Beyond Philosophy
MAY 23, 2024
He shares his thoughts on Quality Assurance and the problems organizations have regarding this area. You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. I am also well acquainted with this area.
Beyond Philosophy
OCTOBER 29, 2020
Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Also, include how you want to measure it.
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Customer Centric Support
FEBRUARY 13, 2017
Two years ago, I would have been in the same state of mind – but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer Service Vision Statement a chance. It was an ICMI workshop by the one and only Jeff Toister that first turned me on to the concept of a Customer Service Vision.
ClearAction
JULY 23, 2023
That in itself may be part of your B2B customer experience governance charter. What would make their work more customer-centric? In the charter itself, or its roll-out, tie into everyone’s motivations by quantifying some costs of poor customer experience. What do they need to adjust to get in sync?
Netomi
JANUARY 5, 2022
LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.
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