Beyond Philosophy

NOVEMBER 30, 2023

However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. This strategy is ideal for getting an improvement program off the ground. However, to create a breakthrough to change the organization’s culture, you can’t stop there. NICE Systems, Inc., and Fred Reichheld.

Finance 195

Finance Customer centricity Accountability Technical Support 195

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” Stop, Collaborate, and Listen.” NPS, CSAT, CES, etc.)? NPS, CSAT, CES, etc.)? How will you define success?

Customer Experience 261

Customer Experience contact center solutions Contact Center Metrics 261

Beyond Philosophy

JULY 17, 2017

Some companies get it and they’re creating an emotional connection that brings them loyal fans. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. But many others look to technology. But technology alone is never the answer.

Technology 331

Technology Consulting Consulting Customer emotions 331

ShepHyken

DECEMBER 13, 2019

Get it right, and you give the initiative the very best chances for success. Get it wrong and, at best, you are in for a tortuous journey with an uncertain outcome – you may even be forced to restart the process at twice the cost. Preparation checklist. Know your limits. Map out your journey.

APIs 254

APIs Enterprise Government Customer Experience 254

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”.

Customer Experience 182

Customer Experience contact center solutions Contact Center Metrics 182

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”.

Customer Experience 182

Customer Experience contact center solutions Contact Center Metrics 182

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. It takes deliberate action , honesty, and people that care enough to make it work. But let me stop you there. And the cherry on top?

Customer Service 98

Customer Service Feedback Healthcare Education 98

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Is it in there at all?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

JUNE 25, 2021

Moreover, you should understand the culture where your customers live. We did a podcast on Vaccine Passports not so long ago right when the concept was just getting started. What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

JUNE 21, 2015

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. Valuing Employees is the Foundation for Employee Ambassadorship.

Customer Experience 400

Customer Experience B2C Banking B2B 400

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Management 273

Management Customer Experience Customer Service Coaching 273

Beyond Philosophy

SEPTEMBER 17, 2015

Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. This communication to employees shows me a customer centric company that is lead by the top down on this principle. Not Schultz.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

JUNE 17, 2019

But my blessing/curse does get in the way of enjoying simple things, like restaurant meals. Remembering shows that the server paid attention to a person’s preferences and cared about them. Remembering shows that the server paid attention to a person’s preferences and cared about them. Can I get you anything else?

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel. Turns out, other employees have similar stories.

Airlines 337

Airlines Consulting Consulting Engineering 337

Beyond Philosophy

DECEMBER 28, 2020

Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We covered this topic on a recent podcast.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

DECEMBER 11, 2017

Christmas simply isn’t part of many people’s culture or traditions, and the music can feel overbearing. And some people just don’t care for “Santa Claus is Coming to Town.” Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog?

Consulting 378

Consulting Consulting Sales Customer Experience 378

ProProfs Blog

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Company Overview The first pages of your RFP will always be the “get to know you” section.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Beyond Philosophy

FEBRUARY 28, 2017

Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory. Learn about the company culture and the personalities that inhabit it.

Construction 327

Construction Feedback Consulting Consulting 327

Nicereply

SEPTEMBER 8, 2022

What is an employee experience and why does it matter? While there are several key factors contributing to customer experience, having an employee-centric culture within your organization can significantly add to it. In fact, according to the Deloitte survey , 84% of executives rate employee experience as important.

Customer Experience 78

Customer Experience Employee engagement Customer centricity Surveys 78

ProProfs Blog

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

ProProfs Blog

JULY 20, 2021

” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. . In fact, research shows that higher employee satisfaction leads to a 40% increase in employee productivity, which increases customer satisfaction by 18%, and employee turnover drops by 18%.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

ProProfs Blog

JUNE 5, 2020

Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. While this may be a necessity to “keep the doors open,” be very careful where to cut. The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. Stay tuned! .

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Beyond Philosophy

FEBRUARY 1, 2021

They were not promoting any particular car model, any features, or technology but just getting a message (in primetime) out there that they are working towards using sustainable materials. . You can see that from the Accenture study and further evidence comes from 5W Public Relations’ 2020 Consumer Culture Report.

Marketing 369

Marketing Consulting Consulting Construction 369

Blueship Call Center

OCTOBER 9, 2023

Genuine, ongoing dialogues with your employees will aid in performance improvement and boost client retention. The demands of the consumer should inform everything your customer care staff performs. Develop empathy Just getting to know your customer’s particular needs is the first step.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. I try to do that myself in this blog from time to time too. But what about serving employees?

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

ProProfs Blog

AUGUST 21, 2020

In a competitive business world, empathy makes you pause and see the people you engage with as humans above anything else. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. The contemporary business world is flooded with the dog-eat-dog corporate mentality.

Sales 158

Sales Morale Personalization Scripts 158

Lumoa

FEBRUARY 9, 2023

As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. At the same time, it is also what most companies are missing. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer centricity 121

Customer centricity Coaching Employee engagement Sales 121

Beyond Philosophy

MARCH 15, 2016

It’s “Care.” ” It’s impossible to have customers care for you if they don’t feel you care for them. Your care for them is mandatory; their care for you is optional. Your care for them is mandatory; their care for you is optional. “If The one knob to rule them all.”

Customer Experience 271

Customer Experience Journey mapping Customer Care Customer emotions 271

Nicereply

JUNE 26, 2023

Employee satisfaction, or eSAT, is a measure of how happy employees are in their position. Businesses across industries have recognized employee satisfaction’s pivotal role in their overall success. But how do you figure out how satisfied your employees are? eSAT stands for Employee Satisfaction.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Playvox

MARCH 21, 2024

According to Harvard Business Review , engaged employees deliver better customer experiences. Let’s take a deeper look at the factors that influence employee engagement and morale. It’s the collective emotional state of the team, encompassing their engagement, enthusiasm, and commitment to their roles.

Morale 90

Morale Contact Center Quality management Coaching 90