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. Once again we had a great group of nominees, making the scoring difficult for the judges.

2015 97

2015 Multi-Channel 2014 CEM 97

Experience Investigators by 360Connext

JULY 1, 2015

There’s no such thing as “risk-free” when we put something new in front of customers. That’s why we’ve chosen Stripe for our June 2015 Microinteraction of the Month! Stripe provides an ecommerce portal for anywhere on your site without navigating the customer offsite for processing. Click To Tweet. What’s so great about that?”.

User Experience 183

User Experience B2B Sales Demo 183

Alida

FEBRUARY 22, 2017

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 billion in 2015 —up 12 percent from the previous year. The race towards customer-centricity is driving some the biggest trends in business technology.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

Customer Bliss

JANUARY 17, 2017

Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Tricia Morris

JULY 23, 2015

Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

NOVEMBER 28, 2016

From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. That’s largely a function of organizational culture, customer-focused processes – – and the direct and indirect contribution of employees through ambassadorship behavior.

Engagement 145

Engagement White Paper 2015 Consulting 145

Beyond Philosophy

DECEMBER 11, 2014

In the final of our series of nine posts about the parts of your organization that affect Customer Centricity, we have the Top Ten Mistakes Cultures Make with Customer Experience : Senior management and back office employees are not spending time with Customers. This revealed how they thought of Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind.

2015 94

2015 Download Innovation Social Media 94

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

CX University

SEPTEMBER 30, 2024

.” About CX University: CX University is a global leader in online Customer Experience education, and was given the 2022 Impact Award for its global influence on CX practices. Since 2015, CX University has been dedicated to developing experience makers and growing the discipline of Customer Experience worldwide.

Net Promoter Score 114

Net Promoter Score Customer Experience 2003 2022 114

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Beyond Philosophy

NOVEMBER 26, 2014

Companies whose marketing research is limited to product attributes and pricing are not focusing on the experience the product delivers. The most Customer-focused organizations are sure to research the emotional responses their customers have that add value to the experience. How to Make or Break Your Customer Experience.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Customer Bliss

JANUARY 17, 2019

Since she didn’t have much Netspend customer data at the time, she included the information that she did have in order to support the case. Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change. CustomerExperience #CX Click To Tweet.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Michel Falcon Experience

OCTOBER 10, 2014

You see, you can build all the systems in the world or buy the latest software to improve your customer experience but if you don’t have the right team pushing your efforts forward you will never maximize your results. It’s not enough to simply create a slogan and hope that it resonates with your employees and customers.

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Hotels 2010 Customer Journey 204

Think Customers

JUNE 23, 2015

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. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2015 75

2015 Customer Centricity Innovation Blog 75

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S. Vodafone – Visual engagement.

Customer Experience 154

Customer Experience Customer Centricity Omnichannel Social Media 154

Tricia Morris

OCTOBER 22, 2015

A Quantum Workforce 2015 Employee Engagement Trends Report surveying more than 440,000 employees at nearly 5,500 organizations shows that overall employee engagement is at an eight-year low of 65.9%. The same Quantum Workforce 2015 Employee Engagement Trends Report also shows a direct link between engagement (highlighted above) and profit.

White Paper 104

White Paper 2015 Culture 2014 104

Tricia Morris

DECEMBER 18, 2015

. • Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member. Nancy Friedman: Customer Service Keynote Speaker and Trainer. • Al Hopper: #CustServ Chat Moderator and ICMI Top 50 Customer Service Thought Leaders of 2015 listee. Tricia Morris: Parature, from Microsoft Sr. .

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Customer Bliss

JULY 26, 2016

Named a 2015 Customer Champion by 1to1 Media, Renee Cacchillo is the Senior Vice President, Customer, Brand and Technology for Safelite ® Group, a leader in vehicle glass and claims management services. Techniques for getting customer information. Renee recommends two major channels: customer focus groups and data points.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Small Change Can Make a Difference.

White Paper 85

White Paper Engagement Customer Service 2015 85

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I will start with the first area: People. Hire People with a High EQ.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Myra Golden

MAY 28, 2015

A creative way to connect with customers in just 15-minutes a day. The number one thing you need to know about creating a customer-focused culture that so many call centers learn the hard way. This early-bird discount is valid through June 10, 2015. June 17, 2015 1pm – 2pm ET. Register. .

Contact Center 72

Contact Center Call Center Webinar 2015 72

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Today, the same meaning is applied to ‘touchpoints along the customer journey’.

Airlines 75

Airlines 2015 Exceptional Customer Service Omnichannel 75

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Hiring Customer-Ready Employees. Register here.

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

MARCH 19, 2015

between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

Engagement 104

Engagement 2006 Customer Experience 2012 104

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ClearAction

MAY 28, 2015

One of the executives would often ask in meetings: “Are we deciding on this because we’ve been bankers for so many years, or because customers told us?” This question became a habit for managers across the company, and changed their decision-making to be customer-focused. What do you see ahead for 2015? A: Yes and no.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Today, the same meaning is applied to ‘touchpoints along the customer journey’.

Airlines 65

Airlines 2015 Exceptional Customer Service Omnichannel 65

Talkdesk

AUGUST 30, 2015

Sometimes figuring out how to provide the right support to your customers can feel like trying to hold on to a bucking bronco. Here are a few insights we’ve wrangled this week to help inform your company’s customer service decisions. Your Customer-Focused Culture - Time to Renovate and Retrofit. August 23, 2015.

Call Center 65

Call Center 2015 Customer Service Representative Culture 65

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Culture 105

Culture Metrics Hotels Customer Centricity 105

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