Taylor Reach Group

APRIL 9, 2020

Start with your front-line employees, the people who are dealing with your customers. Your own employees have opinions on how to make that happen. This means leading by example and listening without judgment to what they have to say. This means leading by example and listening without judgment to what they have to say.

CX 173

CX Contact Center Start-ups Customer Experience 173

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

CX 243

CX Customer Experience 243

Steven Van Belleghem

JUNE 6, 2023

You can have the prettiest slogans on your walls or the most inspiring slides, if your employees see that you put efficiency, productivity and revenue before the customer’s needs, your culture will be driven by that. But it’s not just any type of listening. Some leaders listen to others to confirm their views which is very unhelpful.

Construction 62

Construction Engineering Retail CX 62

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Second, companies who have been hesitant to allow their employees to work from home. With the proper tools in place, employees have adapted to their new normal. Back To CX Accelerator Blog

Contact Center 266

Contact Center CX Technology Technology 266

Execs In The Know

MAY 6, 2022

Companies and contact centers are asking employees to come back to the office now that most “lockdowns” are over. Now used to the flexibility and convenience of remote work, many employees are resisting. It is the power of listening to our employees. New ideas that you can consider for your CX teams.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Discover our award-winning Customer Experience (CX) blog: [link].

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

PeopleMetrics

APRIL 30, 2021

The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

CX 133

CX Customer Experience CEM Customer Feedback 133

CX Accelerator

FEBRUARY 12, 2018

To be able to know and understand what customers want, companies must listen to their customers. Set up listening posts where it matters. These places are where your listening posts should be. In addition, have listening posts at other places where your customers frequent such as specific social channels or online communities.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

CSAT.AI

JULY 13, 2022

Listen to the advice of some of the best. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . You want to be the best in your industry. Aim to Become the Standard. “If

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Empowering Employees As highlighted by Harvard Business Review, employee empowerment is a driving force behind exceptional customer experiences. Embracing Technology: A Gateway to Innovation 1.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. This won’t be a long post but I’ll encourage you to click a few links to read and listen. During the conversation, we talked about some recent blog posts I had written. Let’s dive in.

CX 83

CX Contact Center B2B Customer Service 83

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Second, companies who have been hesitant to allow their employees to work from home. With the proper tools in place, employees have adapted to their new normal. Back To CX Accelerator Blog

Contact Center 182

Contact Center CX Technology Technology 182

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. Furthermore, we will hear plenty of negativity when listening to the voice of the customer. Happy listening!

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

Taylor Reach Group

MAY 1, 2020

We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ). Listen to Them. If your business is conducted mostly on the phone, you probably have a system for supervisors or quality analysts to listen to calls and assess the quality of the calls.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Shep Hyken

MARCH 4, 2022

Listening to the customer. We may not be able to solve every customer’s problem, but we can actively listen to each and every customer. Listening to the customer is very important to implementing a successful total customer experience. Here are four areas that help to deliver a total customer experience. .

Customer Experience 69

Customer Experience Social Media Touchpoint Sales 69

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I encourage you to listen to the brief video clips to hear examples of how some businesses have applied practical applications of the tips below. Be Honest with Your Employees.

Customer Experience 122

Customer Experience CX Customer Service 122

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data. Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

VOZIQ

SEPTEMBER 8, 2021

Run Your Business: Listen Closely. But what’s more important is listening to them is what they are asking for and why they want to leave. Read this interesting blog to understand how you can consistently win the customer retention puzzle by listening closely to your customers and employees.

Customer Retention 59

Customer Retention Customer Expectations Customer Experience 59

Zendesk

JULY 26, 2023

Subscribe to Conversations with Zendesk Stay up to date on the latest episodes on your favorite podcast platform such as Spotify , Apple , YouTube , and Stitcher , or return to the Zendesk blog for new episodes every two weeks. Let customers realize that they’re being listened to.”

Retail 52

Retail E-commerce Start-ups Customer Service 52

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. 1:51) How can a brand promise help employees? (4:21) How can a brand promise help employees? But we have 250 employees.

Start-ups 148

Start-ups Customer Service Customer Experience 148

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization. If you employ an effective listening program to each, the voices will tell you exactly how one affects the other. Too many ignore their own employees’ opinions.

VOE 148

VOE VOC CX CEM 148

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 how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Start-ups Government CX 165

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. Effective Communication and Active Listening are the KEY! Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service E-commerce Social Media 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.

Customer Service 136

Customer Service Contact Center Social Media CX 136

CX Accelerator

SEPTEMBER 24, 2019

Or, teams that historically have felt dis-empowered and like they haven’t been listened to might be very resistant to any change from outside, no matter how good for them it actually is. You’ve probably heard the idea that “most CX comes from great EX” (Employee Experience). Comm100 Kaye's Blog Kaye's LinkedIn.

CX 208

CX Education Social Media Government 208

Execs In The Know

MARCH 25, 2022

It requires a transformation in the way leaders plan, direct, and engage employees in their organization. Two key areas are central to a successful WFH Hybrid program: the employee experience and the technology that powers the work. Employee Experience Checklist. Let’s start with the employee experience checklist.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Logicalware

DECEMBER 6, 2021

But research shows just two in 10 managers intuitively understand how to coach employees [1]. So in this blog, we’re including three coaching form templates you can use to make your coaching and quality assurance process more effective and consistent across your contact centre. GROW model. Contracting.

Business Consulting 97

Business Consulting 97

Customer Bliss

JUNE 17, 2020

We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. In this Pandemic, Move How You Listen to Customers—From ASKING to UNDERSTANDING.

74

74

CX Accelerator

MAY 8, 2018

Agents as Listeners Every day, your agents are in the privileged position of being let into the stories and lives of your customers. Agents act as the ‘ears’ of an organization, and it’s listening and perspective-taking that allows successful agents to understand and find meaning in the stories your customers tell.

Contact Center 160

Contact Center Start-ups NPS Education 160

VOZIQ

SEPTEMBER 8, 2021

Run Your Business: Listen Closely. But what’s more important is listening to them is what they are asking for and why they want to leave. Read this interesting blog to understand how you can consistently win the customer retention puzzle by listening closely to your customers and employees.

Customer Retention 52

Customer Retention Customer Expectations Customer Experience 52

Zendesk

MAY 25, 2022

There, she helped launch and grow Airbnb’s European HQ to 600+ employees. You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books. Start reading these blogs. Most of the CX influencers we mentioned before have their own blogs. Bookmark away.

CX 98

CX Social Media Start-ups Sports 98

Beyond Philosophy

MAY 9, 2019

However, we discovered that it wasn’t the amount of time patients had with the doctor; it was whether patients perceived the doctor was listening to them. However, the patient perceived that the doctor wasn’t listening to them, so they thought they needed more time with the doctor. The word “perceived” is significant here.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Sprinklr

SEPTEMBER 8, 2021

Few public sector leaders, or their employees, want to be at the center of that. New technology can listen to dozens of social channels and blogs at once, in real time, sometimes with fewer restrictions and at a faster pace than surveys. Public sector employees already face enormous complexities in their work.

Government 72

Government Social Media CX Artificial Intelligence 72

SurveySensum

JULY 11, 2023

The agent listened to your complaint actively and answered you by communicating with the delivery person about the status of your product delivery. Offer self-service options for customers to find answers on their own like blogs, FAQs, video tutorials, etc. They have an extensive employee training program known as Disney Traditions.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

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 billion in revenue last year.

CEM 138

CEM Engineering Innovation Customer Experience Management 138