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SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization as well as shifting mindsets and behaviors.
When you analyze your company, it’s easy to look at everything in its current state. What’s our biggest problem today ? What’s our best asset today ? That perspective is not so useful, however, when planning for where you want to be tomorrow. It’s not about where you are, it’s about where you’re headed, and how fast you’re getting there. Long-term thinking is hard for a very simple reason: every company is in a race against the clock.
Father's Day is a great time to reflect on how much of a difference we can make in the lives of those around us. Whether you are a parent, a friend, a teacher, a leader, a service provider or just a casual acquaintance, you have the opportunity every day to make a difference in someone's life. Shaun Belding | www.shaunbelding.com.
How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction.
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.
On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today’s illiterate are.
Employees are often confused about mission, vision, and value statements. Here are just a few of the questions I'm frequently asked: What's the difference? What are they for? Do we even need them all? These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. They’ve also come up while training thousands of employees on mission, vision, and values.
Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace.
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Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace.
3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return.
The trusted connections one has built up over time are known as “social capital.” It acts as a human library of resources we can access anytime to gain or share information, knowledge, advice, and introductions. Social capital is a result of long-term, continuous relationship-building and one of the most powerful resources a person can have. Read Full Article.
In today's global village it is not uncommon to find yourself face-to-face, or on the telephone, with a customer who is struggling with your language. It can be a tremendously awkward and frustrating situation for all concerned. If you can't find an app to help out, here are six rules for overcoming language barriers: Shaun Belding | www.shaunbelding.com.
For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project! Download the cheat sheet I talk about in the video. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? You probably already think enough about Average Handle Time, or AHT for short. Maybe even a little too much. AHT is the average length of time it takes an agent to complete a call. While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all.
We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. While they certainly jerk at the emotions and evoke a sense of wonder for the brand, they usually end up drawing attention because they are so far outside of the norm. They aren’t the typical conditions under which the company does business.
How do you foster a team culture that focuses on delivering value to your customers when you have limited resources? Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale. Agile teams start small and move fast, collecting and incorporating feedback to iterate their way to bigger and better solutions quickly.
The numbers are in, and the truth is out: the American workforce is pretty underwhelmed these days. Only 30% of American workforce says they’re engaged and inspired at work, with the other 70% identifying as ‘disengaged’ employees who do the bare minimum. For call center managers, this disparity is a big cause for concern. Call center managers who can’t discern an engaged call center employee from one who has their foot firmly out the door are at a big disadvantage.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Give customers a positive customer experience and they will buy more. They will remain loyal. Your revenues will skyrocket. You must have heard this countless times. But, what no one talks about is, how to deliver that positive customer experience? A customer experience strategy is what helps you deliver delightful customer experiences to the customers. .
Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well. If you’re doing it right, you’re delivering a great experience that helps them successfully use your product or service.
You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common. These things are part of three news stories that can provide insight into improving your Customer Experience. So how do they provide insight?
What is a Customer Health Score? . A customer’s health score can be composed of all the information the company has about the customer, from all probes, people, and systems, past and current. A customer health score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red. Companies measure customer health to speed up and scale communication, prioritization, decision making, and forecasting of their customer success operat
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
People love to gather in groups and discuss the topics they’re most interested in, whether it’s in person or online. That’s why so many consumers turn to community forums when they need information or support from their favorite brands. These online platforms are where users can come to ask questions, enter into debates, share knowledge, and discuss topics of common interest.
Modern banking is a very different beast to what was the norm 15-20 years ago. Since the mid 1990s the total number of brick and mortar branches in the UK has fallen by 28% and it’s a similar story in the US, with 12,000 closing between 2010 - 2019. A shift towards using digital services has seen less need for the ‘high street branch’ and has changed customer expectations across the world, part of a wider change in consumer habits that has been accelerated over the past 15 months. 50% of consume
HoduCC makes it to Gartner’s Category Leaders & FrontRunners List. There is nothing more rewarding than knowing that you are truly serving your customers well. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report.
The company hosts “experience-a-thons” that give front-line employees the chance to test new products and provide honest feedback. The idea is that employees can point out potential issues and offer fresh perspectives. After test driving a car, potential Tesla customers are sent a link so they can configure their car and learn about pricing. Instead of wasting time with unnecessary sales pitches, Tesla gives customers the information to make their own decisions.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short. 80 percent of customers say they’d switch to a competitor after more than one bad experience. And that’s a number that should have most companies paying attention. Why? Customer expectations have shifted considerably over the past year.
What tactics do you use in your pricing strategy? There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” Some coupons discount 20% off any item in the store or offer subscription discounts versus buying one-time that you submit at the online checkout.
As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings. Today I want to take you behind the curtain and describe the impetus for the project, explain some of the methodology, and tell you about my motivation and goals. […].
What is customer segmentation ? It’s a key principle for doing business in a digital environment, but many companies don’t apply it effectively. Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively. We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Forty-two percent of people worldwide have a smartphone, and 87 percent of smartphone owners use messaging. Let those numbers sink in for a minute. Customers overwhelmingly want to interact with businesses on the same messaging channels they use in their personal lives. They’re also looking to connect with brands through live chat on their web and mobile apps.
Kristi Faltorusso. If you’re in SaaS, you understand the importance of Customer and User Onboarding to ensure your customers are set up to succeed in using your product and services. But, when we start with Onboarding, we miss a HUGE opportunity. Think about a perfect world, where you and your customer are aligned on goals, expectations, roles and responsibilities as well as the overarching success criteria.
I recently spoke at The Customer Experience Conference and was able to share with the audience my thoughts on how the past 15 months has completely changed the way consumers interact with brands.
Every business has been impacted by Covid-19. Many thrived & others pivoted for survival. Listen to customer experience expert views. The post The Effects of A Pandemic on Customer Experience appeared first on Doing CX Right.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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