Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s after this point that the real work of Customer Experience begins.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion.

Employee engagement 106

Employee engagement Customer centricity Engineering Customer Experience 106

PeopleMetrics

AUGUST 25, 2015

It helps you understand whether your crew is engaged in their work and understands your direction. You can then take steps to grow employee engagement and help them deliver an improved customer experience. Chart your course with long-term customer experience strategies. And guess what. Ready to set sail?

Customer centricity 95

Customer centricity Employee engagement Feedback Customer Experience 95

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Task: Identify a “gap” in the customer experience journey. They invest to meaningfully improve the customer experience.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

Beyond Morale

SEPTEMBER 30, 2013

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Without customers they would not exist.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

PeopleMetrics

JULY 31, 2015

The point is, keep it simple, so your employees can give you a look into their interactions. Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. Consider this sequence: EMPLOYEE: Our customers aren’t very happy with our moat and drawbridge.

Feedback 118

Feedback Customer Experience Customer centricity Employee engagement 118

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee engagement 52

Employee engagement Customer centricity Customer Experience Contact Center 52

ClearAction

APRIL 3, 2015

Engaging HR professionals with their internal customers and with the company’s strategic intent of CX management is viewed as very important to CX success. It would help chart the course for the org’s competitive advantage. Answering the question "How does our org structure best serve our customers?"

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Beyond Philosophy

JUNE 4, 2015

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. Humanistic companies—or firms of endearment (FoEs)—seek to maximize their value to society as a whole, not just to their shareholders.

Airlines 360

Airlines Marketing Enterprise Advertising 360

aircall

MARCH 16, 2022

Which is why we’re diving into how you can optimize your support tech stack for great customer-focused outcomes. . What Being Customer-Centric Looks Like for Support Teams. With that as your foundation, it’s time to start building the ultimate tech stack for customer-centric support teams. Automating Manual Tasks.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

PeopleMetrics

OCTOBER 1, 2015

The shame of it is, when employees are trained to ignore customer-centric impulses and focus on company-centric results, they suffer too. Of course those employees wanted to go home. The employee experience is a crucial element of the customer experience.

Customer centricity 89

Customer centricity Employee engagement Customer Experience Management 89

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

The Petrova Experience

AUGUST 30, 2022

When we look at how to build a customer-centric culture , we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the power of strong teams that collaborate on the common goal of meeting and exceeding customer needs. That’s great.

Customer centricity 52

Customer centricity Transportation Employee engagement Government 52

Callminer

OCTOBER 3, 2019

“Chances are that you already have at least a few good employees working in your company. Of course, there’s more to being a good employee than simply showing up for work on time and not talking back. Keep the three key factors of employee engagement in mind.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

PeopleMetrics

MAY 15, 2015

Although you can’t make customers say positive things about you, you can certainly make it easier for them to do so. In terms of improving customer touchpoints overall, it helps to do three things: Open your eyes. Start paying attention to the customer experience as it happens. Deliver a noteworthy experience every time.

Customer Experience 104

Customer Experience Customer advocacy Customer centricity Employee engagement 104

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

ClearAction

AUGUST 29, 2015

Hidden costs of perpetual issues are employee productivity, employee turnover, lost opportunities, customer trust erosion, and turnover of customers who didn't tell the company about their issue. 2) Macro Customer Experience Action. If it’s Called Customer Experience, Why is it All About the Company?

Customer Experience 117

Customer Experience Employee engagement Journey mapping Surveys 117

Hello Customer

MAY 6, 2021

More and more companies seem to get on the train of customer centricity, well sort of. Organizations understand the importance and urgency that customer centricity brings, but few companies get it right. The first of three sessions focused on people , in particular the importance of your customer service team.

Customer centricity 98

Customer centricity Contact Center Advertising Customer Care 98

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee engagement 26

Employee engagement Customer centricity Customer Experience Contact Center 26

Toister Performance Solutions

OCTOBER 28, 2021

Skill #2: Engage employees The second skill in leadership is to make sure everyone understands the vision. This is the true essence of employee engagement. Employee engagement, like leadership, suffers from having too many definitions. Part of guiding others is making sure they know where to go.

Employee engagement 69

Employee engagement Customer centricity Metrics Customer Service 69

GetFeedback

MARCH 22, 2019

While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys. about half of U.S.

Surveys 74

Surveys Employee engagement Construction Feedback 74

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. employees strongly agrees with the statement, “ My company asks for my feedback and acts upon what I say.”.

Best practices 140

Best practices Feedback Call Center Coaching 140

ProProfs Blog

JANUARY 17, 2020

Having a set channel using which customers can easily reach you is essential for you to know where your support team can improve. . What’s the best way to ensure your customers have all the needed information to contact you? By giving it to them, of course! Even after a customer recovery process, feedback is essential.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ClearAction

FEBRUARY 26, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). ClearAction offers a CCXP Exam Prep Course.). Comments are Customer Experience Gold.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Will there be mistakes?

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

Customer Relationship Metrics

JULY 26, 2017

In addition to QA, we know that performance measurement and employee development are somewhat similar to the practices used several decades ago. And it sets agents up to fail in a customer-centric world. The tolerance level of these traditional QA practices amongst contact center employees and customers has run its course.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

ClearAction

SEPTEMBER 25, 2022

When you understand how leading indicator CX metrics drive financial growth, then you see how CX improvement and design are necessary to “move the needle” Employee engagement needed for improvements and design shows you what is needed as motivation in culture and accountability. CCXP Struggles.

Journey mapping 62

Journey mapping Metrics Surveys Accountability 62

CX Journey

MAY 24, 2017

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! But what tools do we give to employees to prepare them to deliver a great customer experience?

Customer Experience 61

Customer Experience Journey mapping Employee engagement Feedback 61