Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Employee engagement and ambassadorship: linking to customer behavior. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Quality Contact Solutions

DECEMBER 31, 1969

Over-training in the call center can create an entirely new set of problems to include budget concerns, loss of employee engagement, increased stress among employees, and worst of all, confusion around priorities. How do we stop the madness and ensure that we aren’t over-training our employees? Request a Price Quote.

Telemarketing 56

Telemarketing Call Center outsourcing Sales 56

Taylor Reach Group

NOVEMBER 21, 2019

A large Business Process Outsourcer (BPO) recently engaged TRG to help address these challenges in new and creative ways. In another recent engagement, for an in-house Business to Consumer (B2C) operation, TRG uncovered different issues that also surprised senior management. How would your center fare in a similar analysis?

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Customer Guru

AUGUST 8, 2018

He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Her vast experience of over 20 years helps her clients achieve employee engagement, customer loyalty, and overall customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. In over a decade of performance measurement, only key driver (simple regression/correlation) analysis around a single number metric were reported. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.

B2C 257

B2C B2B Metrics Entertainment 257