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.

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Customer Centricity Marketing 2017 Consumers 59

iPerceptions

APRIL 4, 2017

With Q1 2017 already behind us, there have been plenty of great posts and articles that offer great insights on the online customer experience that are useful to have in your back pocket.

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2017 Customer Centricity Article Customers 66

ShepHyken

OCTOBER 2, 2017

How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

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2017 Article Customer Service Customer Journey Mapping 83

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend?

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2017 Article Customer Experience Chief Customer Officer 79

iPerceptions

JULY 5, 2017

We’re halfway through 2017 already, and there continues to be a steady flow of great and interesting articles and studies that dive deep into the customer experience. Let’s look at some of the biggest stories and trends about the customer experience that came out this month.

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2017 Customer Centricity Article Customers 63

iPerceptions

MARCH 3, 2017

The first two months of 2017 seemed to have just flown by, with spring already being just around the corner.

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2017 Customer Centricity Customers Customer Experience 63

PeopleMetrics

FEBRUARY 6, 2025

When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.

Leadership 62

Leadership 2017 2025 Competitive Advantage 62

iPerceptions

MAY 2, 2017

In a world where customers have ever-expanding buying power, the ability to offer a strong, positive customer experience can sometimes be the difference between gaining a customer or losing one to a competitor. There were many great articles written on this topic in April 2017. Here are just some of our favorites:

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2017 Customer Centricity Customers Article 63

ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) by Paul Selby (CustomerThink) I offer some ways to inject customer service across the business and simultaneously raise the bar on customer service. This is how it’s done! Follow on Twitter: @Hyken.

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2017 Article Customer Service Hospitality 83

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

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Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

OCTOBER 13, 2017

It’s all just a part of consumer demand, and customers still demand the in-store experience. That’s important because customer-centricity continues to be the driving force behind sales, and true customer loyalty. Did you catch Intelligence Report 2017? So, what’s the future of brand loyalty?

Customer Centricity 74

Customer Centricity Loyalty E Commerce Loyalty Programs 74

CX University

FEBRUARY 13, 2018

So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. What on This Good Green Earth Is a Moose, and How Does It Keep My Business from Becoming More Customer-Centric? Now, the moose is indeed a majestic, if ungainly, animal.

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Customer Centricity Airlines 2015 2017 67

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. Here are my top five picks from last week.

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2017 Article Customer Service E Commerce 15

ShepHyken

DECEMBER 11, 2017

John Ruhlin is the corporate gifting expert, and in this article, he shares some of his best tips to ensure that the gifts you give will be meaningful, memorable, and wow your customers. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. It was a big task – there were a lot of great stories out there!

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2017 Article Customer Service Customer Success 76

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

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2017 B2C 2016 B2B 75

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

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2017 Customer Engagement Engagement Contact Center 61

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

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Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. firms over the past seven years.

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2017 Consumers Customer Experience Customers 74

Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

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2017 2016 Customer Centricity Culture 81

iPerceptions

AUGUST 1, 2017

The Customer Experience continues to be one of the hottest topics in the business world, which continuously brings about a slew of interesting articles and stats that shed light on the importance of offering a great CX. Here are just some of the many articles that caught our eye this month:

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Customer Centricity 2017 Article Customers 69

iPerceptions

FEBRUARY 7, 2017

2016 was a big year for digital marketing, but the world is constantly evolving. With innovations and consumer preferences rapidly changing, it's important to operate with a forward-thinking mindset.

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Customer Centricity 2017 2016 Innovation 69

Alida

APRIL 19, 2017

To drive sales, the retail sector needs to close the gap between what customers want and what the industry is offering. 87 percent of retailers are now prioritizing customer retention over revenue. The good news: Retailers seem to be waking up to the call of customer-centricity.

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Retail E Commerce Sports Fashion 173

ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

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2017 Article Customer Service Customer Service Training 85

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. It is time to resonate with customers—and stop wasting money.

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2017 Customer Centricity Sales Books 137

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. Follow on Twitter: @Hyken.

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2017 Article Customer Service Net Promoter Score 30

Totango

AUGUST 23, 2017

Thomas used that data vault to inform the frameworks he shared in his presentation about Building Customer Centric Organizations, and we’ve summarized those frameworks below. Thomas answered four primary questions in his presentation: Why do organizations need to be customer-centric now?

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Customer Centricity Customer Success 2017 E-support 66

ijgolding

JULY 25, 2017

Fast forward to 2017. People who seem to completely ‘get it’ — the need to become ever more customer centric to enable sustainable business growth. It is more common than not to find businesses in 2017 whose employees have little sense of the following: What the business purpose is. They were sadly not.

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Customer Centricity Leadership Connections 2017 68

Lumoa

DECEMBER 5, 2017

— Slush (@SlushHQ) 30 November 2017. "Each " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. slush17 #UserExperience @veen pic.twitter.com/NBgNhA2Jv5 — Columbia Road (@columbiaroadcom) 1 December 2017. AI comes to Customer Experience - bad or good? Lavas (@lavas) 29 November 2017.

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2017 Insights Healthcare Events 102

iPerceptions

SEPTEMBER 7, 2017

Also with this came a whole bunch of new stats and stories about the customer experience to pour over. The summer holidays have come to an end. Everyone is now back at school. Wearing white is now somewhat of a taboo (yes, some believe wearing white after labor day is a fashion no-no). So let’s dive right into it.

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Customer Centricity 2017 Fashion Customers 61

iPerceptions

JUNE 7, 2017

It has been another eventful month for customer experience innovations and advancements. So let's dive right into it and look at some of the biggest customer experience stories and trends. There is a lot to process from the month of May.

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Customer Centricity 2017 Events Innovation 61

iPerceptions

OCTOBER 3, 2017

2017 is seemingly flying us by, and as companies gear up towards a busy Q4, many more great articles and stats about the Customer Experience (CX) were released in September. September has come and gone, and fall is already upon us. Here are just some that caught our eye.

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2017 Customer Centricity Article Customers 48

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 1 Accenture.

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2017 Customer Experience Return on Investment Competitive Advantage 51

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

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Customer Centricity Customer Engagement Engagement 2018 48

Experience Matters

FEBRUARY 26, 2018

In other words, you can’t be customer-centric unless you have a highly engaged workforce. pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017. Make sure to visit our Employee Engagement Page.

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Engagement 2017 Customer Centricity Download 87

iPerceptions

NOVEMBER 2, 2017

The days started getting shorter, the leaves began changing colors, and a slew of great articles and stats about the Customer Experience (CX) and digital marketing were published that shone a light on the path to becoming more customer-centric.

Customer Centricity 48

Customer Centricity 2017 Customers Article 48

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

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Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

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Chief Customer Officer Customer Centricity Call Center Metrics 121