Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it. Setting a strategy is vital.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience. Yes, humans like you and me.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

ijgolding

DECEMBER 11, 2017

I hadn’t used them before, and didn’t need to claim, but I have just moved my annual business travel policy to them. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP). A nice touch to round off our holiday.

Customer Experience 166

Customer Experience Travel Transportation Training 166

Experience Investigators by 360Connext

NOVEMBER 12, 2019

We oftentimes have this data – we just don’t know that prospect Mr. Smith who is categorized in our marketing campaign software as a “lapsed customer” is the same John Smith who has a policy with our sister brand, who Mr. John Smith views as the same company.

Brands 160

Brands Customer Journeys Technology Customer Experience Professionals 160

CX Journey

NOVEMBER 29, 2017

But, as customer experience professionals, we know that our work is not done until change has happened. There's no shortage, and not every change initiative impacts everyone in the company. Remind everyone why change is happening and who it impacts. Tell the story. There are more things you can do, for sure.

Customer Experience Professionals 124

Customer Experience Professionals Policies Employee Experience Customer Experience 124

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. Isn’t all you do in business for the customer? I have a couple of thoughts on what's causing this.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

CX University

OCTOBER 5, 2021

On October 5, 2021, Dr. Latib will join FPL virtually to lead the topic on Creating a Culture of Experience Obsession. This day is also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement. How to say “No” without saying “No.”

Engagement 94

Engagement Banking Culture Customer Experience Professionals 94

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Exercises 112

Exercises Culture Employee Experience Customer Experience Professionals 112

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

ShepHyken

NOVEMBER 30, 2018

The best policies and procedures do not compel agents to say no to certain customers. To begin, identify the situation in which your agents most commonly say “no” to customers. This may involve your return policy, your strategy for handling missed flights, or your interest in repairing products after the warranty expires.

Omni-Channel 98

Omni-Channel Self Service Abandon Rate Policies 98

Totango

MARCH 8, 2022

Offering tips on how to run customer success communities. Different customer success communities have different areas of focus, along with differing policies on what topics may be discussed and what types of materials may be shared. Nine Best Customer Success Communities in 2022. Support and Success Boston.

Customer Success 122

Customer Success Guidelines Social Media Tips 122

Experience Investigators by 360Connext

FEBRUARY 18, 2020

For more info, view or Terms of Service & Privacy Policy. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. You will receive occasional emails with valuable information. We will never sell, share, or abuse your information.

Course 35

Course Training Customer Journeys Customer Experience 35

ijgolding

JULY 13, 2015

When a customer contacts a company to ask for help, hearing the words, ‘I am so sorry, but NO, we cannot help you with that’….leaves leaves the recipient of the words, the customer, feeling no different to the child being told that they cannot watch TV. the customer may ask….’it Why can’t you do that?,

Customer Centricity 120

Customer Centricity Fashion Hotels Customer Experience Professionals 120

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

InMoment XI

MARCH 6, 2024

It suggests that creating a good customer experience requires executive commitment as well as deliberate actions and strategies, rather than simply relying on chance or luck. By understanding these gaps, businesses can adjust their offerings, communications, and processes to better align with customer expectations.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

CX Journey

JULY 26, 2016

I think Kerry Bodine said it well in her 2013 Harvard Business Review article : Everyone talks about customer experience innovation, but no one knows quite what it is or how to attain it.

Innovation 80

Innovation Customer Experience Culture Customers 80

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Zeisler Consulting

MAY 27, 2021

If you want a good CX culture, sure you’ll want to hire people with a passion for serving Customers. Also, I’ve written previously about Customer-centric culture in general and more specifically about how important it is to build trust with your policies and systems in order to give your teams the authority to take care of your Customers.

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

ProProfs Chat

DECEMBER 7, 2018

You may have new drivers of dissatisfaction so prepare your frontline with the right scenario based/led SOPs to make sure 99% of queries are resolved the first time your customer calls, emails or visits your business center. This is very important when customer query can unavoidably be resolved after the holidays. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

Beyond Philosophy

DECEMBER 10, 2021

These profits not only destroy the firm’s reputation and the future of the business, but he says they also suck the soul out of employees that have to implement those aggressive policies. . When I used to be in corporate life, it used to bug me that the guys who sold the most would be stitching up a customer or overpromising somehow.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Answer Dash

JUNE 27, 2018

So, to be sure it’s not lip service, here’s what you need to do within six months of your job: ask for something, ask for an action item, ask to change a policy, ask for leaders to put their own skin in the game. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

Chief Customer Officer 63

Chief Customer Officer Customer Experience Leadership Customer Experience Professionals 63

Maru/HUB

FEBRUARY 19, 2018

Meeting the expectation for speed can be a challenge in large complex B2B companies where organisational structures, policies, and procedures come first. Managing across silos and in the era of the big data world we live in, sorting through data are common barriers to improving customer response times.

Customer Experience 40

Customer Experience B2B Customer Experience Professionals Touchpoint 40

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Heightened empathy and benevolence go beyond touch-points to include policies and processes that are owned by a wide variety of functional areas.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Beyond Philosophy

JANUARY 7, 2016

In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. Your Internet-connected Fitbit device allows your insurance company to track how much exercise you get and therefore alter your Insurance policy rates based upon your activity. My prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. Your Internet-connected Fitbit device allows your insurance company to track how much exercise you get and therefore alter your Insurance policy rates based upon your activity. My prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Customer Experience Insight

DECEMBER 17, 2020

About 30% want to deal with knowledgeable customer experience professionals. Try to send front-line service pros – especially if they work remotely – daily, bullet-pointed info on any changes that affect customers. How do we know that? Fixes to those three issues: Ask about the timeframe.

Social Media 52

Social Media Customer Experience Professionals Policies Training 52

ProProfs Chat

JANUARY 17, 2020

The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. So, before we dig into the steps to customer service recovery, let’s cover the basics. .

Customer Service 97

Customer Service Social Media Poor Customer Service Exercises 97

ClearAction

OCTOBER 25, 2015

Making your company irresistible to customers and prospects requires significant change. DO THIS : put the majority of your effort into cross-functional collaboration that will align processes, policies, and culture with customers’ well-being. Plan for it in your new year.

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

ClearAction

FEBRUARY 27, 2015

" Additionally, customer experience insights should be woven into strategies, organization structure, processes, policies, hiring and promotion criteria, training and performance assessment, and the general psyche of the company. Apply your customers' goals to your executives' and employees' goals.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

NobelBiz

FEBRUARY 14, 2023

The software can also provide real-time guidance to agents, ensuring they stay on track and remain compliant with company policies and procedures. In addition, agents can follow the call flow as they handle customer inquiries, providing consistent and accurate information.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

Pretium Solutions

JULY 4, 2012

It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.

Customer Experience 49

Customer Experience Customer Centricity Conference Call Center 49

ClearAction

MARCH 23, 2015

It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48