InMoment XI

DECEMBER 3, 2024

For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. For example, following up with disgruntled customers and updating a product feature to fit client needs. Disrupt: Key skills include customer experience design and integration to provide exceptional services.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Myra Golden

OCTOBER 18, 2016

A company called me to deliver customer service training. After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. The problem was the company was too darn hard to do business with.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

A company called me to deliver customer service training. After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. The problem was the company was too darn hard to do business with.

Training 40

Training Customer Experience Telecommunications Call Center 40

CX Journey

NOVEMBER 10, 2015

Employee CX Assessment : What if we asked employees what they know about customers and the customer experience? If we don't listen, we'll never know anything about our customers' needs and desired outcomes. social media, call center data/feedback, voice of customer through employees) is an "always on" venture.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

Strativity

APRIL 19, 2016

Customer experience design and management consulting firm, Strativity Group, Inc. Peters appointment marks the next step in Touchpoint Dashboard’s launch of a full suite of products and professional services, including local journey mapping workshops and trainings that will begin in the second-half of 2016.

Touchpoint 40

Touchpoint Customer Journeys Consulting Groups 40