The Petrova Experience
JULY 15, 2021
Before we address how to build customer-centric culture , let’s examine the terminology: what culture is and what it is not. What leaderships says on stage at a company offsite is just the first step of building customer-centric culture. What is Customer-Centric Culture? Co-create with Employees.
NICE inContact
DECEMBER 21, 2015
In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type. Calibrate with your customers.
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Customer Relationship Metrics
JULY 26, 2017
When your contact center employees face angry customers, non-customers, or internal staff who are generally unpleasant, emotional labor can be particularly challenging. And it sets agents up to fail in a customer-centric world. Just like you grade the call internally, your customer should grade the call externally.
The Petrova Experience
JUNE 8, 2023
Extend the Customer Journey Let’s analyze this in practice, using a restaurant customer as our example. Customer-centric leaders in this space create digital, in-person, phone, and other experiences that make the reservation process easy, pleasant, and branded. “Thank you for your feedback.”
NobelBiz
MARCH 26, 2024
These components work together to create a cohesive, automated customer service ecosystem. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. – Salesforce Asia Blog Customer Experience Automation (CXA) represents a new era in customer service.
360Connext
MAY 17, 2018
Turning a traditional business into a customer-focused culture won’t happen overnight, regardless of how much you wish it would! The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat. Processes and feedback mechanisms must be set up or re-calibrated.
NobelBiz
APRIL 18, 2023
It is effectively the percentage of customers whose needs and expectations are met on a scale of, say, one to five, with four and five being positive scores. CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. Everything you need to know.
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