy channel for enhanced customer experience and customer relationship development today. Most brands today have jumped on board […].
'Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy. So, we thought we would share our practical guide to reaching our goals.
'Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.
'Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. The formula for success is Belief + Investing = Growth.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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