CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Below are key points from this discussion.

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CCNG Technology Employee engagement Government 195

CCNG

AUGUST 16, 2023

Has the customer used it enough to know if it’s satisfactory and meets their requirements? Is there an option to provide feedback after several months of use? PLEADING FOR 5’S Automobile dealerships are notorious for asking, begging, and even pressuring customers to give them all 5’s or else! There are pitfalls to this strategy.

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Surveys CCNG Airlines Consulting 195

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. These metrics are also important to drive internal support for your customer engagement and loyalty programs.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

MARCH 8, 2023

This means considering employee feedback, even when this feedback may not always be easy to hear. Leaders should approach mistakes and customer issues with an open mind and a willingness to learn from them, rather than approaching unpleasant feedback as personal criticism or embarrassment.

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Morale Contact Center CCNG Agent burnout 195

CCNG

APRIL 27, 2022

I was hired by this CEO to change the culture from customer service to sales because 95% of this company’s clients were in the consumer products and services industry. I would harness their ideas and run the game plan by them; then they would give me feedback. NOTHING was done without constant feedback.

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CCNG Contact Center Scripts Feedback 195

CCNG

OCTOBER 19, 2022

(Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Oracle, 2018) 79% of consumers who shared complaints about poor customer experience online had their complaints ignored.

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Customer Experience Journey mapping Metrics Surveys 195