ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 259

Customer Experience Advertising Employee engagement Sales 259

PeopleMetrics

JUNE 16, 2015

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. The Survey Says. When it comes to customer experience activities and commitment, leaders appear to be: 1. Want More?

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

ShepHyken

OCTOBER 30, 2018

How a customer remembers an experience will be guided by two factors: The peak moment in that experience, whether it was good or bad. If you end an experience with a long drawn out survey or an unauthentic pitch to leave a good review, that last experience will be the most salient in the customer’s mind.

Customer centricity 226

Customer centricity Employee engagement Customer Experience Surveys 226

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. According to the global leaders, that’s because: They deliver excellence customer service. They communicate well. You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

ShepHyken

MARCH 25, 2022

This week we feature an article by Anjan Pathak, Co-founder and CTO at Vantage Circle , an Employee Engagement Platform. He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Using outside expertise to train your employees can help them succeed.

Customer Experience 196

Customer Experience Employee engagement Customer centricity Chatbots 196

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. What Exactly is Customer-Centricity?

Customer centricity 77

Customer centricity Customer Experience Management Morale 77

Satrix Solutions

MARCH 26, 2018

Here’s our interview with Leo Marthe, Director of Customer Success, on how the company has been able to achieve VoC success. Evan Klein: Command Alkon is intensely focused on creating a customer-centric culture. This has had a significant impact on the customer experience and employee engagement at Command Alkon.

Customer centricity 79

Customer centricity Feedback Surveys Employee engagement 79

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

Tethr

JULY 15, 2020

Customer-centric decision-making should be the basis of all operational decisions. The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling).

Customer centricity 65

Customer centricity Employee engagement Surveys Sales 65

Beyond Philosophy

DECEMBER 20, 2016

Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world. 10 BIG Ideas for Customer-Centric Success.

Customer centricity 150

Customer centricity Enterprise Employee engagement Consulting 150

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Taking steps to improve CX is proven to deliver results.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

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. In the U.K.,

Surveys 74

Surveys Employee engagement Construction Feedback 74

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

ClearAction

APRIL 3, 2015

Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

Customer Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment. Highlights Read More.

Employee engagement 50

Employee engagement Surveys Customer Experience Benchmark 50

Beyond Philosophy

JUNE 20, 2015

A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

B2C 257

B2C B2B Metrics Entertainment 257

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

PeopleMetrics

MARCH 13, 2015

Communication is core to customer centricity. In our research into customer-centric culture , we''ve uncovered one cultural dimension that supports Employee Engagement and customer Net Promoter Scores more than any other. Want to learn more about how we look at employee engagement?

Customer Experience 109

Customer Experience Customer centricity Employee engagement Feedback 109

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

ClearAction

DECEMBER 30, 2017

Vision Silos : being out-of-sync with the hand that feeds you — 1) build your brand promise on customers’ wish list, 2) make your brand promise the guide for how your whole company needs to think and do, 3) reality-check your CXM as a limiter or contributor of customer experience excellence.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Employee engagement hovers around 9,000. The customer calls it “shopping elsewhere.”. " Really?

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ProProfs Blog

MAY 30, 2019

Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak. Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

TechSee

APRIL 16, 2019

Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. And they appreciate that.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

CX Journey

MARCH 12, 2015

The two terms are related, and they’re both elements of customer experience improvement. Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. That means employees answer questions from the “I” perspective.

Employee engagement 66

Employee engagement Customer centricity Entertainment Airlines 66

ClearAction

AUGUST 29, 2015

Here's the recipe: 1) Micro Customer Experience Action. Closing the loop with a customer about a low rating on a survey or an issue they've contacted the company about is in almost everyone's recipe for customer experience improvement. If it’s Called Customer Experience, Why is it All About the Company?

Customer Experience 117

Customer Experience Employee engagement Journey mapping Surveys 117

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

So, send out feedback forms to customers monthly and yearly. It is also crucial that you send surveys post-purchases too. Alright, now that we have an idea about how we can collect customer experience data, let’s answer the ongoing question – what are the basic steps to customer service recovery?

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

PeopleMetrics

MARCH 10, 2015

Improving customer experience will involve constant listening to your customers, and adjusting to their evolving needs. At PeopleMetrics, we conduct ongoing customer feedback surveys that help you stay in tune with your customer base. Continue to customize your experience.

Customer Experience 109

Customer Experience Metrics Customer centricity Surveys 109

ClearAction

MAY 31, 2015

Send relevant customer feedback to each department in your company regularly. Involve employees in observing customers to see what’s easy/hard for them. Keep customer experience anecdotes (not just survey scores) in front of employees on the intranet, in break rooms, in staff meetings, and so forth.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Effective setting of employee expectations is a critical part of successfully leading and managing a team. When an employee fails or performs poorly, call center managers typically do not blame themselves or the system.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

PeopleMetrics

NOVEMBER 6, 2014

You really care, so you send out carefully crafted surveys. Your customers are satisfied and could even be considered loyal. Your employees are your most valuable resource, and measuring their own engagement is important to understanding what sort of experience they are delivering to your customers.

Customer Experience 80

Customer Experience Feedback Surveys Customer centricity 80

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89