Beyond Philosophy

OCTOBER 4, 2018

I am a morning person. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. As a global Customer Experience consultant, I encourage my clients to design accommodations for this effect in the Customer Experience. For example.

Government 353

Government CRM Personalization Customer Experience 353

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Flexibility at work means employees feel empowered to take care of personal responsibilities while contributing to greater company goals.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. If this step is not taken, ROI will be more difficult to prove in the future, and the program will become little more than a data collection exercise. especially when building your initial program.

Surveys 60

Surveys Technical Support Analytics Consulting 60

Satrix Solutions

JUNE 11, 2018

One of the suggestions shared was to conduct a “line of sight” role-playing activity to help all employees (customer facing or not) realize the impact they personally have on customers. Customer Journey Mapping Exercise. One idea is to conduct a Customer Journey Mapping exercise. Ask for a Free Consultation.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

aircall

JANUARY 5, 2022

IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected. According to a TalentLMS and a Workable survey, 72% of technology professionals are thinking about quitting their job over the next 12 months. How to Retain Top Tech Talent.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

ProProfs Blog

APRIL 5, 2019

Well, I’d say why not consult a customer service expert to help you bring the necessary changes to the strategies. But with customers increasingly ignoring surveys, they’ve had to change how they get that feedback, so they are opting to get short feedback across interactions, which gives them a fantastic insight across the customer journey.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

Interactions

OCTOBER 15, 2020

This digital transformation, especially with respect to personalized self-service, efficiency, and speed, can be a major differentiator as insurers seek to stand out among their competition. Robert Lajdziak, senior consultant for insurance intelligence at J.D. Insurers will then need to consider how technology will come into play.

Marketing 62

Marketing Customer centricity Self service Technology 62

Select VoiceCom Blog

MARCH 21, 2023

According to the Boston Consulting Group , resilient businesses gain a competitive advantage during crises because they cushion the impact of the major event, as well as recover and adapt quickly. In a McKinsey survey , three in four respondents mentioned that business-model innovation gave them the most leverage.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52

Taylor Reach Group

MARCH 26, 2019

For example, if we need to transfer a customer call to a different group (or escalate to higher level of support), is this still considered a first call (the customer has only made one call, however but may have to explain his or her issue to more than one person)? Definition and Measurement.

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

Russel Lolacher

APRIL 5, 2021

Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. You’re not just talking to one person – in a public social environment, it’s not just the person asking the question or making the comment, it’s all those who see how you respond to that question or comment.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

aircall

FEBRUARY 2, 2018

In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. Zapier — Your Personal Integration Wizard. Periscope — Actionable Analytics.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Taylor Reach Group

MARCH 27, 2018

Financial Institution Appoints Contact Center Consultancy. Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program . Financial Institution Appoints Contact Center Consultancy. Financial Institution Appoints Contact Center Consultancy . Customer Service and the Golden Rule .

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

Help Scout

JUNE 3, 2021

You could even send out a team survey to see what people are interested in for a new tool. You may also consider a “divide and conquer” approach, where each person on your search committee does independent research on a tool using some sort of scorecard to grade each option. And if you finish early, chances are people won’t be upset.

Sales 104

Sales Feedback Accountability CRM 104

Education Services Group

AUGUST 4, 2021

That’s exactly what Anita Toth helps her clients do as Chief Churn Crusher of her consulting agency. It’s also critical that whether you hire an outside consultant or you do it yourself, you’ve got to standardize your interview questions. MW: Customer interviews, not just surveys. Really important. AT: Exactly.

SaaS 52

SaaS Metrics Surveys Consulting 52

Answer Dash

OCTOBER 15, 2018

It was an interesting exercise, and it allowed us to dig into some of the new ideas and practical applications that are being adopted by today’s best marketers. Customers have seen all this convenience that’s happened in their personal lives, but they haven’t seen that delivered in B2B from a customer experience standpoint.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Help Scout

AUGUST 17, 2021

You could have your team apply knowledge when they’re learning by creating exercises like practice client calls, where you set a basic scenario and have them play it out. You could even survey reps ahead of time to ask what areas they’re feeling less-than-certain in and focus on those. Personal finances tend to be a touchy topic.

Customer Service 80

Customer Service Finance Consulting Consulting 80

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. So you know, option one is you interrupt the meeting you reprimand or redirect the person. And in no way did it embarrass the person.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Russel Lolacher

JANUARY 23, 2022

A few reasons Vernon is awesome – he’s an Adjunct Professor of Podcasting at the UMSL School of Business at the University of Missouri, wrote a book called Master Your Message, host of his own podcast called The Social Strategy Podcast, consultant, speaker and all around adorable guy. And his bowtie game is amazing! Vernon Ross.

Employee engagement 98

Employee engagement Surveys Sales Personalization 98

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. I personally would like to use Expedia, but again this is part of Southwest’s approach to keeping costs and prices low. Support CX efforts with committed senior executives who are personally engaged.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

inmoment

MAY 14, 2020

It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. Participants received exercise DVDs and resistance bands, food scales, and other weight loss support items. Looking for more information about improving the patient experience?

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

CSM Magazine

MAY 30, 2017

However, judging from the number of people who consult on the topic and news stories related to problems in the area, many businesses appear unable to maintain service at the desired level. Starting a customer-service-improvement program is much like starting a personal exercise program.

Customer Service 80

Customer Service Feedback Entertainment Service level 80

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

Eptica

NOVEMBER 16, 2017

For my money, Eptica’s annual mystery shopping exercise over the last five years provides valued evidence that it remains a hard slog. Being an annual survey, there is also trend data that, for instance, shows channel competence over time within a sector. Have we really cracked this challenge?

Benchmark 55

Benchmark Multichannel Best practices Government 55

ChurnZero

MAY 8, 2020

To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Service Excellence Partners. Ed Powers , Customer Success Consultant, Service Excellence Partners. It was awesome.”

Benchmark 59

Benchmark SaaS Consulting Consulting 59

Nicereply

APRIL 8, 2021

Looking to give your emails and macros a little bit more depth, personality, and thoughtfulness? Customer feedback is valuable so a follow-up after a purchase to capture a feedback/review/survey that would help gauge your customer’s feelings or perception of your product/service. Have an awesome day! Your Name). Cheers, (Your Name).

Customer Service 88

Customer Service Feedback Banking Surveys 88

SmartKarrot

MAY 3, 2021

It also helps to understand the individual leader–their personality, priorities, and preferences–as an audience. CSAT/NPS surveys that drive responses and inform follow-up actions 5. Leadership development infuses much of my work as both a consultant to organizations and as a coach to leaders. What’s Next.

Finance 19

Finance Coaching Consulting Consulting 19

ClearAction

MAY 29, 2016

Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) From the customer’s viewpoint, they certainly want everything provided by Marketing to be easy and personalized. How Customers Think of Customer Experience. Customer Experience for the Future: Outside-In Beyond Skin-Deep.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Horizon CX

JULY 15, 2019

Whether we choose to learn something like the fundamentals of CX through either self-paced online courses or in-class is a matter of personal preference. Again, we live in a fast-paced environment and are always looking for effective ways to build our credentials while working.

Entertainment 45

Entertainment Education Consulting Consulting 45

C Space

SEPTEMBER 30, 2020

During the height of the Covid-19 pandemic, the California-based company allowed some of its staff to move abroad for personal reasons, such as returning to their home country, and continue working remotely. Alphabet’s Google has advised workers companywide to return to the country where they’re employed by the end of the year.

Real estate 40

Real estate Airlines Accountability Sales 40

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. These personalized sessions focus on the customer’s strategy around using their newly learned functionality.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Integrity Solutions

MAY 24, 2023

It’s a person’s attitudes, beliefs and a genuine desire to create value for customers that separate high-achieving salespeople from the rest. What it doesn’t cover: those factors that influence a person’s inner drive to achieve. And this is where sales training should spend the largest proportion of its focus.

Sales 52

Sales Coaching Accountability Personalization 52

Comm100

JUNE 26, 2018

As Zita Richardson, a partner in a Liverpool-based soft skills consultancy, points out, many organizations today are spending money on skills training without considering that excellent communication skills as well as manners matter. Training cannot be a one-off exercise. Good coaches have good questioning skills. Embrace Training.

Coaching 43

Coaching Feedback Morale Accountability 43

Russel Lolacher

JANUARY 8, 2022

Some of the reasons Leslie is awesome – Owner of the E-write consultancy, she’s a professional writing trainer, coach and instructor, professional speaker, and you feel the benefit of her expertise through organizations like Air Canada, US Fish and Wildlife Service and Caterpillar. .” She is owner of the Ewrite consultancy.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

aircall

JANUARY 16, 2017

Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters. First, let’s look at how crafting an effective customer satisfaction survey can benefit your business. In-app surveys.

Surveys 80

Surveys Brand ambassadors Feedback Customer retention 80

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. Who is the manual geared toward?

Consulting 67

Consulting Consulting Customer Experience Feedback 67