Building a Customer-Centric Corporate Culture
Feedbackly
JUNE 7, 2020
As the leader in your organization, you might be paying a lot of attention to customer experience. You are aware of its true potential. Source.
Feedbackly
JUNE 7, 2020
As the leader in your organization, you might be paying a lot of attention to customer experience. You are aware of its true potential. Source.
Beyond Philosophy
JUNE 11, 2020
We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.
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Advantage Communications
JUNE 10, 2020
An effective customer support strategy is the foundation of any successful and sustainable business. In fact, according to the American Express 2017 Customer Service Barometer , US consumers are willing to spend 17 percent more to do business with companies that deliver excellent service.
GetFeedback
JUNE 8, 2020
How to design a customer experience that prioritizes the always-evolving human and machine interconnection.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Customer Bliss
JUNE 8, 2020
Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 10, 2020
Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York.
Lumoa
JUNE 8, 2020
eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction.
TechSee
JUNE 9, 2020
Sam and Adele Turner, a retired couple, have noticed that their refrigerator is not working as it should. Yesterday, the butter was softer than normal and today the milk was spoiled. The Turners are worried. Their concern is not so much about having to pay for an appliance repair; rather, they are downright nervous about having a technician come into their home during the current pandemic.
Michel Falcon Experience
JUNE 9, 2020
On this episode, I welcome Aaron Kaufman, the President of the Fifth Element Group, based in Toronto. Aaron asks: What can companies do to rebuild their company culture? When do you empower your team and how do you measure it? How do you prepare a team member for a leadership position? Listen to the podcast by clicking here. Email me if you’d like to be a guest on my podcast.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Alida
JUNE 10, 2020
Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, bolder banking experiences is helping to set them apart from UK high street banks. Customers expect them to do things differently and by listening closely to customers and adapting quickly, they’re able to stay one step ahead of their competition.
Heart of the Customer
JUNE 11, 2020
Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action. As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!
C3Centricity
JUNE 8, 2020
The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.
Beyond Philosophy
JUNE 6, 2020
Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and then felt like they owed you an explanation for what could possibly take that long? Have you ever had such a great time laughing and talking in line with other people that you didn’t even notice how long you waited?
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Lumoa
JUNE 9, 2020
Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. The eCommerce market is expected to grow by 11 trillion dollars between 2021-2025. The pandemic has really spiked up the eCommerce market since many brick-and-mortar retails have been forced to take their business online.
One Millimeter Mindset
JUNE 11, 2020
Imagine yourself on the ocean, coming into port during a dark and stormy night. You chart a course toward port, using the same tools and logic system you originally learned. Doing your job the same way you have always done your job. You never think to ask yourself whether your professional confidence has grown into professional complacency. You become comfortable doing the same things, the same way you always do things.
Kate Nasser
JUNE 7, 2020
Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.
ShepHyken
JUNE 9, 2020
Culture Design in the Customer Experience. Engineering the Mindset and Behaviors Behind Good Customer Service. Shep Hyken interviews Jason Korman , CEO of Gapingvoid Culture Design Group. They discuss how culture impacts customer service and experience and strategies for designing the company culture. Top Takeaways: Culture and culture design are management systems.
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.
Integrity Solutions
JUNE 11, 2020
There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. By Bob McCarthy. The financial services industry has been through its fair share of turmoil in recent years. And then along came a disruption at a scale so massive, it overtook everything else: the global economic and societal response to the coronavirus.
Customers That Stick
JUNE 11, 2020
Empathy requires more than a shift in mindset; it requires a specific set of skills. As a customer experience strategist and customer service trainer , empathy has always been a cornerstone of our approach to customer experience and service. Customer experience is difficult and is defined more than anything by human emotion. Having teams that understand how to both have and demonstrate empathy is essential to delivering Hero-Class® service.
Upstream Works
JUNE 10, 2020
Every aspect of every business has been forced to adapt to COVID-19. While that alone could easily consume all your energy, the impact on your customers must be managed as well. With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. These changes have also happened abruptly.
CSM Practice
JUNE 6, 2020
Renewal Rate, what does that exactly mean? The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
ShepHyken
JUNE 8, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Do You Maintain Customer Experience on a Shrinking Budget? by Phil Britt. (CMSWire) While the most common recommendation is to demonstrate the value of CX programs well before the budget ax falls, that tactic may be too late and not enough to avoid cutbacks in a s
Eptica
JUNE 11, 2020
Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020. Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today.
One Millimeter Mindset
JUNE 9, 2020
Is the story you tell clients and colleagues a trustworthy professional story? Or, does your story shapeshift, depending on who is listening? Depending on What’s In It For You? When the professional story you tell is never the same, twice in a row, consider whether you are building client trust. Plus, when your story is inconsistent, it becomes an exhausting story to tell.
ChurnZero
JUNE 12, 2020
This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams. They focus on how to get things done faster, better, and more efficiently.
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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