InMoment XI

MARCH 2, 2022

It must come through disciplined leadership, investment, assessment, and change. First, senior leadership must have, or develop, an understanding of where the cultural challenges exist for employees. Read our eBook on understanding the power of employee engagement. The quick, and encouraging, answer is ‘Yes.

Culture 195

Culture Connections Company eBook 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer Experience Strategy Success Statement , which identifies the specific customer experience outcomes that will matter most to your organization and how those tie to the broader company and leadership team goals. Effective CX Management is about priorities. And typically, there are too many priorities for CX teams.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Uplight

JULY 6, 2023

Uplight’s new ebook, “Unlocking Load Flexibility Potential: Understanding Customer Knowledge, Barriers, and Experiences”, unveils how to maximize participation in load flexibility programs, such as time-of-use (TOU) rates and demand response (DR).

eBook 52

eBook Tools Customer Experience How To 52

Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset growth. They need proof.

Chief Customer Officer 100

Chief Customer Officer eBook Leadership Culture 100

BlueOcean

JULY 9, 2024

If you’re going to RFP in the next six months, challenge your prospective partners to highlight demonstrated capability to provide leadership and insight in a changing environment.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

Beyond Philosophy

JUNE 13, 2019

My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. If your leadership can create that environment, you can create that type of emotional bonding and gain commitment from your employees to deliver that same experience to customers. It is essential to have senior leadership on board.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Customer Bliss

FEBRUARY 10, 2015

The role of the Chief Customer Officer is to bring leaders together to establish Customer Asset Metrics and customer growth behaviors they will stand behind as a united leadership team.

Chief Customer Officer 100

Chief Customer Officer eBook Metrics Leadership 100

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0:

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Customer Bliss

FEBRUARY 17, 2015

Make reliability performance part of the ongoing leadership talk track. Drive accountability metrics and compensation around the reduction and resolution of issues.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Leadership. Customer Success Leadership. As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. Want to get to the good stuff?

Resources 111

Resources Customer Success eBook Multi-Channel 111

Alida

APRIL 22, 2016

Leadership is over-glorified,” says Derek Silvers, founder of MuckWork, a company that assists musicians with project management tasks. In this provocative video, Silvers redefines the concept of leadership—something that we tend to call “influence” in the market research or insight world.

Video 100

Video eBook Exercises Leadership 100

Team Support

NOVEMBER 15, 2023

You may be able to train internally for these new leadership roles or bring in new talent. In fact, companies will need better customer support leadership to handle more challenging support cases and manage new technologies. These new roles may require 5% to 15% of total support staff.

Knowledge Base 105

Knowledge Base eBook Leadership System 105

BlueOcean

OCTOBER 6, 2020

Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Here are a few questions to think about.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Calabrio

OCTOBER 12, 2018

Donner aux agents des outils d’auto-amlioration est la troisime stratgie WEM que nous abordons dans notre nouvel ebook. Les centres de contact doivent mettre en place des processus raisonnables et documents que tout le monde comprend et auxquels les agents sont censs adhrer et dont ils doivent rendre compte.

eBook 130

eBook Consulting Culture Engagement 130

BlueOcean

MAY 13, 2021

If you’re going to RFP in the next six months, challenge your prospective partners to highlight demonstrated capability to provide leadership and insight in a changing environment. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

BlueOcean

FEBRUARY 17, 2022

Even the most cautious leadership teams, who may be slow to react, need to consider every angle when working with an outsourced vendor on BCP. Download Pandemic ebook. Uncertain of what the next five years would even look like, the network took their search elsewhere, with BCP as the number one priority.

Contact Center 156

Contact Center Customer Care eBook Course 156

PeopleMetrics

SEPTEMBER 17, 2015

Emotional intelligence is a powerful leadership tool. Customer experience leadership is a complex challenge, but it centers on a simple premise: you must deliver on the promises you make as a company. Get this free ebook to learn how to improve the early stages of your customer experience!

Leadership 48

Leadership Customer Experience Customer Centricity eBook 48

ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

Customer Success 105

Customer Success How To eBook Leadership 105

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. When an organization focuses on internal issues—like cost-cutting and improving profitability—instead of the customer, the demonstrated lack of customer focus from the leadership spills over into the behavior of the rest of the employees.

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

Comm100

NOVEMBER 2, 2020

In most organizations, a variety of leadership roles is set to benefit from incorporating chatbot solutions into the company’s operations. Free eBook. You can read the full story here – Comm100 Chatbot Resolves 91% of Assigned Live Chats for Tangerine. What’s a Chatbot Going to Do for Your Customers? .

Chatbots 180

Chatbots Examples Customer Service Banking 180

ChurnZero

APRIL 12, 2022

They often provide unifying leadership to different areas of your business that are involved in customer contact. The ability to offer leadership to all customer-facing teams. The best chief customer officers have a comprehensive understanding of the organization as well as strong leadership skills. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Creating original content to drive engagement and promote our thought leadership (Infographics, Ebooks, etc.). Our original content deadlines for our own content, like ebooks, were the deadlines we gladly pushed to the side when client work was too intense or speaking travel schedules became too demanding.

Marketing 110

Marketing Social Media eBook Infographics 110

Michelli Experience

APRIL 24, 2018

In fact, back in 2009, I wrote the following as an excerpt in a free downloadable eBook about Starbucks leadership principles…. Starbucks leadership did something virtually unheard of in modern day American business. One need only to have looked back to 2008 to have foreshadowed the events of this week.

Training 100

Training Leadership eBook Customer Experience 100

Beyond Philosophy

JANUARY 8, 2018

However, from where I am sitting, infighting, politics, lack of vision, risk aversion and an overall a lack of leadership makes this organization destined to sink into oblivion. Sign up to our new podcast, The Intuitive Customer , and get a FREE ebook!

Trends 125

Trends eBook System Conference 125

BlueOcean

DECEMBER 20, 2017

Resolving this issue depends on having a leadership team that is highly aware of workplace diversity and committed to creating a great place to work. Grab your copy of our newest eBook to find out more! How is your outsourced partner managing generational differences in the contact center?

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

ClientSuccess

MARCH 29, 2021

Early on, customer success leadership should outline these success metrics in detail and show the new CSM exactly how to track progress and check in against these goals. You can learn more about setting your CSMs up for success with these additional resources from ClientSuccess : Webinar: Building Your 100-Day Leadership Plan.

eBook 77

eBook Leadership CRM Customer Success 77

Up Your Service

FEBRUARY 8, 2020

Other Articles you may enjoy: “Different People Value Different Things” by Ron Kaufman Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith Five Best Practices for Creating Unbelievable Customer Experiences (eBook: 13 pages, free download). Book Ron Kaufman for your next event: [link].

Customer Service 69

Customer Service eBook Leadership Meeting 69

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

PeopleMetrics

APRIL 12, 2017

It's easier to sell a metric to leadership if other high-performing institutions are using it. If you want to learn more about Voice of the Customer (VOC) and what to look for when considering launching your own VOC program, download our free eBook by clicking the image below. Does a positive movement in your CLI (i.e.,

Metrics 87

Metrics Customer Experience Banking eBook 87

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. This is part 3 in a 5-part series. CX Lags Behind. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts.

Data 98

Data Net Promoter Score NPS Effort Score 98

ChurnZero

MARCH 3, 2022

Download this eBook to learn how to crust your SaaS Customer Onboarding. 2021 Customer Success leadership study. Exactly how you get customers to embrace your product instead of merely moving (erm, politely pushing) them through the motions and hoping for adoption? That’s what we set out to ask the Customer Success experts.

Resources 98

Resources Customer Success Handbook eBook 98

Help Scout

AUGUST 11, 2021

The thing that sets ClientSuccess apart from other customer service blogs is that it is mainly directed toward management and team leadership. Ebooks around topics like compensation and management. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. One-company leadership. Customer listening path.

Customer Service 82

Customer Service eBook Leadership Video 82

ChurnZero

NOVEMBER 3, 2021

Owler also provides updates on acquisitions, leadership changes at your customers’ organizations, new offerings or initiatives, and news that comes directly from the organizations themselves.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ClientSuccess

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), eBook: 3 Steps To Putting Your Customer First This Year. you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Toolkit: Customer Journey Toolkit.

Effort Score 79

Effort Score How To eBook Metrics 79

ClientSuccess

JANUARY 12, 2022

eBook: Customer Success as a Culture: Customer Success Leaders Edition. Toolkit: Team Leadership Toolkit. You can get more information and resources on building strong executive relationships with customers with these additional resources from ClientSuccess : Webinar: How To Measure The Strength of Your Customer Relationships.

Customer Success 75

Customer Success eBook Leadership Measurement 75

Kayako

JULY 21, 2016

For more information about how to build the perfect interview structure and find your ideal candidate, check out our latest eBook: The Essential Guide to Hiring Customer Support Excellence. (honest, intuitive, respectful, empathetic, detailed) method, perhaps that’s a bit different from what you put emphasis on. Now, on to the questions.

Customer Service 120

Customer Service Customers eBook Leadership 120

BirdEye

OCTOBER 16, 2020

Get leadership involved. But luckily, we compiled this eBook with all of the information that you need. Download the eBook below. Many dealerships use surveys as a way to collect more information about problems that were first brought to their attention through reviews. Share this feedback in meetings with your executive team.

Strategy 98

Strategy Customer Experience eBook Tips 98