The Petrova Experience

APRIL 3, 2024

And when they are confused about what customer experience is. We are breaking down inaccurate assumptions about customer experience and diving into how customer experience adds value. Customer Experience is Not Customer Service – or Customer Care Customer service is only one piece of the overall customer experience.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

Customer Centric Support

FEBRUARY 6, 2017

On a larger scale, a few years ago Bank of America leadership was fraught with staffing issues at all of their many international call centers. Debi founded The Mindful Call Center consulting, and is currently dedicated to combining these two worlds and helping Customer Service employees and their companies blossom.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90

ClearAction

NOVEMBER 16, 2017

Are roles and responsibilities written from the customer’s “so what?” A manager at SunTrust began asking in every meeting: “Are we doing this because customers have said so, or because we’ve been in banking for so long?” can cause a costly customer experience snafu. What is Customer Experience Value Creation? (4-point

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Advanced usage–Do experienced customers will have different priorities? Online services (e.g.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

Consulting 135

Consulting Consulting Metrics Feedback 135

GetFeedback

JANUARY 6, 2020

In B2C, yes, in many cases there is exactly one customer as the buyer and user. Examples might include shoppers at a store, a personal banking account, or cell phone service. Some companies display posters of different personas to remind employees of who they are serving. . Just one company selling to one consumer, right? .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Fenero

SEPTEMBER 15, 2018

This not only destroys the agent's soul but also customer satisfaction. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc. that are customer-centric and employee focused. There is no secret to building employee engagement.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

This not only destroys the agent’s soul but also customer satisfaction. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc. that are customer-centric and employee focused. There is no secret to building employee engagement.

Call Center 8

Call Center Morale Automotive Metrics 8