SharpenCX

JANUARY 21, 2020

When you treat your customers like a valuable piece of your corporate puzzle they’re going to be more loyal. And those loyal customers pack on a higher LCV and ROI than new customers. Reese found that customer-centric companies fulfill the big picture needs of customers. Customer Satisfaction (CSAT).

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

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

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. Pulling together all of this, you create your customer experience strategy.

Journey mapping 62

Journey mapping Metrics Accountability Surveys 62

SharpenCX

JULY 26, 2023

It’s time to stop viewing call center metrics as an end result. Call center data is any information that comes from customer interactions in your contact center. For instance, a standard call center metric like call duration becomes more valuable when you compare it to industry averages. It provides deeper insights on customers.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

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

Nicereply

JUNE 26, 2023

But how do you figure out how satisfied your employees are? Gauging and improving employee satisfaction can be difficult, but there’s one metric that’s becoming more and more common for tracking employee satisfaction. That metric is called eSAT. eSAT stands for Employee Satisfaction. What is eSAT?

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

CSM Magazine

NOVEMBER 14, 2023

Put Employee Engagement Top of the Agenda When employees are disengaged, they are less productive and more likely to leave. The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. Here are a few quick-win ideas to bridge the gap: 1.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

ClearAction

DECEMBER 30, 2017

In this article series we’ve discussed the quandaries and solutions for 10 types of customer experience silos: organizational, channels, systems, data, processes, vision, assumptions, goals, metrics, and handoffs. Solving customer experience silos is what customer experience management is all about.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

CSM Magazine

DECEMBER 13, 2023

Not Meeting Customers’ Expectations Meeting customer expectations is crucial for maintaining customer satisfaction and loyalty. There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Use improved communication to address issues before customers notice them.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ProProfs Blog

MAY 30, 2019

Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak. Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

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. First, you need to create a CX metrics program.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Horizon CX

MAY 19, 2023

A Customer Experience Manager can play a valuable role in leading organizational transformation, particularly when the transformation is focused on improving customer experience and driving customer-centricity.

Customer centricity 52

Customer centricity Customer Experience Employee engagement Best practices 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

In this article series we’ve discussed the quandaries and solutions for 10 types of customer experience silos: organizational, channels, systems, data, processes, vision, assumptions, goals, metrics, and handoffs. Solving customer experience silos is what customer experience management is all about.

Customer Experience 75

Customer Experience Customer centricity Metrics Employee engagement 75

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

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

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

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

PeopleMetrics

MARCH 10, 2015

That’s why we work so hard with our clients to define metrics for their success. For example, if you ask a retail chain’s employees how to improve customer experience, they’re not going to know where to start. Which is one reason why I prefer “customer experience” to “brand” as a focal point for organizations.).

Customer Experience 109

Customer Experience Metrics Customer centricity Employee engagement 109

Transparent BPO

AUGUST 5, 2019

When we put phone agents in a box, we take away their ability to make good decisions to help the customer in a more natural and dynamic way.” “Handcuffing agents and not allowing them to help customers would further hurt the FCR score and lower trust and confidence even more.”

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

ijgolding

SEPTEMBER 7, 2015

Capturing ’employee perception’ and aligning it to ‘customer perception’ is critical in building a robust customer centric measurement system. You heard me explain before how you can’t achieve superior customer experience without focusing on employee experience as well.

Surveys 77

Surveys Metrics Employee engagement Consulting 77

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 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 52

Customer Experience Management Journey mapping Surveys 52

inmoment

NOVEMBER 19, 2019

It’s what your customers want. . Did you know that 70% of your customers want direct feedback? Our survey revealed that consumers want to be heard, but not in the same way as before. Traditional modes of feedback like long-winded surveys no longer cut it. Surveys aren’t useful unless you do something with the results.

Feedback 40

Feedback Surveys Customer centricity Employee engagement 40

Russel Lolacher

MARCH 2, 2021

Our focus is to be both proactive and reactive in our customer service, providing timely customer responses while also using that qualitative data to inform our content marketing. As a director in your government agency, what are the most important KPIs you use to measure customer experience benchmarks? We have a few.

Government 52

Government Customer Care Transportation Benchmark 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

SharpenCX

NOVEMBER 26, 2019

But rather than building a strategy core to the business, companies hold one-off events to boost engagement. They create patch-fixes for an entirely broken experience and expect a complete mind shift and better customer outcomes in return. The reality is, the employee engagement mind shift has to start at the top.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

But rather than building a strategy core to the business, companies hold one-off events to boost engagement. They create patch-fixes for an entirely broken experience and expect a complete mind shift and better customer outcomes in return. The reality is, the employee engagement mind shift has to start at the top.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

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

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

Eptica

SEPTEMBER 13, 2017

3 Consolidate Voice of the Customer It is essential for the head of CX to bring together all sources of customer feedback , whether it is direct from the customer (complaints, surveys or forums), indirect (social media or email) conversations or inferred (from talking to customer facing staff or analyzing website journeys).

Best practices 65

Best practices Metrics Analytics Customer centricity 65

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

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

Genroe

FEBRUARY 9, 2015

To Drive Employee Engagement. Perhaps this is a surprising response but a good number of senior leaders understand customer engagement is tightly tied to employee engagement and so use the Net Promoter process to help drive that engagement. The help employee to have pride in the company.

Feedback 68

Feedback Employee engagement Construction Customer centricity 68

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

CX Journey

OCTOBER 6, 2016

In this second part, I'll share the rest of our discussion, which revolved around change and change management, business leaders Peter admires, companies who have adopted Weology, success metrics, and more. So I asked, Which business leaders do you admire for their customer-centric vision? What have you learned from them?

Banking 67

Banking Metrics Employee engagement Customer centricity 67