Customer Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment. Highlights Read More.

Employee engagement 50

Employee engagement Surveys Customer Experience Benchmark 50

C3Centricity

FEBRUARY 27, 2024

Reduced Resistance : Atomic changes are met with less resistance from employees since they are usually less dramatic. A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. So clearly atomic changes are the way to go.

Employee engagement 90

Employee engagement Surveys Enterprise Marketing 90

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

PeopleMetrics

JUNE 16, 2015

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. The Survey Says. When it comes to customer experience activities and commitment, leaders appear to be: 1. Want More?

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. According to the global leaders, that’s because: They deliver excellence customer service. They communicate well. You Will Now.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Morale

SEPTEMBER 30, 2013

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Without customers they would not exist.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

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. There is a scarcity of knowledge on how to do better work in Customer Experience.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. What Exactly is Customer-Centricity?

Customer centricity 77

Customer centricity Customer Experience Management Morale 77

CSM Magazine

OCTOBER 17, 2023

Calabrio’s latest survey reveals that UK contact centres are leading the way in having a hybrid workforce (72%) while the same majority believes remote-working is having a positive impact on the customer experience (CX). Calabrio is a trusted ally to leading brands.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Anexa BPO

MAY 24, 2023

In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. Additionally, many businesses approach customer listening in a fragmented manner. They rely solely on surveys or occasional feedback forms, missing out on the broader picture.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

ShepHyken

OCTOBER 30, 2018

How a customer remembers an experience will be guided by two factors: The peak moment in that experience, whether it was good or bad. If you end an experience with a long drawn out survey or an unauthentic pitch to leave a good review, that last experience will be the most salient in the customer’s mind.

Customer centricity 215

Customer centricity Employee engagement Customer Experience Surveys 215

Win the Customer

DECEMBER 11, 2023

Monitoring these metrics allows senior service managers to ensure timely and effective support, thus enhancing the overall customer experience. Customer Satisfaction (CSAT) Scores CSAT surveys provide direct feedback on customers’ satisfaction levels regarding specific interactions or experiences.

Customer Experience 69

Customer Experience Management Journey mapping Customer centricity 69

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

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

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. According to the global leaders, that’s because: They deliver excellence customer service. They communicate well. You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 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

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

Nicereply

JUNE 26, 2023

eSAT stands for Employee Satisfaction. Like the customer-centric version, CSAT (or Customer Satisfaction), eSAT is a method of tracking how satisfied employees are within their role and your company, specifically through the use of surveys. Here’s an example of a simple eSAT survey from Nicereply.

Surveys 52

Surveys Employee engagement Metrics Customer centricity 52

Anexa BPO

JULY 4, 2022

Sophisticated VoE programs are much more than just a simple employee survey. They typically contain multiple streams across the employee life cycle. Employees are the most vested stakeholder of any business. But there’s more.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Feedback 52

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

Anexa BPO

MAY 28, 2023

In today’s highly competitive business landscape, organizations are increasingly recognizing the pivotal role of customer experience (CX) in driving growth and achieving long-term success. Recent surveys reveal that compensating the value of ONE lost customer requires the acquisition of THREE new ones.

Customer centricity 52

Customer centricity outsourcing Employee engagement Feedback 52

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

When you understand how leading indicator CX metrics drive financial growth, then you see how CX improvement and design are necessary to “move the needle” Employee engagement needed for improvements and design shows you what is needed as motivation in culture and accountability.

Journey mapping 62

Journey mapping Metrics Accountability Surveys 62

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

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

DECEMBER 30, 2017

Vision Silos : being out-of-sync with the hand that feeds you — 1) build your brand promise on customers’ wish list, 2) make your brand promise the guide for how your whole company needs to think and do, 3) reality-check your CXM as a limiter or contributor of customer experience excellence.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

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

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

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

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

ClearAction

APRIL 3, 2015

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. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

CX Journey

MARCH 12, 2015

The two terms are related, and they’re both elements of customer experience improvement. Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. That means employees answer questions from the “I” perspective.

Employee engagement 66

Employee engagement Customer centricity Entertainment Airlines 66

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

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

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. From there, you can set goals for improving the metric.

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

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