Humanizing Business During & After a Pandemic (CX Webinar)

Humanizing Business During & After a Pandemic (CX Webinar)

What does humanizing business mean? How do you actually do CX right during and post Covid19.

I spoke about these topics at CCW Digital’s summer 2020 event. If you are unfamiliar with the conference, CCW brings thousands of customer contact, customer experience, technology, marketing, and operations professionals together for inspiring keynotes and interactive discussions. 

If you missed the event, below is a recording of my session. 

We dig deep into several topics including:

  • Delivering personalized customer experience through a better employee experience
  • Creating a positive office culture after a crises
  • Delivering optimal customer service in harsh economic times

What are you doing to maximize employee and customer experiences, especially at a time where peoples’ needs are changing so rapidly? I’d love to hear from you.

Achieving Customer Happiness Even During Turbulent Times

Achieving Customer Happiness Even During Turbulent Times

What can energy suppliers and utilities learn from leading tech firms about driving customer happiness? Consumers are expecting the same speed and clarity of service and vendor responsiveness from their utility providers as they experience with their online shopping, taxi bookings, and fast food orders.

There are clear steps that Energy & Utility companies can take to improve customer happiness, which Sarah Nicastro and Stacy Sherman discuss on her Mindfuel podcast.

Even if you work in a different industry, the customer experience best practices and methodologies shared will benefit you.  At the end of the day, people buy from people they like and trust. And, happiness comes from authentic brand experiences.

 

Learn how to increase customer happiness fueled by engaged employees.

 

Listen Now to Mindfuel Podcast Below.

What are your views about creating customer and employee happiness? I’d love to hear.

 

If you like this interview, watch another one I had with Sarah Nicastro about “IS NPS is a good measurement of customer satisfaction?” Listen to Podcast HERE and access the show transcript.

How to Humanize Business From The Inside

How to Humanize Business From The Inside

What does it mean to humanize business?

How do you differentiate brands beyond price?

What are ways to ensure employee happiness so that they deliver customer excellence every day?

What does great leadership look like to build a customer-centric business culture?

I answer these questions and more on Engati’s podcast. Watch my video interview below.

I’m interested to know what you think and what resonates most.

Transcription shared from Engati’s Business Blog:

What role does the employee experience play in relation to fostering a great customer experience?

According to Stacy, it’s everything. Everything starts with the employees. Without motivated, engaged employees, there is no happy customer. At the end of the day, people buy from people, and people trust brands based on people.

She believes that we have to start from the inside. We have to provide our employees with the right training, the right coaching, and support. Only then will they service the customers and do the right thing.

What can a business do to make sure that their employees are more motivated and engaged?

There are a lot of different approaches so let’s start with the basics. As leaders, we have to take time and have a one-to-one with our employees. There shouldn’t ever be a reason why we can’t make time for our people. We really have to listen, empathize, and be there. We have to hear what they’re saying and what they’re not saying.

There’s no cookie cutter approach. We have to remember that celebrating successes is important. And it doesn’t have to be huge gigantic wins. These small acts add up. It’s important to recognize our employees and to say “thank you.”

It’s all about humanizing business, it really helps. Even though we have technology, we have to use it to enhance employee experience. After all, to deliver great customer experience, we can’t forget the human element of it all.

How crucial is it to build personas for the target audience? How can building personas lead to mass customization, increased sales, and better CX?

According to Stacy, it’s essential for customer experience, marketing, communications department, etc., Can’t create messages when we don’t know who we’re creating it for.

Persona development is the first step of the CX practice.

After that, we’re able to create journey maps of the ideal experience for specific segments. We can’t be everything for everyone so it’s crucial to identify personas.

We have to encourage our teams to learn how to do it. Developing personas helps in determining if a company’s profitable or not. It starts with going to the right people and understanding their needs.

And that’s the key.

We have to know who our audience is before we market and develop products. We have to know who they’re for, and what problems they face. Whether it’s selling, marketing, or communicating, we have to figure out the who, and that’s what humanizing business is really about. It’s about knowing people.

How To Be Customer-Centric & Not Just Say It

How To Be Customer-Centric & Not Just Say It

It’s easy to talk about creating a customer-centric culture; there’s no doubt about that. But how it is actually done and put into practice is a different story. It requires a lot of community building and employee engagement initiatives to succeed. This topic is the theme of Crack The Customer Code podcast. I had the honor to join Adam Toporek and Jeannie Walters to talk about our favorite topics.

 

In this Customer Experience episode, you’ll learn:

 

  • What Stacy does in CX and her main focus
  • How she uses a different angle to improve customer experience
  • How Stacy overcomes resistance and gets everyone on the same page to create a customer-centric culture
  • Ways to get everyone to understand the importance of CX metrics
  • How she took advantage of CX Day

Stacy’s Quote About Customer-Centric Cultures:

 

“It takes a whole village for CX to work! Once everyone is accountable for the same objectives, that’s when the game changes.” ~Learn more about Stacy Sherman and how she helps people like you.

Listen To Podcast Below. Tell Me What Resonates Most.