Beyond Philosophy

APRIL 15, 2019

Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. into company routines.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

COPC

JULY 20, 2023

However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?”

Service level 71

Service level Abandon rate contact center workforce Contact Center 71

Eptica

MARCH 27, 2019

The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference By Claes Fornell My next recommendation is from Professor Claes Fornell , who developed the American Customer Satisfaction Index (ACSI), the cross-industry benchmark that measures how consumers feel about the products they buy. Share this page on: Tweet.

Airlines 66

Airlines Best practices Benchmark Engineering 66

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Branch Mesenger

SEPTEMBER 10, 2018

Southwest Airlines. She's the CEO of CX Journey , an author, speaker, and a customer experience consultant. If you read any book about culture, if Southwest Airlines isn't mentioned in their I would be shocked. Don't benchmark yourself against something. Tactics to change culture in your company. Absolutely.

Airlines 13

Airlines Best practices Consulting Consulting 13

Comm100

MAY 21, 2019

Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too. The conference kicked off with a keynote from customer service author, consultant, and trainer, Jeff Toister.

Contact Center 57

Contact Center Surveys Best practices Metrics 57