Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade. .

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White Paper 2015 Culture 2014 104

Beyond Philosophy

NOVEMBER 28, 2016

However, when this organization, and others in the employee engagement research, training and consultation space, makes claims that engagement, in and of itself, contributes to customer value and loyalty behavior, two important questions need to be asked. 10 BIG Ideas for Customer-Centric Success. Those question are: 1) Really?

Engagement 145

Engagement White Paper 2015 Consulting 145

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve.

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White Paper Customer Relationship Management Download NPS 127

Beyond Philosophy

AUGUST 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy, an international customer-centricity and customer experience consultancy (www.beyondphilosophy.com), based in the U.S., member of Advisory Council, Customer Value Creation International, and CustomerThink Advisor. Michael Lowenstein, Ph.D., appeared first on.

White Paper 100

White Paper Multi-Channel Hotels Banking 100

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

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White Paper B2C B2B Customer Satisfaction 127

Talkdesk

DECEMBER 1, 2020

With a CX transformation strategy in place, organizations can move up the maturity scale at their own pace to become more customer-centric. These maturity stages give a clear indication of a company’s current CX maturity status and areas for targeted improvement, from which the Talkdesk team generates a roadmap to get there.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Comm100

FEBRUARY 11, 2025

Much like the worlds leading brands, universities must rethink the student journey, applying lessons from customer-centric companies that excel at personalization, responsiveness, and proactive support. Its about delivering an experience, something the corporate world knows a lot about. Thats where the real challenge lies.

White Paper 52

White Paper Financial Banking Demo 52

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 81

Government Customer Service White Paper 2015 81

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance White Paper Contact Center Call Center 52

SaleMove

JULY 9, 2021

Driven by the convenience of online shopping, insurance companies are now expected to provide information that helps customers learn about policies, compare options and even complete an application from virtually any connected device, 24/7. “To Customer-Centricity Accelerates Success.

Insurance 52

Insurance Sales White Paper Customer Centricity 52

Zeisler Consulting

SEPTEMBER 27, 2023

Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. And definitely it takes a culture that’s truly Customer-centric in order to get people on board with the whys of your process improvements. But somebody’s got to do the… doing.

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White Paper Chief Customer Officer Customer Centricity Culture 72

Zeisler Consulting

SEPTEMBER 15, 2021

That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they may be) can’t cash.

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White Paper Sales Brands ROI 93

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. As digital advancements make it even easier to cut out middlemen and deliver totally new kinds of experiences, customers have come to demand DTC brands provide them with the same kind of convenient, personalized and memorable experiences they get from traditional stores.

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White Paper Brands Customer Centricity Download 43

Centercode

JUNE 18, 2019

While not every good idea your customers suggest is something you can focus on, their input highlights where your priorities should lie. It keeps customers at the center of your organization. Customer-centricity means placing customers at the center of everything you do. It’s a buzzword, but it has a backbone.

Feedback 56

Feedback White Paper Customer Centricity Social Media 56

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. As the banking consumer grows more loyal, they no longer use multiple banks for their various financial services needs. Cultural Change.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know - I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data. Download the complete 22-page white paper.

2017 46

2017 White Paper Blog Competitive Advantage 46

Comm100

MAY 31, 2016

This way customers can learn about your company, your policies, and how to best use your product. Blog, reports, and white papers. Additional written materials can help you reach customers who may prefer reading to watching videos. Take the Customer-Centric Approach. Download Now.

Retail 49

Retail White Paper Social Media Customer Centricity 49

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Article 48

Article Customer Experience 2009 White Paper 48

inmoment

AUGUST 4, 2020

More importantly, it will foster connections between employees, create grassroots support for the initiative, and help drive a customer-centric culture. With that in mind, practitioners should strive to fold white papers, training guides, videos, and other useful tools into the branding process.

B2B 52

B2B Brands White Paper Culture 52

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Engagement 68

Engagement White Paper Definition Consulting 68

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know – I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data. Download the complete 22-page white paper.

2017 40

2017 White Paper Blog Competitive Advantage 40

Amity

JUNE 24, 2016

However, with Customer Success, the customer is the beneficiary of an exceptional customer experience and is extracting the maximum value from the product or service they have purchased from you. But how do you describe – specifically – what you get from a Customer Success program?

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Customer Success White Paper ROI Customers 71

Uplight

NOVEMBER 27, 2017

The rapidly changing energy ecosystem has now made “customer centricity” the must-have core competency. The Focus on the Customer” has dominated industry thought leader agendas for a while, but the proof lies in the investment patterns of energy providers. One trend is digital.

White Paper 40

White Paper Customer Centricity 2017 Call Center 40

Think Customers

APRIL 12, 2022

And as automation takes over the easy tasks, begin retraining your staff on the soft skills needed for an increased focus on customer centricity. RPA Trends Report : Read this white paper to discover research to support the positive economic impact that intelligent RPA creates for enterprises of all sizes.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. Infographic: [link].

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White Paper Insights Marketing Blog 40

Amity

FEBRUARY 10, 2017

To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. How is the Customer Success team structured at Oracle Marketing Cloud and has that evolved over the past years? That’s what we strive to do at Oracle Marketing Cloud.

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Customer Success Marketing White Paper Net Promoter Score 80

Comm100

JUNE 7, 2016

If a customer doesn’t know how to navigate your store, they’re sure to complain. Just like offering self-service options, keeping an organized store respects a customer’s independence. Take the Customer-Centric Approach. This is a great way to nip dissatisfaction in the bud. Download Now.

Retail 44

Retail White Paper Customer Centricity Download 44

inmoment

AUGUST 16, 2018

Becoming customer-centric doesn’t just happen. Here are five key areas that serve as building blocks for infusing customer centricity into your brand. It should be clearly defined and communicated to employees and understood—and expected—by customers.

White Paper 40

White Paper Customer Centricity Culture Download 40

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. However, convincing your customers to trust you might not be as easy as you imagine, as you will require a combination of consistency, transparency, and a customer-centric approach.

2023 52

2023 White Paper Social Media Document 52

Aveus

APRIL 13, 2017

Converting to a truly customer-centric operating model takes determination and guts to change an organization’s perspective, decision-making processes, operating disciplines and culture.

White Paper 45

White Paper Customer Experience Customer Centricity Customers 45

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. We studied 88 companies that have a formal customer program (e.g.,

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 49

Customer Service Social Media White Paper Call Center 49

Comm100

APRIL 26, 2020

You say that “many organizations give an impression of being customer-centric, but in reality are only posturing.” I believe most companies truly want to be customer-centric. Both outcomes will bring you closer to a customer-centric culture, however this is a painful and extended transition.

Culture 52

Culture White Paper Customer Centricity Feedback 52

West Monroe

MAY 5, 2017

My colleagues at West Monroe recently wrote an interesting white paper on this topic, about becoming a customer-centric bank. Even with the latest tools and technology in the market, no technology can replace or outperform the results gained from focusing on and building a sound customer experience strategy.

Banking 40

Banking White Paper 2007 Financial 40

Amity

NOVEMBER 13, 2014

However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you. But how do you describe – specifically – what you get from a customer success program? In the end, it will be a win/win for all.

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Customer Success White Paper Competitive Advantage Definition 48