Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver

Merchants

The post Quality Management should not be seen as a tick box exercise, but rather as a CX value driver appeared first on Business Process Outsourcing Services | Merchants CX SA.

How to Make Vision Writing Your Next Team Building Exercise

Toister Performance Solutions

They contact me to ask if I know of any good exercises or resources. The ultimate customer service team building exercise is writing a customer service vision. Team building seems to be a hot topic right now. I've heard from quite a few Customer Service Tip of the Week subscribers lately who are trying to create team cohesion and motivate a group of employees. There's another group of subscribers who have also contacted me.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong."

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members your team.

How to Avoid Roadblocks to Great Customer Service

ShepHyken

This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary.

How to Choose the Right Customer Service Objective

5CA

Many people view customer service as a purely reactional exercise. Questions come in, answers go out. That's it. Right?

Compare Yourself to the Best

ShepHyken

Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. Stop comparing yourself to the competition.

12 Tips to Find Time for Coaching

Contact Center Pipeline

You wouldn’t exercise just once in a lifetime and say that you were done. Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis. The same is true […]. Coaching agent development call center coaching contact center time management

Ritualizing the Customer Experience

ShepHyken

Most people would start with a journey mapping exercise to get an understanding of the different ways your customers interact with you. I love hanging around smart people, and my friend Todd Hartley is one of the very smartest.

Why You Need to Treat Your Business Relationships Personally

The Upsell

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. A friend of mine recently. The post Why You Need to Treat Your Business Relationships Personally appeared first on The Upsell.

The Three Words that Describe Your Company

ShepHyken

So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Now, back to the exercise. Sounds like a simple exercise, and for some it will be. Don’t let the simplicity of this exercise fool you into thinking it is trivial or anything less than powerful. I’m very excited to share this concept with you, especially as we approach National Customer Service Week.

Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Contact Center Pipeline

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in which players are locked in a room for one hour and have to use elements of the room to solve a series of puzzles. Once solved within the time limit, you […]. Sponsored Posts Workforce Management call center CEM contact center customer experience management Sponsored Post WFO workforce optimization

Kick Start and Optimize Your NPS for 2017

CustomerGauge

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

Following the Shot In

ShepHyken

We’re just out there to get some exercise and have fun. Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week.

New Year’s Reflections: Celebrate Your Accomplishments

ShepHyken

I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. I’m going to break away from my typical articles about customer service and experience and get personal. It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time. Personal goals about working out and losing weight seem to be the most popular.

Three Prerequisites to Setting Net Promoter® Targets

Genroe

This is not a trivial exercise. What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes. At some point in your best practice Net Promoter implementation, you are going to want to, in fact need to, start setting NPS targets for your staff and organisation. There are […]. The post Three Prerequisites to Setting Net Promoter® Targets appeared first on Genroe. Net Promoter Score Action Planning and Implementation NPS Goal Setting

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience

ShepHyken

The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment.

Five trends to adopt Post-Covid

Peter Lavers

If you are in FS, make sure you’re not just treating this as a tick-box exercise, referring to it a ‘Conduct Risk’ and thereby assuming it’s Risk & Compliance’s job!

5 Top Customer Service Articles for the Week of July 1, 2019

ShepHyken

My Comment: Journey mapping is a powerful exercise that all companies should practice. This excellent article breaks down the process with six steps that it takes to work through this important exercise. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

2020 Investments & the Customer Experience Priority

NICE inContact

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. Where do you spend? Where do you cut? Answering these questions for 2020 is even more difficult with the wild card variable of just what the economy will do in 2020.

Write Your Company’s Bestselling Customer Service Book

ShepHyken

One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. However, for the purpose of this exercise, only one example is needed. Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers.

Four ways to create an effortless customer service experience

Toister Performance Solutions

Four Ways to Reduce Customer Effort One of the things I really like about The Effortless Experience is it has so many practical exercises you can use to reduce or eliminate customer effort. A brainstorming exercise with frontline reps revealed a simple solution. You can do the same exercise with your team. One exercise that can help you identify this issue is to meet with your team and brainstorm a list of situations where employees frequently have to say "No" to customers.

2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

What is Digital Transformation?

Connect Managed

We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about important events right as they’re happening. These developments are part of the customer service digital transformation, and it’s important you find a way to make use of the best technologies available to improve customer experience and maximise efficiency. Digital Transformation Customer Experience

Your Emergency Response Plan—Be Prepared

ShepHyken

For some cases, you may consider repeating these training exercises and drills every six months. One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic. I will share my thoughts, but it’s important to note that the brevity of my answer does not diminish the importance of the question.

The CX Reframe: Three predictions for CX after COVID

Talkdesk

For many industries, planning during the pandemic can be a highly complex exercise. Welcome to the final installment of Talkdesk’s CX Reframe: A 5-Point COVID Response Plan. In our first three pieces, we discussed the massive quantum shift brought on by the COVID-19 pandemic, and how CX leaders can adapt their contact center strategies to continue delivering excellent experiences while weathering the pandemic.

Tips to Manage Anxiety and Stress

CSM Magazine

Include daily exercises to help you feel good and maintain your health. Strive to include some exercises in your routine and spend more time on the move. For the most significant benefits of exercise, try to include at least two and half hours of moderate-intensity activity (e.g., Lots of scientific data suggest that a regular exercise routine gets the best results. Find forms of exercise that are entertaining and funny. Recruit an “exercise buddy.”

Tips to Manage Anxiety and Stress at Work and Study

CSM Magazine

Include daily exercises to help you feel good and maintain your health. Strive to include some exercises in your routine and spend more time on the move. For the most significant benefits of exercise, try to include at least two and half hours of moderate-intensity activity (e.g., Lots of scientific data suggest that a regular exercise routine gets the best results. Find forms of exercise that are entertaining and funny. Recruit an “exercise buddy.”

What Type of Referral Program Software Does Your B2B Company Really Need?

Influitive

Before digging into your research on platform providers, a helpful exercise is to think about what exactly. There’s a lot of referral program software out there. While some technologies focus on simpler tasks—like tracking and capturing referrals—others have more complex features, like automated rewards and integrations with other tools to create a more seamless experience. The post What Type of Referral Program Software Does Your B2B Company Really Need? appeared first on Influitive.

B2B 46

The 7 Telltale Signs of a Company NOT Committed to Customers

Beyond Philosophy

This exercise requires self-analysis and answering critical questions about the priority placed on Customer Experience. The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was.

ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics

ForeSee

When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee. Case Stories Customer Experience Analytics ForeSee Solutions

Why you’ll never be a unicorn great at all 10 CX traits

CX Advantage Walker

At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” And guess what? Continue reading. The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage.

B2B 52

Gift Giving To Gain More Business – Does It Work?

Beyond Philosophy

In the beginning, it was considered a Sociology area, which suggested that gift-giving was primarily an exercise in reciprocity. Does Giving Gifts Mean More Business? It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts result in more business? They might, and they might not. Like most things about interpersonal relationships, it depends on a lot of different variables.

The Traits That Make for Good Customer Service

ShepHyken

There is an exercise we occasionally do in our workshops. My suggestion is to have a group of employees go through the exercise of listing all of the traits they can think of, both attitudes and skills. Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. He was hiring for his IT department.

My First Lesson In Leadership and Culture; A tribute to Nick Pape

Zoom International

I was out riding my bike with my wife to get some exercise on Saturday March 28, when I received word that a friend of mine, Nick Pape, had passed due to the Coronavirus. A tribute to Nick Pape. The news hit me like a ton of bricks. I was floored. Here we are social distancing, taking precautions and working hard to keep the business of work moving forward. And then you take a shot to the gut.

63

Why Contact Center Solutions Should Prioritize the Agent Experience

SharpenCX

What if you had to switch between five different notebooks for your daily journaling exercise – only writing a sentence in each? Think about your morning routine, and pick out a single task. What if it took transferring your morning cup of coffee to three different mugs before you could drink it? Now, think about [.]. Read More. The post Why Contact Center Solutions Should Prioritize the Agent Experience appeared first on Sharpen Contact Center Software. Customer Experience

Account Segmentation Strategies during Covid-19

CSM Practice

That’s a basic step without which, this whole exercise is doomed. Bottom line: This exercise will help you not only with prioritizing your existing accounts. Recently, I find many of my clients segment their existing client base in a new way in response to Covid19. This new segmentation strategy is placed to ensure customer success teams are able to prioritize customer slew of stop-payment requests, discount asks as well as to effectively identify expansion opportunities.

What’s Your Customer’s Panic Question?

Myra Golden

I have my workshop participants go through this exercise for at least ten issues. Do this exercise in your company, and you’ll instantly improve customer interactions. After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”.

Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Customer Service Life

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. While I believe journey mapping proved to be a fruitful exercise, there were some opportunities for improvement. This added some awkwardness to the exercise.