Horizon CX

APRIL 6, 2021

However, one specific aspect of Customer Experience that interests me in particular and is something I’ve been attuned to for years is the art of communication. What can we do individually to help foster better communication in situations like the one described above?

Communication 147

Communication Study Course Meeting 147

Horizon CX

AUGUST 10, 2020

Wikipedia: Conversation is an interactive communication between two or more people. Hence, within our role as customer experience professionals, we hold a conversation and the resulting communication in the highest order of the many skills we possess and exemplify. Effective communication is a learned skill.

Communication 130

Communication Social Media Leadership Groups 130

Horizon CX

AUGUST 7, 2023

Cultural competence allows for effective communication and collaboration across diverse backgrounds. Language and Communication Skills : Language diversity can be particularly valuable in global markets or areas with a multilingual customer base.

Culture 130

Culture Innovation Groups Communication 130

Horizon CX

MARCH 25, 2019

2 Sharp Communication. A skilled CX leader transforms ideas into messages, may it be in the form of verbal or written communication. Model CX leaders can communicate with team members and customers with ease and confidence. Use various communication channels. Use various communication channels. Do they listen?

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

Horizon CX

JUNE 27, 2023

This involves cross-functional collaboration, communication, and the breaking down of silos between departments. Encourage collaboration and regular communication between teams to identify areas for improvement and streamline processes.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Horizon CX

FEBRUARY 29, 2020

Let’s look at the business side of this one-way communication situation and see if there’s resolution to the professional issue first and then perhaps apply it to the personal and familial. I recall quite vividly an exercise that was given to a communications class during my graduate studies in adult education at Boston University.

Exercises 130

Exercises Groups Course Communication 130

Horizon CX

DECEMBER 1, 2023

Effective communication and a focus on service over salesmanship are crucial for success, drawing parallels between Loman’s struggles and the challenges faced by CX leaders. By prioritizing electric vehicles and sustainable technology, Tesla has communicated a commitment to meeting the evolving needs and values of consumers.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Horizon CX

JULY 2, 2020

According to Wikipedia, “Microaggression is a term used for brief and commonplace daily verbal, behavioral, or environmental indignities, whether intentional or unintentional, that communicate hostile, derogatory, or negative prejudicial slights and insults toward any group, particularly culturally marginalized groups.

Culture 130

Culture Groups Comparison Communication 130

Horizon CX

FEBRUARY 7, 2024

Tailoring experiences: Human agents can adapt their communication style and approach based on individual customer preferences and unique situations, leading to more personalized interactions. Each customer is unique, with varying preferences, needs, and communication styles.

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

Horizon CX

OCTOBER 23, 2018

This isn’t exactly a winning communication strategy within the customer experience discipline and especially in sales or customer service capacity. Communication is a learned skill and one we can all learn to improve. This can happen in our personal lives as well as in business. Learning to Listen with a Tennis Ball.

Groups 113

Groups Communication Exercises Course 113

Horizon CX

APRIL 4, 2019

Fruitful solution-development relies on open communication and broad inquiries. For this to happen, marketing needs to be clear about the sales team’s needs, such as its communication preferences and demographics. This can be tough, especially if the company has enjoyed a good ride. Create a sales liaison role.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Horizon CX

MARCH 19, 2022

Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Horizon CX

JUNE 5, 2023

Leaders must communicate the importance of exceptional customer experiences and provide the necessary tools and training for employees to deliver on that promise. By optimizing these touchpoints, organizations can align their internal processes and strategies to meet customer expectations.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Horizon CX

OCTOBER 3, 2020

Survey deployment requires considerable and careful planning and includes advanced communication strategies, properly announcing the intent of surveys, internal socialization, timing of deployments, list cleansing, crafting effective survey invitations, and subject lines that will result in higher open-rates and response-rates.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Horizon CX

JUNE 2, 2020

SHARP COMMUNICATION – transform ideas into messages. To get your CX team in full gear for the customer, you need to have a highly effective customer experience expert at the helm and they should possess the following six traits: ACCOUNTABILITY – take charge. EMPATHETIC – listen to employees and customers.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Horizon CX

AUGUST 9, 2018

Context plays its own role here, especially in organizations where each communication channel is managed by a different team. Observing patterns in this pool of data provides us a deeper insight into the customer’s preferred way of communication at each stage of the customer journey. live chat?).

Customer Experience 100

Customer Experience Effort Score Contact Center Social Media 100

Horizon CX

FEBRUARY 29, 2024

Communicate the importance of putting the customer first and provide employees with the autonomy and flexibility to tailor their interactions to meet individual customer needs. Equip employees with the tools and resources they need to understand customer needs and deliver exceptional service.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Horizon CX

FEBRUARY 26, 2019

Once customer experience metrics have been defined, your job is to get every member of the C-suite to lock arms and communicate that these are the KPIs we are focused on. The final commitment you need to make pertains to the cadence of communication and management of your overall customer experience initiative.

Metrics 100

Metrics Customer Centricity Culture Leadership 100

Horizon CX

DECEMBER 21, 2021

Listening: While all leaders must possess superior communication and decision-making skills, the servant leader also must be willing to listen intently to others, Spears wrote. “The servant-leader seeks to identify the will of a group and helps to clarify that will.”

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Horizon CX

FEBRUARY 22, 2018

It communicates your state of mind. Our tone of voice on the phone and style of our correspondence communicate a virtual smile—or the lack thereof. In the article, Kann explains that what’s often missing is a smile , a key element of customer service and business interactions. Smiling isn’t just something your face does.

B2C 100

B2C Customer Service Representative B2B Interaction 100

Horizon CX

MAY 7, 2021

Is an action plan developed and communicated? Are impacted customers notified when the fix is available? Requests for Enhancements or Customization – when enhancements are requested, is there a conversation to learn more? Do you proof the next few invoices before they go out to ensure quality?

Culture 130

Culture Net Promoter Score Hotels Survey 130

Horizon CX

JULY 15, 2019

Too often communication with online is one-way and it’s hard to duplicate the power of collaboration and face-to-face interactions that are so essential in a classroom environment. There’s also the issue of self-discipline when it comes to online learning.

Course 113

Course Training Entertainment Exercises 113

Horizon CX

OCTOBER 8, 2019

They often begin with aggressive marketing and advertising campaigns, communicating how much they care about customers and how much they are focused on improving the customer experience. However, many transitions like this or “transformations” remain at the management or executive level.

Customer Centricity 100

Customer Centricity Study Training Advertising 100

Horizon CX

JULY 20, 2018

Using only automated bots to communicate with customers is a highway toward customer frustration causing CX to suffer. The use of chatbots is a young, new technology and, right now, they can only accurately deal with basic customer issues. Complex concerns still require a “human touch.”

Brands 20

Brands Net Promoter Score Chatbots NPS 20

Horizon CX

MARCH 21, 2018

This will provide regular communication on customer feedback and encourage future participation. Let your customers know you care and want them to have a voice. Let them know you are listening and committed to acting. Consider developing a quarterly CX Newsletter that you can send to your customers.

Survey 100

Survey Feedback Innovation Measurement 100

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Exercises 246

Exercises Customer Centricity NPS Culture 246

Horizon CX

APRIL 1, 2020

By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.

Hotels 147

Hotels Conference Advertising Travel 147

Horizon CX

JANUARY 31, 2020

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give.

Brands 147

Brands Advertising Connections Consumers 147

Horizon CX

DECEMBER 19, 2018

While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience.

Customer Experience 140

Customer Experience Innovation Customers Culture 140

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Horizon CX

NOVEMBER 9, 2023

The Frontline Struggle: Unraveling the Challenges of Business-to-Consumer Customer Experiences In the bustling world of business, where transactions occur and relationships are built, the frontline plays a pivotal role in shaping customer experiences.

Leadership 130

Leadership Training Loyalty Customer Centricity 130

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does P&L.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times over? And exactly how often do these choices warrant changing—weekly, daily, hourly?

Contact Center 130

Contact Center Call Center Entertainment System 130

Horizon CX

MARCH 10, 2023

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

NPS 130

NPS System Meeting ROI 130

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Horizon CX

MARCH 1, 2021

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

Horizon CX

JANUARY 4, 2021

The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changers that will thankfully hang around for a while and perhaps some permanently.

Retail 130

Retail e-support Customer Centricity Customer Experience 130