Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points. Fourth Layer: Managerial Rituals.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

GetFeedback

JULY 11, 2018

As a result, they overlook the pain points damaging the customer experience. In order to bridge it, you need a clear customer engagement strategy. And that starts with listening to the voice of the customer. Why companies fall out of sync with customers. Customer disconnect always begins with internal disconnect.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

2015 66

2015 Customer Service Customer Centricity Social Media 66

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty.

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 45

Contact Center Customer Engagement Blog Engagement 45

Experience Investigators by 360Connext

APRIL 30, 2015

Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Tying the Knot on Top-Notch Customer Service. Added by Anne Reuss on Jan 30, 2015.

Brands 266

Brands 2013 2014 Retail 266

Think Customers

DECEMBER 29, 2015

Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe. Consumers' use of mobile devices continues to surge.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

Experience Investigators by 360Connext

JANUARY 30, 2015

A beer store went public on Facebook when they accidentally overcharged a customer. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service!

2013 252

2013 Customer Service E-support 2014 252

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

Beyond Philosophy

DECEMBER 22, 2014

How to Make or Break Your Customer Experience. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 161

Customer Experience Books Customers Customer Centricity 161

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Invest in your customer service and engagement strategy and the tools needed to succeed.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. We brought the industry’s first customer engagement hub to market. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. In 2013, Sequoia joined us as an investment partner and in 2015, India Value Fund, which is now called TrueNorth invested in us.

Customer Centricity 95

Customer Centricity Healthcare 2007 Hospitality 95

Beyond Philosophy

JULY 6, 2016

China is in the Early Stages of Customer Experience Discovery. The opportunity to excel in Customer Experience in China is still wide open, however. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. Billions of them.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Alida

JUNE 15, 2016

Today, customers advise brands on where markets are going—not the other way around. According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.” Introducing the research revolution.

Marketing 124

Marketing Airlines 2015 Customer Centricity 124

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

2015 61

2015 Blog Customer Experience 2016 61

transcosmos Information Systems

OCTOBER 22, 2015

If you are looking for resources to improve your customer service strategy, PeopleMetrics articles are written by customer experience management experts who live and breathe customer centricity everyday.

Blog 70

Blog 2015 Customer Service E Commerce 70

Think Customers

JUNE 23, 2015

They align their customer service processes and practices with customer-centric goals and objectives. These organizations also strive to make it easy for customer-facing employees to provide customers with seamless support to ensure that both customers and employees have exceptional experiences.

2015 75

2015 Customer Centricity Innovation Blog 75

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Net Promoter Score Call Center 2015 81

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 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 2018 70

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. What do you see ahead for 2015?

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

ijgolding

DECEMBER 2, 2015

” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? .” ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

White Paper 48

White Paper Engagement Customer Centricity Culture 48

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. Share this page on: Tweet.

Contact Center 68

Contact Center Chief Customer Officer Social Media 2015 68

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Contact Center 74

Contact Center Social Media 2015 Consumers 74

transcosmos Information Systems

OCTOBER 22, 2015

If you are looking for resources to improve your customer service strategy, PeopleMetrics articles are written by customer experience management experts who live and breathe customer centricity everyday.

Blog 54

Blog 2015 Customer Service E Commerce 54

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Bob Thompson is CEO of CustomerThink Corp., Micah Solomon. Steve Curtin.

Culture 105

Culture Metrics Hotels Books 105

Customer Guru

MAY 1, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Success 70

Customer Success NPS Customer Centricity Culture 70

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Communicate and align the organization around a customer-centric model. Journey Mapping.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90