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. My take: The numbers here are hard to deny. . #3

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

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

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

Michel Falcon Experience

OCTOBER 10, 2014

I can say, without exaggeration, I have devoted 1000′s of hours studying customer experience management and how it will grow a business. Being a capitalist, I focus my attention on customer experience because of revenue and profits. “Earth’s most customer-centric company.”

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

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

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. Why Most Customer Experience Programs Fail.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

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. Our services team has helped with over 1,000 customer experience management initiatives.

2015 97

2015 Multi-Channel 2014 CEM 97

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. I’d be interested to hear your insight in the comments below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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

Beyond Philosophy

MAY 14, 2015

Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com. 19 March 2015. 30 March 2015. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. The post The Problem with Self Service appeared first on.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

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. A: Yes and no.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

transcosmos Information Systems

OCTOBER 22, 2015

Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses. People Metrics.

Blog 70

Blog 2015 Customer Service E Commerce 70

CSM Magazine

JUNE 12, 2015

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. Maximizer CRM 2015 R2 – by Maximizer Software Inc. Each software application is rated according to 179 selection criteria. Sugar CRM v. 7.6 – by Sugar CRM. ISM Top 15 CRM SMB Winners.

2015 40

2015 Customer Centricity 2020 Definition 40

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Books Culture 68

transcosmos Information Systems

OCTOBER 22, 2015

Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses. People Metrics.

Blog 54

Blog 2015 Customer Service E Commerce 54

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer.

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” Both are needed in customer experience management in order to produce sustained growth. .”

B2B 83

B2B Customer Experience 2015 Workshop 83

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

SuiteCX

JANUARY 21, 2016

We are all trying to be more customer centric, but it isn’t easy. How to Get a Deeper Understanding of Your Customers for 2016. suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016?

2016 40

2016 2015 Customer Centricity Leadership 40

ClearAction

JANUARY 12, 2022

As such, “customer experience management” today is generally a set of Band-Aids® — fingers in the dyke to slow the flow of customer churn. Differentiate your business by near-100% performance among your core growth customers, as a start, in predictability and reliability. 1M savings monthly to the customer.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

BirdEye

AUGUST 29, 2023

Not only do customers expect a business to respond to their reviews, but good customer service dictates that response promptly. Leading with empathy requires your business to use empathetic words and phrases, listen to your customers, and consider their feelings, situations, and motives. They also generated “50% more earnings.”

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM 2015 E-support Customer Centricity 40

Lumoa

NOVEMBER 29, 2021

Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward. However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. 5) How much does fixing this issue cost?

ROI 97

ROI Customer Experience NPS Financial 97

Clarabridge

OCTOBER 16, 2015

Customer Experience Manager at E.ON SE, has spent his career developing energy retail businesses across Europe with a focus on experience differentiation. We got the chance to chat with Simon about how he’s driving customer centric transformation across one of the world’s largest power companies (E.ON

Customer Experience 64

Customer Experience NPS 2015 Roadmap 64

Retently

AUGUST 9, 2018

The company even went as far as giving up on the 6-speed manual transmission the brand’s sports cars were well-known for and introducing big cup holders – all because Voice of the Customer data revealed that’s what their clients wanted. By 2015, Cayenne sales generated around half of the Porsche’s total profit.

Feedback 87

Feedback Insights CEM Net Promoter Score 87

Horizon CX

DECEMBER 29, 2014

customers and publishing and speaking at conferences, getting into the field of. laboratory automation and robotics and selling systems, managing training and teaching. landing in the role of Customer Experience Manager. That last role of Customer Experience Manager is significant.

Customer Experience 40

Customer Experience Customer Centricity 2015 2014 40

Horizon CX

DECEMBER 29, 2014

That last role of Customer Experience Manager is significant for me because it’s the profession I believe I was destined to be in and working toward along my entire career path. So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric.

Customer Experience 40

Customer Experience Customer Centricity 2015 2014 40

SuiteCX

DECEMBER 20, 2015

As marketers, we are all focused on improving our customer experience and generating more revenue. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.

Customer Experience 40

Customer Experience 2015 Social Media Call Center 40

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. A: Yes and no.

Brands 54

Brands Customer Experience Social Media 2008 54

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1.

2016 40

2016 Customer Experience CEM 2015 40

SuiteCX

NOVEMBER 3, 2015

Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc. Customer-‐centric diagnostics, touch inventories, journey maps, customer storytelling and precision markeAng are all components of this groundbreaking soTware.

Customer Experience 40

Customer Experience 2015 2014 Multi-Channel 40

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

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

Storyminers

MAY 4, 2016

Business leaders would be wise to create their own definition of Customer Experience because general definitions written by industry experts are not going to stimulate any change. Only 1% of companies deliver an excellent customer experience. What do you think?

Customer Experience 56

Customer Experience Definition Interaction Customers 56