ConvergeOne

FEBRUARY 22, 2022

In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. After having no luck on the app, no luck on the website, no luck in Google, and it being way too late to call over the weekend, the company asked for feedback on whether or not my problem was solved.

Self service 98

Self service Customer Experience Interactive Voice Response Engineering 98

ClearAction

DECEMBER 31, 2016

Arrange action planning workshops for originating departments. Conduct cross-functional workshops to identify silos and plan ways to make the journey smoother. Consult the journey map regularly when creating or adjusting anything. Let customers give you feedback how and when they want.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

ShepHyken

JANUARY 12, 2018

So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. No interest in customer feedback. If a customer has feedback, a request or a complaint, they don’t care who YOU have to forward it to.

Customer Service 239

Customer Service Scripts Customer Experience Personalization 239

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. What I liked the most are the seminars and workshops we did all year round.

Call Center 182

Call Center Management Scripts Coaching 182

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. One option for doing so is this workshop, part of DataIQ’s excellent Leaders package. DataIQ Leaders also provide a workshop on this. These included data, analytics & statistical modelling teams (who would now be called Data Science).

Analytics 100

Analytics Banking Consulting Consulting 100

NobelBiz

JUNE 19, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

AWS Machine Learning

MARCH 13, 2023

Extreme point clicking with a flexible number of corrective clicks We now have enhanced the tool to allow extra clicks of boundary points, which provides real-time feedback to the ML model. Importantly, this tool operates in a mode that allows for real-time feedback—it doesn’t require you to specify all points at once.

Metrics 68

Metrics APIs Feedback Engineering 68

ClearAction

FEBRUARY 27, 2017

Most customer experience technology providers, and many consultants, do not have personal career experience in driving business change — and their self-interest is elsewhere — so this critical success factor gets glossed over rather than placed at the outset. Their charter is to solicit and report feedback from customers.

Metrics 71

Metrics Accountability Surveys Feedback 71

GetFeedback

AUGUST 14, 2019

Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. You can ask customers to provide feedback on their satisfaction along their journey. Goal 2: Coach employees.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

AWS Machine Learning

MARCH 31, 2023

Integrated user feedback and monitoring provide visibility into customer queries, concerns, and sentiment. You can follow the steps in the implementation guide for automated deployment , or explore the AWS QnABot workshop. About the Authors Tony Momenpour is a systems consultant within the Kentucky Transportation Cabinet.

Virtual Agent 77

Virtual Agent Self service Transportation Customer Experience 77

Kristina Evey

APRIL 28, 2015

Interested companies gather a little information, talk about it from time to time, hire a consultant, might spend a little money for a workshop or training session, and believe that they are on the right track. So, the golf pro and the body builder, they have a goal. They have clarity. They have a vision of success.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

Help Scout

SEPTEMBER 14, 2021

However, through customer feedback, they found out about a prominent side-effect: hair regrowth. At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. “We

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

360Connext

AUGUST 9, 2017

We’ll be able to view our data from 300 different angles and ask customers for feedback at every turn! Your customers won’t care if you view their feedback from dozens of angles if they are just trying to tell you something is not working for them and nobody seems to care. Hold a workshop! It’s a tool.

Journey mapping 92

Journey mapping Airlines Customer Experience Technology 92

ClearAction

FEBRUARY 27, 2017

Most customer experience technology providers, and many consultants, do not have personal career experience in driving business change — and their self-interest is elsewhere — so this critical success factor gets glossed over rather than placed at the outset. Their charter is to solicit and report feedback from customers.

Metrics 54

Metrics Consulting Consulting Accountability 54

C Space

OCTOBER 8, 2021

Jolan Simpson, who judged this award, said: “health care is an emotionally intense area and ensuring that the way patients are cared for in the future is aligned with client feedback is extreme foresight.”. Headquartered in Boston, C Space also has offices in London, New York, Tokyo, San Francisco, and Mexico City.

Banking 69

Banking Customer centricity Consulting Consulting 69

teleopti

DECEMBER 2, 2019

Consider running workshops so staff understand why you are scheduling the way you are scheduling. Establish a feedback loop. Look for people who want to work with you every step of the way, from initial consultancy, implementation to post-sales support. Involve staff in the scheduling process.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

ijgolding

OCTOBER 6, 2014

This week will see me delivering two workshops for two different companies and I need plenty of supplies! I need my mind fully focussed on the major task for this particular Monday morning – the delivery of a ‘current state customer journey mapping workshop’ for a relatively new client. It is so easy to do!

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

GetFeedback

JULY 19, 2019

These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Will VoC feedback help you live up to your customer experience mission and brand promise? How will you act on your VoC feedback on an ongoing basis? Create your VoC feedback mosaic.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

ijgolding

DECEMBER 4, 2017

It works as follows: Customer Needs – The best way to work out exactly what customer needs are, is to listen carefully and understand the feedback provided by your customers. b) Importance – how important is the need?

Metrics 102

Metrics Airlines Benchmark Feedback 102

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. This event takes a unique approach to getting your hands dirty, with workshop components like no other. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. As a result of the very positive feedback, Smith+Co and Clarabridge have teamed up again this year.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

CX Journey

SEPTEMBER 8, 2016

onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g., Take a look at major tasks that you want to map, conduct mapping workshops, talk to employees about the steps they go through to do each task, and identify key moments of truth. I conducted an employee journey mapping workshop for a small retailer.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

Customer centricity 336

Customer centricity B2C Feedback Upselling 336

Clarabridge

MAY 9, 2018

Our first advanced session was led by Clarabridge’s Katie Costanzo, Director, Professional Services and Koren Stucki, VP, Strategic Consulting. According to the Temkin Group, 63% of companies are soliciting feedback from customers, but only 24% are making changes to their business as a result of the insights.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

ClearAction

AUGUST 16, 2016

Let's discuss your goals for this area: The post Strategic Customer Experience Action on Voice of Customer appeared first on ClearAction Customer Experience Consulting. Assailing Customer Experience Assumption Silos.

Customer Experience 67

Customer Experience Engineering Accountability Government 67

CSM Magazine

JUNE 21, 2018

Secret 2: Don’t hoard customer service feedback on a “need to know” basis. Whether it be the flight captain emerging from the cockpit to welcome everyone, or simply Thomas and Z remembering our names, it’s the little touches that add up – with those first few impressions setting the tone. About the Author.

Customer Service 58

Customer Service Airlines Scripts Coaching 58

360Connext

FEBRUARY 12, 2018

I’ve always found the link between learning and customer experience fascinating I facilitate workshops and train in-person programs all the time without a second thought. And since its release a few months ago, more than 4,000 people have watched the course, and I’m incredibly happy with the feedback it’s getting.

Education 88

Education Healthcare Scripts Customer centricity 88

CX Journey

NOVEMBER 12, 2015

Next, we had an excellent presentation from Ian Golding , an independent consultant who is passionate about customer experience. Patrizia Bertini got some unsuspecting volunteers to play with Lego in a reconstruction of such a workshop. Later we had time to learn about " Lego Serious Play." I kid you not.

Gamification 63

Gamification Airlines Construction Coaching 63

Comm100

JANUARY 19, 2017

Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process. We do our best to always deliver our workshops as scheduled.

Customer Service 86

Customer Service Accountability Management Customer Support 86

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). Organize a RACI (Responsible, Accountable, Consulted, Informed) conversation, and outline the overall customer experience.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

Comm100

JANUARY 19, 2017

Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process. We do our best to always deliver our workshops as scheduled.

Customer Service 79

Customer Service Accountability Management Customer Support 79

GetFeedback

DECEMBER 2, 2019

The best thing to do is to consistently track CSAT and have processes to use the feedback appropriately. She is a customer experience speaker, writer, and consultant with more than 20 years of experience in assisting all types of companies, including Fortune 500. Does your CSAT score go up when your team is trained appropriately?

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

NobelBiz

JUNE 5, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz By leveraging data-driven insights, employing skilled agents, and utilizing advanced technology, agents can tailor their approach, messaging, and offers, creating meaningful connections that resonate with individuals on a personal level.

Call Center 52

Call Center Scripts CRM Contact Center 52

SmartKarrot

DECEMBER 9, 2021

Act as a liaison between customers and internal teams to Incorporate customer input and feedback into the ongoing evolution of existing and new products and services. Deliver tailored product training to a wide range of customer, and serve as a technical consultant throughout the implementation and onboarding phases.

Engineering 19

Engineering Finance Accountability Government 19

JustCall

MARCH 13, 2020

Post Sales Training Process- Feedback and Performance Review. Post Sales Training Process- Feedback and Performance Review. To build an effective training process for your team, you need to back it up with feedback from the trainees. Sales Team Feedback. Conduct a feedback meeting with your sales team.

Sales 59

Sales Coaching Feedback Consulting 59

Fonolo

MARCH 17, 2020

I think that probably ties into listening to customers and feedback and the overall landscape.”. First, Hyundai Canada’s customer service department is at the forefront of initiating customer input, via proactive surveys and consumer feedback sessions, with a magnifying glass on customer satisfaction and vehicle performance. “We

Automotive 67

Automotive Abandon rate Feedback Technology 67

ShepHyken

NOVEMBER 19, 2023

My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Consumers are increasingly less likely to provide companies with direct feedback about bad experiences, so brands need to tap into feedback where customers are giving it. That’s the first of the five ways shared in this article.

Morale 150

Morale Customer Service Chatbots Feedback 150