Whose job is it anyway? The importance of accountability in the world of Customer Experience


It certainly brings to life scenarios and phenomena that many people experience on a regular basis: Lack of accountability. The importance of accountability in the world of Customer Experience appeared first on I J Golding.

Hold those employees accountable, not me

Beyond Morale

Why is it that many people in power positions with oversight of many employees are very willing to HOLD people accountable and construct policies, consequences, and punishments but do not want these constraints placed on themselves? The post Hold those employees accountable, not me appeared first on Improving Employee Engagement & Leadership. Why is it employees want consequences placed on others that they wouldn’t place on themselves?

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6 Levers For Executive Commitment to CX (Infographic)

Customer Experience Matters

CCXP3 Organizational Adoption and Accountability Chief customer officer Customer experience Executive leadership Infographic Purposeful LeadershipIn the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment.

CX Competency: Employee Engagement (Video)

Customer Experience Matters

CCXP1 Customer-Centric Culture CCXP3 Organizational Adoption and Accountability Customer experience Employee EngagementTemkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture.

To a More Cost-Efficient 2018

Contact Center Pipeline

You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to). Many of you reading this are likely in the throes of it right now: the annual budgeting process.

Strategic Customer Experience Action on Voice of Customer


They stewed over our survey results for quite a while, and, facilitated by our VP-CX, they eventually agreed on a company-wide approach to interpreting, acting on, and being accountable for progress, resolution, and prevention of issue recurrence.

"Follow the Leader" Featuring Todd Hixson

Call Center Weekly

Have an accountability process with partners. What are some forecasting best practices that you utilize? Here's a quick tip for each area of forecasting. And yes, make sure you include all four! Volume: Clean anomalies. This includes high abandons (look at redials).

Skills-based ACD vs. Omnichannel Routing

Bright Pattern

Standard ACD s with skills based routing route voice calls based on skills, function and priority, but does not take into account routing for additional channels.

Putting Humanity in Contact Centers

Customer Relationship Metrics

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”.

Strategy Drives Structure

Brad Cleveland

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.”

Coaching for Success: A Quick How To

Call Center Weekly

By getting the coaches to acknowledge their opportunities, you are helping them to take accountability for their performance. By Celia Pagliughi Let us first define who coaches are and what coaching is. W ho is a coach? It is very simple; we are all coaches.

A Learner Centered Approach: Retaining Your Tenured Employees Through Client Transition

Call Center Weekly

Without it, the perception of accountability will undermine all other efforts to ignite a passion for learning.

5 Questions to Think About When Planning System Integration

Aria Solutions

an account and a contact, and the account was successfully created but the contact failed the validation), it must be ensured that the account record is removed again. The account should only be created for a successful order submission, but not if the order submission fails.

Staffing for Weekends

Brad Cleveland

That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae. Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends.

The Impact of Good Email Management on Great Service [INFOGRAPHIC]

Win the Customer

Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion in 2013 to over 4.9 billion by the end of 2017.

Why your contact center is a massive fraud risk

Call Center Coach

This was a great idea 20 years ago, after all 20 years ago no one would know the name of your elementary school or best friend, but I surely don’t need to convince you that a low level criminal with a dial up connection and a Facebook account can figure that out.”.

6 Extremes That Are Killing the Productivity of your Telecommuting Employees

Call Center Weekly

You can show your employees you trust them, and still hold them accountable for their production. Setting goals, assigning projects, and checking progress keeps your employees accountable.

"Follow the Leader" Featuring Bridget Horan

Call Center Weekly

Bridget has also served leadership roles in customer service, accounting, executive and public relations for over 20 years. What are your thoughts on customer experience at the executive level? Today, the customer journey is more intricate than ever, moving across multiple devices and platforms as products are researched, compared, price matched, and purchased. With every step, customer expectations are seamless, and if a brand can’t deliver, customers go elsewhere.

Become a Consumer Customer Service Expert !

Teresa Allen

In an era of 24/7 cable national cable news coverage and millions of smart phones, Twitter accounts, and Instagram followers, even an incident far more insignificant than this can have long lasting repercussions for an organization.

Avoid Angry Customers with The No Fault Technique

Toister Performance Solutions

Lisa Dezoete, an Accounting Administrator at Truckstop.com, often has to contact customers to collect payments for unpaid accounts. Dezoete then tries to work with her customers to find a solution, such as giving an extension when needed or canceling an unwanted account.

Instant Satisfaction: How to Meet Rising Customer Expectations

Return Customer

In order to optimize payment processing efficiency, businesses should also adopt cloud accounting software capable of integrating with mobile payment processing.

Essential Do’s & Don’ts for Customer Experience on Twitter

Win the Customer

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. The most successful of these businesses carefully craft tweets capable of building an engaged community. The result […]. Communication Culture Customer Experience Customer Service Technology

Here’s a Training Activity for Empathy In Customer Service

Myra Golden Media

To see this credit reflected on your account, you can click on the calendar date for your upcoming order in the “Delivery Schedule” section of the “My Account” page on our website.

State of Business-to-Business Customer Experience Management


After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients.

B2C 41

Why Only 15% of Voice of Customer Programs are “Very Successful”


Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. The C-team focused on these action plan metrics in each business unit’s and account team’s bonus formula.

The Score: Good Customer Service 1 Technology 0


I was doing some research and had a few questions that required me to go to F1’s website because of an issue with my account. Don’t you hate it when you have an urgent customer service matter that requires live assistance?

Workforce Management Tools Enable Successful Telecommuting


Photos by Thought Catalog and Bench Accounting on Unsplash. Jim Reidy spoke about telecommuting at the Society for Human Resource Management’s 2016 Employment Law & Legislative Conference in Washington, D.C.

Customer-Centric Netflix Wins Big in the Most Surprising Way


They took into account how these customers are actually RAVING FANS of their product. Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things.

RCDA drives KPI achievement through call flow enhancement and agent and leadership development

Robert Davis

Sales per 100, customer care queue – Utilized a process that focused on reviewing the customer’s account and discovery questions. Bundles – Trained agents on the importance of utilizing an account review and transition to strategic discovery questions to build the offer.

Shocking! Yahoo’s data breach

Beyond Philosophy

If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? It’s because 500 million of Yahoo’s account users’ names, email addresses, telephone numbers, birth dates, scrambled passwords, and security questions are in the wind.

Don’t Be Ridiculous


Then she asked for the name on the account. She then informed Bob that he was not authorized to change the account. One of my colleagues in the speaking business, Bob Wendover, sent in this amazing story – and it’s not amazing in a good way.

Big Banks: What Are They Hiding?

Beyond Philosophy

Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. They expose patterns of wrongdoing and hold big corporations accountable.

“Sorry Seems To Be The Hardest Word” – How To Apologize

Beyond Philosophy

Seeing that Wells Fargo violated the trust of their customers by their employees opening and moving customers money into their account, they had to accept responsibility. By accepting responsibility, the CEO had to show remorse for the way it didn’t handle their customer accounts responsibly.

Lose the Customer’s Confidence and You Lose the Customer


They take care of our checking accounts and credit cards for our entire family, and we were having a problem transferring money from one account to another. He was able to take a look at several of our accounts and discovered why we were having our problem, and he fixed it.

Customer Experience Professionals’ Essential Toolkit


15) Single-Page Strategy : maintain high visibility, transparency, accountability, and active executive sponsorship on key drivers of customer loyalty by using single-page strategies in ops reviews, staff meetings, customer rooms, war rooms, etc.

Why Must I Repeat Myself Again and Again?


Why did she ask for my account or customer number? Louis, MO and she had my account up on her screen. Some programs use voice print technology to match the customer’s voice to their account. Customer Support.

10 Silos Impact Customer Experience


The good side: variety, ownership, accountability, specialization, and efficiency — yes, we need these. It means hassles: having to re-explain the situation, or worse, having to recite yet again account numbers and security answers. 10 Silos Impact Customer Experience Lynn Hunsaker.