ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published by MyCustomer.

Employee engagement 59

Employee engagement Customer centricity Consulting Consulting 59

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

Employee engagement 54

Employee engagement Customer centricity Best practices Consulting 54

COPC

JULY 23, 2021

“During my entire career in Customer Experience (CXP), my focus as a leader has always been on the people (employees) I serve. This models how FBC expects its employees to interact with customers daily. Employee engagement is the glue that binds companies together. At COPC Inc.,

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT.

Self service 48

Self service Consulting Consulting Enterprise 48

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Beyond Philosophy

AUGUST 16, 2017

How committed are you to your present employer? This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers. In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. They are also a powerful way to change employees’ mindsets and foster greater connection within an organization.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Beyond Philosophy

OCTOBER 24, 2020

A great idea is a beautiful place to start when it comes to improving your Customer Experience to benefit your bottom line. ” While these elements are fundamental to your success, affecting a real culture change at your organization is vital to achieving the customer-driven growth you hope to inspire. Lead from the top.

Employee engagement 243

Employee engagement Consulting Consulting Customer Experience 243

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. What does your company do to encourage employee engagement?

Banking 347

Banking Employee engagement Customer centricity Consulting 347

CX Journey

JULY 21, 2015

Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation. But I've been there.

Employee engagement 84

Employee engagement Accountability Consulting Consulting 84

Beyond Philosophy

MARCH 10, 2015

It means more when you are physically present. Honesty is the best policy, and the only policy that gives you a chance for Customer retention. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Real Blue Sky

NOVEMBER 21, 2023

As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits. We’ll discuss the art of enhancing customer experiences to keep your customers not just satisfied but delighted and loyal.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

ShepHyken

JUNE 25, 2021

Involve employees in the change process rather than forcing change on them. If they’re involved, the solutions may be richer because they have other perspectives and experiences that the decision-making leader may not have. If they believe it was their own idea, it’ll stick; they’ll own it. . Talk is cheap.

Customer centricity 297

Customer centricity Coaching Consulting Consulting 297

Beyond Philosophy

NOVEMBER 3, 2015

He moved me from Marketing to Customer Service, which was quite a surprise for people. This position, incidentally, set me on the path to Customer Experience. I hear him in the back of my head when I am managing my team or presenting to an audience or listening to a client. These traits inspired loyalty from his team.

Banking 386

Banking Employee engagement Consulting Consulting 386

360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 114

Customer Experience Journey mapping Education Feedback 114

Beyond Philosophy

NOVEMBER 24, 2015

However, I am okay with that because they are also the most likely to develop Employee Engagement , an essential ingredient to delivering on the Beyond Philosophy brand promise. I judge the plan by how they present it and the thought behind it. Positive Attitude. Do they have that positive, Can-do attitude?

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

Beyond Philosophy

NOVEMBER 14, 2017

In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. This is what I’ve often described as embedding employee ambassadorship in the enterprise DNA, and connecting the employee experience with the customer experience.

Airlines 218

Airlines Consulting Consulting Enterprise 218

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle. About the Author.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

COPC

DECEMBER 1, 2022

The COPC Customer Experience (CX) Standard is a performance management system for CX operations, including contact centers, unassisted transactions, face-to-face environments, and field service dispatch. Once drafted, some of the founding members agreed to require their customer experience suppliers to adopt the Standard.

Best practices 72

Best practices outsourcing Employee engagement Metrics 72

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Customer Service, Customer Experience, CRM Cloud.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Fonolo

JANUARY 18, 2022

Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before. Agent Engagement is Vital to Customer Experience.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Natalie Petouhof

JULY 14, 2015

percent of retail bank customers currently use their mobile devices for video chat sales or service support, nearly one quarter of all respondents (24.4 Each quarter, TeleTech publishes its latest thinking in its executive journal, Customer Strategist , where consultants and analysts bring their thought leadership to a wider audience.

Customer Experience 63

Customer Experience Surveys Telecommunications Banking 63

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. What does your company do to encourage employee engagement?

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

The Petrova Experience

APRIL 3, 2024

Customer experience is the follow-through on brand promises across every interaction. Some organizations assume the importance of customer experience is limited to commercial brands. In fact, every organization that has a customer – a passenger, patient, or guest – makes promises to that customer.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

CX Global Media

JULY 12, 2019

I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Blueship Call Center

DECEMBER 12, 2023

But would you rather scour the market in the hopes that the ideal fit might present itself? To acquire the best advice and suggestions, as well as access to their vendor database, you might choose to consult outside specialists. Alternatively, to find the ideal fit, would you like to be prescriptive and picky in your vendor search?

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316