Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason. Focus groups are another means to gather agent feedback.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

The Customer Service Blog

SEPTEMBER 28, 2021

Are companies paying too much attention to their customers, and not enough attention to other stakeholders, such as employees? Have a read of the article below and then get in touch with The Customer Service Blog to give your views. Employees can become demotivated by perceived imbalance. What do you think?

Social Media 52

Social Media Customer Relationship Retail Customer Loyalty 52

PeopleMetrics

FEBRUARY 13, 2015

It doesn’t help matters to get emotional about feedback. The fact is, sometimes, feedback can be crushing. So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Feedback is data. Everyone likes to hear the feedback that supports their personal notions.

Customer Feedback 97

Customer Feedback Voice of the Customer Customer Experience 97

SurveySensum

JUNE 29, 2023

In this blog, we will explore 5 data-driven insights that successful marketing experts use to create remarkable customer experiences. Through market research, data analysis, social listening, leveraging customer feedback , conducting interviews, competitor analysis, and staying updated on industry trends. Wrapping Up!

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! I originally wrote today's post for Clicktools. Set expectations early.

Customer Experience 61

Customer Experience Customer Journey Map Touchpoint CX 61

ClientSuccess

NOVEMBER 3, 2017

Being on the CSM frontline allows us to directly influence the success of our clients. Let’s move forward with this week’s blog post! He realized providing managers with resources and training for great 1:1’s and making it required would have a positive impact on employee engagement (which they wanted to improve).

Sales 44

Sales 44

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

CX 129

CX Customer Experience Education Machine Learning 129

SugarCRM

DECEMBER 1, 2022

73% admitted they need to implement customer feedback to improve customer service and experience. To answer a customer’s query, frontline support agents must be armed with the right technology, resources, and shared knowledge to diagnose and solve problems quickly. Harness Data to Drive Sales and Interactions.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Sentiment Analysis 26

Confirmit

SEPTEMBER 11, 2017

If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new. They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Managers use these with employees as well; those discussions are often referred to as stay interviews.

Social Media 34

Social Media B2B Voice of the Customer Sales 34

PeopleMetrics

MAY 30, 2015

That’s why customer feedback management is so important. This means taking steps to improve our understanding, like thoughtful observation, collecting frontline employee feedback , and viewing the world with open minds and hearts. We'd be happy to talk.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Map Customer Feedback 120

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Question 6.

Technology 44

Technology Technology Engineering Start-ups 44

Confirmit

SEPTEMBER 11, 2017

If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new. They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

ProProfs

JULY 16, 2021

They say knowledge is power, so training the employees in the basics and advanced knowledge of customer service is something that can go a long way towards making a difference between a sales graph crashing or going upwards with every quarter. Such employees play a vital role in business growth and success by keeping your customers delighted.

Retail 52

Retail Sales Start-ups Customer Service 52

CX Journey

OCTOBER 18, 2017

It was published on t heir blog on April 24, 2017. It made me pause for a moment; but when you hear them define it as "how employees impact customer satisfaction and, ultimately, the customer experience," that makes a whole lot of sense. Employees are critical in the customer experience equation. That does not make me cringe.

Customer Experience 45

Customer Experience CX Customer Satisfaction Touchpoint 45

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. You want your employees to deliver a great customer experience for your customers, right? Customer Journeys : A customer journey map is the ultimate tool to help connect all employees to how they impact the customer experience. If knowing is half the battle, what''s the other half?

CX 61

CX Customer Journey Map Customer Expectations Customer Experience 61

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. Second, talking to the frontline folks about their experience with their customers. Listen to the voice of employee. As he points out, “The customer isn’t actually using their voice to provide feedback.” Interview customers. I found this to be a gold mine.”.

Social Media 345

Social Media VOC VOE Contact Center 345

Intercom, Inc.

OCTOBER 1, 2020

And then it would be live, and we’d announce it via Intercom and get the feedback and see if we got it right or not. But I remember I wrote a blog post back then, and even then when we were executing that, we knew it wasn’t perfect. And even the six-year stuff was quite hand-wavy. What did they say? Why did they quit?

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

And then it would be live, and we’d announce it via Intercom and get the feedback and see if we got it right or not. But I remember I wrote a blog post back then, and even then when we were executing that, we knew it wasn’t perfect. And even the six-year stuff was quite hand-wavy. What did they say? Why did they quit?

Engineering 165

Engineering Start-ups Finance Sales 165

Comm100

OCTOBER 25, 2017

We brought together three of our top writers and our blog editor to explain how these viewpoints are missing the mark – and how you can turn these interpretations around. No employee should be forced to listen to abusive behavior or language, so if the interaction goes in this direction, it’s important to escalate and get help.

Start-ups 128

Start-ups Customer Service Social Media Contact Center 128

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Doing CX Right

JULY 24, 2019

SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? Stacy is leading customer experience and employee engagement at Schindler Elevator Corporation. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” IS NPS A DRIVER OF REVENUE?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

SugarCRM

JANUARY 7, 2020

We were so impressed with Savoye’s approach that we decided to share it here on the Sugar blog. Each employee would work with an individual Excel file to track communications, and then use that individual data to court customers over the course of many months or years. Next, the committee held interviews with staff.

CX 26

CX CRM Customer Relationship Management Sales 26

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. Second, talking to the frontline folks about their experience with their customers. Listen to the voice of employee. As he points out, “The customer isn’t actually using their voice to provide feedback.” Interview customers. I found this to be a gold mine.”.

Social Media 182

Social Media VOC VOE Contact Center 182

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Question 6.

Start-ups 40

Start-ups NPS Finance Technology 40

Qualtrics

JANUARY 30, 2019

Hear from BuzzFeed’s Chief People Officer, Lenke Taylor about how they’re employing technology to answer common HR questions, encourage employees to network with colleagues, act on employee feedback, and more. On creating a culture of feedback: Our starting point is our annual employee survey from Qualtrics.

Entertainment 20

Entertainment Start-ups Technology Technology 20

Comm100

OCTOBER 27, 2016

Customer service expert, Jeff Toister, outlines four major sources for customer expectations on his blog. To see the outside influence on your customers, check chat and phone transcripts, emails, and feedback surveys. They include: Your communication to the customer.

Customer Expectations 64

Customer Expectations Social Media Customer Service Customer Loyalty 64

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

APRIL 24, 2018

blog linkedin twitter Why? "I The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." blog linkedin twitter Why? blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Qualtrics

JANUARY 22, 2019

This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on creating a world-class customer experience, empowering employees to take action, elevating the voice of the customer and so much more.

Scorecard 33

Scorecard Compliance CX Customer Satisfaction 33

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64