Steve DiGioia

JUNE 26, 2023

All in the hopes of sharing with others their best theories to separate your business from the competition and to make your customers feel loved and appreciated. Serving our customers should be easy. How to Create a Customer-Centric Culture They come to our business with money in hand and are willing to part with it.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Customer centricity 273

Customer centricity Coaching Finance Customer Service 273

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. It can be a home run.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. That means spending time on the frontlines of customer service.

Customer centricity 189

Customer centricity Employee engagement Coaching Consulting 189

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. This article is the capstone of a 12-part series on Customer-Centered Business: 10 Keys to Organic Growth. Your business can develop customer-centricity DNA.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

JustCall

OCTOBER 16, 2023

The automated call transfer menu could follow a more customer-centric transfer approach, or the call routing could be streamlined, and so on. Smart IVR, automated routing, call scoring, real-time coaching, and system integration are some of the key features of telephony platforms that can be the backbone of a seamless transfer process.

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

CX Global Media

JULY 8, 2019

Now, Lance leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Watch Lance as he reveals the foundation of how he and his team made the contact center an honored guest at the table and how they became a culture catalyst for customer centricity. .

Contact Center 120

Contact Center Education Coaching B2B 120

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Integrity Solutions

JULY 13, 2020

To achieve more, salespeople need to learn how to overcome their self-limiting beliefs — and they need sales managers who are equipped to coach them effectively in this area. Companies that invest in building a customer-centric sales and coaching culture have much higher rates of employee engagement, loyalty and productivity.

Sales 104

Sales Coaching Customer centricity Employee engagement 104

Help Scout

APRIL 29, 2021

Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them. Push authority to the front lines: Skilled customer service teams know how to give good service but are too often held back by inflexible policies.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. The post Call Center Culture of Excellence – How to Build it appeared first on TechSee.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

ShepHyken

JUNE 25, 2021

If your CEO doesn’t demonstrate commitment to the transformation by being the role model for how to deliver a great experience, it won’t happen. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. If she doesn’t live the core values, why should you?

Customer centricity 298

Customer centricity Coaching Consulting Consulting 298

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

OCTOBER 8, 2019

They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up. Measurement is everything. Data can help bridge this gap.

Customer Care 244

Customer Care Customer centricity Analytics Coaching 244

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. . Goal 2: Coach employees.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

CX Global Media

SEPTEMBER 21, 2018

After all, if you are going to transform, your outcome must be to be more customer-centric. From this perspective, the contact center has the ability to pinpoint the needs of your customer better than any other part of your organization. Leverage these 7 tips to fuel customer-centric transformation – Click to Tweet .

Contact Center 291

Contact Center Customer centricity Coaching Call Center 291

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. How to make sure they are coordinated? Customer-centric. Role clarity is absolutely the key.

Upselling 52

Upselling Finance Customer centricity Accountability 52

Noble Systems

APRIL 21, 2020

To make sure agents are fully engaged and can deliver accurate and consistent messaging to customers, ongoing training , coaching and interaction monitoring are essential. When stress levels and anxiety are pervasive, contact center agents and customers need to know the company has their back. We are all in this together.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

Integrity Solutions

NOVEMBER 13, 2020

While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. By the same token, every business has an urgent need to make up revenue gaps, but we still need to understand, respect and honor the customer buying process.

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

CSM Magazine

JUNE 10, 2021

Build momentum around the story – ideally, the story will become a central part of an agent’s thought process, providing a continual source of motivation to help customers. This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

JustCall

OCTOBER 25, 2023

Organizations can improve customer support by having standardized processes and escalation procedures to ensure that agents do not stumble into roadblocks and can get their questions resolved quickly. For this, brands need to adopt customer-centric processes while empowering their agents to help provide exceptional support and services.

Surveys 52

Surveys Best practices Feedback Metrics 52

Contact Center Pipeline

JANUARY 31, 2022

In this month’s most-read posts, our authors offer insights on how the contact center agent’s role has evolved and become more complex, how best to engage with your WFH agents, how to improve your customer-centric self-service options, and how to harness the power of Institutional, Organizational and Operational processes to shape CX excellence (..)

Customer centricity 130

Customer centricity Self service Contact Center Morale 130

Integrity Solutions

MARCH 4, 2020

Sales managers also need to be able to coach their salespeople to have those customer conversations effectively. Your sales team’s ability to meet the customer’s perception of sales ethics will depend on . But one thing is certain: Your customers know it when they see it — and when they don’t.

Sales 70

Sales Coaching B2B Marketing 70

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Break up the Monotony Incorporating gamification elements into your training and coaching programs is one way to help decrease boredom that sometimes comes with traditional training methods.

Gamification 79

Gamification Contact Center Coaching Quality management 79

CSM Practice

DECEMBER 29, 2020

Today we are talking about your business and how to achieve success with your existing customers. With us today we have Irit Eizips, a customer success thought leader whose mission is helping startups to fortune 100 enterprises, establish proactive and scalable customer retention and expansion selling strategy.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Peter Lavers

FEBRUARY 27, 2018

When customer support representatives start at a company, they usually get a bit of training upfront. They learn about a company’s support software, its products and services, and how to communicate and be empathetic in interactions. Your best customer support agents will be great listeners and problem-solvers who want to help others.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

PeopleMetrics

DECEMBER 7, 2015

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your customers. Future business goals are clear, the business is thinking tactically about how to achieve them, and the business wants to keep its current customer base.

Best practices 67

Best practices Customer Experience Customer centricity Customer retention 67

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Customer Success Career (playlist) : Tips for getting hired, then hiring your own team.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming. The research has applications outside of store purchases.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

CSM Magazine

OCTOBER 10, 2023

For instance, your customer success VP might be concerned that short AHTs indicate customers are being rushed into solutions they might not necessarily want and your finance and IT directors both have concerns that long AHTs will increase staffing costs. Understand that the problem is not empathy in itself but how it is coached.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

OCTOBER 17, 2023

The majority (88%) rank engagement scores as the top measurement metric of the future ahead of traditional customer-centric measurement criteria including customer effort and wait times/service levels (78%) or NPS (76%). Calabrio is a trusted ally to leading brands.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

OCTOBER 24, 2023

Data Explorer: AAA NE The ‘Data Explorer’, knowing how to capitalize on the goldmine of contact centre data, was awarded to AAA Northeast. A touchpoint dashboard for each quality program gave teams access to specific performance coaching during monthly supervisor meetings. For more information visit Calabrio.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

NOVEMBER 14, 2023

The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Contact Center Pipeline

APRIL 20, 2015

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals. So how can contact center managers more effectively tie QA results into training?

Contact Center 100

Contact Center Customer centricity Customer Experience Management 100

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Analyzing extensive datasets to forecast trends.

B2B 93

B2B CRM Enterprise Upselling 93

CSM Magazine

APRIL 23, 2021

Rather, service brands tend to possess a more customer-centric organisational mindset, a more robust technology infrastructure, and greater operational flexibility due to the inherent nature of delivering outcomes rather than physical products. How to add value to your offer by designing meaningful experiences.

Entertainment 52

Entertainment APIs Banking Customer centricity 52

SharpenCX

JULY 26, 2023

Here’s why it means a lot more than you think — and how to use it to your advantage. Call center data is any information that comes from customer interactions in your contact center. It provides deeper insights on customers. Want to become more customer centric? What is Call Center Data?

Call Center 67

Call Center Contact Center Contact center software Coaching 67