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Posts tagged "customer experience"

Onboarding Employees for Great Experiences
Jan 29, 2020 | Articles, Customer Experience, Employee Experience

Onboarding Employees for Great Experiences

It’s generally accepted that onboarding employees is a critical first step in their employee experience. It’s also good for the organization. As a manager, would you like a fully engaged employee or a disengaged employee? How about as a customer? Engaged employees are more productive, efficient and happier. They have... more

Salespeople: It’s Halloween but Don’t Be Creepy
Oct 30, 2019 | Articles, Customer Experience, Sales Training

Salespeople: It’s Halloween but Don’t Be Creepy

A little more than a year ago, SAP implored other tech companies, “Don’t be creepy!” The request was in regard to data privacy and personalization (and I couldn’t agree more), but this admonishment applies in other ways as well, particularly in the area of customer experience. Since tomorrow is Halloween,... more

Your Culture Needs More CX Training
Aug 7, 2019 | Articles, Customer Experience, Customer Service Training, Employee Experience, Enterprise Learning

Your Culture Needs More CX Training

Business leaders are concerned about keeping up with future demands from customers, and rightfully so. In a recent survey conducted by The Conference Board, CEOs globally expressed concern over the idea that customer experience will be more important than products. From The C-Suite Challenge, 2019: “Worldwide, CEOs agree they need... more

What’s L&D’s Role in Supporting the Brand Promise?
Jul 25, 2019 | Articles, Customer Experience, Enterprise Learning

What’s L&D’s Role in Supporting the Brand Promise?

One of the robust issues for organizations is purpose. It’s become a rallying cry for organizations to address the dilemma of lack of ‘engagement’. Another important promoted issue, particularly in the area of customer experience and success is ‘brand promise’. Here, it’s about an offer to the customer that’s enticing... more

Chalk up a Win-Win with Customer Training
Jun 11, 2019 | Articles, Customer Experience, Customer Training, Enterprise Learning

Chalk up a Win-Win with Customer Training

The Experience Economy has changed the way businesses compete. Today, good experiences are table stakes; it takes GREAT experiences to win. The gap between what customers expect and what actually gets delivered is real. 80% of CEOs think they’re delivering a superior experience, but only 8% of customers agree (Bain... more

Expectations, Education and Exceptional Experiences
May 23, 2019 | Articles, Customer Experience, Employee Experience, Enterprise Learning, Litmos

Expectations, Education and Exceptional Experiences

I had the wonderful opportunity to speak to a group of learning professionals and others at SAP Customer Experience LIVE earlier this month as part of the larger SAPPHIRE NOW conference, SAP’s annual 3-day celebration of business and technology, which drew 30,000 guests from more than 100 countries to Orlando,... more

All Roads Lead to Customer Experience
May 6, 2019 | Articles, Customer Experience, Customer Service Training, Learning, Sales Training

All Roads Lead to Customer Experience

Before I jump into today’s post, All Roads Lead to Customer Experience, please allow me to invite SAP Customer Experience LIVE attendees to join my session in the SAP Litmos Thought-leader Track on Wednesday, May 8 at 9AM (ET) in Room C. It will be a really fun, but insightful talk... more

How training sets the stage for your customer experience
Feb 21, 2019 | Articles, Course Design, Customer Experience, Enterprise Learning

How training sets the stage for your customer experience

Training is more than we often think it is. It’s a way to teach standards, procedures, processes. It’s also a way to lead by example to show what sort of experience you want your customers to have. It is in fact “setting the stage” for how you expect your people to... more

3 ways to prevent employee burnout in the contact center
Oct 9, 2018 | Articles, Customer Experience, Enterprise Learning

3 ways to prevent employee burnout in the contact center

There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we... more

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