Instead of only talking about reporting structure, these 10 questions can help design the role today for the successes of tomorrow. As in any leadership role in an organization, having defined job responsibilities (check out the CXPA Guide to Job Descriptions); clearly defined objectives that are SMART ( specific, measurable, attainable, relevant, and time-bound) and the support of colleagues and leaders across the organization to achieve real change are imperatives to ensuring the success of CX professional. The sad truth…
Read MoreAdrian Brady Cesana
120: CXChronicles Podcast Episode 120 with Paul Rutter Cruise & Entertainment Director @ Royal Caribbean
In episode #120 of The CXChronicles Podcast we welcomed Paul Rutter, Founder & CEO of Smooth Sailing Communication & Cruise & Entertainment Director at Royal Caribbean, one of the world's largest cruise line operators! After spending 25+ years in the hospitality industry, Paul has discovered how to go beyond a “perfect” customer experience. Being on the high seas has taught him that through approaching customer service with the intent to exceed his customer’s expectations, rather than just meet them, higher…
Read MoreTop CX Stats To Know To Help Increase Your Customer Retention
No matter your industry or what your business is selling, without its customers, it would go under – fast. Once you have a solid customer base, it’s crucial that you create the necessary steps for a strong customer retention strategy that will help you build loyal customers, so you’re able to keep them around for the long haul. Doing so is easier said than done, as creating the necessary momentum needed for brand advocates takes hard work. You need more than just…
Read MoreCX Metrics Critical For Success
Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated. But the pandemic has forced individuals and companies to rapidly change how they live and work, and leading organizations are reorienting their customer experience efforts to better meet their customer’s needs. The shift in priorities naturally calls for a realignment on how success is measured. According to a recent survey of enterprise contact center leaders across various industries, these are the…
Read More119: CXChronicles Podcast Episode 119 with Dr. Daryl Connolly, MD
In episode #119 of The CXChronicles Podcast we welcomed Dr. Daryl Connolly, MD working as a Pulmonologist at the Geisinger Wyoming Valley Medical Center based in Wilkes-Barre, PA. Dr. Connolly is a board-certified and fellowship-trained specialist in pulmonary and critical care medicine. He attended Saba University School of Medicine, where he earned his medical degree. He completed his residency at Bridgeport Hospital. Dr. Connolly completed his pulmonary fellowship at Norwalk Hospital and his critical care fellowship at Yale-New Haven Hospital…
Read MoreTracking Basic CX Metrics & KPIs
You can’t improve if you don’t measure. In most areas of a business, measuring KPIs is crucial to understanding what’s working and what isn’t. Initiatives come and go based on how well they perform against expectations. However, customer experience initiatives seem to sometimes escape measurement. It’s not without reason. Sales figures are relatively cut-and-dried while things like customer feedback and satisfaction are highly qualitative. Nonetheless, if your company wants to create a better customer experience, you must designate and track customer experience…
Read MoreNPS Touchpoints To Collect Customer Feedback
A company’s Net Promoter Score (NPS) is a reliable measure of customer loyalty and satisfaction as well as an indicator of future sales and income growth. How you use your NPS will partially depend on how you collect it. Choosing the right Net Promoter Score touch points to collect survey information can help to improve response rates and give you the information that you need. As you probably already know, NPS is a measure of customer loyalty. By surveying customers…
Read MoreBuilding Your Voice of Customer (VOC) Strategy
In today’s competitive market, businesses need to use every tool at their disposal to stay ahead of the game. One of the best ways to do that is to provide the best customer experience. But customer experience is about more than fulfilling promised services or cultivating positive interactions, though both are important. The customer experience is wrapped up in almost every level of the business, including brand perception, marketing interactions, negative feedback management, and even product development. With so many variables,…
Read MoreBuilding Trust With Your Customers
Customer trust and loyalty are essential for building a successful business. And while this may sound obvious, it’s hard to overstate the value of establishing a solid base of long-term customers. That’s because customer retention is much more cost-effective than constant acquisition. In fact, it costs five times more to earn a new customer than it does to keep an existing one1. And beyond retention, 83% of customers say they’d recommend a business they trust to others. This means that earning customer…
Read MoreCXC Featured on Design Hill Event
Post pandemic, customer experience has become a top priority for every business & 2021 will be no different. Customers no longer build their loyalty on price/ product. Instead, they stay loyal to brands due to the experience they get. In this session, our expert will talk about how to optimize the Four CX Pillars; Team, Tools, Process & Feedback to make your customer happy. Learn about how you can build your customer experience, customer service, and customer operations team for…
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