TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Steven Van Belleghem, Global Thought Leader in the field of Customer Experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

NOVEMBER 9, 2023

Leadership Skills We’ve put this in the first place because it is certainly the most vital skill any manager should have, regardless of their industry. Leadership might sound elusive, so we’ll break down what we mean.

Customer Service 137

Customer Service Management Feedback Chatbots 137

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. Is the loop-back process efficient and effective?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

ShepHyken

NOVEMBER 22, 2021

Here, members of Forbes Communications Council share their best insights to help you devise an effective strategy for improving your CX. My comments here aren’t as much directed at all employees, which is what the tip implies, but really at leadership. So, we surveyed 1,000+ US consumers to learn what they thought.

Customer Service 207

Customer Service Customer Experience Surveys Management 207

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Also, Bob has done one critical thing that most CEO’s don’t.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CSM Magazine

FEBRUARY 12, 2024

Ask yourself what you wish to achieve: Is it brand awareness, lead generation, or establishing thought leadership? Thoughtful Branding and Marketing Effective branding and marketing before, during, and after the event are essential for creating a lasting impact.

Entertainment 95

Entertainment Benchmark Transportation Advertising 95

Beyond Philosophy

MARCH 10, 2015

No one relishes the thought of calling the client they have let down or the customer that is rightfully frustrated and explain that they are the one that is responsible. I’d be interested to hear your insight in the comments below. No one likes the consequences of their mistakes. What do you do when you make a mistake?

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

ShepHyken

MARCH 1, 2022

Leadership needs to take advantage of their knowledge! As soon as you start asking the front lines to share their thoughts and opinions, you’re automatically ahead of the game.” How can frontline insights improve customer experience? They get feedback from customers. They see how decisions are made in real-time.

Consulting 161

Consulting Consulting Marketing Feedback 161

ShepHyken

FEBRUARY 28, 2022

As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. We expect to see a stronger emphasis on inspiring consumer confidence, a growing need for brand differentiation, converging CX-related functions, and a new focus on creative work that leverages data insights. My Comment: Here’s a new idea.

Customer Service 173

Customer Service Customer Experience Personalization Sales 173

Concentrix

AUGUST 31, 2021

Download our roadmap of thought leadership content – Industry Insights, Learning From Leaders, and Ideas & Innovations. The post Voice of the Customer Thought Leadership Roadmap appeared first on Concentrix.

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Beyond Philosophy

FEBRUARY 2, 2015

Malini Mohana, Neuropsychology researcher from the University of Cape Town, South Africa defined it like this: “Music can be thought of as a type of perceptual illusion, much the same way in which a collage is perceived. This is because music has a language of its own.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. To assist both individuals and managers in helping determine readiness to move from employee satisfaction and engagement to ambassadorship, we have designed a brief, but insightful, self-assessment survey. Michael Lowenstein, Ph.D.,

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

Beyond Philosophy

SEPTEMBER 20, 2018

What the leadership at an organization does is what their direct reports will do. If leadership creates a safe atmosphere for employees where they are respected, valued, and listened to, then their employees will tell them the truth. It might come as a surprise to some of you, and I am sorry if you thought I would.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. These are profound insights, representing level of commitment to customer value delivery. Michael Lowenstein, Ph.D., Employee life cycle.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Consulting 148

Consulting Consulting Enterprise Customer Experience 148

Satrix Solutions

APRIL 21, 2022

Acquiring customer feedback in a thoughtful and deliberate way could validate or entirely refute the action being considered, but it’s more likely to supply valuable context that will help inform the approach and better anticipate customer reaction. What’s the best way to collect the customer insights needed?

Customer Experience 103

Customer Experience B2B Feedback Consulting 103

Beyond Philosophy

MARCH 12, 2015

Have you ever got three quotes for a service and thought. Have you ever gone to a store because it had many options, but then left without buying anything because you couldn’t choose between all the options that were available? Have you ever yelled at an inanimate object because it was frustrating you?

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession. Michael Lowenstein, Ph.D.,

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

JANUARY 2, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights.

Airlines 277

Airlines Customer advocacy Consulting Consulting 277

JustCall

MARCH 8, 2023

More women are making strides in leadership roles. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. As a thought leader in the field, Sue is known for her customer-centric mindset and her ability to drive growth through solid CX programs.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). Blogs Thought Leadership'

Marketing 398

Marketing Advertising B2C Customer advocacy 398

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. It enables companies to more effectively communicate with customers, socially engage with them, and generate additional insight on their evolving needs and wants. Michael Lowenstein, Ph.D., His full descriptions can be seen in this blog: [link].

Gamification 265

Gamification Big data Personalization Feedback 265

Beyond Philosophy

NOVEMBER 4, 2021

Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. I thought I would share a recent one we had come in here with you because many of you readers might have the same problem. Also, remember that leadership can emerge from anywhere.

Metrics 195

Metrics Consulting Consulting Customer Experience 195

Peter Lavers

JULY 24, 2020

Who’d have thought that Tesla – unencumbered with traditional dealer channels – would be the UK’s top selling car brand in a given month? We need to be like this in our businesses – and not just the sales data! Digital transformation – oh, no not those words again!

B2B 130

B2B Accountability Marketing Sales 130

Anexa BPO

SEPTEMBER 6, 2023

However, the challenge often lies in deciphering how to cultivate engagement within a team where employees might be hesitant to express their thoughts, question whether their voices are heard, or perceive leadership indifference. There are several types of employee surveys that can achieve these insights.

Employee engagement 52

Employee engagement Surveys Business Process Outsourcing Technical Support 52

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team, manuals hit desks… and within two weeks, nothing has changed. Does no one want to see change?

Customer Service 146

Customer Service Personalization Surveys Chatbots 146

Nicereply

MARCH 23, 2021

Heidi Craun – Founder of Insightful Delight , a boutique customer support consultancy, as well as Intermitten , a unique tech conference centered around creativity, community and diversity. Shep’s an author, speaker and thought leader on all things customer service. Read his eloquent thoughts on customer service on his blog.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Fonolo

JANUARY 28, 2021

We have some fascinating insights — read on! FACT: ‘ Customer perception ’ is a term used to describe a consumer or a group of consumers’ thoughts and feelings about a company. They work closely with agents and keep a close eye on the ground while still maintaining a leadership role. Adopt new tools and tactics.

Contact Center 175

Contact Center Management Call Center Feedback 175

Call Center Weekly

FEBRUARY 1, 2018

They are free to open thoughts, offer ideas, and take us to new doorways of thinking. Unless you’re in the trenches doing the work they do, many of their insights will be hidden from you. I worked with someone who was extremely frustrated with the lack of leadership they received. This person became ineffective.

Coaching 174

Coaching Finance Feedback Personalization 174

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience 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 industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Totango

JANUARY 12, 2022

The ideal response for this question would be for the candidate to share insights into who they are as a person, what drives their passion and what they value most. It’s an important question whether the role the candidate is applying for is a leadership position or not because all CSMs need to be leaders. What is your “Why”? .

Management 95

Management Enterprise Personalization Technology 95

Beyond Philosophy

JULY 5, 2016

CMC Thought Leadership Principal, Beyond Philosophy. A couple of years ago, Bridget Duffy, MD, who is the Chief Medical Officer of Vocera Communications, wrote an insightful CustomerThink blog post about how emotional connections, coming out of a culture of humanity, can drive customer loyalty behavior and company growth.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

AWS Machine Learning

FEBRUARY 1, 2024

Data prep involves careful formatting and thoughtful contextualization, working backward from the customer problem. With this integration, SageMaker Canvas provides an end-to-end no-code workspace to prepare data, build, and use machine learning (ML) and Amazon Bedrock foundation models to accelerate the time from data to business insights.

Technology 88

Technology Accountability Personalization Management 88

Call Center Weekly

JULY 21, 2017

Often, leadership misapplies this behavior. They look outward (at staff) rather than inward (leadership) to address these behaviors. So, it is imperative that leadership employ the right strategy to combat this. Passion will take us farther than we thought we could go. This MUST be a leadership initiative!

Contact Center 143

Contact Center Employee engagement Metrics Government 143

CX Global Media

JULY 17, 2018

So we thought it was best to reveal to you how to build your very own contact center supervisor dream team. Just think about this from the Centre for Workplace Leadership : The frontline is, in many ways, a new frontier where organizations can change the way they respond to the environment. Click to Tweet ). Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

ShepHyken

FEBRUARY 16, 2020

Such insights here can include developing entirely new products or services, new markets and customer segments to target, and partner and M&A candidates. Freshdesk) We have compiled a set of great customer service quotes, from which you can consume as quick thought leadership lessons on delighting customers.

Customer Service 316

Customer Service B2B Journey mapping Best practices 316

24-7 InTouch

MARCH 8, 2023

Our Director of Inclusion, Sustainability, and Community, Darlene Hunter, offers invaluable insight into the importance of diversity, equity, and inclusion (DEI) in the workplace. Women are underrepresented in key leadership roles within organizations. Q: Why do you believe DEI is crucial for advancing women in the workplace?

Metrics 98

Metrics Personalization 98