Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Businesses care about customer perception because it directly impacts their bottom line. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

APRIL 1, 2024

Let’s get started! Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 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. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

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. .

Contact Center 52

Contact Center CX Start-ups Finance 52

Beyond Philosophy

JULY 17, 2017

Some companies get it and they’re creating an emotional connection that brings them loyal fans. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. But many others look to technology. But technology alone is never the answer.

Technology 133

Technology Technology Touchpoint Education 133

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. And this VIP treatment leaves you delighted and eager to return. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service E-commerce Social Media 52

Beyond Philosophy

JUNE 21, 2015

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. Valuing Employees is the Foundation for Employee Ambassadorship.

Customer Experience 160

Customer Experience B2C B2B CX 160

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. The role of a call center manager is complex and challenging. Adeel Shabir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Beyond Philosophy

SEPTEMBER 17, 2015

Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. This communication to employees shows me a customer centric company that is lead by the top down on this principle. Not Schultz.

Retail 142

Retail Customer Experience CX Customer Satisfaction 142

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. 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

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Is it in there at all?

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

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 They communicate well.

CEM 138

CEM Engineering Innovation Customer Experience Management 138

Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel. Turns out, other employees have similar stories.

Engineering 135

Engineering Retail Customer Experience 135

Beyond Philosophy

JUNE 17, 2019

But my blessing/curse does get in the way of enjoying simple things, like restaurant meals. Remembering shows that the server paid attention to a person’s preferences and cared about them. Remembering shows that the server paid attention to a person’s preferences and cared about them. Can I get you anything else?

Start-ups 121

Start-ups Gaming Customer Experience 121

Help Scout

AUGUST 31, 2021

If you downplay key expectations, you may end up with applications that don’t meet your requirements, and if you sugarcoat other aspects, you may end up with dissatisfied employees. For example: Help Scout is a remote first company, with 110 employees working from 80+ cities all over the world. Assisting with billing issues.

Social Media 94

Social Media Innovation Touchpoint Start-ups 94

ProProfs

OCTOBER 4, 2022

But, one of the biggest reasons companies fail to abide by regulations is this — poor compliance culture stemming from ineffective compliance assessment and training processes. . You need to conduct compliance assessments to test employees’ training needs and their understanding and retention of the information you provide.

Compliance 52

Compliance Finance Government Agriculture 52

Doing CX Right

OCTOBER 20, 2020

The best in class companies also care about employee views and empowers their staff to deliver customer excellence. Getting high-level feedback is good, but the magic happens when you dig deep into the customer journey. While valuable, it must not be your only method of getting customer feedback.

Gaming 69

Gaming VOE VOC Close the Loop 69

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy?

Hospitality 67

Hospitality Hospitality Customer Experience 67

Beyond Philosophy

FEBRUARY 28, 2017

Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory. Learn about the company culture and the personalities that inhabit it.

Construction 131

Construction Social Media Start-ups Customer Experience 131

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. And this VIP treatment leaves you delighted and eager to return. Before that, What is Customer Service in Retail?

Retail 40

Retail Customer Service E-commerce Social Media 40

Execs In The Know

MAY 10, 2021

In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason. Supporting employees by ensuring their mental and physical wellbeing is truly a priority. They are often the face of the company, shaping customer perception from even one interaction.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Totango

SEPTEMBER 14, 2021

When customers need to contact you and they can’t get ahold of you, satisfaction plummets. A Consumer Reports survey found that American consumers’ top customer service complaint was being unable to get a human agent on the phone. Here we’ll focus on five of the top factors which shape clients’ experience of your brand.

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 88

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Sales 159

Sales Net Promoter Score CX Customer Satisfaction 159

ProProfs

JANUARY 25, 2022

How important do you think is cybersecurity awareness training for employees? As employees are the face of your organization and have access to your business data and tools, cybersecurity training for them is necessary. Considering the gravity of the issue, I’ve shared a few cybersecurity tips for employees in this blog post.

Education 52

Education Engineering Legal Start-ups 52

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization.

Entertainment 66

Entertainment Customer Experience CX 66

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Tyler Riddell. It ties up lines and makes the whole center fall behind. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. If you don't care about what you're doing, it shows.

Business Growth 81

Business Growth Start-ups Innovation Customer Experience 81

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Customer experience has been a buzzword for several years and is only heating up. How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. to the left) My response was: “That’s a blog post on its own! There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.

Innovation 52

Innovation Customer Satisfaction Customer Experience Sales 52

ClientSuccess

SEPTEMBER 5, 2018

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. Let’s get started with this week’s post! What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why?

Start-ups 40

Start-ups Sales 40

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more. Now to the conversation with Dean! I’m thankful for that.

Sports 54

Sports Technology Technology 54

CX Journey

DECEMBER 11, 2018

These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. Let's dive in.

Start-ups 60

Start-ups Customer Experience 60

Beyond Philosophy

APRIL 14, 2015

Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it.

CEM 124

CEM Education Sales Customer Experience 124

Beyond Philosophy

MAY 23, 2016

It will still be the same leaders, people and poor culture that has led Time Warner to have this unenviable reputation. And we do at Charter, and we are getting better every day.” Sure they did, they just didn’t care. It’s official. After two years of working on the deal between Charter and Time Warner Cable, Inc.,

Customer Satisfaction 112

Customer Satisfaction Customer Experience 112

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 The Top 10 Companies.

Engineering 60

Engineering Innovation Customer Experience Management Customer Experience 60

1 to 1

MARCH 28, 2022

Individuals who are looking for a remote work environment with flexible hours are increasingly joining customer care, back office, growth services, data annotation, and content moderation teams. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results. adults are current or recent gig workers.

CX 52

CX Contact Center Innovation Customer Satisfaction 52

SurveySensum

NOVEMBER 22, 2021

I reached out to customer care which I heard was very good. Did you know you get a higher satisfaction from the customers after you resolve their problems than if the failure had never happened? Why should you close the feedback loop? How to Close the Loop? Types of Closed-Loop Feedback. Inner Customer Feedback Loop.

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52