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. Blogs Employee Experience Thought Leadership'

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

OCTOBER 8, 2014

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. Do you think the split will be good or bad for Paypal?

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

JULY 30, 2015

Is your Customer Experience an accident? If you enjoyed this post, you might be interested in the following blogs: Are You Deliberate with Your Customer Strategy or Just Taking a Chance. Designing A Customer-Focused Process. Why Most Customer Experience Programs Fail. Are You Inside-Out or Outside-In?

Customer Experience 159

Customer Experience Hotels Airlines Customers 159

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. We brought the industry’s first customer engagement hub to market.

2015 97

2015 Multi-Channel 2014 CEM 97

ReviewTrackers

AUGUST 6, 2020

It covers the fundamentals of the inbound marketing methodology, and includes topics such as SEO, blogging, landing pages, lead nurturing, conversion analysis, and reporting. The inbound certification course is one of HubSpot Academy’s most popular courses.

Marketing 114

Marketing Social Media Advertising Workshop 114

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. Then soon enough, we begin resenting that other team – the one who makes our jobs more difficult. Then we slide right back to where we were before DAY ONE. But all is not lost!

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Beyond Philosophy

DECEMBER 23, 2015

While colleagues such as Jeanne Bliss, Tony Zambito, Maz Iqbal and Bob Thompson, and consulting organizations such as Forrester, Aberdeen, and Strativity, have done much to flesh out the customer-centric contributions and responsibilities of a corporate CCO, what is becoming recognized is that the function requires greater education, understanding, (..)

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

JUNE 11, 2015

Additionally, and again like Asda, these chains have said they will go back to the basics: clean stores, well-stocked shelves, reduced checkout time, clearly marked sale items, and creation of a more customer-focused culture.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Wootric

JUNE 13, 2019

Since you’re here on the Wootric blog, you probably already know that providing a high-quality experience to your customers is vital to your business. You’ve watched brands in a variety of industries revamp their customer-facing operations to improve the consumer’s experience. So many acronyms! Source ).

Customer Experience 69

Customer Experience CEM Communication B2B 69

Smith+co CX

OCTOBER 20, 2021

The opportunity for Corona was to really stand out through the brand and customer experience against a sea of sameness and dullness in the B2B energy world. Smith+Co began by conducting qualitative and quantitative research (using our proprietary CEM+ Survey) with the loyal customers. What we did.

B2B 36

B2B Customer Experience Marketing CEM 36

PeopleMetrics

JUNE 28, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Tune in for short, casual conversations every Tuesday at 2:00pm ET. ? ? ?. Sign up for more PeopleMetrics LIVE! sessions: [link]. Explore our CX solutions, designed to deliver a consistent experience every time.

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

PeopleMetrics

NOVEMBER 9, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Tune in for short, casual conversations every Tuesday at 2:00pm ET. ? ? ?. Sign up for more PeopleMetrics LIVE! sessions: [link]. Explore our CX solutions, designed to deliver a consistent experience every time.

Customer Experience 71

Customer Experience Marketing CEM Download 71

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. But what does that exactly mean?

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66