Maz Iqbal

DECEMBER 6, 2014

John Daido Loori, The Great Way, Best Buddhist Writing 2008. What hope is their for an organisation to make a shift to a customer-centric way of being-in-the-world and doing business with customers, when the Tops and Middles are not even effective in the exercise of change leadership in the context of designing-implementing a CRM system?

Leadership 72

Leadership 2008 Customer Centricity Travel 72

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. Fosters a Company-Wide Customer-Centric Culture.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center 2004 80

Customers Rock!

APRIL 14, 2010

However, understanding the principles of customer experience and actually delivering them do not necessarily go hand in hand. In 2008 Bain & Company found that while 80 percent of companies believe they deliver a superior experience to their customers, only 8 percent of those companies’ customers report having such an experience.

2007 61

2007 Social Media 2009 2008 61

Second to None

MARCH 22, 2019

Whereas Millennials were brought up by the work-centric Baby-Boomers, Gen Zers were/are being raised by Gen Xers and older Millennials. Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. 1, 7] [link]. 2,4] [link]. 3,5] [link]. [6]

Connections 75

Connections Brands 2008 Social Media 75

CX University

MARCH 22, 2018

And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on. One does not need to look very deep to see how customer centricity lies at the heart of every decision the company makes. Let Customer-Centricity Make Competitors Irrelevant.

Customer Experience 66

Customer Experience 2016 Customer Centricity 2017 66

Lumoa

JANUARY 2, 2022

When you put the customer first like this, people talk. And nothing brings this point home more than what happened in 2008. Amazon’s “put buyer’s first” policy was the headline of a 2008 New York Times article when one of its authors—Joe Nocera—ordered a PlayStation 3 console for his son. The problem was, the PS didn’t come.

NPS 78

NPS Net Promoter Score Social Media 2008 78

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . Here are some examples to put things in perspective: .

2019 62

2019 Customer Experience 2010 Contact Center 62

Second to None

MARCH 22, 2019

Whereas Millennials were brought up by the work-centric Baby-Boomers, Gen Zers were/are being raised by Gen Xers and older Millennials. Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. 1, 7] [link]. 2,4] [link]. 3,5] [link]. [6]

Connections 63

Connections Brands 2008 Social Media 63

ijgolding

FEBRUARY 5, 2018

Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business. Is it really possible to measure customer culture? We spent a long time developing the measurement tool.

Culture 105

Culture Measurement 2008 Books 105

Lumoa

JUNE 14, 2023

Even the CEO is known to take customer service calls every once in a while – talk about customer centricity! Starbucks’ customer service strategy differs from both Amazon and Netflix but is equally noteworthy. Train your Staff to Become Customer-centric How do you create a customer-centric culture?

NPS 78

NPS Customer Centricity Loyalty Presentation 78

Clicktools

JANUARY 27, 2017

This method was certainly instrumental in the wider adoption and popularity of customer-centric strategies, but NPS has also been widely criticized. Customer Effort Score (CES). This research focused on how the commoditization of products was forcing customer service into the limelight as a differentiator.

NPS 49

NPS Net Promoter Score Effort Score 2008 49

West Monroe

DECEMBER 11, 2022

As we’ve learned from previous recessions, the companies that combine defensive tactics with strategic offensive investments in customer experience, technology, and risk management can emerge from a downturn victorious. Customer-forward user experience/user interface design. Customer outreach and communication.

Banking 52

Banking Marketing 2008 Financial 52

Talkdesk

AUGUST 19, 2016

With more than 304 million active customer accounts worldwide, Amazon knows that they need to cater to their customers by creating services that are user-friendly and by addressing complaints quickly, compassionately and in favor of the customer. Be Customer-Centric. Have an Unwavering Mission. Not Amazon.

Customer Service 41

Customer Service E Commerce 2009 2008 41

Talkdesk

AUGUST 19, 2016

With more than 304 million active customer accounts worldwide, Amazon knows that they need to cater to their customers by creating services that are user-friendly and by addressing complaints quickly, compassionately and in favor of the customer. Be Customer-Centric. Have an Unwavering Mission. Not Amazon.

Customer Service 40

Customer Service E Commerce 2009 2008 40

West Monroe

FEBRUARY 18, 2024

The banks that act now will be advantageously positioned when the market turns, similar to the success seen by those who were proactive to fill gaps at the tail end of the 2008 financial crisis. How banks can get started shifting their consumer lending approach There is immense opportunity amid the challenges banks are facing.

Consumers 52

Consumers Technology Banking Financial 52

West Monroe

FEBRUARY 18, 2024

The banks that act now will be advantageously positioned when the market turns, similar to the success seen by those who were proactive to fill gaps at the tail end of the 2008 financial crisis. How banks can get started shifting their consumer lending approach There is immense opportunity amid the challenges banks are facing.

Consumers 52

Consumers Technology Banking Financial 52

Wootric

FEBRUARY 14, 2019

She has held chief positions in customer success, services, account management and support at companies such as: Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX University

APRIL 26, 2018

Though still a small sub-culture in the business world, decentralization of power has become increasingly prevalent, especially among the world’s fastest growing, customer-centric companies. We have seen successes and failures, trials and tribulations. The Open Organization, 2015).

Customer Experience 74

Customer Experience Government 2018 2015 74

West Monroe

NOVEMBER 28, 2022

And we made that prediction in 2008 or 2009. We knew that CMOs were going to start to take more and more ownership and control over the experience that customers had with brands. We have talked a lot about customer experience and this idea of customer centricity. We thought it would come true in 2014 or 2015.

2022 52

2022 2009 2008 Customer Centricity 52

ClearAction

AUGUST 21, 2016

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much brand-centered thinking and not enough customer-centric business management. See the math problem here?

Brands 54

Brands Customer Experience Social Media 2008 54

CX Journey

FEBRUARY 4, 2016

This quote is an abbreviated version of what Warren Buffet said to Charlie Rose in an interview about the financial meltdown of 2008: Charlie Rose asked: “Should wise people have known better?” We know the purpose of a business is to create and to nurture a customer. It might take a little longer, but it will happen.

Innovation 42

Innovation 2008 Financial Culture 42

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. In 2008, Woolworths left a huge hole in high streets all over Britain – it had completely failed to remain relevant to the consumer and ceased to be a viable business.

2015 64

2015 Financial Retail Social Media 64

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. This book functions as a blueprint for using the feedback collection process to improve company culture and drive customer loyalty.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. It starts with the engineering team: we want to build a product that doesn’t need us to tell the customer how to use it to be successful.

Customer Success 0

Customer Success Customers Definition Metrics 0

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?

Roadmap 52

Roadmap 2008 Feedback Customers 52

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. Adjust Your Offering.

Sales 71

Sales Customer Success Connections 2008 71

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. Adjust Your Offering.

Customer Success 71

Customer Success Sales Connections 2008 71

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySparrow

MARCH 23, 2021

Write down the pain points that you solve for your customer. Here is Amazon’s positioning statement for you: “Our vision is to be the earth’s most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.” ” means “live more.”

Marketing 52

Marketing Apparel Brands 2008 52

Kustomer

MARCH 31, 2020

I mean, I’m not that old, but I’ve lived through the 2000s, 2004, 2008. So this may change the atmosphere of public health, which I don’t hate. It’ll be okay. Gabe Larsen: (17:44). 1918, right? This definitely is unprecedented. This is definitely different than all of those so it is uncharted water.

Definition 52

Definition Social Media 2004 Travel 52

SmartKarrot

MAY 11, 2021

Izosimov in 2008 for an article in Harvard Business Review, hypergrowth means ‘the steep part of the S-curve that young industries experience that sets them from losers.’. Customer Centricity. Another aspect or strategy that drives hypergrowth is customer centricity. What is Hypergrowth?

2008 10

2008 2013 Innovation Customer Centricity 10

Bold360

DECEMBER 1, 2016

Given that enterprises must become customer-centric from the outside in, customer experience software must unify the customer journey and empower users – including non-technical personnel – to work effectively.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

SurveySensum

JANUARY 15, 2024

Influencing Marketing Strategies and Product Development Online reviews help businesses find product deficiencies and customer needs. All these steps create customer-centric business practices for a more democratized market. He attended Kuwait University, where he graduated in 2008 with a Bachelor’s Degree in Economics.

E Commerce 59

E Commerce 2008 2012 Consumers 59

CSM Magazine

MARCH 7, 2025

Since its establishment in 2008, this award has become a symbol of excellence within the customer service design industry. Why Customer Service Design Innovation Matters Customer service is no longer just about solving problems; its about building relationships, retaining customers, and establishing trust.

Contact Center 52

Contact Center Sales 2025 Customer Service 52

Magellan Solutions

JULY 9, 2021

Most of the time, not investing in your call center service means you are not investing in your customers’ trust. A customer-centric company gains 60% more profit than companies that don’t focus on customers. . Then there’s E Call Center Philippines which started their BPO operations in 2008.

Call Center 52

Call Center Marketing E Commerce Sales 52