Beyond Philosophy

DECEMBER 20, 2016

Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world. 10 BIG Ideas for Customer-Centric Success.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Effective setting of employee expectations is a critical part of successfully leading and managing a team. When an employee fails or performs poorly, call center managers typically do not blame themselves or the system.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. fall in the “engaged” category. In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Horizon CX

MAY 19, 2023

While specific roles may vary depending on the organization’s structure and context, the following key individuals or groups typically play a significant role in managing organizational change: Senior Leadership: Senior leaders, such as CEOs, executives, and board members, have a critical role in initiating and driving organizational change.

Customer centricity 52

Customer centricity Customer Experience Employee engagement Best practices 52

TechSee

APRIL 16, 2019

Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. And they appreciate that.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

ClearAction

APRIL 3, 2015

So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. —@neverstoppever.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

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

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

PeopleMetrics

MARCH 13, 2015

Communication is core to customer centricity. In our research into customer-centric culture , we''ve uncovered one cultural dimension that supports Employee Engagement and customer Net Promoter Scores more than any other. Want to learn more about how we look at employee engagement?

Customer Experience 109

Customer Experience Customer centricity Employee engagement Feedback 109

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Here’s the big one: customers are always beautifully, wonderfully dissatisfied.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

delighted

MARCH 15, 2019

A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience.

Surveys 75

Surveys Benchmark B2B Feedback 75

ClearAction

AUGUST 29, 2015

Here's the recipe: 1) Micro Customer Experience Action. Closing the loop with a customer about a low rating on a survey or an issue they've contacted the company about is in almost everyone's recipe for customer experience improvement. If it’s Called Customer Experience, Why is it All About the Company?

Customer Experience 117

Customer Experience Employee engagement Journey mapping Surveys 117

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Russel Lolacher

APRIL 5, 2021

To get engagement, you must be engaging – whether it’s continually responding or commenting with your audience, creating behind the scenes and interesting content, sharing fun facts or playing guessing games, if you want your audience to find you interesting and worth engaging with, you need to be interesting and worth engaging with.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

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

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Never underestimate the customers expectation in CX.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. This is a recipe for improved employee engagement and happiness, which translates to improved experiences for customers.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. This is a recipe for improved employee engagement and happiness, which translates to improved experiences for customers.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

ChurnZero

OCTOBER 6, 2020

Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Why is NPS ® going up or down?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Gamification is the latest player on the WEM field, and it’s quickly becoming an MVP in the employee engagement arena.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

The Petrova Experience

DECEMBER 14, 2021

Providing choices is the most empowering thing a brand can do for its employees and customers. Gensler’s research proved that employee choice leads to greater employee engagement and satisfaction, as well as higher productivity and innovation. 3) Design and Deploy Employee Feedback Tools.

Real estate 52

Real estate Journey mapping Employee engagement Personalization 52

Netomi

JANUARY 5, 2022

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

The Petrova Experience

JULY 16, 2020

Bravo to these senior leaders, a group smart and capable of making big changes! We surveyed 75 global senior leaders at the end of May 2020 from our own client base, with a geographic skew toward USA and Europe, and industry skew toward technology and media. How has Covid19 influenced leadership over the past three months?

Consulting 52

Consulting Consulting Personalization Surveys 52

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. employees strongly agrees with the statement, “ My company asks for my feedback and acts upon what I say.”.

Best practices 140

Best practices Feedback Call Center Coaching 140

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Taking steps to improve CX is proven to deliver results.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

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.”. " Really?

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Hello Customer

OCTOBER 6, 2021

But if on your end, both upstream and downstream, you’re simply not prepared to engage with the customer in the right way, however hard you say you’re listening and demonstrate it by showing off a fancy customer feedback platform, none of what the customer tells you will make any kind of impact on the way you are doing things.

Feedback 76

Feedback Analytics Customer centricity Surveys 76

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. Send relevant customer feedback to each department in your company regularly. Customer Experience Governance: Do This, Not That.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64