When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye. MORE
Sharing some of the customer-service snafus with friends and colleagues, we’ve discovered that these happenings are all too common for the construction industry. Customer Experience Customer Service communication construction industry poor customer service MORE
Jo asked us to construct a box. The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to. MORE
Do your employees constructively challenge leadership? The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure…. MORE
Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. MORE
Recognize every contribution by paraphrasing or clarifying your understanding and it will encourage more constructive dialogue. MORE
Alleviate fear or feelings of powerlessness by focusing the complainer’s energy on constructive - or at least non-destructive - efforts. Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. MORE
The feedback provided was positive and constructive and presented in a way that immediate actions can be taken. By Larry Hunt , Vice President and Practice Leader. At Robert C. MORE
The key questions that are answered in the construction of an employee persona/hero are: Who are their customers (internal & external)? MORE
The relationships we construct with other people are important to us and we don’t abandon them easily. MORE
As many managers know, there’s an art to delivering constructive feedback to employees. When presenting constructive criticism to an employee, numbers are extremely helpful. Every contact center manager wants a team of agents that perform at optimum levels. The path to getting to that point, however, isn’t always easy. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance. MORE
The stories I share are intended to be authentic and constructive so that the reality of good and bad experiences can be explained. It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. MORE
Give employees constructive feedback on their service interactions. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”. MORE
The reality that some customers may provide him (my neighbor) with constructive criticism through a survey that they wouldn’t provide to his face, enabling him to improve his performance. Image courtesy of timlowly Today I''m pleased to share another guest post by Sarah Simon. MORE
Lead with those positives, and then provide constructive feedback related to the performance gaps on your mind. Increasing positivity in your coaching may not happen overnight, but building self-awareness and asking for constructive feedback is a great way to start. MORE
Yellow Hat – LOGICAL POSITIVE support; focus on optimism, benefits, what’s good, being constructive. Mastering CX initiatives requires professionals who wear multiple hats as they consider the needs of their organization and the success factors of CX programs. MORE
A well-constructed customer feedback process will inform the organisation of what needs to be done using the most important voice of all and one not often included in strategy sessions: the customer. by BuzzFarmers . Why is a very powerful word. MORE
8. Find constructive ways to say “No.” On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, Hi, I’m the new guy.”. MORE
Agents will appreciate the discreteness – especially if constructive feedback is given. Many agents and supervisors cringe when it is time for coaching. MORE
Staff need to view the feedback as a way to improve and that will only happen if management use it constructively. Automate your process. Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. MORE
The CONSTRUCTION Key – Construct a new customer service process and list requirements. Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. MORE
6. Embrace conflict, but make it constructive. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. MORE
Email out an “Idea of the Month” proposed by employees to then open for feedback, constructive criticism, suggestions for implementation, proposed timelines etc. MORE
Yet once the full picture has been constructed, it is both satisfying and rewarding. To be able to construct the jigsaw – you need to define WHAT you want the picture to be – the outcome – the strategy – the BUSINESS & CUSTOMER STRATEGY. MORE
But I didn’t need those, nor the “religion” I was accused of fostering before, as during our work we’ve helped a number of success stories, including: A Construction company increased its profits by 50% and moved from 4th to 1st in market share by focusing and improving its customer experience. MORE
Getting Employee Buy-In for Your #CX Transformation - You’ve constructed the greatest customer experience. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. MORE
If they can construct KPIs that do not push products on customers that don’t want them and reward those that bear this standard, they will have given their organization the cultural makeover it’s clear they need. MORE
Construct Validity and Error Components of Survey Measures: A Structural Modeling Approach. When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? MORE
Without the proper website construction and marketing campaign, your business is going to remain lost online. Make sure you work with due diligence during the construction of your website to avoid potential problems down the line. There are several ways to increase your exposure, and most of the methods only require a little time and effort. Paycor notes that according to SCORE, only 51 percent of companies have a website. MORE
And, there's a chance they'll be a bit more receptive when you have some constructive feedback to share! A question I often receive from customer service professionals is "How do I get my coworkers to improve their service? MORE
This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. MORE
At the end of the day, it’s all about the constructive working relationships and the friendships that helped solve issues and move in a forward direction. 37 years is a long time to be doing anything, and careers this long are unheard of these days in the corporate world. MORE
You’ll find them in industries such as these: aviation, chemicals, defense, computer hardware, construction, energy, industrial automation, machinery, medical devices, and packaging, just to name a few. Understanding Business-to-Business Customers’ Purchase Decisions. MORE
Our bodies would not be able to stand up without the bones that construct our very being – so how apt it is to explore the THREE most vital bones that a CX Leaders body MUST possess: 1. It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. MORE
The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same. MORE
Ciara is standing in her bedroom – in front of half constructed ‘built in wardrobes’ For the last two years we have been promising to renovate her bedroom. I am often asked how I find so much to write about on the subject of Customer Experience. MORE
Let them submit their achievements to a panel of executive judges who provide constructive feedback. Customer Experience for the Future — Key #5: Momentum Drives Company Growth. Growth requires fuel. New customers and returning customers are the fuel of company growth. MORE
But, as Adrian outlines in a Fast Company article, Hassle Maps: The Genesis of Demand , hassle maps can be mental constructs (journey maps are not) or literal maps. MORE
A man came upon a construction site where three people were working. Image courtesy of chrisinphilly5448 In your CX work, do you focus on the big picture or just on the task at hand? MORE
Why is it that many people in power positions with oversight of many employees are very willing to HOLD people accountable and construct policies, consequences, and punishments but do not want these constraints placed on themselves? Why is it employees want consequences placed on others that they wouldn’t place on themselves? It is very typical that people ask me what my opinion is about certain real-life and hypothetical situations in order to extract my opinion. MORE
then the question is poorly constructed. Poorly constructed questions result in responses that are not actionable; nobody really knows what they mean. MORE
Involve executives in reviewing and providing constructive feedback to teams#39; strides in improving CX. Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. MORE
Yet, once you receive a proposal you may be backing off, thinking of all the reasons why you shouldn't accept it, or should delay a decision on it, or otherwise, rejecting it without any intent to provide constructive feedback (or any feedback at all) to the supplier. MORE
Construction Related Topics ShepHyken
DECEMBER 23, 2016
Sharing some of the customer-service snafus with friends and colleagues, we’ve discovered that these happenings are all too common for the construction industry. Customer Experience Customer Service communication construction industry poor customer service
Call Center Weekly
AUGUST 21, 2017
Recognize every contribution by paraphrasing or clarifying your understanding and it will encourage more constructive dialogue.
Customer Relationship Metrics
JULY 26, 2017
The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same.
Myra Golden Media
SEPTEMBER 8, 2017
Give employees constructive feedback on their service interactions. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”.
Robert Davis
FEBRUARY 7, 2017
The feedback provided was positive and constructive and presented in a way that immediate actions can be taken. By Larry Hunt , Vice President and Practice Leader. At Robert C.
ijgolding
APRIL 4, 2017
When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye.
Beyond Philosophy
FEBRUARY 15, 2017
6. Embrace conflict, but make it constructive. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground.
inContact
SEPTEMBER 15, 2016
As many managers know, there’s an art to delivering constructive feedback to employees. When presenting constructive criticism to an employee, numbers are extremely helpful. Every contact center manager wants a team of agents that perform at optimum levels. The path to getting to that point, however, isn’t always easy. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance.
Customer Relationship Metrics
MAY 8, 2017
Construct Validity and Error Components of Survey Measures: A Structural Modeling Approach. When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology?
CX Journey
MARCH 22, 2016
But, as Adrian outlines in a Fast Company article, Hassle Maps: The Genesis of Demand , hassle maps can be mental constructs (journey maps are not) or literal maps.
Jon Arnold
MAY 30, 2017
At the end of the day, it’s all about the constructive working relationships and the friendships that helped solve issues and move in a forward direction. 37 years is a long time to be doing anything, and careers this long are unheard of these days in the corporate world.
Win the Customer
JANUARY 25, 2016
Yellow Hat – LOGICAL POSITIVE support; focus on optimism, benefits, what’s good, being constructive. Mastering CX initiatives requires professionals who wear multiple hats as they consider the needs of their organization and the success factors of CX programs.
Beyond Philosophy
FEBRUARY 28, 2017
8. Find constructive ways to say “No.” On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, Hi, I’m the new guy.”.
ShepHyken
JULY 1, 2016
Email out an “Idea of the Month” proposed by employees to then open for feedback, constructive criticism, suggestions for implementation, proposed timelines etc.
ijgolding
OCTOBER 3, 2016
Yet once the full picture has been constructed, it is both satisfying and rewarding. To be able to construct the jigsaw – you need to define WHAT you want the picture to be – the outcome – the strategy – the BUSINESS & CUSTOMER STRATEGY.
Genroe
FEBRUARY 9, 2015
A well-constructed customer feedback process will inform the organisation of what needs to be done using the most important voice of all and one not often included in strategy sessions: the customer. by BuzzFarmers . Why is a very powerful word.
Beyond Philosophy
SEPTEMBER 18, 2016
If they can construct KPIs that do not push products on customers that don’t want them and reward those that bear this standard, they will have given their organization the cultural makeover it’s clear they need.
CX Journey
FEBRUARY 14, 2017
then the question is poorly constructed. Poorly constructed questions result in responses that are not actionable; nobody really knows what they mean.
ClearAction
MARCH 23, 2015
Involve executives in reviewing and providing constructive feedback to teams#39; strides in improving CX. Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings.
Win the Customer
JULY 22, 2016
Without the proper website construction and marketing campaign, your business is going to remain lost online. Make sure you work with due diligence during the construction of your website to avoid potential problems down the line. There are several ways to increase your exposure, and most of the methods only require a little time and effort. Paycor notes that according to SCORE, only 51 percent of companies have a website.
CX Journey
MAY 22, 2015
A man came upon a construction site where three people were working. Image courtesy of chrisinphilly5448 In your CX work, do you focus on the big picture or just on the task at hand?
Customers That Stick
NOVEMBER 10, 2014
Getting Employee Buy-In for Your #CX Transformation - You’ve constructed the greatest customer experience. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014.
inContact
NOVEMBER 23, 2015
Agents will appreciate the discreteness – especially if constructive feedback is given. Many agents and supervisors cringe when it is time for coaching.
Genroe
JANUARY 21, 2015
Staff need to view the feedback as a way to improve and that will only happen if management use it constructively. Automate your process. Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business.
Toister Performance Solutions
APRIL 25, 2017
And, there's a chance they'll be a bit more receptive when you have some constructive feedback to share! A question I often receive from customer service professionals is "How do I get my coworkers to improve their service?
CX Journey
NOVEMBER 28, 2014
Alleviate fear or feelings of powerlessness by focusing the complainer’s energy on constructive - or at least non-destructive - efforts. Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon.
ClearAction
MAY 24, 2016
You’ll find them in industries such as these: aviation, chemicals, defense, computer hardware, construction, energy, industrial automation, machinery, medical devices, and packaging, just to name a few. Understanding Business-to-Business Customers’ Purchase Decisions.
Beyond Philosophy
NOVEMBER 10, 2014
But I didn’t need those, nor the “religion” I was accused of fostering before, as during our work we’ve helped a number of success stories, including: A Construction company increased its profits by 50% and moved from 4th to 1st in market share by focusing and improving its customer experience.
ClearAction
FEBRUARY 14, 2015
Yet, once you receive a proposal you may be backing off, thinking of all the reasons why you shouldn't accept it, or should delay a decision on it, or otherwise, rejecting it without any intent to provide constructive feedback (or any feedback at all) to the supplier.
Beyond Morale
MAY 15, 2012
Why is it that many people in power positions with oversight of many employees are very willing to HOLD people accountable and construct policies, consequences, and punishments but do not want these constraints placed on themselves? Why is it employees want consequences placed on others that they wouldn’t place on themselves? It is very typical that people ask me what my opinion is about certain real-life and hypothetical situations in order to extract my opinion.
ijgolding
AUGUST 25, 2015
Ciara is standing in her bedroom – in front of half constructed ‘built in wardrobes’ For the last two years we have been promising to renovate her bedroom. I am often asked how I find so much to write about on the subject of Customer Experience.
ijgolding
APRIL 19, 2017
This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric.
Win the Customer
MAY 24, 2016
The relationships we construct with other people are important to us and we don’t abandon them easily.
ClearAction
DECEMBER 15, 2015
Let them submit their achievements to a panel of executive judges who provide constructive feedback. Customer Experience for the Future — Key #5: Momentum Drives Company Growth. Growth requires fuel. New customers and returning customers are the fuel of company growth.
ijgolding
FEBRUARY 17, 2016
Our bodies would not be able to stand up without the bones that construct our very being – so how apt it is to explore the THREE most vital bones that a CX Leaders body MUST possess: 1. It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor.
ijgolding
MAY 20, 2015
The stories I share are intended to be authentic and constructive so that the reality of good and bad experiences can be explained. It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences.
ijgolding
AUGUST 12, 2016
Jo asked us to construct a box. The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to.
ijgolding
SEPTEMBER 21, 2016
Do your employees constructively challenge leadership? The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure….
CX Journey
JULY 25, 2014
The reality that some customers may provide him (my neighbor) with constructive criticism through a survey that they wouldn’t provide to his face, enabling him to improve his performance. Image courtesy of timlowly Today I''m pleased to share another guest post by Sarah Simon.
ijgolding
JUNE 5, 2016
The key questions that are answered in the construction of an employee persona/hero are: Who are their customers (internal & external)?
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