A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? MORE
I once worked with a payroll department that was struggling to serve its internal customers. Think about a problem you're trying to solve, such as improving customer service, reducing complaints, or improving customer retention. Monthly customers were also more likely to cancel. MORE
The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers. Blogs Customer Experienc MORE
It must also be recognized that people and processes in a business model, representing ‘inside-out’ advocacy creation with customers and ambassadorship with employees, are a priority before effective word-of-mouth initiatives can, or should, be launched. Blogs Customer Experience MORE
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. MORE
For all you customer success managers out there, you may have seen our own Jorie Basque featured recently as a mentor on CSM from the Trenches , a community launched by ClientSuccess. CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius. MORE
This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In its current iteration, the company employing this model classifies customers, on a matrix basis, as Truly Loyal, Accessible, Trapped, and High Risk. MORE
Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. The other prospect challenge is that of customer suitability. MORE
Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. When providing customer service, speed saves relationships. When a customer writes a complaint online, review, tweet, post, etc., MORE
First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate. MORE
In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Customers want increased access to live chat. MORE
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. MORE
Organizations that continually excel in their customer experience and service delivery average increased growth of 4-8% in revenue over competitors in their industry. Are You Experienced Enough in Customer Experience? Higher than average customer loyalty. MORE
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both! MORE
Customer advocacy creates what some refer to as your most powerful sales force. Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may be missing a huge opportunity. MORE
Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. We’re trying to win the customer! MORE
To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. MORE
Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). MORE
Innovative service has the same emotional influence and poignant hold on customers. Kaleidoscopes have the attributes of the kind of experiences we all desire—as customers, employees, and colleagues. Customer Service customer advocacy innovative service kaleidoscope service MORE
Though played for laughs, this scene is all too representative of the value delivery perceptual gaps which often exist between suppliers and their customers. This significant difference was a telling clue into the degree of misinterpretation and misperception between customers and suppliers. MORE
What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. Customer service and experience must be woven into the fabric of the entire company. MORE
Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. My fascination with the ‘customer interface’ was born! MORE
We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. MORE
This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Blogs Customer ExperienceMichael Lowenstein, Ph.D., MORE
Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. MORE
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. MORE
The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland. MORE
Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some suggestions for doing that and some sources of insight to consider. MORE
Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Customer Satisfaction (CSAT). MORE
I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture. MORE
Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Customer Effort, Net Promoter, and Thoughts About CX Metrics. MORE
Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. My Comment: Customer advocacy is powerful. MORE
As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. If you’re wondering just how your brand can keep up, consider these five tips for great social customer service communications. MORE
Retention is about behavior, the motivation to remain a customer, whether at lower, equal, or higher purchase levels. For decades, satisfaction has been a cornerstone of what we understand to be total quality in products and services, as perceived by the customer. MORE
Net Promoter and customer advocacy are intimately linked. While I don’t subscribe to the idea that NPS is a measure of voiced customer advocacy it is definitely a measure of advocacy entanglement — how a person feels about a company. Today’s guest post from Seb Atkinson los closely at customer advocacy and how it is […]. MORE
Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. MORE
Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. MORE
Word of mouth long been proven to be a significant component of, and contributor to, downstream customer advocacy and brand bonding, which we at Beyond Philosophy believe is a direct outcome of customer experience. I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). MORE
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes. MORE
When it comes to customer engagement, there’s no better resource than your brand advocates. Naturally, your products or services have to meet standards of excellence – including your contact center operations – but with so many buying options, advocacy carries more weight than ever. MORE
Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? We’re not saying choose your people over your customers. MORE
However, when this organization, and others in the employee engagement research, training and consultation space, makes claims that engagement, in and of itself, contributes to customer value and loyalty behavior, two important questions need to be asked. MORE
Christopher Elliott Talks about How to Get a Better Customer Experience. Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. Elliott has earned the reputation of “every customer’s best friend.”. MORE
One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits. If you are interested in how to empower employees to be customer advocates and how to encourage customers … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Organization and Culture Quality Management Brad Cleveland customer advocacy customer experience customer relationships Lynda.com MORE
Customer advocacy Related Topics Brad Cleveland
NOVEMBER 14, 2017
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both!
Brad Cleveland
MAY 30, 2017
Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand).
Beyond Philosophy
JANUARY 2, 2018
This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Blogs Customer ExperienceMichael Lowenstein, Ph.D.,
Brad Cleveland
FEBRUARY 15, 2018
The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland.
Beyond Philosophy
MARCH 3, 2016
This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In its current iteration, the company employing this model classifies customers, on a matrix basis, as Truly Loyal, Accessible, Trapped, and High Risk.
Genroe
SEPTEMBER 22, 2015
Net Promoter and customer advocacy are intimately linked. While I don’t subscribe to the idea that NPS is a measure of voiced customer advocacy it is definitely a measure of advocacy entanglement — how a person feels about a company. Today’s guest post from Seb Atkinson los closely at customer advocacy and how it is […].
Bill Quiseng
MAY 18, 2015
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes.
Brad Cleveland
OCTOBER 17, 2018
Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some suggestions for doing that and some sources of insight to consider.
Brad Cleveland
JUNE 26, 2018
Customer advocacy creates what some refer to as your most powerful sales force. Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may be missing a huge opportunity.
ShepHyken
OCTOBER 18, 2016
Christopher Elliott Talks about How to Get a Better Customer Experience. Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. Elliott has earned the reputation of “every customer’s best friend.”.
Brad Cleveland
AUGUST 18, 2017
One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits. If you are interested in how to empower employees to be customer advocates and how to encourage customers … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Organization and Culture Quality Management Brad Cleveland customer advocacy customer experience customer relationships Lynda.com
ShepHyken
NOVEMBER 7, 2016
Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. We’re trying to win the customer!
ShepHyken
FEBRUARY 6, 2017
Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. My Comment: Customer advocacy is powerful.
Aspect
JULY 31, 2018
When it comes to customer engagement, there’s no better resource than your brand advocates. Naturally, your products or services have to meet standards of excellence – including your contact center operations – but with so many buying options, advocacy carries more weight than ever.
ShepHyken
FEBRUARY 21, 2017
Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty.
ShepHyken
FEBRUARY 3, 2017
Innovative service has the same emotional influence and poignant hold on customers. Kaleidoscopes have the attributes of the kind of experiences we all desire—as customers, employees, and colleagues. Customer Service customer advocacy innovative service kaleidoscope service
ijgolding
AUGUST 9, 2016
I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture.
Call Center Weekly
NOVEMBER 29, 2017
What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. Customer service and experience must be woven into the fabric of the entire company.
Beyond Philosophy
MAY 31, 2016
Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? We’re not saying choose your people over your customers.
Toister Performance Solutions
AUGUST 22, 2017
A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team?
Beyond Philosophy
DECEMBER 20, 2017
The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers. Blogs Customer Experienc
Beyond Philosophy
FEBRUARY 16, 2015
Word of mouth long been proven to be a significant component of, and contributor to, downstream customer advocacy and brand bonding, which we at Beyond Philosophy believe is a direct outcome of customer experience. I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA).
Beyond Philosophy
FEBRUARY 5, 2015
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.
Beyond Philosophy
AUGUST 30, 2016
Retention is about behavior, the motivation to remain a customer, whether at lower, equal, or higher purchase levels. For decades, satisfaction has been a cornerstone of what we understand to be total quality in products and services, as perceived by the customer.
Beyond Philosophy
SEPTEMBER 13, 2016
It must also be recognized that people and processes in a business model, representing ‘inside-out’ advocacy creation with customers and ambassadorship with employees, are a priority before effective word-of-mouth initiatives can, or should, be launched. Blogs Customer Experience
Beyond Philosophy
NOVEMBER 28, 2017
To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers.
ClearAction
DECEMBER 14, 2017
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need.
ClearAction
DECEMBER 14, 2017
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need.
Beyond Philosophy
JUNE 14, 2016
Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Customer Effort, Net Promoter, and Thoughts About CX Metrics.
VocalCom
NOVEMBER 27, 2017
As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. If you’re wondering just how your brand can keep up, consider these five tips for great social customer service communications.
Beyond Philosophy
SEPTEMBER 6, 2016
Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. The other prospect challenge is that of customer suitability.
Win the Customer
DECEMBER 15, 2015
Organizations that continually excel in their customer experience and service delivery average increased growth of 4-8% in revenue over competitors in their industry. Are You Experienced Enough in Customer Experience? Higher than average customer loyalty.
Beyond Philosophy
MARCH 19, 2015
However, when this organization, and others in the employee engagement research, training and consultation space, makes claims that engagement, in and of itself, contributes to customer value and loyalty behavior, two important questions need to be asked.
Beyond Philosophy
MAY 17, 2016
Though played for laughs, this scene is all too representative of the value delivery perceptual gaps which often exist between suppliers and their customers. This significant difference was a telling clue into the degree of misinterpretation and misperception between customers and suppliers.
ClearAction
OCTOBER 10, 2017
Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.
inContact
OCTOBER 5, 2017
Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Customer Satisfaction (CSAT).
CX Accelerator
FEBRUARY 12, 2018
We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations.
ijgolding
FEBRUARY 5, 2018
Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. My fascination with the ‘customer interface’ was born!
ShepHyken
MAY 19, 2017
Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. When providing customer service, speed saves relationships. When a customer writes a complaint online, review, tweet, post, etc.,
InGenius
APRIL 20, 2018
For all you customer success managers out there, you may have seen our own Jorie Basque featured recently as a mentor on CSM from the Trenches , a community launched by ClientSuccess. CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius.
Fonolo
MAY 31, 2018
In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Customers want increased access to live chat.
inContact
OCTOBER 12, 2017
First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.
Toister Performance Solutions
SEPTEMBER 14, 2017
I once worked with a payroll department that was struggling to serve its internal customers. Think about a problem you're trying to solve, such as improving customer service, reducing complaints, or improving customer retention. Monthly customers were also more likely to cancel.
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