Execs In The Know

DECEMBER 18, 2023

Perspective Shapes Perception: Broadening perspectives by embracing diverse viewpoints is crucial in finding innovative solutions and enhancing leadership effectiveness. Remember, great leadership isn’t just about reaching the top; it’s about the journey, the lessons learned, and the growth along the way.

CX 52

CX Contact Center Innovation Customer Service 52

Heart of the Customer

NOVEMBER 17, 2016

When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products. Culture is the biggest determinant of effective customer experience. While that’s especially evident in the service space, it’s also true for every other type of company.

Customer Experience 108

Customer Experience 108

Inside Customer Service

DECEMBER 23, 2021

Here's where the customer and company viewpoints really diverge. The rep didn't have access to the billing system needed to see the issue. We went back-and-forth a few more times. Finally, the agent decided this issue needed to be escalated. Company perspective : This was the first escalation.

Start-ups 130

Start-ups Customer Service 130

Execs In The Know

NOVEMBER 20, 2023

Peter reflects on pivotal moments, such as standing up for customers during critical product launches and showcasing the importance of advocating for the customer’s viewpoint even amid organizational pressure.

CX 52

CX Innovation Customer Experience Customer Service 52

ClearAction

MARCH 27, 2021

To innovate superior value: Listen and observe: Customer experience outcome research , which involves ethnography to observe customers in their natural surroundings, reveals a more accurate and realistic viewpoint of the CX value quotient. A companion metric is ease of work, which tracks value from the employee viewpoint.

Customer Experience 77

Customer Experience NPS Engineering Voice of the Customer 77

Beyond Philosophy

MARCH 14, 2024

The various viewpoints introduce different perspectives into the discussion. Find ways to invite them to contribute that allow them to share their views. Diversification also helps. Having a team with different experiences helps avoid this situation. If the group is too homogeneous, you risk polarizing to the extreme, one way or the other.

Start-ups 78

Start-ups 78

Taylor Reach Group

JULY 17, 2017

In the time spent by much greater minds pondering this question from a broader viewpoint, machine learning continues to make its way into all facets of the customer experience. So, how do we as a society ensure that a disposition toward fair and equal treatment is standard issue in the AI ecosystem?

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

ClearAction

OCTOBER 21, 2017

Pool together viewpoints, insights, stories, and so forth from everyone who is responsible for a component of customer experience management. Process silos can be bridged by expanding perspectives : outside-in thinking aligns employees’ viewpoint with customers’ viewpoint. 2) Undo Myopia. And customers are our ultimate boss!

Customer Experience Management 67

Customer Experience Management Customer Experience Customer Journey Map Manufacturing 67

TeamSupport

SEPTEMBER 6, 2022

Customer health needs to be seen from a 360-degree, holistic viewpoint. There’s no denying that CSAT and NPS scores are helpful metrics when determining customer health, but they should never be taken as the sole prophet of customer truths. Do strive for better customer understanding.

B2B 98

B2B NPS Business Growth Business Operations 98

Customers That Stick

DECEMBER 11, 2014

The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States. The survey revealed a number of things about the holiday shopping experience: Other customers are a big source of unpleasantness.

Customer Experience 160

Customer Experience Retail 160

Totango

JULY 15, 2021

The CCO helps unite the executive team with a customer-centric vision so that all departments work together to support this viewpoint and deliver a consistent experience. A CCO is focused on the customer: customer retention, customer service, and building customer relationships.

Start-ups 124

Start-ups Customer Relationship Education Customer Retention 124

ClearAction

MAY 29, 2016

Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint. From the customer’s viewpoint, they certainly want everything provided by Marketing to be easy and personalized. How Customers Think of Customer Experience.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

Experience Investigators

JULY 6, 2021

Those who lead front-line or field operations, accounting and product delivery can all provide valuable viewpoints. Diverse viewpoints can provide great opportunities to understand the customer experience and gain buy-in from various leaders along the way. . Related: Get our free SMIRC Goals Checklist.

CX 130

CX Net Promoter Score Government NPS 130

Beyond Philosophy

DECEMBER 7, 2023

To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. Just click here to learn more and submit. He had a lot of interesting insights in terms of the interface between AI and human employees.

AI 88

AI Customer Experience Start-ups Education 88

CX Journey

AUGUST 13, 2015

So, it's no surprise, then, that the most important thing to do when mapping the customer journey is to do it from the customer's viewpoint, right? There are four steps/ways to bring that perspective into your map: Make sure that you create that assumptive map from the customer's viewpoint to begin with. Mike Gospe.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Lumoa

MARCH 3, 2023

Here are the main takeaways. Why Financial Services Companies Should Focus on CX Now That a Recession is Approaching According to Ekaterina Mamonova, when a brand makes a promise, and its CX delivers on it well, it produces a positive feedback loop that supports brand integrity and brand values.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Shep Hyken

JULY 12, 2021

This is an excellent article about customer experience with plenty of research to support the author’s viewpoint. I would have included it at the top of this week’s list, but it was published several weeks ago. But I had to share it anyway. 10 of the Best Customer Experience Podcasts by Nick Glimsdahl.

Customer Service 116

Customer Service Retail Entertainment Social Media 116

ClientSuccess

NOVEMBER 24, 2021

In addition, CSMs can help select different types of customer accounts for a broader swath of viewpoints. CSMs can help ensure the participants are getting as much value as they are giving. Ready to learn more?

Customer Relationship Management 52

Customer Relationship Management Gaming Customer Relationship Customer Experience 52

Totango

AUGUST 5, 2021

Representatives should be trained to empathize with customers by listening to them and trying to picture the situation from the customer’s viewpoint, rather than responding defensively. Customers who are frustrated will become more frustrated if they feel like no one is listening to them. Long waits make customers feel neglected.

Technology 118

Technology Technology Start-ups Customer Experience 118

Beyond Philosophy

MARCH 30, 2023

There are various reasons for wanting diversity, and one of them is to have the kind of leadership that is open to multiple viewpoints. (Sadly, one member of the duo later died in a hotel room in Frankfurt, Germany, at age 32, the victim of a suspected alcohol and prescription drug overdose.) Rule #5: Overlooking diversity and inclusion.

Sports 78

Sports Management Consulting Customer Feedback Innovation 78

Fonolo

OCTOBER 17, 2018

But while social media can reflect the negative, it can alternatively offer positive viewpoints and inspiring wisdom, often in 280 characters or less.

Customer Service 93

Customer Service Social Media Contact Center Education 93

Intercom, Inc.

MAY 22, 2018

Teams can more easily reconcile opposite viewpoints and rally around a cohesive strategy when everyone shares a 360 degree view of the customer’s motivations and priorities. Exploratory research is an extremely useful antidote to these kinds of issues because it provides a common vocabulary and set of insights to unite siloed teams.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

CX Journey

NOVEMBER 17, 2015

The most important rule about mapping is that the map is created from the customer viewpoint and with customer input. The assumptive map is built by stakeholders but from the customer viewpoint; it’s not an internal process map. This last point, about validating the maps, is a crucial step when building assumptive maps.

Customer Journey Map 83

Customer Journey Map Touchpoint Customer Feedback Customer Experience 83

Intercom, Inc.

NOVEMBER 2, 2020

Those viewpoints need to converge. Divergent mental models: Designers may naturally tend towards thinking in terms of layouts or user flows, Engineers in terms of code architecture, PMs in terms of value delivered. Scope creep: We expect too much of the system and believe that it should resolve all product problems.

Start-ups 289

Start-ups Engineering 289

ClearAction

SEPTEMBER 28, 2015

Why it's key to future success: This viewpoint is powerful in shifting from our current collective mindset of CXM as something that customer-facing staff takes care of. Why it's key to future success: This viewpoint is impactful in shifting from our current silo treatment of VoC instruments (i.e. customer listening posts).

CXM 105

CXM Customer Experience VOC Customer Experience Management 105

Beyond Philosophy

MAY 8, 2017

Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint. Think of Doritos with its over-the-top, ridiculous situations that very tangentially involve the triangular chip.

Customer Experience 141

Customer Experience Sports Social Media Gaming 141

Confirmit

APRIL 19, 2017

He discusded effective ways in which you can ensure you capture feedback from the right customers, and inject that customer viewpoint into your business. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit outlined the foundations required to launch a successful VoC initiative in a B2B environment.

B2B 55

B2B VOC CX Voice of the Customer 55

Beyond Philosophy

JUNE 12, 2017

We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint. We witness it all the time in our customer experience consultancy. In management, we’ve seen how a complainer can prevent a company from following through with a customer experience initiative.

Engineering 150

Engineering Start-ups Retail Customer Experience 150

Callminer

APRIL 30, 2020

When you truly understand your client’s viewpoint, your own becomes clear. Avoid interrupting customers while they explain their problems. “Notice that acknowledgement is not the same as agreement. If you cut off the customer before you fully hear their side of the story, that interruption can have disastrous consequences.”

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Fonolo

AUGUST 15, 2019

As Dale Carnegie wrote, “success in dealing with people depends on a sympathetic grasp of the other person’s viewpoint.” Subsequently, the company reported that 92% of customers surveyed were happy with their overall flight experience. It Pays to be Nice. The results?

Customer Service 73

Customer Service Healthcare Customer Survey Customer Satisfaction 73

ClearAction

JANUARY 12, 2022

New key performance indicators (KPIs) are needed to assess: Ease-of-Doing-Business from the viewpoint of customers and suppliers. Ease-of-Work from the viewpoint of employees. These questions are answered in this CEO’s Guide to Growth series. These two KPIs are precursors to value realized by your communities and shareholders.

Government 62

Government Net Promoter Score Key Driver Analysis Innovation 62

Intercom, Inc.

MARCH 6, 2018

It’s vital that everyone in attendance at a retro feels that it is a safe space and is comfortable sharing their viewpoints. If 25 minutes go by and you’re still discussing the first item, try to steer the discussion towards an action or solution and move on. Be open and honest. You’re all on the same team.

Start-ups 213

Start-ups Engineering 213

Totango

DECEMBER 6, 2021

From the customer’s viewpoint, the brand experience begins before the sale and it continues after, with onboarding, escalation and adoption experiences all figuring into the customer’s post-purchase experience.

E-commerce 94

E-commerce Customer Journey Map Sales Technology 94

TeamSupport

JANUARY 10, 2019

He has a great viewpoint on what AI technologies are best created in-house and which are better to outsource to specialized companies. For our third webinar, we'll be discussing Using AI Tools to Enhance Customer Support With Dan Nowitz at PTC. The concept of AI is now on the radar of many companies throughout the B2B industry.

AI 40

AI B2B Start-ups Innovation 40

ClearAction

NOVEMBER 7, 2017

And still fewer are consolidating the viewpoints to create a holistic picture of reality. One of the reasons for this gap is the reliance on dedicated account teams who are charged with figuring out who the influencers are and managing them one by one.

Voice of the Customer 109

Voice of the Customer B2B VOC Customer Journey Map 109

Totango

SEPTEMBER 6, 2017

Sam shared a fairly unique perspective (at least in the context of a conference focused on customer success professionals) in his keynote address: the viewpoint of a product manager on the customer success movement. Zendesk enjoys its position at the intersection of the two. So Product was needed to help un-complicate.

B2B 82

B2B Education Innovation Sales 82

SurveySensum

FEBRUARY 7, 2024

This promotes diversity by offering insightful information and demonstrating to your audience the value of their viewpoints. Inquire about their expectations, difficulties, and preferences. Create Buyer Personas Create thorough buyer personas that speak to various audience segments.

Social Media 52

Social Media Entertainment Customer Feedback VOC 52