Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Customer Service Blueprinting. Designing customer feedback strategies. Prioritizing improvements along the customer journey. Aligning the right Customer Success Manager or Customer Service Representative with the right customer. To do this, use initials like “C.J”

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You have no definition of what your culture is for the organization.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

C3Centricity

MAY 12, 2024

This example underscores the importance of empowering employees to make decisions that prioritize customer satisfaction, fostering a strong customer-centric culture. Another company renowned for its customer service is Zappos , an online retailer.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

Experience Investigators by 360Connext

FEBRUARY 1, 2022

And others sit in with customer service representatives to listen directly to the feedback they are receiving. . All of this is important because without staying connected to the customer in this way, the CEO and others can dismiss data and ignore the emotional consequences of poor customer experiences.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. Also use real-time status updates for services / complaints. On a different channel.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

ECXO

JUNE 9, 2024

Active listening can also help de-escalate tense situations and build trust with customers, ultimately leading to better overall satisfaction and loyalty. This personalized touch can significantly enhance customer satisfaction and loyalty. Inclusive Culture: An organization that values listening is more likely to be inclusive.

Customer Experience 374

Customer Experience Exercises Innovation Leadership 374

Provide Support

SEPTEMBER 27, 2017

While perfection can hardly ever be achieved – some people just happen to possess the qualities that make them more suited for the role of a customer service representative, while others simply don’t. What hard skills are absolutely necessary for the job?

Customer Service Representative 59

Customer Service Representative Customer Service Culture Customers 59

Experience Investigators by 360Connext

AUGUST 20, 2024

The importance of customer experience has rarely come up in conversations about product development, marketing, or project management. After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. 5 Elements of a Successful Customer Experience Employee Education Program 1.

How To 282

How To Customer Journeys Customer Centricity Training 282

PeopleMetrics

JANUARY 24, 2025

AI agents, such as chatbots and virtual assistants, are no longer just tools for answering simple customer inquiries. They are now playing a significant role in shaping the overall customer experience. Driving Cultural Change: Implementing AI-driven improvements often requires buy-in across teams, which only humans can achieve.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

CX Journey

DECEMBER 18, 2014

According to Peter Drucker – “ The customer rarely buys what the company thinks it is selling him.” Exclusivity – it may not be politically correct or culturally easy to accept, but a company cannot deliver a top quality experience to any customer – only to those it is best focused on to serve profitably.

Customer Centricity 191

Customer Centricity Customer Experience Competitive Advantage Culture 191

Experience Investigators by 360Connext

DECEMBER 14, 2021

It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Calabrio

MARCH 31, 2025

Progressive organizational culture: Adding an element of fun as well as an increased focus on support and improvement can help build a thriving call center culture. Creating Unhealthy Competition: Challenge: An overly competitive environment can lead to stress, burnout, and a negative work culture.

Gamification 130

Gamification Contact Center Engagement Call Center 130

CSM Magazine

DECEMBER 5, 2024

In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values. Making Strong First Impressions First impressions set the tone for the entire customer experience.

Customer Service 52

Customer Service Culture Loyalty Training 52

Service Untitled

SEPTEMBER 21, 2011

Jennifer had not spent more than ten minutes on the phone with the bank customer service representative when the agent told Jennifer she would have to ask the remainder of her questions at another time. Companies hire customer service representatives to connect with customers and solve their problems.

Customer Service Representative 48

Customer Service Representative Customer Service Banking Airlines 48

GetFeedback

DECEMBER 21, 2018

Following a negative customer interaction, 58% of Americans would never use that company again. ( 82% of consumers have stopped doing business with a company because of bad customer service. 85% of consumers churn because of poor service that could have been prevented. New Voice Media ). RightNow ). RightNow ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

MAY 4, 2023

Offer unique services on top of products that service the customer’s greater overall need Remove junk / nuisance fees from the equation Understand the emotions of your customers and build responses in kind Inspire Your Teams Invest in a culture that empowers teams to continuously improve and work toward a common purpose.

Strategy 221

Strategy Customer Experience How To Loyalty Programs 221

CSM Magazine

NOVEMBER 29, 2022

The experience of your customer with your product or organization is directly dependent on the kind of service they receive from your customer support representatives. Qualities to look for in a customer support representative. Will they be a good fit for the company culture ? Creativity.

Customer Service Representative 52

Customer Service Representative Customer Service How To Advertising 52

Talkdesk

JULY 7, 2016

When it comes down to it, a company’s customer service rests on the shoulders of their customer service representatives. They serve as the representatives of the brand , often the only direct point of contact many customers will have with your company. It’s complicated. Click to Tweet.

Customer Service Representative 40

Customer Service Representative Customer Service Call Center Software 40

CSM Magazine

NOVEMBER 17, 2024

Give your customer service representatives the tools and autonomy they need to solve problems efficiently. Encourage them to take initiative and make decisions that enhance the customer experience. Cultivate a Culture of Feedback Feedback is a gift.

Tips 52

Tips Customer Service Exceptional Customer Service Customer Service Representative 52

CSM Magazine

OCTOBER 22, 2024

This could mean celebrating a customer service representative’s ability to handle difficult customers with patience or recognizing another’s knack for finding creative solutions to complex problems.

Customer Service 52

Customer Service Strategy Exceptional Customer Service Customer Service Representative 52

GetFeedback

APRIL 25, 2019

Customer history displays every call, email, tweet, and community post, so the journey agents see is the same one customer’s experience. Training your support staff on how to adequately manage their time will lead to faster response times and improved customer service. .

Customer Service 186

Customer Service Multi-Channel Net Promoter Score Omni-Channel 186

Help.com

SEPTEMBER 20, 2018

The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026. Running a company can be complicated–especially when you realize you need to grow your team.

Customer Service 165

Customer Service Poor Customer Service Customer Service Representative Course 165

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 282

Tips Customer Centricity Strategy Social Media 282

CSM Magazine

MARCH 15, 2019

Make sure to emphasize that ensuring that the customer is satisfied and happy is always your top priority. Sample answer: In the past, I worked at an auto insurance company as a customer service representative. Once, I got a call from a customer who had a complaint about the auto repair shop that was repairing his car.

Customer Service Representative 40

Customer Service Representative Customer Service Insurance Government 40

InMoment XI

OCTOBER 10, 2023

A high number of ticket reopens can indicate a gap in the resolution process, signaling the need for more thorough solutions and better training for customer service representatives. Social Media Metrics We live in a digital age, where social media platforms have become the new frontier for customer service.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support).

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

NICE inContact

JUNE 20, 2017

There are four easy ways that contact center leaders can improve relationships across functions to streamline processes, foster a culture of understanding, and educate and develop employees to enhance the customer experience. Cross-functional job shadowing positively contributes to a culture of understanding. For example ….

Contact Center 122

Contact Center Culture Exercises Customer Service Representative 122

ShepHyken

SEPTEMBER 30, 2020

It’s more than just the front line interacting with customers. If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. Customers are people, not account numbers.

Customer Service 129

Customer Service Poor Customer Service Customer Service Representative Course 129

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. Make It Part of Your Culture.

Contact Center 92

Contact Center Customer Service Representative Culture Metrics 92

ShepHyken

MARCH 7, 2018

A talented receptionist is a friendly voice greeting customers who may have questions or concerns about the company, or perhaps a potential customer getting their first impression of the company’s service and culture. They’re your front line for your customers. How would that make the employee feel?

Customer Service Representative 183

Customer Service Representative Banking Social Media Customers 183

Comm100

MAY 25, 2022

Redefining the Customer Agent Experience. Customer service representatives were not immune to this either. For contact centers, and managers responsible for providing excellent customer service, this has exacerbated personnel problems. However, customer culture has changed dramatically.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Retently

MARCH 18, 2024

Why Customer Service Survey Questions Matter In a time when gauging customer needs and expectations is fundamental, the role of customer service surveys comes into focus. Hence, they pose targeted questions and reflect the truthful image of your service from a customer’s perspective.

Survey 119

Survey Customer Service Strategy Effort Score 119

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. But customer analytics have more to tell you than scores alone. WHY IS INTERNAL CULTURE RELEVANT? Shep Hyken.

Culture 48

Culture Analytics Effort Score Employee Engagement 48

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for.

Tips 208

Tips Customer Centricity Social Media Strategy 208

CX Accelerator

APRIL 30, 2018

It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.

Customer Journeys 140

Customer Journeys Call Center Groups Training 140