Horizon CX

DECEMBER 31, 2018

Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline. While email surveys are without question the most convenient method to collect VoC, there can be significant sample bias and non-response issues.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Horizon CX

JUNE 5, 2023

Utilizing multiple channels, such as surveys, focus groups, and social media monitoring, helps capture diverse perspectives. Implement Robust Feedback Mechanisms: Organizations should establish comprehensive feedback mechanisms to gather real-time insights from customers.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Horizon CX

AUGUST 3, 2012

First you need to survey a bunch of people—how many? Let’s pick 500 as the number of people we want to survey. After you collect all of the survey responses to this one question you tally up the results and express them as a percentage. As I said, it’s calculated metric. It’s derived by subtracting Detractors from Promoters.

Net Promoter Score 100

Net Promoter Score NPS Metrics Survey 100

Horizon CX

SEPTEMBER 10, 2020

Once the commitment to CX is instituted, the appointed CX leader must persevere, working to establish cultural customer-focused norms, while encountering obstacles, like sales’ objections to survey results or manufacturing’s dismissal of quality ratings.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Horizon CX

FEBRUARY 29, 2024

Solicit feedback from customers through surveys and other feedback mechanisms to gauge satisfaction and identify areas for improvement. Measure and Track Performance : Establish key performance indicators (KPIs) for evaluating customer service performance and regularly monitor progress against these metrics.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Horizon CX

MAY 14, 2019

” Claim to fame: ALDI is big here, but their customer service reputation is even bigger in the UK , where it nabbed the top spot in a recent survey. ” Claim to fame: A few years ago, ForeSee ranked Amazon highest in overall customer satisfaction in its survey with a score of 90, the highest ever recorded by the firm. .”

Effort Score 100

Effort Score Guidelines Customer Centricity Infographics 100

Horizon CX

APRIL 6, 2021

The conversation continues as suggestions are made yet Bill is noticeably quiet until Mary suggests “Maybe we should add a question to our relationship survey to see how likely a customer is to do repeat business with us.”

Communication 147

Communication Study Course Meeting 147

Horizon CX

JANUARY 6, 2020

In fact, surveys show that most managers don’t believe that their company’s statement of purpose accurately reflects reality or that it significantly influences their day-to-day decisions. Abstraction, it seems, is the only way to avoid contradiction. So, faking becomes the standard mode of operation at many highly involved organizations.

Airlines 100

Airlines Course Management Survey 100

Horizon CX

AUGUST 9, 2018

Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team. Organizations know how crucial the level of customer experience is in the pursuit of business goals.

Customer Experience 100

Customer Experience Effort Score Contact Center Social Media 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

MARCH 25, 2019

CareerBuilder commissioned a survey and found that 77 percent of employers valued personality traits, including a positive attitude and strong work ethic, as essential in performing a role regardless of hierarchy. Cultivating leadership potential requires moving from the role of a manager to that of a mentor or a coach. #4

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

Horizon CX

JULY 13, 2015

The conversation continues as suggestions are made yet Bill is noticeably quiet until Mary suggests “Maybe we should add a question to our relationship survey to see how likely a customer is to do repeat business with us.”

Communication 100

Communication How To Study Course 100

Horizon CX

JULY 13, 2015

question to our relationship survey to see how likely a customer is to do. “That’s too slow and isn’t going to help us get to the root cause very quickly.” The conversation continues as suggestions are. made yet Bill is noticeably quiet until Mary suggests “Maybe we should add a. repeat business with us.” Bill jumps. if that’s the case.”

Communication 100

Communication How To Study Course 100

Horizon CX

JULY 20, 2018

NPS rose up as a more efficient alternative to the old customer satisfaction surveys and, today, more than two-thirds of the biggest companies in the world use it. Net Promoter Score is a popular customer metric that measures the relationship between your brand and the customers.

Brands 20

Brands Net Promoter Score Chatbots NPS 20

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 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

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

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

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times over? And exactly how often do these choices warrant changing—weekly, daily, hourly?

Contact Center 130

Contact Center Call Center Entertainment System 130

Horizon CX

MARCH 10, 2023

by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own.

NPS 130

NPS System Meeting ROI 130

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 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

MARCH 1, 2021

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 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

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

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

OCTOBER 23, 2018

A colleague of mine often shares this sage advice whenever the opportunity arises; “God gave you two ears and one mouth, use them appropriately.” It seems talking is easy and listening is hard. Why is that?

Groups 113

Groups Communication Exercises Course 113

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

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Horizon CX

AUGUST 13, 2018

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

Examples 100

Examples Customer Experience Tips Groups 100

Horizon CX

MAY 14, 2018

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens.

Leadership 100

Leadership Customer Focused Tips Management 100

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