Beyond Philosophy

DECEMBER 19, 2020

Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. You can do the same with your customer experience. no crickets).

Management Consulting 78

Management Consulting Customer Experience CX 78

Customer Service Life

MAY 16, 2022

This whole experience got me thinking about my work in customer support and customer experience. In my current role, I occasionally interact with customers, learning about some of our internal processes. One particular process requires that I first open the customer’s account. What can we learn from this?

Start-ups 122

Start-ups Engineering Customer Feedback Customer Experience 122

Beyond Philosophy

JANUARY 19, 2022

Some say it will combine social media and virtual reality (VR), like a more complex VR chat. We think it is the future of Customer Experiences. Immersive experiences are part of the metaverse, leveraging the power of augmented reality (AR) and VR. Key Ideas to Improve your Customer Experience. Want more stuff like this?

Entertainment 78

Entertainment Social Media Management Consulting Touchpoint 78

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. And, those stats are even higher for customer support representatives, including call center agents. Call center agents are constantly helping customers or staring at a screen. Create a supportive culture.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Start-ups 167

Start-ups Customer Experience Customer Loyalty CX 167

Aquire

DECEMBER 21, 2021

Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. By having these options available, many routine customer issues will be resolved before they even reach your team, and much faster to boot — saving resources.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. Constructive feedback fosters a culture of collaboration and mutual respect.

Construction 52

Construction Start-ups Innovation Gaming 52

CX Accelerator

AUGUST 16, 2018

It's incredible what can be accomplished when the only goal is to equip one another as we advance the discipline of Customer Experience. Jeremy Watkin you've created a wonderful culture inside the dialog with your thought-provoking questions and helpful nature. Highlight #2: No More Post-Conference Blues.

CX 140

CX Social Media Gaming Innovation 140

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It is a lost art that customer experience managers need to thrive.

Sports 71

Sports Customer Experience Entertainment VOC 71

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Our favorite chart: Reality and Promise of AI. Who wrote it: Interactions.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Intercom, Inc.

JULY 24, 2018

At Intercom, we are dedicated to offering our unique style of great support to our customers all over the world, all day long. For us to be available whenever our customers need help, we staff a team across multiple time zones that operates practically 24/7 all year round.

Legal 149

Legal Start-ups Sales 149

Execs In The Know

MAY 18, 2021

Our recent Customer Response Summit (CRS) — Spring 2021 event (April 26–28, 2021) played host to a variety of sessions including keynotes, case studies, and breakout groups, as well as four very powerful and timely panels, each one hosted by COPC Inc. Stella Connect by Medallia , TELUS International , and Concentrix.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Beyond Philosophy

JANUARY 20, 2022

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. As you can see, this was pre-pandemic and a time that I think of as the height of the Customer Experience movement.

Customer Experience 78

Customer Experience CRM Customer Satisfaction Start-ups 78

SurveySensum

JUNE 19, 2023

You know what they say, ‘A satisfied customer is the best business strategy of all’! It’s a reality check that so many businesses fail to grasp. Think about it: when a customer is satisfied with your business, they’re more likely to stick around and become a loyal customer.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

Intercom, Inc.

NOVEMBER 17, 2022

To maintain a strong culture in a remote-only company, Chili Piper arranges a yearly trip for its employees and offers a stipend to encourage people to visit each other. If you enjoy our discussion, check out more episodes of our podcast. Liam: So it was a complete culture shock. Any moment is a wasted opportunity.

Start-ups 118

Start-ups Gaming Sales Engineering 118

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Experience Investigators

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. This is where understanding the right learning path for overall customer experience excellence can be very powerful.

Customer Experience 98

Customer Experience Customer Journey Map Education Artificial Intelligence 98

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Customer Relationship 88

Customer Relationship Engineering Net Promoter Score Hospitality 88

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Customer Bliss

NOVEMBER 23, 2016

You offer some amazing insights and contexts on the customer growth engines you’re building where you work, and that in turn informs the work I get the privilege to do. Those are: Customers as assets. Build a customer listening path. One-company leadership, accountability, and culture. Align around experience.

Engineering 59

Engineering Education Business Operations Innovation 59

PeopleMetrics

OCTOBER 14, 2015

Antsy for Customer-Centric Cultures. The sad reality is those numbers don’t feel too far off base for a disengaged workforce. For example, independent research shows that customer focus plays a role in employee engagement. In company-centric cultures, 22% of employees are engaged, and four percent are fully engaged.

Voice of the Employee 92

Voice of the Employee 92

Confirmit

SEPTEMBER 30, 2019

In this short video filmed at Confirmit’s B2B Summit in New York, Elisa Spano, Strategy and Insights Manager at Fannie Mae talks about the impact their Customer Experience program has had on the business. This includes both driving smarter investment decisions, and delivering real changes to the company culture.

CX 40

CX Finance Voice of the Customer B2B 40

Intercom, Inc.

JULY 26, 2018

Faced with the reality that were no options left, Josh had to ask his employees to take a 15% pay cut – and a 30% salary reduction himself. It came down to the culture they had created together, which against all odds overcame the fact that the company was entirely remote. I wanted to have paying customer feedback as soon as possible.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

ClearAction

DECEMBER 28, 2017

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well.

Customer Experience 72

Customer Experience Customer Service 72

Intercom, Inc.

APRIL 29, 2021

Like, say, merging the idea of a reality TV docu-series with one of the key use cases of a fast-growing B2B startup. And we need to do that because you want your brand to reach customers in their buyer’s journey, and you want to show up when they’re searching for different keywords. Reality show meets B2B.

Innovation 118

Innovation B2B Start-ups Education 118

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. If we boil it down to its essence, there’s a five-step process to customer centricity.

Voice of the Employee 117

Voice of the Employee Voice of the Customer CX Customer Feedback 117

CX Journey

JUNE 20, 2019

Although sounding very professional, in reality the application of Agile to non-IT teams is still in its infancy. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Agile working in hearts and minds The first theme I noticed is a culture that embeds four principles.

Non-Profits 55

Non-Profits Innovation Customer Expectations Customer Experience 55

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Customer Experience 48

Customer Experience Net Promoter Score Engineering Legal 48

Steven Van Belleghem

MARCH 24, 2019

Customers can put the camera into selfie mode and select frames to check out in real time how these look on them. This is a clever combination of usefulness and sales driven marketing, by offering a simple solution to a real customer problem. An interactive wall map at the British resort Premier Inn.

E-commerce 52

E-commerce Customer Experience Retail Social Media 52

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. 5 Competencies for Customer-Driven Growth. 3 Methods to Successfully Implement Customer Experience Transformation.

Customer Experience 94

Customer Experience Engineering CX Start-ups 94

CommBox

JANUARY 26, 2022

Depending on what industry you are in, how big your team is, and what the general company culture looks like, your method of communication can differ. This is extremely important as your team goes on to deal with customers as well. Find out more about the CommBox smart customer communication solution.

Omnichannel 98

Omnichannel Social Media Start-ups Sales 98

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars.

Customer Experience Management 131

Customer Experience Management Customer Experience CX Customer Service 131

Doing CX Right

OCTOBER 20, 2020

Customers, including me, spend triple the price at Starbucks compared to other local coffee shops. The reason is that the most reputable brands, like Starbucks, proactively LISTEN to customers and use feedback to deliver personalized experiences that exceed customer expectations. Customer perception is YOUR reality. .

Gaming 69

Gaming VOE VOC Close the Loop 69

ClearAction

NOVEMBER 12, 2017

What is ‘Walking the Talk’ for Customer Experience? What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. And so do customers! Lynn Hunsaker. Why Does the Walk Matter?

Customer Experience 54

Customer Experience Education CX Customer Expectations 54

ProProfs

MAY 29, 2020

Also, promote a culture of communication in your teams. Cultural Differences. Now we’ve come to what looks like an unavoidable reality embedded in our DNA. Cultural diversity is often encountered while working with a huge team with members from different regions of the world. miscommunications between team members.

Start-ups 59

Start-ups Government Gaming Education 59