ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Maturity Model.

Customer Experience 85

Customer Experience Customer centricity Management Enterprise 85

The Petrova Experience

DECEMBER 8, 2022

When you perform a customer experience exercise, one of the first steps is to go through all the processes and procedures that ultimately effect the customer’s experience with – and perception of – your brand. Good customer experience is an indication of seamless, efficient processes and procedures. And this is by design.

Customer Experience 105

Customer Experience Self service Airlines Technology 105

inmoment

FEBRUARY 11, 2020

For example, one of our clients found a way to gamify their employee training by creating a board game for team members to play together. This way, the CX training was a fun team building exercise that also got employees actively engaged in the program. Step #5: Celebrate! Lastly, celebrate those wins!

Accountability 88

Accountability Customer centricity Employee engagement Management 88

Fonolo

APRIL 15, 2020

What’s more, Training programs are not usually tailored to individuals either, so a lesson may not match an employees’ goals or learning style. Keep your employees engaged in one-on-one weekly sessions. Just like a team-building exercise, it’s important to recognize employees for their talents and personalities.

Coaching 91

Coaching Customer Service Scripts Morale 91

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

inmoment

FEBRUARY 11, 2020

For example, one of our clients found a way to gamify their employee training by creating a board game for team members to play together. This way, the CX training was a fun team building exercise that also got employees actively engaged in the program. Step #5: Celebrate! Lastly, celebrate those wins!

Accountability 52

Accountability Customer centricity Employee engagement Management 52

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

CX Journey

SEPTEMBER 8, 2016

So it's important that we listen to employees and find out what's keeping them from being able to delight customers. Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g.,

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Employee engagement hovers around 9,000. The customer calls it “shopping elsewhere.”.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

ProProfs Blog

JANUARY 17, 2020

Takeaway: “Do a thorough review and, if possible, make it a collaborative exercise. But, in this exercise, it’s crucial to ensure no employee feels demoralized. Even after a customer recovery process, feedback is essential. Why must you take feedback for customer recovery? So is customer recovery.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ClearAction

FEBRUARY 26, 2015

"5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers. Comments are Customer Experience Gold. Customer Experience Text Mining for Gold Nuggets. Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Showing them in a “customer room” is another option worth considering. Think of other ways you can use personas as a tool for employee engagement and communications. Source: Forrester . Source: MyCustomer.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

SmartKarrot

JULY 26, 2021

Keep your brand’s message simple and engaging. As businesses become more customer-centric , companies are focusing more on forming and training their internal resources to become CX specialists. For CX transformations, it is very important to identify the things that matter most to the customers.

Customer Experience 11

Customer Experience Journey mapping SaaS Metrics 11

Lumoa

APRIL 24, 2018

This will give you the intel on how to take action to improve your relationship with the customer and improve their experience. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. You won't be able to see a complete picture of your customer experience without looking at all metrics.

Consulting 135

Consulting Consulting Metrics Feedback 135