SurveySensum

FEBRUARY 23, 2024

Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement. It consists of a short and regular set of questions sent to employees. Sounds like a dream, right?

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

Customer Experience 165

Customer Experience Start-ups Government CX 165

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. This means you first need to engage with your customers to listen to what they (and the data points) are saying. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Execs In The Know

JULY 4, 2023

In this blog post, we’ll explore how to get on the right path to becoming an inspiring CX leader and how this trait can benefit you, your team, and your company overall. And at the forefront of this quest stands inspiring CX leaders, the driving force behind transforming mundane transactions into memorable interactions.

CX 97

CX Start-ups Customer Experience 97

Steven Van Belleghem

MARCH 27, 2023

So when Weiss founded direct-to-consumer makeup and skincare brand Glossier, it already had a cult-like following from her blog. The reason why Glossier is so extremely successful is because of its die-hard customer first culture and that’s why I wanted tell you about them. million in Series A funding.

CX 120

CX Social Media Customer Relationship Customer Feedback 120

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Businesses care about customer perception because it directly impacts their bottom line. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Fonolo

SEPTEMBER 14, 2023

In this blog, we’ll discuss how to create goals that will take your call center to the next level. Setting goals for call center employees is important because it helps to bring a sense of achievement to a role that often lacks it. Ask for employee feedback: What do they see as barriers to delivering great customer service?

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). If you were able to join us for this special event, you know exactly how valuable these sessions were.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

SurveySensum

APRIL 1, 2024

Let’s get started! Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. .

Contact Center 52

Contact Center CX Start-ups Finance 52

Beyond Philosophy

JULY 17, 2017

Some companies get it and they’re creating an emotional connection that brings them loyal fans. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. But many others look to technology. But technology alone is never the answer.

Technology 132

Technology Technology Touchpoint Education 132

SurveySensum

JULY 10, 2023

If not, then this blog is for you. They must provide seamless service across multiple channels, optimize their supply chains for efficient inventory management, and empower their employees to anticipate customer needs. And this VIP treatment leaves you delighted and eager to return. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service E-commerce Social Media 52

Beyond Philosophy

JUNE 21, 2015

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. Valuing Employees is the Foundation for Employee Ambassadorship.

Customer Experience 160

Customer Experience B2C B2B CX 160

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. The role of a call center manager is complex and challenging. Adeel Shabir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Beyond Philosophy

SEPTEMBER 17, 2015

Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. This communication to employees shows me a customer centric company that is lead by the top down on this principle. Not Schultz.

Retail 142

Retail Customer Experience CX Customer Satisfaction 142

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

CX 129

CX Customer Experience Education Machine Learning 129

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Is it in there at all?

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

CEM 138

CEM Engineering Innovation Customer Experience Management 138

Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel. Turns out, other employees have similar stories.

Engineering 135

Engineering Retail Customer Experience 135

Beyond Philosophy

JUNE 17, 2019

But my blessing/curse does get in the way of enjoying simple things, like restaurant meals. Remembering shows that the server paid attention to a person’s preferences and cared about them. Remembering shows that the server paid attention to a person’s preferences and cared about them. Can I get you anything else?

Start-ups 121

Start-ups Gaming Customer Experience 121

Beyond Philosophy

DECEMBER 11, 2017

Christmas simply isn’t part of many people’s culture or traditions, and the music can feel overbearing. And some people just don’t care for “Santa Claus is Coming to Town.” Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog?

Retail 151

Retail Start-ups Sales Customer Experience 151

Beyond Philosophy

JANUARY 12, 2016

You never get a second chance to make a first impression, or to relive your first 90 days at your organization. You never get a second chance to make a first impression, or to relive your first 90 days at your organization. Be careful about policies you issue that are focused on the organization and not on the Customer.

CX 107

CX Customer Experience 107

Help Scout

AUGUST 31, 2021

If you downplay key expectations, you may end up with applications that don’t meet your requirements, and if you sugarcoat other aspects, you may end up with dissatisfied employees. For example: Help Scout is a remote first company, with 110 employees working from 80+ cities all over the world. Assisting with billing issues.

Social Media 95

Social Media Innovation Touchpoint Start-ups 95

ProProfs

OCTOBER 4, 2022

But, one of the biggest reasons companies fail to abide by regulations is this — poor compliance culture stemming from ineffective compliance assessment and training processes. . You need to conduct compliance assessments to test employees’ training needs and their understanding and retention of the information you provide.

Compliance 52

Compliance Finance Government Agriculture 52

Doing CX Right

OCTOBER 20, 2020

The best in class companies also care about employee views and empowers their staff to deliver customer excellence. Getting high-level feedback is good, but the magic happens when you dig deep into the customer journey. While valuable, it must not be your only method of getting customer feedback.

Gaming 69

Gaming VOE VOC Close the Loop 69

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy?

Hospitality 67

Hospitality Hospitality Customer Experience 67

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Customer Experience has become a top priority for businesses in 2020.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. 02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Here is the link.

CX 52

CX Social Media Sports Customer Service 52

SurveySensum

JULY 10, 2023

If not, then this blog is for you. They must provide seamless service across multiple channels, optimize their supply chains for efficient inventory management, and empower their employees to anticipate customer needs. And this VIP treatment leaves you delighted and eager to return. Before that, What is Customer Service in Retail?

Retail 40

Retail Customer Service E-commerce Social Media 40

Beyond Philosophy

FEBRUARY 28, 2017

Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory. Learn about the company culture and the personalities that inhabit it.

Construction 131

Construction Social Media Start-ups Customer Experience 131

Intercom

AUGUST 2, 2023

Here are some of the key takeaways: Innovating in the customer experience realm can involve setting up peer panels or workshops where employees role-play as customers. To tackle churn, you need to target the ideal customer profiles, set the right expectations, and engage non-customer-facing groups to address CX challenges.

Innovation 52

Innovation CX Non-Profits AI 52

Execs In The Know

FEBRUARY 17, 2023

Social media has been around for almost two decades, with 75% of the world’s population ( ages 13+) now actively engaged in an ever-evolving online community of networks and algorithms. Marketing can help customer service teams become more proactive and targeted in their engagement strategies, while maintaining a consistent brand voice.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers expect from your customer service department?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

Execs In The Know

MAY 10, 2021

In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason. Supporting employees by ensuring their mental and physical wellbeing is truly a priority. They are often the face of the company, shaping customer perception from even one interaction.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Totango

SEPTEMBER 14, 2021

When customers need to contact you and they can’t get ahold of you, satisfaction plummets. A Consumer Reports survey found that American consumers’ top customer service complaint was being unable to get a human agent on the phone. Here we’ll focus on five of the top factors which shape clients’ experience of your brand.

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 88