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How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.
you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs.
We’ve taken the scenic route at Kayako: we’ve bootstrapped to more than 120 people. As we’ve grown from 5 to 20 to 50 to 100 and beyond, everything we had learned to get us to each point suddenly stopped cutting it. Stuff we finally thought we had a handle on became obsolete within months. For founders, constant reinvention and relearning is the order of the day.
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. I can’t understand why any organisation would still have trouble offering [.]. The post The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service appeared first on C3Centricity.
Every year, Temkin Group publishes a lot of leading-edge customer experience research. In case you missed some of it, we decided to create this infographic with 15 of the top data factoids from across many of our reports: You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster […].
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Every year, Temkin Group publishes a lot of leading-edge customer experience research. In case you missed some of it, we decided to create this infographic with 15 of the top data factoids from across many of our reports: You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster […].
In both marriage and CX, it is the little things that make a big difference. A commonly known figure for the past couple of decades is that nearly 50% of all marriages will end in divorce. A sad statistic for sure, but the main causes for this, as noted in numerous articles and studies include.
there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet? Do you treat them as a $$$ sign or just a one-shot deal? Do you treat them as a burden because you will need to deal with their questions?
There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience?
No company wants to fail their customers, but at some point it’s going to happen. You’re going to mess up, or bad luck will mess you up, or a supplier will mess you up in the eyes of your customer. So, no matter how superb your product or service is, eventually you’ll need to find an answer the following question: How should you compensate a customer for a service or product failure?
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Almost every company in the world interacts with customers on the phone to some extent. But how many do it WELL? This podcast shares proven methods that will present your company in the most professional manner anytime a customer calls. The way you work with customers and callers over the phone forms an impression about your level of caring, knowledge, and professionalism.
Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […].
If my answers frighten you, then you should cease asking scary questions. – Jules Winnfield 74.8. That was the baseline measure of the National American Customer Satisfaction Index at its inception in quarter 3 of 1994. In the same quarter of 2015 it was 73.8. That’s more than 20 years with no improvement in customer satisfaction. .
I'm flesh and blood but you're a robot! This original article was written by Steve DiGioia. Too many businesses continue to offer a workplace that leaves no room for the employee’s personality to come through. They’re not robots, you know… They must recite a script written by someone that sits in an office far removed from the customer or by someone that, for years, hasn’t been “on the front lines” with the customers.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […].
How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy – my life did not quite work out like that! I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post.
Today’s consumers are used to getting texts from their local pizza parlours, instant messages from their accountants, emails from their housekeepers and phone calls from their repair people.As a result, they’ve grown used to flexible communications they can use how they want, when they want. That’s why savvy companies need to ensure they have a seamless, integrated omnichannel solution to offer truly competitive customer service.
Temkin Group’s research shows that companies evolve through six stages of CX maturity, but the higher levels of maturity take a significant jump in focus and commitment. What does that path look like? Take a look at this infographic. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster […].
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article.
one that is still remembered years later. This original article was written by Steve DiGioia. For me it happened about 4 years ago when I got a few days off and took my family to Hershey Park in Pennsylvania. We haven’t been there since my kids were little and now it’s time for THEM to drag ME on to the roller coasters. I’m dating myself since these new-fangled rides are no longer called “roller coasters.” They’re more like “roller flips-you around-unti
There’s accountability and there’s ACCOUNTABILITY. Try this one on for size…. Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? The “tremble effect” seems an apt description of something that a former AT & T Chariman C.
Hot on the heels of our popular webinar , I’ve distilled down our best 5 tips covering how to stop your customers from leaving you. At Customer Thermometer, we are privileged to work with some of the most successful customer-focused businesses in the world, and these are our tips and reflection of what they all do to keep their customers, and keep them coming back. 1.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”? Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies.
As part of our ongoing consumer research, we track consumer attitudes across a number of different dimensions. With Valentine’s Day coming up this Sunday, I decided to analyze our Q1 2016 survey of 10,000 U.S. consumers and examine responses to the question: “To what degree do you agree with the statement: I feel loved and appreciated.” In […].
If you’re ready to take text analytics to the next level, join us for this in-depth discussion on the advanced analytics services that can turn the abyss of unstructured data from a monster into a muse. But be sure to bring a rain jacket…It could get rough! Watch the taming of the Insight Kraken By.
Culture is reflected in how people behave. It is a given if you want to change your culture, you must change behaviors. Leaders set the example as they demonstrate it’s about everyone’s behavior. Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Here are strategies that need to be on your agenda.
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your ow
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