Experience Investigators by 360Connext

OCTOBER 4, 2017

RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Jeannie Walters (@jeanniecw) October 4, 2017. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. Take, for example, this piece in the British Museum of a customer complaint etched in stone!

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Retently

JULY 28, 2023

A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

ShepHyken

JUNE 29, 2021

They discuss how customer-obsessed organizations must put their customers at the center of their leadership, strategy, and operations. Top Takeaways: Many companies think that they are customer-obsessed while unaware of the customer-focused gaps within their organization.

B2B 144

B2B 2017 Leadership Brands 144

Forrester

APRIL 3, 2017

Successful business leaders drive their organizations to create experiences that continually meet or exceed customer expectations. What has Australia Post done to improve its customer experience?

Chief Customer Officer 66

Chief Customer Officer 2017 Events Omnichannel 66

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. by Mike Wittenstein. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Article 58

Article Customer Service 2017 Social Media 58

Beyond Philosophy

JANUARY 8, 2018

The danger is that relabeling positions or projects without revamping the experience to have a customer focus creates the perception that Customer Experience efforts are ineffective. Yes, there are a few Blockbuster stores still operating as of April 2017, although mostly in Alaska, and one has a funny Twitter Account! ).

2018 125

2018 2002 2017 Customer Experience 125

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. To me, that’s what “delight” is about. Feldberg & Tami Kim.

Article 76

Article 2018 Customer Service Airlines 76

Oracle

APRIL 4, 2018

Instead of being transaction-focused, your strategy must be customer-focused. In an age of personal data sharing, customers expect the companies that acquire their data to benefit or improve the services and products they receive. So, how can you do this? Building Trust with an H2H CX.

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. by Mike Wittenstein. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 17

2017 Article Customer Service Social Media 17

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

2005 69

2005 Customer Centricity Customer Experience Professionals Reference 69

ProProfs Chat

DECEMBER 23, 2019

The Edison Research found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017. Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives. Now, wouldn’t you call this a customer centric strategy ?

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

ProProfs Chat

MAY 6, 2020

Takeaway: To train your customer support reps, upgrade your services at the contact center, or even overhaul the complete support process. This will help your business keep customers delighted with your services because they’ll guarantee consistent services that most of your customers expect. Source: Fuqua ) Tweet this.

2020 66

2020 Customer Experience E Commerce E-support 66

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. Think Smiling Companies, Happy Customers.

2017 45

2017 2018 Chief Customer Officer NPS 45

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Customers want unique, special and innovative.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. How do you know what your customers’ expectations are? Are you listening to customers? Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It has been slightly modified.

Workshop 58

Workshop Touchpoint Culture Customer Experience Design 58

Comm100

MARCH 1, 2018

Deloitte’s 2017 Global Contact Center Survey identified that contacts by phone are expected to fall from 64% in 2017 to 47% in 2019. The EConsultancy report that we disscussed earlier makes it clear that over 71% of online customers expect rapid assistance. There’s a few compelling reasons.

2018 43

2018 Contact Center E Commerce E-support 43

Comm100

NOVEMBER 14, 2017

If you’re releasing a feature that will only bring rewards after hours of configuration, that’s subjecting your customers to an amount of grind that they likely won’t have perceived when they signed up in the first place. Do you listen to your customers? pic.twitter.com/a02OYUCYZU — StarCraft (@StarCraft) November 14, 2017.

Customer Experience 43

Customer Experience Social Media Download 2017 43

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

Pointillist

MAY 23, 2018

Personalize engagement using information about the customer and where they are in their journey. Your customers expect personalized experiences driven by their current preferences and recent interactions. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Chattermill

AUGUST 29, 2018

And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). You’re not alone.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). You’re not alone.

Technology 40

Technology Customer Experience Consulting Customers 40