Steven Van Belleghem

FEBRUARY 14, 2023

And that has everything to do with the basics of communication. It has everything to do with expectation management. And then to deliver on those. Because the truth is that most of organizations will not win the race for the best price. There’s probably always going to be someone who will be cheaper.

Customer Experience 98

Customer Experience Gaming CX Sales 98

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Retail Start-ups Engineering 167

Customer Bliss

AUGUST 18, 2020

This post takes a look at everything you need to look for while recruiting for your support team amidst this new normal. This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. At Hiver, Niraj is responsible for defining the vision and strategy of the business.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Taylor Reach Group

OCTOBER 7, 2020

Most people are not getting up in the morning saying they’re planning to make your life miserable and goof up everything they touch, I promise. Always focus on the behavior and what needs to change; avoid generalizations about the employee as a person, like “You’re always giving me attitude!”. What do you need to accomplish?

Contact Center 142

Contact Center Legal 142

Lumoa

JANUARY 3, 2023

Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy. So grab a pen (or electronic notepad) and let’s dive into the world of survey design! . Principles of Survey Design.

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

Intercom

FEBRUARY 1, 2024

The report is a fascinating snapshot of the prevailing attitudes among customer service teams. Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. The extent of that change is vast.

Customer Service 97

Customer Service AI Technology Technology 97

Bill Quiseng

MAY 10, 2023

ACTION ATTITUDE Thinking about customer service excellence doesn’t make it happen; doing something does. Customer service excellence is not an attitude. When it comes to customers and customer service, don’t be just good. Be GREAT out there! It’s action. Customers want action, not excuses. So CARE BIG! Consistency builds trust.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But those were not universal for everything and everyone.

E-commerce 200

E-commerce Hospitality Hospitality Healthcare 200

ECXO

MARCH 10, 2024

We examine our strategies, our approaches, and our attitudes. “By If you fancy watching a quick video summary of this article before reading it, just click the link and enjoy: Discovering the Power of Losing and Making Mistakes in CX and EX Life is a remarkable journey of exploration, learning, and transformation.

CX 52

CX Innovation Construction Start-ups 52

Intercom, Inc.

JULY 2, 2020

Companies did everything they could to minimize costs, from outsourcing frontline teams, to implementing needlessly complex phone trees, to simply making customers wait to hear back. . This shift in attitudes to support as value driver is nowhere more apparent than in the sheer number of new tools.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Intercom, Inc.

MAY 26, 2021

Spotting common traits, attitudes, and approaches made our six values obvious. We start with the problem to be solved in everything we do. A North Star tells you where you want to go but it doesn’t tell you what to do to get there or how to do it. What you do to get there is your strategy. We’re optimistic and positive.

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Elmer Taboada. Read on to learn what our experts had to say about the best ways to handle a disgruntled employee. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Steven Van Belleghem

NOVEMBER 22, 2021

Don’t start from a KPI attitude but focus on an intention mentality and make sure you are truly useful and helpful to customers. With this approach, P & G does not just “sell commodity diapers” and it also goes beyond putting “parents at the center of everything it does”.

Customer Experience 117

Customer Experience Gambling CX NPS 117

Fonolo

SEPTEMBER 10, 2020

They desperately need a life-line, and they’re turning to your business to fix everything. The only thing worse than a customer who doesn’t know anything is a customer who thinks they know everything. Take the time to converse with them so they feel listened to, but remember to tie everything back to the purpose of the call!

Construction 125

Construction Contact Center Customer Experience Customer Expectations 125

Steven Van Belleghem

JANUARY 10, 2022

. – Seth Godin. Great customer service doesn’t mean that the customer is always right, it means that the customer is always honoured. Chris LoCurto. You’ve got to start with the customer experience and work back toward the technology, not the other way around. Steve Jobs. Ann Handley. My definition of ‘innovative’ is providing value to the customer.

Customer Experience 125

Customer Experience Gaming Government Start-ups 125

Beyond Philosophy

DECEMBER 5, 2022

In addition, the war in Ukraine, which is terrible for the countries in and around there, is sending ripple effects outward, disrupting food and energy and everything else. People, sports teams, politicians, everything goes through transition. There is plenty of bad news to be had about a recession. Inflation is terrible, too.

Sports 78

Sports Start-ups Customer Satisfaction Customer Experience 78

Zendesk

APRIL 23, 2021

Your competition is everything else your prospect could conceivably spend their money on.” — Don Cooper. On your journey to sales greatness, a little inspiration is necessary at times. Lack of direction, not lack of time, is the problem. We all have twenty-four hour days.” — Zig Ziglar. “If Workaholics aren’t heroes. Stop selling.

Sales 98

Sales Outlook Start-ups Construction 98

ProProfs

AUGUST 16, 2021

This post takes you through leadership training and everything else related to it. 83% of enterprises believe that developing leaders at all levels is important. Of all the employees who left their company at some point, 52% believed that their manager could have done something to prevent them from leaving. Continue reading to find out.

Artificial Intelligence 52

Artificial Intelligence Outlook Entertainment Gaming 52

Fonolo

OCTOBER 6, 2020

Their Attitude and Manners. That doesn’t just include the words your employees use to address customers — it’s everything about how they handle themselves. Here’s how your employees affect the way customers perceive your brand. Your Employees Heavily Impact Customer Perceptions.

Hospitality 126

Hospitality Hospitality Customer Satisfaction CX 126

Beyond Philosophy

AUGUST 12, 2021

However, Halo Effects can also be harmful, leading people to align their bad opinion of your Customer Experience with their general disapproval of everything you do now and in the future. . My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. .

Sports 89

Sports Manufacturing Customer Expectations CX 89

Beyond Philosophy

MARCH 30, 2023

What Handy wrote in the book is that the time for change is right before you reach the top of the first curve, when everything is performing well. A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. Coors also had problems with its Spanish translation.

Sports 78

Sports Management Consulting Customer Feedback Innovation 78

CX Accelerator

MAY 28, 2019

Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

CX Accelerator

FEBRUARY 3, 2018

When agents are not communicating well with each other, knowledge barriers and poor attitudes are a predictable result. Everything DiSC is excellent for a team as they offer a combined result report that can be purchased by the facilitator. Having had exposure to many of these, DiSC is my top choice with the most significant impact.

Customer Service 140

Customer Service Sports Construction Compliance 140

Fonolo

MARCH 19, 2020

Put Everything Behind Supporting Your Customers. And that means we’re going to be doing everything online, and calling companies up when we have an issue. ” That’s the attitude we like to hear. It’s deadly not to run with a stampede, but sometimes being swept away in the panic is just as dangerous.

Contact Center 91

Contact Center Start-ups Technology Technology 91

ECXO

AUGUST 9, 2023

This article was originally posted at [link]. Professional services (PS) and consulting is critical to client experience. But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? Let me explain.

Touchpoint 98

Touchpoint CX Innovation Start-ups 98

Service Quality Institute

OCTOBER 11, 2023

The second is to learn everything about your job. You do not need to become irate before employees go crazy The manager in this situation’s attitude was to protect the employee. The manager, Chalpulke asked me several times to lower my voice. The funny thing is I was not raising my voice. I had NO confidence in him.

Customer Service 52

Customer Service Sales Customer Experience 52

Beyond Philosophy

MARCH 28, 2019

It starts with your attitude, how you look at things. In other words, we talk about everything even when we don’t know anything. A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time.

Gambling 143

Gambling Start-ups Education Customer Experience 143

Shep Hyken

MAY 23, 2022

My Comment: We dread the complaining customer, but the reality is that when a complainer has a great experience (problem resolved with the right attitude), that customer has a higher opinion of the company than if there wasn’t ever a problem. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker.

Customer Service 57

Customer Service Sports CX Customer Experience 57

Intercom

NOVEMBER 16, 2023

Here are some of the key takeaways: Hurdles in recruitment and resource management, together with a tech that isn’t delivering everything we hoped just yet helps explain the drop in customer satisfaction. Customer satisfaction scores in the UK have taken the biggest hit since 2015. rise in customer satisfaction. I’m Liam Geraghty.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Confirmit

SEPTEMBER 29, 2020

But I have everything programmed already. Confirmit’s can-do attitude coupled with a powerhouse technology solution that can easily grow with you, means that we can help you achieve your goals. It’s hard. But there comes a time in some relationships when we have to ask ourselves, “am I getting what I need?”

Voice of the Employee 52

Voice of the Employee Actionable Insights Voice of the Customer Technology 52

Uniphore

JANUARY 25, 2022

After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Not so fast. However, in artificial intelligence (AI), the feeling is anything but cautious. All of this answers the question of where we go from this critical juncture.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Sprinklr

SEPTEMBER 27, 2021

Having been part of the pioneering team of Sprinklr in Asia, the two things that really make it special are the people and their passion — everyone has the never, ever, ever give up attitude and genuine care for anyone that needs help.” – Danny “Dannyl” Danabalan, Director of Sales, Singapore. But don’t take it from me.

CXM 83

CXM CRM Sales Innovation 83

Steven Van Belleghem

SEPTEMBER 5, 2023

Their circle of influence is expanding to meet changing expectations – both from customers and employees – since a purely self-serving attitude or even neutrality of opinion (in difficult conversations like race, gender or wars) is no longer an option. This piece is about Patagonia’s fantastic customer culture.

Non-Profits 57

Non-Profits Sales 57

Chip Bell

DECEMBER 17, 2019

Make Everything Feel Like Opening a Gift. Does the experience reflect an attitude of generosity, not greed or manipulation? Their upbeat, optimistic attitude can elevate the delight of all those around them. There are ways to make this season a cheerful one for your customers and a profitable one for you!

Contact Center 42

Contact Center Sales Retail Start-ups 42

Beyond Philosophy

OCTOBER 3, 2014

His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. Downie said that many times when you are running a business; it’s easy to get a proprietor’s attitude that, “It’s my business, and I’ll run it the way I want to!”

CEM 154

CEM Sports Social Media Customer Loyalty 154

Intercom, Inc.

OCTOBER 7, 2021

Hiring for attitude is key – a mix of people who are eager to learn and more experienced people who are passionate about helping others grow fosters the collaborative, thriving environment our Aussie teammates love. Even a simple daily or weekly meeting will help everyone stay in the loop. Growing in the Pacific. I’m Liam Geraghty.

Start-ups 118

Start-ups Sales 118

ECXO

JUNE 15, 2021

When it comes to addressing customer issues, employees should prioritize customer satisfaction above everything else. As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Kirsti Laasio.

Customer Satisfaction 120

Customer Satisfaction B2C Omnichannel CX 120