Horizon CX

APRIL 3, 2023

Slower music with a beat that matches the resting heart rate is perfect for calming upset customers calling to complain while faster music can help spark excitement in a customer waiting on a sales line. Your system will need to be set up so your dispatchers can select the appropriate music selection.

Contact Center 130

Contact Center Call Center Entertainment System 130

Horizon CX

JUNE 10, 2022

Customer journey maps encompass all the possible touchpoints customers have with a business such as websites, social channels, contact centers, sales, service, billing, and support.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Horizon CX

MARCH 19, 2022

I was pleasantly surprised to not only get a quick response but also a chance to speak with a sales operations analyst where I was able to provide them with detailed customer feedback. I tried that to no avail. Then I reached out to them on LinkedIn and that got their attention.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Horizon CX

MARCH 21, 2018

For those that did not respond: Have customer facing teams (sales/services) proactively reach out and encourage participation. For those that respond: Thank those that participated to help ensure future participation. Follow up with customers on any issues they shared with you. Let your customers know you care and want them to have a voice.

Survey 100

Survey Feedback Innovation Measurement 100

Horizon CX

JULY 29, 2013

Whether a business offers a product or a service and whether those transactions occur online or in-person at the point of sale, every interaction serves as an opportunity to augment or diminish the relationship you have with that customer.

Customer Journeys 100

Customer Journeys Tools Competitive Advantage Government 100

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Exercises 246

Exercises Customer Centricity NPS Culture 246

Horizon CX

OCTOBER 23, 2018

This isn’t exactly a winning communication strategy within the customer experience discipline and especially in sales or customer service capacity. This can happen in our personal lives as well as in business.

Groups 113

Groups Communication Exercises Course 113

Horizon CX

SEPTEMBER 15, 2015

just a matter of six short weeks—along with a 90% loss in sales revenues. The protest of the firing of the president and. chief executive, Artie T. as he is commonly known, by a vindictive board. controlled by his first cousin, Arthur S. Demoulas, and other rival family. Some employees still worked.

Culture 100

Culture Loyalty Marketing Course 100

Horizon CX

SEPTEMBER 15, 2015

Demoulas, and other rival family members started a chain reaction that effectively immobilized the business in just a matter of six short weeks—along with a 90% loss in sales revenues. The protest of the firing of the president and chief executive, Artie T.

Culture 100

Culture Loyalty Marketing Course 100

Horizon CX

JULY 20, 2018

Not only did Adidas recover from this mistake, but their sales went up. The website uses an example of the time when Adidas used the phrase “ survived the marathon ” in the congratulatory email in Boston on the fourth anniversary of the bombing incident. People simply dismissed it as unimportant.

Brands 20

Brands Net Promoter Score Chatbots NPS 20

Horizon CX

FEBRUARY 26, 2019

a bad sales quarter, a new product release issue, etc.) Many organizations will venture down the path, but then either slow down “going through the motions” or stop completely after taking little to no action at all on voice-of-the-customer feedback. When business slows down for any of a multitude of reasons (e.g.

Metrics 100

Metrics Customer Centricity Culture Leadership 100

Horizon CX

DECEMBER 31, 2018

The same holds true for CX consultants and being more of a trusted partner with their clients especially in the sales process along with a focus on offering CX solutions to key business issues rather than just offering products and services within their business portfolio.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Horizon CX

APRIL 1, 2020

By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.

Hotels 147

Hotels Conference Advertising Travel 147

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

Horizon CX

NOVEMBER 9, 2023

The Frontline Struggle: Unraveling the Challenges of Business-to-Consumer Customer Experiences In the bustling world of business, where transactions occur and relationships are built, the frontline plays a pivotal role in shaping customer experiences.

Leadership 130

Leadership Training Loyalty Customer Centricity 130

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does P&L.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

Horizon CX

AUGUST 7, 2023

Diversity, equity, and inclusion (DEI) is a concept that has been given a lot of attention in recent years and now appears to be the target of assaults in certain areas of the country as being a trendy ideology.

Culture 130

Culture Innovation Groups Communication 130

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Horizon CX

DECEMBER 21, 2021

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Horizon CX

JANUARY 4, 2021

The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changers that will thankfully hang around for a while and perhaps some permanently.

Retail 130

Retail e-support Customer Centricity Customer Experience 130

Horizon CX

OCTOBER 3, 2020

Mastering the rudiments or basics of just about any pursuit can be critical to overall success. That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX).

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Horizon CX

AUGUST 10, 2020

This blog is about human to human interactions and emotions—you know, the kind of interactions that those of us within the Customer Experience discipline profess to know the most about and have spent the most time mastering the art of conversation. So, let’s begin with a definition to get us all grounded.

Communication 130

Communication Social Media Leadership Groups 130

Horizon CX

JULY 2, 2020

I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression.

Culture 130

Culture Groups Comparison Communication 130

Horizon CX

MAY 1, 2020

At this most difficult time amidst a pandemic that we as a nation seem to have been so significant and remarkably unprepared for here within these United States, I believe a lot of soul-searching is taking place—both personally and professionally—that will determine in part how the future unfolds for each of us in terms of how we live, how we behave, (..)

Course 130

Course Government Technology Training 130

Horizon CX

FEBRUARY 29, 2020

Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event.

Exercises 130

Exercises Groups Course Communication 130

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Horizon CX

NOVEMBER 7, 2019

A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing. The advice he offered was ‘just because you can, doesn’t mean you should’ which came from a common English saying, meaning that there are some things that you should not do, even if you are able to do them.

Social Media 113

Social Media Culture Retail Tips 113

Horizon CX

JULY 15, 2019

Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

Course 113

Course Training Entertainment Exercises 113

Horizon CX

JANUARY 6, 2020

Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate” quite intentionally.

Airlines 100

Airlines Course Management Survey 100

Horizon CX

OCTOBER 8, 2019

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

Customer Centricity 100

Customer Centricity Study Training Advertising 100