ClientSuccess

SEPTEMBER 3, 2019

With over 25 years of customer success expertise in consulting, software and technology, Ian has held leadership roles for some of the world’s most admired companies including Siebel, Oracle, Salesforce, SDL, Veracode, Fuse Universal and PA Consulting. We’re excited to share some insights from Ian Robson, Founder at Success Methods.

eBook 52

eBook Consulting Exercises Touchpoint 52

Customer Bliss

NOVEMBER 6, 2018

You may remember from your Anthropology 101 class in college that anthropology is the study of human societies and that ethnography is the study of the customs of individual people and cultures. Start to bring your leadership team along on the importance of applied anthropology and ethnography. In the video, you’ll see how St.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ClientSuccess

JULY 23, 2019

Each customer is different but by going through that exercise, we engage with customers at the right frequency for both the customer and the CSM. What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? This has worked really well for my team and our customers. Question 3.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SuiteCX

FEBRUARY 13, 2015

Doesn’t necessarily work across all cultures. ©2015 suitecx – Confidential Consumer Mapping Experience Mapping isn’t a stand-­‐alone exercise ti0 Mapping only outbound touches Does not address the whole customer experience. It’s asked after a whole process is done – few actually track at a granular level.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Pretium Solutions

MAY 13, 2012

I have spent more than a few years of my career on both sides of the training playing field, as both a purchaser of training for customer service and leadership development and as a provider of training in those same arenas. Such a change in approach includes a mind shift change for the company , not just for the call center agent.

Call Center 40

Call Center Training Entertainment Exercises 40

Pretium Solutions

MAY 13, 2012

I have spent more than a few years of my career on both sides of the training playing field, as both a purchaser of training for customer service and leadership development and as a provider of training in those same arenas. Such a change in approach includes a mind shift change for the company , not just for the call center agent.

Call Center 40

Call Center Training Entertainment Exercises 40

Pretium Solutions

MAY 13, 2012

I have spent more than a few years of my career on both sides of the training playing field, as both a purchaser of training for customer service and leadership development and as a provider of training in those same arenas. Such a change in approach includes a mind shift change for the company , not just for the call center agent.

Call Center 40

Call Center Training Entertainment Exercises 40

ChurnZero

NOVEMBER 22, 2021

Calculating Regular Journey Touchpoints. Calculating One-Time Journey Touchpoints. This article is adapted from an in-person workshop presented by Kristen Hayer , Founder and CEO of The Success League , at BIG RYG , ChurnZero’s annual Customer Success leadership summit. Key Touchpoints. Time per Touchpoint per Customer.

Customer Success 98

Customer Success Touchpoint Analysis Customer Journeys 98

Michel Falcon Experience

OCTOBER 21, 2019

When our company added another venue and 50+ new team members I knew we would need help so I created a Culture Committee team. If you expect to grow in 2020 and beyond, please do your company and customers a grand service by creating a Culture Committee and Voice of the Customer (VoC) program. If you’re already doing this, great!

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Michel Falcon Experience

APRIL 3, 2019

I introduced them to my People First culture and 3P strategy, and explained how it would impact their dental practice. The booking touchpoint could include calling the practice to reserve an appointment, using some sort of booking software, or emailing them. Begin with one red touchpoint. That will come later.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." It was a wakeup call to leadership. And to prevent score chasing. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

Experience Matters

APRIL 7, 2015

Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices. It’s the first trait we look for when hiring and it’s ingrained in our company culture.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySparrow

AUGUST 20, 2020

This simple act of leadership had tremendous repercussions in the real world. The only way you can do that is by asking for feedback at each touchpoint. Once a candidate is hired, it is the duty of the manager to ensure that they are familiar with the culture of the organization, interact with the colleagues, and so on.

Training 52

Training Management Employee Engagement Effort Score 52

Experience Investigators by 360Connext

MAY 15, 2024

Change Management : Implementing large-scale experience transformations often requires overcoming cultural resistance and fostering buy-in across all levels of an organization (which is no easy feat!). Jignesh’s leadership team meets monthly to review the customer feedback and identify issues with the customer journey.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

SmartKarrot

OCTOBER 12, 2022

The B2B customer experience is affected by various touchpoints throughout the customer account journey. Creating a customer account journey can tell the tale of your customer’s interactions with your brand across all touchpoints. You can foster a customer-centric culture by doing this. Like what you are reading?

B2B 10

B2B Customer Journeys How To Net Promoter Score 10