Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Many organizations try to fix problems in their Customer Experience, and that’s good.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. Lead by example. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

CSM Magazine

JANUARY 26, 2024

His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees. He advocated for the idea that each employee, regardless of position, has a role in influencing the customer’s perception of the company.

Airlines 52

Airlines Advertising Feedback Customer centricity 52

Global Response

FEBRUARY 9, 2023

All of these spectacular experiences often come from an initial obsession with the customer’s needs and desires. What is Customer Obsession? It’s a strategy where absolutely everything comes back to your customer and their needs. In addition, Disney obsessively listened to and anticipated customer needs and feedback.

Customer centricity 62

Customer centricity Feedback Customer retention Customer Experience 62

ProProfs Blog

MARCH 27, 2019

There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer. In our interview with Ben Motteram , we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Anexa BPO

DECEMBER 9, 2022

In addition, a focus on employee development can help businesses to adapt to change and stay ahead of the competition. For example, by providing training on new technologies or processes, businesses can ensure that their employees are equipped to meet the changing needs of customers and stay ahead of the competition.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Employee engagement 52

SharpenCX

JULY 26, 2023

It provides deeper insights on customers. Want to become more customer centric? Get to know your customers on a deeper level — not just their name, contact information, and purchased products, but their likes, dislikes, and inclinations for future purchases. Consider a customer focus group or advisory board.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Playvox

SEPTEMBER 30, 2021

You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen. The system tracks your movements and provides feedback and points based on how well you’re keeping up. Employee Engagement.

Gamification 52

Gamification Call Center Contact Center Coaching 52

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer centricity 10

Customer centricity SaaS B2B Employee engagement 10

ClearAction

DECEMBER 30, 2017

To do this, share customers’ comments and stories with all employees at every opportunity, in a wide variety of formats and media and spokespersons. Solving customer experience silos is what customer experience management is all about. Point out how each comment/story applies to each functional area.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

Nicereply

JUNE 26, 2023

Gauging and improving employee satisfaction can be difficult, but there’s one metric that’s becoming more and more common for tracking employee satisfaction. eSAT stands for Employee Satisfaction. eSAT surveys are a series of questions asking how satisfied employees are with their jobs. That metric is called eSAT.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Don’t underestimate the power of this.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being.

Customer Experience 48

Customer Experience Employee engagement Engineering Customer centricity 48

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. Training can also be incentivized.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

ClearAction

JULY 29, 2018

Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. As a customer yourself, things you buy are clearly affected by decisions of the supplier’s Safety, Facilities and Finance departments, right?

Enterprise 48

Enterprise Customer centricity Finance Employee engagement 48

PeopleMetrics

SEPTEMBER 17, 2015

If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility? For example, you might ask: Why isn’t this connecting with them?

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

ClearAction

DECEMBER 16, 2017

Customer experience collaboration means 360-degree collaboration : each player in/with your company being in-tune with customers’ expectations, each player fostering a spirit of collaboration among similar roles, with adjacent roles, and fluidly upstream and downstream. What is Customer Experience Value Creation? (4-point

Customer Experience 89

Customer Experience Employee engagement Journey mapping Coaching 89

ClearAction

DECEMBER 30, 2017

To do this, share customers’ comments and stories with all employees at every opportunity, in a wide variety of formats and media and spokespersons. Solving customer experience silos is what customer experience management is all about. Point out how each comment/story applies to each functional area.

Customer Experience 75

Customer Experience Customer centricity Metrics Employee engagement 75

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Customer experience surveys fall into one of two buckets: relationship or transactional.

Surveys 75

Surveys Benchmark B2B Feedback 75

Hello Customer

MARCH 15, 2022

Everyone in your organization has a role to play in optimizing customer experience, not just the people with a customer-facing job. It's a common mistake to assume that only the people who have contact with your customers are the only ones who should have a customer-centric mindset. Make sure you have a mission.

Customer centricity 52

Customer centricity Feedback Surveys Customer Experience 52

Netomi

NOVEMBER 23, 2022

Ease of Use Ease of use refers to how simple it is for customers to find what they need. For example, a website with intuitive navigation makes it easy for customers to find what they are looking for. Convenience Convenience refers to how easy and efficient it is for customers to interact with a company.

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

Customer Guru

MARCH 7, 2018

She has also successfully led customer experience, content, brand, and product strategies across various B2B organizations. Sue is an engaging speaker and a distinguished writer who contributes to multiple online forums and publications. What is your word of advice for businesses embarking on the journey of customer-centricity?

Marketing 62

Marketing Customer Experience Journey mapping B2B 62

NobelBiz

APRIL 18, 2023

It is effectively the percentage of customers whose needs and expectations are met on a scale of, say, one to five, with four and five being positive scores. CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Etech GS

APRIL 30, 2019

Most businesses understand what’s at stake each time a customer needs to reach out, so what’s being done to ensure more positive experiences? While CSAT scores and KPIs still rule for some companies, others are taking a more customer-centric approach that has managed to completely alter the landscape of what contact centers could be.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

The Petrova Experience

APRIL 8, 2021

You would be surprised to learn how many organizations do not have employee engagement surveys. Or if they do, employees get a one-off survey and leaders take no action. LISTENING means you are collecting and analyzing employee feedback with the intention to do something with it and hold leadership accountable for bad results.

Employee engagement 64

Employee engagement Surveys Customer retention Consulting 64

PeopleMetrics

MARCH 10, 2015

For example, if you ask a retail chain’s employees how to improve customer experience, they’re not going to know where to start. But if you ask them how to speed customers through checkout, the methods for achieving the goal become much clearer. Don’t lose the customer’s perspective. . – Elias Canetti.

Customer Experience 109

Customer Experience Metrics Customer centricity Employee engagement 109

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Eptica

SEPTEMBER 13, 2017

At this year’s Gartner Customer Experience & Technologies Summit , analyst Ed Thompson explained that there is often a wide gap between what consumers expect and what companies are delivering. For example, Thompson gave an example of DBS, a company that operates 1,100 ATMs. That’s an enormous difference.

Best practices 65

Best practices Metrics Analytics Customer centricity 65

ClearAction

AUGUST 29, 2015

Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Examples of companies doing this well include Applied Materials , EMC , GE , SunTrust , tw telecom , and VMware.

Customer Experience 117

Customer Experience Employee engagement Journey mapping Surveys 117

Stratifyd

NOVEMBER 12, 2019

Now many are realizing the significant impact employee experience has on customer experience. Here we examine three areas in which EX influences CX and how that looks at an example company. These are just a few ways in which the employee experience (EX) directly impacts the customer experience.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

ProProfs Blog

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. What is an In-App Feedback Survey?

Feedback 78

Feedback Surveys APIs Customer centricity 78