Steven Van Belleghem

MAY 3, 2021

The link between a customer experience driven culture and business success is perhaps most clear at Amazon, where “Customer obsession” is its No. 1 leadership principle : “Leaders start with the customer and work backwards. Although leaders pay attention to competitors, they obsess over customers.”. Hire for diversity.

Net Promoter Score 104

Net Promoter Score Customer Experience NPS Innovation 104

Steven Van Belleghem

APRIL 20, 2021

Which is why the collected writings of Jeff Bezos – from his unique annual shareholder letters to numerous speeches and interviews – that gather his core principles and philosophy are a gold mine for CX leaders. These are just a few of its inspiring insights: The importance of a Day 1 mindset. Why culture is an imperative.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Experience Investigators

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” Combine this with a customer experience champion program within your organization and watch culture really shift. of customer experience. Absolutely.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors.

Contact Center 99

Contact Center Construction Technology Technology 99

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir. Read on to learn about effective leadership activities you can use in your organization.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Taylor Reach Group

MAY 11, 2021

Even with inspiring mission and vision statements, a gap can exist between the statements and the culture that is actually experienced as you cascade down through the organization. When revenue is down or CSAT is lower than expected, heads turn to call centre operations leaders… and the pressure is on!

Customer Service 145

Customer Service Customer Satisfaction CX 145

Service Quality Institute

SEPTEMBER 13, 2023

Amazon delivers the best customer service in the world. Jeff Bezos mastered the Service Strategy. The problem is most firms in the world do NOT understand the power of the Service Strategy. There are 3 Core Steps in Delivering a Service Culture. Take a look at my proven process for driving a service culture.

Innovation 52

Innovation Healthcare Start-ups Sales 52

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. How can we create an environment that gives life instead of sucking it out of us? How can we create an environment that gives life instead of sucking it out of us? Nate Light queue?

Contact Center 182

Contact Center Healthcare Gaming Education 182

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?” This lack of understanding can be a problem. okay… so what do you actually do?”

CX 282

CX Education Social Media Government 282

Uplifting Service

MARCH 17, 2020

If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. And customers are asking for new flexibility or demanding service you are not able to offer. This calls for a unique blend of service and care for others. The concept of leadership as service is not new.

Social Media 83

Social Media Government Innovation Gaming 83

Uplifting Service

FEBRUARY 26, 2020

Personalized Customer Service. For some, these words represent a true transformation of organization and culture. To build a “customer-obsessed” culture we need people to think and act differently. We need leaders who inspire innovation of experience as well as innovation of quality or productivity.

Innovation 98

Innovation Engineering Education Customer Service 98

Fonolo

JUNE 15, 2021

Only 30% of American workforce says they’re engaged and inspired at work, with the other 70% identifying as ‘disengaged’ employees who do the bare minimum. If you want high productivity and a positive culture for your contact center, but don’t value or monitor call center agent engagement , your growth will be forever stunted.

Contact Center 115

Contact Center Sales Customer Retention Customer Satisfaction 115

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. . Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. How can we create an environment that gives life instead of sucking it out of us? How can we create an environment that gives life instead of sucking it out of us? Nate Light queue?

Contact Center 140

Contact Center Healthcare Gaming Education 140

ClearAction

JANUARY 12, 2022

In the end, it’s the most promising way to build long-term value.” Inspiration for this KPI is the customer experience value quotient : 5. The stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period.

Government 62

Government Net Promoter Score Key Driver Analysis Innovation 62

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. So their Reference Point changed, and not in a good way.

Sports 78

Sports Legal Start-ups Management Consulting 78

Experience Investigators

AUGUST 22, 2023

This information is essential; however, as every customer experience (CX) leader has faced: data is just a starting point. My team works with many well-intentioned CX leaders that have mountains of data but cannot decide where to focus. Leaders invested in CX spend time in a cycle of action. That’s not true.

Customer Experience 52

Customer Experience CX Start-ups VOC 52

Zendesk

JULY 13, 2022

Collectively, workers are calling BS on “the way it’s always been done” in favor of flexible work and healthier work-life boundaries. But just as important is the company culture. Do employees feel safe enough that they can share feedback freely? Do leaders provide transparency around company priorities and KPIs?

Start-ups 98

Start-ups Sentiment Analysis Education CX 98

Customer Bliss

MAY 23, 2018

Carolyne has spent her career leading work in the customer service and experience industry. She started off doing customer service work for CUC Travel before it became Cendant Travel, and loved the work. Be Authentic and Inspire Your Team. What can be done to improve the “click to porch” experience (from order to delivery).

Sports 78

Sports E-commerce Customer Experience Legal 78

Intercom, Inc.

JUNE 20, 2019

This major anniversary has been inspiration for us at Intercom to pause and re-evaluate our approach to Pride. Intercom staff on the way to Dublin Pride parade #pride. A post shared by Intercom (@intercom) on Jun 25, 2016 at 5:48am PDT. View this post on Instagram. Be yourself. Supporting work we’re passionate about.

Legal 171

Legal Start-ups Education Sales 171

Execs In The Know

APRIL 23, 2021

The pandemic crisis forever changed the way we live and work. Companies who provided customers with peace of mind alongside their products and services are now emerging well-positioned to retain and grow their customer bases. How can we support employees who are also trying to adapt to post-pandemic life?

Innovation 93

Innovation CX VOC Outlook 93

Provide Support

JUNE 1, 2017

5 Tips for Effective Leadership in Customer Service. Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. Read more. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017.

Customer Service 65

Customer Service 65

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. So, are you delivering the best customer service in today’s competitive world?

Retail 52

Retail Customer Service E-commerce Social Media 52

SugarCRM

JANUARY 23, 2024

With over 25 years of experience in his profession, Scott brings in-depth experience on how to build a sales-led culture with successful sales strategies. 6 Ways to Create a Winning Culture for Your Sales Team 1. 6 Ways to Create a Winning Culture for Your Sales Team 1. Acknowledge that.

Sales 26

Sales CRM Construction Manufacturing 26

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service VOC Start-ups NPS 127

ECXO

AUGUST 2, 2023

Who is Shep Hyken: He is the Chief Amazement Officer at Shepard Presentations, one of the most important and respected experts in Customer Experience and Services worldwide, and among the best inspirational speaker around the globe. Shep Hyken is a customer service and experience expert.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

ProProfs

DECEMBER 5, 2022

You can conduct communication tests as a part of your hiring, training, or succession planning programs to ensure every employee is fully equipped with the communication skills required for their role. Depending on the communication skills you’re assessing, you can conduct various types of communication tests. . Thought clarity .

Innovation 52

Innovation Start-ups Sales Customer Relationship 52

ClearAction

APRIL 18, 2020

For example, a large percentage of customer escalations, customer service/success, and customer loyalty/churn investments address things that would not have occurred if they were done right the first time and consistently from customers’ perspective. Accordingly, mature customer experience management can reduce business risk.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. So, are you delivering the best customer service in today’s competitive world?

Retail 40

Retail Customer Service E-commerce Social Media 40

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. For Support Team Leaders. ” – Charles W.

Customer Service 70

Customer Service Customer Loyalty E-commerce Customer Satisfaction 70

ClientSuccess

AUGUST 30, 2018

While Carine won’t be speaking at this year’s conference, you can expect to be inspired by an equally incredible lineup of speakers and thought leaders. In the meantime, get inspired by what Carine had to share with CS100 attendees. This outlook has extended to the way I build professional relationships as well.”.

Outlook 40

Outlook Innovation Customer Service Technology 40

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Would you ever return to a business that gave you terrible customer service?

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Intercom

JUNE 2, 2022

And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates. Elizabeth currently leads Strategy and Research and Development for Service & Hospitality at Chick-fil-A and has been a professional speaker for over a decade. ” And so he said, “Well, can you major in that?”

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

ProProfs

FEBRUARY 3, 2022

You can take a cue from the employee onboarding examples that some of the world’s leading brands follow and make the most of it at your end. After going through this post, you’ll learn some of the inspiring employee onboarding examples and ideas that well-known brands have institutionalized. But don’t be discouraged yet. Take a look.

Social Media 52

Social Media Engineering Start-ups Education 52

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? How do you hold yourself accountable when managing culture and employee experience? W hen you treat people in an exceptional way, exceptional things happen ,” says Mary. Tactic 1: Be Authentically Engaged.

Sports 70

Sports Start-ups Technology Technology 70

Intercom

NOVEMBER 3, 2022

. “A well-oiled, organized support team is crucial to eliminate friction in the customer experience, and nothing impairs a seamless experience quite so much as a burned-out, scattered team” Are legacy ways of working ruining the agent experience? There had to be a simpler, smarter way to tackle the problem.

Start-ups 103

Start-ups Engineering Voice of the Customer Hospitality 103