Experience Investigators by 360Connext

DECEMBER 11, 2014

The best ones evolve with the marketplace and ever-changing customer expectations. Entrepreneurs who can’t let go are often left wondering why their “loyal” customers left without so much as a good-bye. Loyalty does not mean forever for customers. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. What might have been enough last year, is not enough this year.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Mary, June 2015.

Customer Centricity 102

Customer Centricity 2015 Insurance Customers 102

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

TechSee

APRIL 10, 2019

To get started on the road to improving customer experience, take stock of your customers’ pain points, and determine the business impact of reducing their pain. Drive long-term loyalty? BT – Customer-centric culture. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

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

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 19, 2017

Ten-thousand respondents ranked brands’ Customer Experience based on six categories. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Secondly, the UK are not as customer-centric as U.S

2002 153

2002 2017 Customer Centricity Consulting 153

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Letting customers call the shots. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Jeannie Walters.

Brands 266

Brands 2013 2014 Retail 266

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 167

Social Media 2015 Innovation 2014 167

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

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

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? Make your customer fan base proud and inspire brand loyalty. They inspire: • Passion.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

CX University

SEPTEMBER 30, 2024

The joint venture’s mission is to cultivate CX leadership and mastery, enabling businesses to thrive in an increasingly customer-centric marketplace. As businesses in the Asia-Pacific region increasingly prioritize customer-centric strategies, the demand for skilled CX professionals has surged.

Net Promoter Score 114

Net Promoter Score Customer Experience 2003 2022 114

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

Beyond Philosophy

JUNE 12, 2015

Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

Beyond Philosophy

NOVEMBER 28, 2016

What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior for both stakeholder groups. 10 BIG Ideas for Customer-Centric Success. Those question are: 1) Really? correlation.

Engagement 145

Engagement White Paper 2015 Consulting 145

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 2015 161

Strativity

SEPTEMBER 15, 2015

News and Insights September 2015. Monthly Motivation: “When the sales pitch is exceptional, the customers’ expectations are heightened to levels that are almost impossible to satisfy. When service is exceptional, you create a loyal customer. Making Customer-Centric Strategies Take Hold. Execution. .

Customer Centricity 56

Customer Centricity 2015 Webinar Download 56

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. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. Astonishing BIG Gains from Little Changes!

Airlines 122

Airlines Travel 2015 Culture 122

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. The result: happy, loyal customers. Congratulations to this year’s winners: Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement.

2023 41

2023 Management Automotive Leadership 41

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.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis. Resolution.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

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

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

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Beyond Philosophy

OCTOBER 15, 2015

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. consumers said they have stopped doing business with companies that blow it with Customer service.

Customer Service 151

Customer Service 2007 2015 Customers 151

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

Kustomer

DECEMBER 4, 2019

Founded in 2015, Kustomer empowers businesses to succeed in today’s customer-first world. Kustomer’s comprehensive solution uses CRM and provides a single view of the customer journey, seamless omnichannel communications, and the ability to automate business processes and knowledge management.

Customer Service 86

Customer Service Omnichannel 2015 2019 86