ECXO

MAY 12, 2024

Mastering the Fine Art of Delivering Candid Feedback for better CX and EX We all know by now that Customer Experience has become a key differentiator for businesses of all sizes. It can be positive or negative (or as I prefer to call them, “reinforcing or balancing”) but always constructive and actionable.

Construction 156

Construction CX Customer Experience VOC 156

ECXO

AUGUST 21, 2024

Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. My focus here is to give you some tips on how you can be successful in your CX journey. The ECXO is an open access CX Professional Business Network. And guess what? 2.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

ECXO

MAY 20, 2024

posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. It’s like constructing a magnificent bridge.

CX 177

CX Customer Retention Customer Satisfaction Gaming 177

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. 32) can’t take complaints constructively. Jeremy Watkin is the Chief Engagement Advisor for CX Accelerator. Back To Blog Home

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Beyond Philosophy

FEBRUARY 20, 2020

Messina compares our past construction of brands to a biological process. However, humans have a more complex construction, too, particularly with the brain. A team of people construct this character and talk on her behalf, connecting with others on the platform through comments and other dynamic back and forth.

AI 162

AI Innovation Social Media Construction 162

Futurelab

JULY 12, 2024

An order of concrete delivered a day later wastes the time and wages of everyone on the construction project for that day. Understanding what moments in their journeys are so crucial you simply CANNOT mess them up is mission critical for any CX manager in a B2B organisation or manufacturer.

Manufacturing 162

Manufacturing Construction B2B Retail 162

ECXO

MARCH 10, 2024

Discovering the Power of Losing and Making Mistakes in CX and EX: Unleashing Your Potential for Self-Development and Leadership! In the context of leadership and self-development, and more specifically in CX and EX, losing and making mistakes is not only unavoidable but also incredibly essential. Sounds odd?

CX 156

CX Innovation Construction Start-ups 156

Steven Van Belleghem

NOVEMBER 15, 2023

That’s why I wrote my new book : to help companies develop their full CX potential by fostering a culture that is obsessed with the customer. Back then, Martin Geernaart, one of ibens’ co-CEOs, asked me, ‘What do construction companies always have problems with?’ This philosophy eliminates the second friction (timing).

Construction 57

Construction Customer Experience Engineering CX 57

ECXO

MARCH 20, 2024

Unlock the magic of positive language and elevate CX to the next level Today, we’ll be exploring the fascinating world of language and its impact on customer interactions. Even in challenging situations, the use of positive language can help to frame the situation more constructively. The key is in how it’s used.

CX 156

CX Construction Customer Satisfaction Start-ups 156

CX Accelerator

JANUARY 16, 2020

As with any construction, getting the foundation right is key to the structural integrity of what you’re trying to build. Be the Gatekeeper As a CX leader inside of my organization, I’m privileged to have peers ask me to interview their candidates for roles of all types. Stage One, The Gate.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

As with any construction, getting the foundation right is key to the structural integrity of what you’re trying to build. Be the Gatekeeper As a CX leader inside of my organization, I’m privileged to have peers ask me to interview their candidates for roles of all types. Stage One, The Gate.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

ECXO

JULY 8, 2024

Discovering the Hidden Gems: How to Prime Your Brain for Exceptional Customer Experiences There’s one thing that holds the key to success: Customer Experience (CX). That’s why innovative companies are always on the lookout for new ways to enhance CX and stay ahead of the curve. And guess what? Science says yes.

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

Win the Customer

JANUARY 25, 2016

Mastering CX initiatives requires professionals who wear multiple hats as they consider the needs of their organization and the success factors of CX programs. 6 Thinking Hats You Need to Master CX Initiatives. Yellow Hat – LOGICAL POSITIVE support; focus on optimism, benefits, what’s good, being constructive.

CX 80

CX Construction Gaming Innovation 80

Experience Investigators

AUGUST 3, 2021

Some CX leaders try to take on every part of the customer journey. And one quick note: These quick-win activities are part of our 21-Day CX Challenge. Improve Your CX Without Breaking a Sweat. With 21 days of simple, actionable missions, our 21-Day CX Challenge can help you create fewer ruined days for your customers.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

Retently

MARCH 5, 2024

An effective approach is the “sandwich method”, where you start and end with positive comments, enclosing constructive criticism in between. Constructive feedback should be met with appreciation for the details and clearly indicate how you plan to use the insights provided. We appreciate your constructive feedback on [specific aspect].

Construction 145

Construction Social Media Customer Feedback Customer Satisfaction 145

Fonolo

SEPTEMBER 22, 2022

The equipment they sell is big, too; the company’s online and onsite auctions deal in equipment used in the construction, farm, forestry, and mining industries. Voice Call-Backs Improve CX and other Metrics. But Ritchie Bros. knows that you don’t get to be such a big deal without paying attention to the details. Ritchie Bros.

Contact Center 81

Contact Center CX Construction Customer Satisfaction 81

Beyond Philosophy

FEBRUARY 15, 2017

6. Embrace conflict, but make it constructive. Join our training to help lead and create a Successful CX Program which will improve your Customer Experience for your customers and employees. In our customer experience consultancy, I always tell my team, “None of us is as clever as all of us.”. 5. Honesty is the best policy.

Construction 152

Construction Education Customer Experience CX 152

MattsenKumar

NOVEMBER 12, 2021

Such a large amount comes down to making an extraordinary customer experience (CX). Microsoft started collaborating with B2B organizations and sharing accepted procedures to construct new items and enabled organizations and groups with the kind of innovation they expected to take care of business.

CX 75

CX Customer Experience Construction Innovation 75

Callminer

APRIL 30, 2020

For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance. Set time limit and end the interaction, when the customer refuses to act constructively. Summarize the main point, once your customer has stopped talking.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Customers That Stick

NOVEMBER 10, 2014

Getting Employee Buy-In for Your #CX Transformation - You’ve constructed the greatest customer experience. Consistency and the Customer Experience - A call for consistency and why it’s so important to the customer. ” 6 tips to help you answer this. Now here’s some insight to get your employees to buy-in to it.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Beyond Philosophy

FEBRUARY 8, 2018

We feel frustrated, scared, or stressed, and pounding/pressing/tap-tap-tapping feels satisfying, even though rational thinking dictates this behavior is not constructive—and usually makes it worse! If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Make Decisions Anyway – podcast.

Construction 135

Construction Customer Experience CX Sales 135

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Their CX experts have your back, guiding you from start to finish.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Experience Investigators

FEBRUARY 21, 2023

Provide Constructive, Positive Feedback and Coaching It can be demoralizing to hear negative feedback again and again. The post 3 Ways to Lean Into Empathy for Better CX appeared first on Experience Investigators. And yet sometimes, we treat customer feedback as if the only thing that is worth exploring is the negative response.

CX 98

CX Contact Center Healthcare Construction 98

Beyond Philosophy

JANUARY 21, 2020

How AI will Change CX for the Future. Then, once it has constructed the virtual fishing net, it can tell you what knot the customer wants to make next. Customer loyalty is what most businesses want. Improving your Customer Experience to foster customer loyalty is often an expense that senior management can get behind.

AI 120

AI Artificial Intelligence Construction Customer Loyalty 120

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Let this post today end this ridiculous debate with a resounding, “ Yes! ”.

Net Promoter Score 164

Net Promoter Score Customer Experience CEM NPS 164

CX Journey

MAY 22, 2015

Image courtesy of chrisinphilly5448 In your CX work, do you focus on the big picture or just on the task at hand? A man came upon a construction site where three people were working. I wasn't really sure what to expect; was this going to be another Moneyball-type speech? Here's the story. and the man replied: “I'm laying bricks.”

CX 60

CX Construction Touchpoint Customer Expectations 60

Beyond Philosophy

APRIL 16, 2022

The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. The post 5 Rules of How to Effectively Target Your Critical Customers appeared first on CX Consulting. A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago.

Construction 26

Construction Management Consulting Customer Experience CX 26

CX Accelerator

FEBRUARY 3, 2018

Within seconds, the analyst must ascertain the communication style of the customer and construct their message accordingly. Home To CX Accelerator I Back To Blog Page DiSC for Improved Customer Communication When you pause to consider, it is really quite remarkable what an agent is able to do each day.

Customer Service 140

Customer Service Sports Construction Compliance 140

Lumoa

APRIL 18, 2023

CX Survey Sample Your customers and prospects are constantly giving you data: Social media posts, sales calls , product usage patterns, emails, support tickets, product review pages, and so on. With a modern CX analytic tool, you can answer questions like: When do potential customers leave your website?

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

Win the Customer

JANUARY 18, 2016

The QUESTION Key – Suppose investing in CX is the answer, list five questions that give only that answer. The CONSTRUCTION Key – Construct a new customer service process and list requirements. The RIDICULOUS Key – Try to justify a 2x cost increase in customer experience investment.

Customer Experience 89

Customer Experience Construction Innovation Customer Relationship Management 89

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. More of our own clients have embraced this model and the opportunities it provides for enhanced employee satisfaction, flexible and efficient service constructs, and reduced costs.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Intercom

MAY 31, 2022

We recently hosted the debut session of our CX for Growth webinar series, with guests Great Question. CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program? If your CX program is to be successful, you must be at the forefront of it and actively driving change.

Customer Experience 98

Customer Experience Net Promoter Score Customer Journey Map NPS 98

Steven Van Belleghem

SEPTEMBER 19, 2021

It’s continuously looking to reduce its environmental footprint through energy and water conservation, recycling and green construction. It also supports farmer loans and forest conservation programs and creates opportunities through education, training and employment. Focus on employee experience. Download free e-book.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

ECXO

JULY 30, 2024

Emotional Regulation · Why It Matters: Leaders who are self-aware can manage their emotions, responding to situations calmly and constructively rather than reacting impulsively. This leads to higher quality service and greater customer satisfaction.

Customer-Centric Organization 207

Customer-Centric Organization Customer Satisfaction Innovation Construction 207

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 86

Government Customer Experience CXM VOC 86

InteractionMetrics

JULY 29, 2024

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. The Science of CX Surveys, Summarized: Many CX programs lack a scientific approach. And so, you know, are CX programs scientific? Not not as easy to construct well constructed surveys.

Double-Barreled Question 52

Double-Barreled Question CX Construction NPS 52