ijgolding

MAY 7, 2015

Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist. When it comes to transforming the Customer Experience, how engaged people are with change is no different. These are your believers.

Customer Experience 114

Customer Experience Customer Centricity 2012 2015 114

Beyond Philosophy

MAY 14, 2015

As many as 2/3 of Customer service interactions will occur without human-to-human contact. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

White Paper 160

White Paper 2014 2015 2012 160

Maz Iqbal

JANUARY 11, 2015

I say that the motive that gives rise to your ‘customer-centred’ actions matters: it makes all the difference! If it did not matter as much as it does matter then many a ‘wolf in sheep’s clothing’ would have made a success of their customer initiatives – cultivated meaningful customer loyalty.

Loyalty 115

Loyalty 2012 Customer Centricity Customer Relationships 115

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 81

Government Customer Service White Paper 2015 81

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. What a Customer First Strategy is not. CEX #Customer Click To Tweet.

Customer Centricity 118

Customer Centricity Innovation Airlines 2002 118

ijgolding

JULY 19, 2016

However, I am a huge believer in the need to share experiences – both positive and negative – so that other customers may benefit from the knowledge gained from either the exceptional or disastrous experiences I have. Being a customer centric leader requires a lot more than just TALKING about it. Measuring success differently.

Customer Focused 75

Customer Focused Customer Centricity Airlines 2012 75

Beyond Philosophy

MARCH 19, 2015

A major 2012 collaborative secondary research effort, Engage for Success , by the University of Bath School of Management and Marks and Spencer in the U.K.

Engagement 104

Engagement 2006 Customer Experience 2012 104

Alida

JULY 5, 2017

Between 2012 and 2015, top food manufacturers in the U.S. That means being more customer-centric, data-savvy and insight-driven. Map the complete customer journey. Strike better deals. The battle for shelf space has never been more competitive or cutthroat. lost three percent of the market to smaller rivals.

Insights 113

Insights Retail 2015 2012 113

Service Untitled

MARCH 10, 2014

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable.

2007 68

2007 2012 Call Center Culture 68

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Change happens first by listening, and then acting,” Patterson says.

Government 81

Government Customer Service Social Media Chief Customer Officer 81

transcosmos Information Systems

APRIL 24, 2018

The photo-sharing platform continues to evolve since Facebook acquired it in 2012. Another equally important thing with IG Story is that it can help you improve customer experience in your business through its customer-centric features. The world of mobile apps is getting more and more exciting by the day.

Customer Experience 89

Customer Experience 2012 Events Customers 89

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. I therefore want to share some observations of my week in Cape Town and Johannesburg – a week full of wonder and excitement.

Customer Experience 101

Customer Experience Travel Retail 2012 101

Customer Guru

AUGUST 21, 2018

He is the co-author of the book “The Challenger Sale, The Challenger Customer and The Effortless Experience” He is also an experienced advisor to senior executives on sales, service and customer experience. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ClearAction

MARCH 21, 2017

In harmony with customer culture strength, your organization can take on a firm leadership role in driving sustained growth in all business performance measures. For more information about this research and how organizations can use it, see Measure Customer-Centricity. 2 Forrester Research, 2012.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. Coincidentally, this definition was also done in a June, 2012 article. Customer Centric Employee Engagement.

Connections 68

Connections Engagement 2012 Definition 68

Magellan Solutions

MARCH 16, 2017

The Filipinos’ Business English skills actually bested other native English-speaking citizens’ in 2012. World-class hospitality and customer service. Another admirable quality that Filipinos possess is their customer service skills.

Call Center 53

Call Center 2012 Government Fashion 53

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 2018 70

Lumoa

MAY 7, 2018

Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team. It’s nice to think holistically and decide which kind of experience we want to build for this type of customer and how to put that into place.

Customer Experience 92

Customer Experience NPS Metrics 2012 92

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

Bizagi

APRIL 29, 2019

Jump ahead to 2012 and we saw the dawn of the digital transformation imperative, driven by disruptive customer experiences that new companies such as Uber started delivering to the market. Many times, this process would be modified to make it much more customer centric while also guaranteeing consistency through multiple channels.

2002 74

2002 Insurance 2012 Banking 74

C3Centricity

NOVEMBER 5, 2018

C3Centricity uses images from Denyse’s book “Winning Customer Centricity.” ” This post has been adapted and updated from ones which were first publicised on C3Centricity Dimensions in 2012 and 2013.

Brands 116

Brands Magazine 2012 2013 116

C3Centricity

OCTOBER 7, 2020

Sorry, these are all US examples; if you have great customer service examples from companies in Europe or Asia, then please add them in the comments below. I am sure there are many, but the US does seem to have an advantage over other regions when it comes to walking the talk of customer centricity.

Marketing 115

Marketing NPS Net Promoter Score Brands 115

ShepHyken

NOVEMBER 28, 2022

(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction.

Article 13

Article 2022 Customer Service Contact Center 13

CSM Magazine

DECEMBER 10, 2019

Likewise, for companies to be truly customer-centric, customer feedback and insights must be embedded company-wide: from HQ to frontline teams. We’ve seen many businesses realise that, no matter how golden their customer insights are, if they’re stuck in a spreadsheet in the data department, they’re of no business value.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

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. In 2012, he founded Ubuy and is also the company CTO.

E Commerce 59

E Commerce 2008 2012 Consumers 59

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

ClearAction

MARCH 21, 2017

In harmony with customer culture strength, your organization can take on a firm leadership role in driving sustained growth in all business performance measures. For more information about this research and how organizations can use it, see Measure Customer-Centricity at ClearActionCX.com. 2 Forrester Research, 2012.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Optimove

NOVEMBER 22, 2023

We were pioneers in seamlessly integrating AI in 2012, enabling accurate predictions of customer migrations between lifecycle stages. It is a testament to the invaluable contributions of our employees, clients, partners, and consumers, who have collectively shaped the future of AI in customer-centric marketing.

2012 52

2012 2016 Innovation Loyalty 52

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Customer Experience Collaboration Wins Championships (4-point checklist).

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Beyond Philosophy

DECEMBER 20, 2017

A major 2012 collaborative secondary research effort, Engage for Success, by the University of Bath School of Management and Marks and Spencer in the U.K. Social Customer Service: The Savior to a Successful Omni-Channel Strategy. Adopting an “Outside-In” Approach to Organizational Empathy in a Consumer-Centric World.

2006 68

2006 2012 Consulting 2017 68

Strativity

OCTOBER 27, 2015

While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. From CustomerThink.com, Published November 2012. Customer journey maps are a tool. Today’s customer does not settle for lip service experiences.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Transportation 2012 40

Talkdesk

SEPTEMBER 8, 2015

We don’t like to be overly complicated, so here’s the deal: We help you, you help your customers. This week, as always, we’ve lassoed up some advice from around the web to help you improve your company’s customer service strategy. Want to be Customer-Centric? Source: 2012 Global Customer Service Barometer.

2012 45

2012 Call Center 2015 Customer Service Representative 45

Clarabridge

NOVEMBER 12, 2015

In the US, the Consumer Financial Protection Bureau is being vigilant about protecting banking customers, resulting in more than $4.6 billion ordered in relief to consumers by CFPB enforcement actions since 2012. Banks need to report on all customer complaints not resolved within 48 hours.

Financial 58

Financial Banking 2012 Government 58

Customer Guru

MARCH 7, 2018

The primary differentiator of UAE Exchange is its customer-centric approach. Its customer-centricity reflects in its core values: integrity, commitment, empowerment, and care. As a professional, you have contributed across geographies in customer-centric roles.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Examples of achievements that grew customer trust: 11.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

Amity

FEBRUARY 10, 2017

I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012). What role does Customer Success play in developing the overall business strategy at Oracle Marketing Cloud?

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 60

Customer Service Social Media White Paper Call Center 60