Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric.

Customer centricity 105

Customer centricity Customer Experience Construction Chief Customer Officer 105

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I won’t even get into why they Scottish chose not to go.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

PeopleMetrics

APRIL 9, 2015

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. Let''s dive in. What Lies Beneath.

Customer Experience 125

Customer Experience Customer centricity Employee engagement Feedback 125

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Toister Performance Solutions

OCTOBER 28, 2021

I had just met him at a conference. In each organization, the vision is a shared definition of outstanding customer experience that gets everyone on the same page. Skill #2: Engage employees The second skill in leadership is to make sure everyone understands the vision. "How do you define leadership?"

Employee engagement 71

Employee engagement Customer centricity Metrics Customer Service 71

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." Improve your business and your customer's experience! . 6 Key Benefits of Employee Call Off Lines.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Customer Centric Support

SEPTEMBER 28, 2017

Here are the biggest themes and take-aways from The City of Lights: Culture And Employee Engagement Are Still Number One – These two topics dominate so many conversations and fill conference halls on a regular basis. Confused on what AI is and what it actually does for the customer experience?

Contact Center 92

Contact Center Customer centricity Employee engagement Analytics 92

ijgolding

OCTOBER 19, 2015

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. The most customer centric organisations in the world recognise and very much appreciate this fact.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

Russel Lolacher

MARCH 2, 2021

Tell us about yourself and share some background about your government organization’s social customer experience strategy (and how you ended up joining BC Public Service)? Our customers are comparing us to the last great customer experience they had, not other government agencies. And the thing about expectations?

Government 52

Government Customer Care Transportation Benchmark 52

delighted

MARCH 15, 2019

A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience.

Surveys 74

Surveys Benchmark B2B Feedback 74

Natalie Petouhof

JUNE 9, 2016

The six areas are: increased revenue through new products and services; enhanced communications, marketing and public relations; improved employee engagement; better business cost efficiencies; expanded business value in customer service; and heightened senior leadership and board member business guidance.

Technology 45

Technology CRM Customer centricity Analytics 45

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Employee and agent feedback should be a two-way street. Does your organization listen to its employees?

Best practices 140

Best practices Feedback Call Center Coaching 140

Beyond Philosophy

JUNE 4, 2015

Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies. And, branding the customer experience requires that the brand’s image, its personality if you will, is sustained and reinforced in communications and in every point of contact.

Airlines 360

Airlines Marketing Enterprise Advertising 360

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. The field service industry is lucky to have several thought leaders who publish their expert views, speak at conferences, and share their philosophy with others in the field.

Automotive 41

Automotive Management Enterprise B2B 41

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Beyond Philosophy

JUNE 20, 2015

As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. The second, a B2B example, involves a major business services firm.

B2C 257

B2C B2B Metrics Entertainment 257

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. At the same time, customer experience (CX) is evolving rapidly.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Some companies display posters of different personas to remind employees of who they are serving. . Source: Forrester . that will participate in a buying journey.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Contact Center 59

Contact Center Coaching Scripts Management 59

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. And I think he’s going to add a very interesting perspective to how we can sort of engage and connect with others to improve the employee experience.

Personalization 52

Personalization Employee engagement Customer Experience Scripts 52