Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

PeopleMetrics

JULY 31, 2015

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you keep tabs on your experience. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. They’re tuned in.

Close the Loop 118

Close the Loop Customer Experience Touchpoint Start-ups 118

Uniphore

SEPTEMBER 30, 2021

And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition. Best practices for recognizing your frontline agents’ success include: 1.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Execs In The Know

MARCH 7, 2024

At the same time, the contact center serves as one of the most valuable hubs for insight into customer behavior and trends. From proactive fraud detection to hyper-personalized product recommendations, AI-driven customer service raises the bar for how financial institutions interact with members.

AI 111

AI Actionable Insights Innovation Compliance 111

Shep Hyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Steven Van Belleghem

APRIL 27, 2021

1. Think about partner Experience. There has been a lot of talk about employee experience being the backbone of customer experience lately. And I truly believe that happy employees beget happy customers. Grab wants the overall customer experience to be perfect. Think in ecosystems.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

Customer Bliss

OCTOBER 4, 2018

Be proactive and get feedback. Karen continuously walks the airport to take in the visuals and experience it creates. At the same time, she talks to passengers and employees to get feedback. Within the first 30 days of Karen’s new role, she developed a 30/60/90-day plan to transform the company’s customer experience.

Customer Experience 70

Customer Experience CX Voice of the Customer 70

Experience Investigators

FEBRUARY 21, 2023

Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. So the term empathy gets tossed around a lot in customer experience. But really, it’s about the customer FEELING that empathy. But what do we really know about it?

CX 98

CX Contact Center Healthcare Construction 98

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Map Customer Feedback 120

Shep Hyken

MARCH 1, 2022

Does Your Frontline Team Believe in Your Brand? The Gap Between Your Marketing Message and Frontline Teams. Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView , a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. New York Times ?bestselling

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

Steven Van Belleghem

MARCH 7, 2021

Can B2B companies use the same customer experience strategies as B2C companies? So you see how data and ‘invisible’ behind the scene adaptations are really helping to improve the process and the customer experience at the same time. What comes first: customer experience or employee experience?

Customer Experience 98

Customer Experience B2B B2C CX 98

Experience Investigators

APRIL 25, 2023

You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. I recently asked one organization how they defined being customer-centric. And that is great.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Experience Investigators

APRIL 25, 2023

You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. I recently asked one organization how they defined being customer-centric. And that is great.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

SugarCRM

DECEMBER 1, 2022

The 2020s are shaping to be the decade of revolutionary technology with the continuing evolution of smart technology in the customer experience sphere. We’ve seen how Artificial Intelligence (AI), Virtual Reality (VR), and now the Metaverse enhance customer experiences and take them on journeys they have never been on before.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Sentiment Analysis 26

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Download Now. Set Clear Objectives.

Customer Experience 114

Customer Experience CX Customer Retention Social Media 114

Customer Bliss

JANUARY 18, 2018

.” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. Be Deliberate About Crafting the Customer Experience. Assess the experience and what customers are saying.

Customer Experience 51

Customer Experience Business Administration B2C Manufacturing 51

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Execs In The Know

OCTOBER 4, 2023

Customer Service Week is a reminder of the backbone of any successful business—the people who serve as the face and voice of the company. Customer Service Is the Frontline: Imagine a company as a fortress. Customer service is the frontline, the gatekeepers who interact with customers day in and day out.

Customer Service 52

Customer Service Customer Loyalty Customer Satisfaction Customer Feedback 52

CX Journey

JULY 9, 2015

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Think those are the only voices you should be listening to in order to improve the customer experience? You do listen to them, right?

VOE 74

VOE Unstructured Data Customer Experience VOC 74

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Callminer

JUNE 3, 2019

Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand. The industry’s employee turnover rates remain more than double the average for all other U.S.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. 1: Understand & Connect; Then Address.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. 1: Understand & Connect; Then Address.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Customer Bliss

MAY 3, 2018

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

Customer Experience 59

Customer Experience Government NPS Engineering 59

CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. Employees are critical to the customer experience, which is critical to the success of the business. How do we sell the concept to them?

Customer Experience 61

Customer Experience Customer Journey Map Touchpoint CX 61

Shep Hyken

JUNE 28, 2022

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He shares how companies can utilize customer feedback to create a great experience. Top Takeaways: There is a slow death of customer service.

Social Media 57

Social Media Entertainment Customer Feedback Sports 57

Zendesk

SEPTEMBER 3, 2021

What is National Customer Service Week? National Customer Service Week is the first full week in October that celebrates the value of customer service, and most importantly, the teams on the frontlines of the customer journey. Zoom rooms where customers and agents can meet face-to-face.

Customer Service 94

Customer Service Customer Acquisition Start-ups Customer Satisfaction 94

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. Here are the top five picks from the month of July; The Impact of Failing to Close the Feedback Loop. But what exactly is the problem?

Customer Experience 40

Customer Experience Social Media Start-ups Non-Profits 40

Shep Hyken

APRIL 19, 2022

Muscle Memory : What attitudes and good habits developed over time come naturally to you as you serve your customers? Return on Investment : How do you measure the return of investment on the frontlines? It can be measured by customer behaviour. It can be a compliment or the customer coming back to do more business with you.

Customer Service 57

Customer Service Customer Experience 57

Lumoa

FEBRUARY 21, 2023

Primary Areas That Define the Impact of a VoC Program Sian Kerr shared the three key areas to consider when assessing the impact of a VoC or CX program: How Each Team Uses the Results Look at how individual teams can use the insights and feedback they get from customers. According to Kerr, the tactical side of things comes first.

VOC 83

VOC Omnichannel Customer Journey Map Touchpoint 83

CSAT.AI

APRIL 12, 2023

Where a customer issue is escalated will depend on company size, structure and workflows. If you have agile service teams with frontline, tier 2 agents and experts, escalating within the team may be sufficient.

Customer Service 86

Customer Service Sentiment Analysis Omnichannel Legal 86

PeopleMetrics

FEBRUARY 6, 2015

Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. Opportunities for innovating around the customer experience. The answer is likely right in front of you.

Customer Experience 86

Customer Experience Voice of the Employee Net Promoter Score Text Analytics 86

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . They’ll help you with what to do with the feedback collected and how to make it more actionable. End to end feedback management. Take a look.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Customer Bliss

SEPTEMBER 4, 2018

Bob explores this concept with us well, as we chat about the incorporation of robotics to improve employee and customer experience. From talk to action, and culturally changing how an organization delivers its customer experience, Bob has been instrumental in embedding CX in Manulife’s culture. . Click To Tweet.

CX 44

CX Customer Experience Technology Technology 44

Customer Bliss

AUGUST 18, 2020

With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By now, we are all well aware that the COVID-19 pandemic has drastically impacted customer experience. By Niraj Ranjan. Some might be angry.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

PeopleMetrics

NOVEMBER 6, 2014

Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. Sometimes we forget about the middle man – the frontline employees. Listen to Your Employees: Your Silent Warriors.

Customer Experience 80

Customer Experience Voice of the Customer Customer Feedback Actionable Insights 80