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7 Things to Remember on the Customer Experience Journey

Beyond Philosophy

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

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For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Beyond Philosophy

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. 10 BIG Ideas for Customer-Centric Success.

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The 4 stages of contact center maturity and how to use them

Talkdesk

Quality Assurance: How an organization ensures their CX meets their goals and aligns with guiding principles by evaluating agent-customer interactions, identifying areas of improvement and providing feedback or training for remediation. The post The 4 stages of contact center maturity and how to use them appeared first on Talkdesk.

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Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. You Also Might Like… 5 Innovative Ways to Connect with Customers Digitally.

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Top Tips to Build Customer Trust and Credibility In 2023

CSM Magazine

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. However, convincing your customers to trust you might not be as easy as you imagine, as you will require a combination of consistency, transparency, and a customer-centric approach.

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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

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2019 in Review: A Year of Contact Center Transformation, Portfolio, Project, and IT

InGenius

Upland PSA: The future of professional services is customer-centric. As enterprises strive to put the human touch to our digital businesses, the phrase "customer-centric" has become the buzzword of the decade. Investing in our customers. Our commitment to our customers is matched with our commitment to innovation.