Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. asked an employee as she approached Sally. In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan.

Retail 261

Retail Social Media Finance Sales 261

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Inside Customer Service

FEBRUARY 17, 2022

Company culture is an important consideration for job seekers. percent and employers were competing for good employees. unemployment rate is still under four percent and culture is more important than ever. In fact, A 2021 LinkedIn survey found that culture is a top priority for 40 percent of job applicants.

Social Media 130

Social Media Customer Service 130

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. But the change didn’t stop there.

Customer Experience 94

Customer Experience Start-ups Customer Feedback Sales 94

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Intercom, Inc.

NOVEMBER 2, 2021

Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause. One thing that will always be on that list, however, is good management. The data suggests bad management is a real and significant issue. The common denominator isn’t the 46% of employees.

Engineering 291

Engineering Construction Sports 291

Inside Customer Service

MARCH 2, 2023

Agents from multiple countries and companies participated. In my experience, it takes an average of two years. You can get there by following The Service Culture Handbook , and I think you should, but here are three things you can do right now. For most companies, this means above the mid-line. How can this possibly work?

Contact Center 213

Contact Center Start-ups Customer Service 213

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. As a CX coach working with companies to understand their employees and customers, I was excited to dig into the report’s data. You will need to fix that.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. But I was wrong.

Customer Experience 115

Customer Experience Government CX Customer Loyalty 115

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

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

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

Customer Experience Maturity Model 94

Customer Experience Maturity Model B2B CX Customer Experience 94

Inside Customer Service

APRIL 15, 2021

An important client was paying me to facilitate a virtual session for its employees. To my surprise, a friendly employee quickly answered my technical support call. Customer service managers tell me empathy is the top skill they hire for. The client had juggled a lot of schedules to make sure everyone could attend.

Legal 250

Legal Customer Service 250

Intercom, Inc.

FEBRUARY 6, 2018

Onboarding new employees is a hard process to do well. I joined Intercom a few months ago as an engineering manager and onboarding for the first time in a while made me realize some things I hadn’t before. One area that’s especially fraught with challenges is your company culture. It’s fast, cheap and short.

Engineering 203

Engineering Start-ups Education 203

Fonolo

MARCH 14, 2023

Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. The work can be repetitive and stressful, leading to employee burnout. Every manager knows that new hires are extremely costly, and even more expensive to replace. Focus on aptitudes, not just experience.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Construction 52

Construction Start-ups Innovation Gaming 52

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. But this doesn’t have to be your organization’s reality.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Bill Quiseng

MARCH 15, 2022

Today’s customers are paying for their experience, not a business’ service or product. Customers want the best value for their experience, not the best price for your service or product. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. has the answer.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

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

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter. Share on linkedin.

Customer Satisfaction 119

Customer Satisfaction B2C Omnichannel CX 119

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Employee Experience is not a fad.

Sports 78

Sports Legal Start-ups Management Consulting 78

CSAT.AI

DECEMBER 14, 2022

In our article “Failing in Customer Service” clearly there are companies that put profit first. To heck with employees and customers. Sometimes companies focus so directly on customer centricity that they actually fail the customer. Employees are part of that satisfied customer big picture. Losing the Big Picture.

Sentiment Analysis 92

Sentiment Analysis B2C AI Customer Service 92

Intercom, Inc.

SEPTEMBER 17, 2020

But, there’s one company who believe that’s not always the case. The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

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. Eventually, Neha left for a competitor, leaving a void in her team and a loss to the company. Employee satisfaction!

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

SurveySensum

MARCH 4, 2024

Your company is going under a management shift. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. Doesn’t this make anonymous employee feedback sound absolutely integral to an organization?

Start-ups 52

Start-ups Gaming Structured Data Construction 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

RateMyService

MAY 17, 2023

Fanie Snyman from eNspiration shares his thoughts on how organizations can harness enterprise agility with experience management to drive business success. Companies must quickly adapt to today’s fast-paced and ever-changing business landscape. The choice is clear: Companies must rewire for speed and flexibility.

CX 52

CX Start-ups Innovation Customer Experience 52

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

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. Customer experience is more than one area, product, service or person.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

Intercom, Inc.

JULY 28, 2022

Growth is arguably the most defining and sought-after trait of technology companies. Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. Both employees and the organization benefit from such an atmosphere.

Finance 52

Finance 52

Zendesk

SEPTEMBER 6, 2023

As any support team manager can attest to, the deleterious effects of stress and burnout have very real consequences for customer service teams. From heavy employee turnover to impacted levels of service, the pressure of rising customer expectations and heavy workloads can hobble teams and exact a human cost that goes beyond business metrics.

Healthcare 69

Healthcare Customer Expectations Customer Service Customer Experience 69

Zendesk

DECEMBER 15, 2021

We’re excited to share that Andee Nieto will join Zendesk as the company’s Chief People Officer in early 2022. She has extensive experience in strategic planning, business operations, and employee-centric process re-architecture.

Business Operations 98

Business Operations 98

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Still have questions about call center training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141