Help Scout

AUGUST 22, 2023

Heartwarming stories from customer service professionals about times they received great customer service. Read the full article

Customer Service 52

Customer Service 52

Mindtouch

OCTOBER 1, 2018

His talent for training agents to speak to customers as humans, rather than script readers, put him on a successful path to onboarding new customers in as little as three months. For Ari, customer service is about going beyond the daily duties of serving a customer, it’s about recognizing them as individuals.

Scripts 59

Scripts Personalization Feedback Customer Service 59

Clarabridge

AUGUST 10, 2017

Forrester data shows that 72% of businesses say improving Customer Experience (CX) is their top priority. In order to ensure a customer experience program has a strong foundation, companies need a customer experience champion. What is a Customer Experience (CX) Champion? Figure out their preferences.

Customer Experience 49

Customer Experience Customer centricity Customer retention Contact Center 49

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is. So, What’s the Problem?

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. My Comment: Customer Experience (CX) doesn’t have to be complicated.

Customer Service 196

Customer Service B2B B2C Advertising 196

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Customer success is one of the most impactful teams on the post-sale experience. Customer success teams play a strategic role in driving product adoption.

B2B 92

B2B SaaS Sales Accountability 92

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Clarabridge

JULY 20, 2017

Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

Customer Experience 40

Customer Experience Customer centricity Accountability Technology 40

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. Who can apply? What’s in it for you? 3- Get some solid PR. 3- Get some solid PR.

Customer Experience 49

Customer Experience Airlines Customer centricity Best practices 49

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are my top five picks from last week.

Customer Service 179

Customer Service First call resolution Self service Customer Experience 179

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I beg to differ. This is about the performance of your people. I know you will enjoy this episode!

Accountability 196

Accountability Coaching Best practices Customer Service 196

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 239

Customer Experience Consulting Consulting Marketing 239

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience.

Customer Experience 231

Customer Experience Consulting Consulting Marketing 231

Clarabridge

FEBRUARY 21, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. Who can apply? What’s in it for you? 3- Get some solid PR. 3- Get some solid PR.

Customer Experience 40

Customer Experience Airlines Customer centricity Best practices 40

Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Best practices 60

Best practices Contact Center Feedback Customer Service 60

Beyond Philosophy

OCTOBER 23, 2021

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. As a direct result of the pandemic, customer expectations have changed dramatically. QUI Customer Experience Strategies from the Pandemic.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

TeamSupport

MAY 26, 2020

Creating strong relationships with your customers isn’t something that happens overnight. And, every customer has a unique personality and perspective on business relationships. How should you proceed in better understanding your customers so you can build a stronger bond with them? Ever been around a group of young pups?

B2B 69

B2B Personalization Sales Customer Support 69

CustomerSuccessBox

JUNE 28, 2021

As Customer Success Managers one of our many hats is to ensure our customer champions know how to get the most out of your product. We work closely with our customers to ensure they are well trained on the product. The customers are informed of new features and updates. Think about one of your customer champions.

Sales 72

Sales Personalization Management 72

ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Customer service is a key component of the customer experience.

Customer centricity 321

Customer centricity Employee engagement Customer Experience Customer Service 321

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

IdeasUnlimited

NOVEMBER 29, 2023

The recent announcement of IdeasUnlimited being honored with both the Clutch Global and Clutch Champion awards is a testament to the company’s exceptional standing in the business world. In an announcement that reverberated through the industry, IdeasUnlimited has proudly secured both the Clutch Global and Clutch Champion awards.

Business Process Outsourcing 59

Business Process Outsourcing industry standards Call Center outsourcing 59

CCNG

JUNE 29, 2021

an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

ShepHyken

AUGUST 22, 2017

Nicky Billou on How to Think and Win Like a Champion. Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion. This ties into Shep’s concept that when it comes to customer service, everyone can be a leader. Create champions. –

Personalization 179

Personalization Customer Service Management 179

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

ShepHyken

OCTOBER 23, 2018

Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 234

Chief Customer Officer Telecommunications Feedback Marketing 234

CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

Beyond Philosophy

NOVEMBER 5, 2022

As champions of Customer Experience, we don’t need to tell you how crucial it is to get people to change. Chance shares with us why she wrote the book, some constructive criticism for the Customer Experience movement, suggestions for a winning strategy, and step-by-step instructions for how to gain support for your ideas.

Construction 221

Construction Consulting Consulting Customer Experience 221

Nicereply

JULY 20, 2020

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Customer Support 93

Customer Support 93

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. She is a force to be reckoned with as a writer and speaker on customer experience.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Customer Interactions

JULY 7, 2015

We congratulate David Payne, Assistant VP, Contact Center at The Standard, a provider of employee benefits, retirement plans and insurance,for winning 1to1 Magazine’s 2011 Customer Champion Award. We sat down with David to ask him about what being a Customer Champion means to him.

Contact Center 28

Contact Center Customer Experience 28

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 146

Customer Service Customer centricity Customer Experience Feedback 146

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

Toister Performance Solutions

JANUARY 30, 2020

Scaling culture is a big challenge in customer-focused organizations. Team champions are a solution I'm increasingly seeing. Champions, also known as culture ambassadors, are people who help promote the culture in their individual departments or teams. Here are a few things we discussed: What is a team champions program?

Finance 87

Finance Customer Service 87

Russel Lolacher

MARCH 29, 2022

No executive champions – You can’t be alone in your effort to grow and improve your digital engagement. It is essential to have someone at the executive table (or has the C-suite’s ear) who champions your work and its benefits on your behalf. Success Barriers. What to do about it – again, tell the story.

Government 98

Government Education Management Personalization 98