Experience Investigators by 360Connext

OCTOBER 16, 2017

It’s the most customer-centric thing you might read today! When an organization truly embraces the idea of customer-centricity , amazing things can happen. Instead of a stuffy, internally-focused corporate communication, this letter was customer-centric. Is customer-centric thinking in your DNA?

Customer Centricity 175

Customer Centricity Culture Customers Consulting 175

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. What’s the Score for Insurance Brands?

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

Experience Investigators by 360Connext

DECEMBER 17, 2014

Does the tone and messaging match your customer experience mission? Do they to reflect a customer-centric culture? Consider your hiring methods and make sure they align with your customer experience mission. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

OCTOBER 22, 2014

They are meaningful only if and when the company understands them as a whole inventory and as individual opportunities to improve the customer experience. Understanding your customers’ current situations, and what drives them toward loyalty or defection , is the first step in delivering a superior customer experience.

Touchpoint 302

Touchpoint Customer Journey Mapping Social Media Customer Journey 302

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Experience Investigators by 360Connext

MARCH 5, 2015

Take the time to hear customers each step of the way. Customers have been trained in many industries to expect poor service. Customer-centric leaders should realize how these expectations weave into the experience overall, creating either delight or disappointment. The bar is so low for meeting expectations.

Customer Service 274

Customer Service Sports Social Media Communication 274

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. That’s what loyalty is.

Loyalty 172

Loyalty Airlines Banking 2007 172

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Encouraging employees to do the wrong thing for short-term gains or report half-truths to avoid the wrath of a boss will inevitably lead to bad behavior toward customers. Worry about your guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

APRIL 9, 2015

Why is it so important to consider your customer experience mission as your brand promise? Without a customer-centric mission statement, however, you are only selling an idea (your brand promise) with no backbone to support it. More Posts - Website Follow Me: The post Is Your Mission Customer-Focused, or an Empty Promise?

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

Experience Investigators by 360Connext

MAY 20, 2015

They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Customer-centric Culture & Communications. That’s a lot of misery and it certainly ripples out to the customer experience and the bottom line. Contact us for help creating your customer-centric culture.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. According to CDP.com, 64% of consumers say access to live people would significantly improve customer experience. Factor #2: Time to Completion.

Call Center 370

Call Center Customer Experience Measurement Financial 370

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. There are plenty of groups on LinkedIn focused on customer experience, and some of them are great and some of them are not-so-great.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

APRIL 21, 2015

It’s not intentional, but unless leaders are actively seeking information, feedback and the honest truth from customers, the product conversation will dominate. This customer-centric focus is becoming more critical as new generations change how they shop. Teens don’t hang out in shopping malls like their parents did.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Engaging customers means connecting with them emotionally. Is that odd?

Leadership 227

Leadership Culture Customer Centricity 2019 227

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

InMoment XI

OCTOBER 5, 2022

Instead, consult with them in a way that helps them arrive at correct conclusions on their own. Digital Signage: Showcase filtered experience feedback views on a monitor or television to create a more customer-centric culture within an office environment (we even have Moment’s on display in every common space at InMoment HQ!).

Feedback 370

Feedback Customer Centricity NPS Definition 370

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 134

Net Promoter Score Consulting NPS Customer Success 134

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Operate with Customer in mind.

Customer Centricity 109

Customer Centricity Consulting Call Center Customers 109

Experience Investigators by 360Connext

JUNE 3, 2015

The superstar saw a truly customer-centric solution and made it happen in a low-tech way. This is a superstar who could help the rest of her team learn how to really listen for the root causes in customer service. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

Experience Investigators by 360Connext

JUNE 24, 2015

The 5 Customer Leadership Competencies. If you are trying, with limited success, to become more customer-centric , this book can help you connect the dots. Using her own experience as well as her keen observations from more than twenty years in the field, Jeanne outlines the 5 Customer Leadership Competencies.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. Despite many books touting the need for our customers to “Love” our brands, in reality, I’m not sure that any of us want to have a deep relationship with brands. Loyalty is never really Won.

Hospitality 108

Hospitality Customer Centricity Hotels Return on Investment 108

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Experience Investigators by 360Connext

OCTOBER 6, 2014

Focusing on the actual journey your customers take, not just the one part of the journey your department oversees, is the only way to really ensure a customer journey that is seamless. Customer experience advocates are all about understanding the actual journey to make it better for all. Honesty is the best policy. ” 6.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

JANUARY 7, 2015

If the leadership is referring to shareholders exclusively, the customers are forgotten. If your team is killing themselves to please the industry analysts, the customers are losing. Put customers front and center. And let them have a voice by including customer-centric key performance indicators in your reporting.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Experience Investigators by 360Connext

JANUARY 15, 2015

Saying you’re customer-centric isn’t enough. But the execution of how they handled this was squarely company-focused, and not really about the customer. A few words of advice for translating your great intention into actual customer-centric communications : 1. Don’t assume.

Customer Centricity 229

Customer Centricity Communication Social Media Consulting 229

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

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. All employees have the responsibility of providing customer value.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

eglobalis

DECEMBER 4, 2024

Example: IBM combines AI insights from Watson with its global consulting teams to deliver tailored solutions for clients. Watson provides the data, but IBMs consultants interpret and implement it based on nuanced customer requirements.

2030 325

2030 B2B Culture Government 325

Experience Investigators by 360Connext

APRIL 3, 2017

By stopping this behavior, you’ll be creating fewer poor experiences and more customer-centric growth opportunities. Stop treating old customers like dirt. Old customers may not be glamorous or new, but they’re the ones paying your salary. Customer-centricity can be painful!

Customer Centricity 187

Customer Centricity Consulting Loyalty Customer Experience 187

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Experience Investigators by 360Connext

MAY 4, 2015

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

InMoment XI

JULY 19, 2023

Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. Who Are Customer Experience Experts? The importance of customer experience for modern businesses cannot be overstated.

Customer Experience 195

Customer Experience ROI Customer Centricity Omnichannel 195

Beyond Philosophy

MAY 7, 2020

You often see cable companies giving new customers 50 percent off for the first six months, or something similar. It’s a great deal unless you are an old customer paying the full amount. Loyalty is an emotional reaction. Then, customers feel like they shouldn’t be loyal back. The top team wants loyal customers.

Customer Centricity 174

Customer Centricity Consulting Transportation Sports 174