C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. And it involves a culture change to move the organisation in this direction. This gives everyone a chance to catch up on our best posts that they may have missed.

Brands 236

Brands Strategy Customer Journeys Infographics 236

Alida

JUNE 16, 2016

Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend normal business practices to be customer-centric, how culture acts as a growth engine and how brands can thrive in both good and bad times.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Customer Bliss

MAY 17, 2016

Mark walked us through the importance of building the cultural commitment to customer experience prior to this effort — to ensure that this work would be successful. Around 2011-2012, Audi began to focus much more a customer-centric approach. You can learn more about that below. How Mark was awarded his role. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Catherine has been featured in Harvard Business Review, The Wall Street Journal, Fast Company, and TEDx. Some were threatened.

Leadership 0

Leadership Customer Experience Report Innovation 0

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customer Bliss

APRIL 24, 2018

We discuss how she created a path for her global role leading customer experience across all of Microsoft, and how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture. Took the time to understand cultural differences.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Vonage

JULY 3, 2018

To illustrate this point, he recalled the summer of 2011, when Netflix decoupled its DVD business and its streaming business while, at the same time, increasing the price of its subscriptions. Creating a customer-centric culture. Success is also about mistakes. True customer success is how you react when you make a mistake,” Kirk says.

Customer Success 204

Customer Success Social Media Metrics Customer Centricity 204

PeopleMetrics

AUGUST 25, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. Because it’s emphasized at the leadership level, we embrace the culture of taking the client needs into consideration when all decisions are made. It’s just how we do business.

Customer Centricity 124

Customer Centricity Tips Customers Feedback 124

C3Centricity

JULY 17, 2016

One last point for International organisations; be aware of cultural differences. Explore and understand the culture (>> Tweet this <<) where the observations are being made, especially if you are not a local. What is appropriate in one culture may be offensive or irrelevant in another.

Exercises 120

Exercises Customer Centricity Culture Connections 120

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Blog Culture Customer Experience Featured c-suite leadership linkedin' And now, with the rise of moving businesses to become more digital, the intersection is more daunting.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Customer Bliss

JULY 26, 2016

Since joining Safelite Group in August 2011, Renee Cacchillo has been an influential leader who helped achieve the compan y’s goals by working collaboratively across various business units. You need to move from widgets, spreadsheets, numbers, and KPIs to a “why” culture — and one centered around stories.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Leadership 100

Forrester's Customer Insights

OCTOBER 21, 2018

I am thrilled to introduce my most recent report, ‘Instill a Security Culture by Elevating Communication’. This is an update of my 2011 report “How To Market Security To Gain Influence And Secure Budget’. A different time called for a completely revamped report (read on to see what’s changed). To me, this always has been […]

Culture 36

Culture Report Communication Marketing 36

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. Doing so propels the culture to manifest itself. Together, we toured, listened, shared, asked questions, and engaged with the company’s top CX executives. And this program was recently expanded to include low-income veterans.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. If you change course every month, you’ll never go anywhere.”

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. It complements other CX metrics but is less likely to stand alone. 14% had never used NPS at all. 15% targeted solely B2C clients.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Magellan Solutions

FEBRUARY 14, 2024

They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. Case Study 2: Maxicare Healthcare Corporation Maxicare, a leading HMO in the Philippines, partnered with Accenture in 2011 to outsource their finance and accounting functions. This raises satisfaction.

Call Center 98

Call Center Healthcare Company Hospitality 98

ShepHyken

MARCH 21, 2017

Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Horizon CX

JULY 15, 2019

Clearly the decision, in that case, was to transform a culture rather than check the box on a form. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. That didn’t exist back then.

Course 113

Course Training Entertainment Exercises 113

Magellan Solutions

MAY 6, 2024

Examples of onshore outsourcing: Outsourcing within the same country Key advantages of onshore outsourcing: Cultural and linguistic alignment Faster communication Further, onshore providers may be better qualified to navigate domestic regulations and compliance requirements, reducing their clients’ administrative burden.

Resources 97

Resources Telecommunications Return on Investment Culture 97

CSM Magazine

MAY 16, 2023

Gary Gilburd, chief executive at Sigma Connected said: “This is one of our proudest moments to be recognised on a national scale for our culture, our values and how we treat our employees. That has driven a culture of support and respect which has been key in us achieving this tremendous milestone.

Connections 52

Connections Telecommunications Culture Government 52

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. We sat down with her to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale. At Jobber, we really care about culture.

Customer Success 94

Customer Success Abandon Rate Culture Customers 94

Russel Lolacher

JUNE 29, 2021

Communication and engagement strategy – Since the 2011 Peace region flood, we’ve been working with districts to share before, during and after updates to show our responsiveness, recovery and work to reconnect communities during fires, floods and extended closures. .

Social Media 98

Social Media Infographics Travel Government 98

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Magellan Solutions

JUNE 17, 2019

Since 2011, more and more US companies rely on Filipinos to do outsourcing work. Cultural Adaptability. The Philippines has a rich historical culture. Its receptiveness to Western culture and ideas can be traced back to 400 years of shared culture with Spain and the US.

Telecommunications 70

Telecommunications Government Call Center Culture 70

Daniel Group

FEBRUARY 5, 2021

Butler’s a client of ours since 2011. It’s starting to be ingrained more in our culture, our leadership buy-in. And we have the amazing leadership group right now that takes our mission and our vision, and we are in the middle of that cultural transformation that we are living it and breathing it. So thank you a lot.

Effort Score 111

Effort Score Leadership Groups Survey 111

Service Untitled

AUGUST 27, 2012

Every employee should be trained in customer service; monitored and evaluated with the ultimate purpose of improving student achievement, school culture, and in the positive development of teaching and learning relationships. How to improve customer service in the digital world Wachovia turned into Wells Fargo in March 2011.

Customer Service 61

Customer Service Handbook Hospitality Conference 61

Customer Guru

JANUARY 3, 2018

The next lap of the journey began in 2011 when Matrix Partners made its first investment with us. Since 2011, it has been a completely different journey, scaling the number of units across Chennai, Gurugram, Mumbai, Pune, Navi Mumbai, Chandigarh, and Delhi, whilst keeping the ground solid and improving consistently.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

Magellan Solutions

MAY 3, 2022

Back in 2011, Vodafone had moved two of its call center operations to Egypt and India. Wells Fargo, the fourth-largest bank in the world, already had its operations in the Philippines since 2011. What sets the Philippines apart from other countries is its close cultural ties with the West, its accent, and the cost of labor.

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

MAY 6, 2024

Founded in 2011, HelloFresh has been thriving in the fast-paced atmosphere of the 2020s. This company offers a diverse menu of food from many different cultures and for people in all walks of life. While this has driven the growth of the fast-food market, it has also opened a space for healthier delivery options.

Innovation 52

Innovation Technology Policies Culture 52

Russel Lolacher

SEPTEMBER 20, 2022

Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. One of the best employee experiences I’ve had in my very long career, and it’s mostly because they’re very, our culture is very people first. What can trigger it.

Culture 111

Culture Study Leadership Employee Experience 111

AWS Machine Learning

JULY 15, 2024

Idiom detection and replacement Idiom detection and replacement is vital in dubbing English videos to accurately convey cultural nuances. She is also the recipient of the Best Paper Award at IEEE NetSoft 2016, IEEE ICC 2011, ONDM 2010, and IEEE GLOBECOM 2005. She holds 30+ patents and has co-authored 100+ journal/conference papers.

Video 107

Video Entertainment e-support Innovation 107

C3Centricity

AUGUST 12, 2019

Procter & Gamble and Teva Pharmaceutical Industries announced the creation of a joint venture in consumer healthcare in 2011. These are usually based on basic human needs , which cut across cultures. Expand your business model. This makes them particularly useful for regional and global brands.

Innovation 138

Innovation Healthcare Consumers Brands 138

Magellan Solutions

FEBRUARY 2, 2022

2011 : A total of 638,000 Filipinos are working in the BPO industry—400,000 of which are working in call centers—making it the biggest and fastest-growing job providers in the private sector. Exposure to popular western culture. Foreign countries prefer to outsource jobs to the Philippines because it is receptive to western culture.

Call Center 75

Call Center Industry Contact Center Government 75

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. An international Customer Experience Strategy Expert and Customer-Centric culture transformation Specialist, Olga Guseva is a Keynote Speaker, internationally published Author, Blogger, and Consultant. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Being data-driven is first and foremost about process and culture. Partnership.

Data 64

Data Analytics Analysis Report 64

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media.

Social Media 60

Social Media Brands Customer Service B2C 60