Customer Service Life
MAY 6, 2019
We’ve rolled the guide out to the team by weaving it into new hire and recursive training and using quality assurance to make sure it’s used consistently on every customer interaction. While I believe journey mapping proved to be a fruitful exercise, there were some opportunities for improvement. What worked.
CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. With the maps, you’ve identified things that are going well and those that aren’t.
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Bill Quiseng
NOVEMBER 22, 2023
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.
CX Accelerator
DECEMBER 31, 2018
Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.
Global Response
MARCH 27, 2024
Start with a customer journey map to understand the different touchpoints in which customers interact with your business. Regularly train and update your agents. Any script changes should be reflected in training materials, and agents must then be re-trained on the updated script. Let’s explore some best practices.
GetFeedback
AUGUST 14, 2019
Goal 2: Coach employees. Using this to coach employees and share how to improve their feedback will help improve the experience overall for future customers. . Customer journey mapping and CSAT scores: a satisfying match. Review and benchmark CSAT at several points along the journey. It’s truly a win-win.
ChurnZero
MAY 3, 2022
Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. On their YouTube channel , you’ll find everything from quick bites of advice to in-depth discussions with CS leaders. We’ll help you find your path to success.
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