Alida

JUNE 23, 2017

To truly understand Amazon’s success, you have to go back to its founder, Jeff Bezos, whose obsession with customer-centricity is widely publicized. “If If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Culture 83

Culture Company Customer Centricity Travel 83

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Wootric CX Blog

JUNE 7, 2019

We recently sat down with early stage investor Lee Jacobs to get his take on the connection between customer centricity and startup success. The Pipefy team interviewed me for a piece where I talk about Alessio’s dedication to the customer problem. The challenge of staying focused on the customer. Wootric: Hi Lee!

Customer Centricity 75

Customer Centricity Connections Net Promoter Score Culture 75

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. This is a law for the “non-Customer centric” organizations. Can you legislate a critical part of serving your Customers well in this way? It is critical to gain Customer’s trust in data Security.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Experience Matters

MARCH 17, 2015

Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. As Peter Drucker once said, “Culture eats strategy for lunch.” They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Customer Guru

MAY 30, 2018

We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. One of the most important customer-centric behavior is taking ownership of getting things done.

Omni-Channel 95

Omni-Channel Customer Centricity e-support Social Media 95

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Kerry Bodine

JULY 31, 2018

I initially published my thoughts on the relationship between these disciplines back in 2013 when I worked at Forrester—and watched with amusement as people debated my Venn diagrams for years to come. There’s also a lot of work that CX professionals do to improve the employee experience and corporate culture. Isn’t UX a superset of CX?

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

PeopleMetrics

JUNE 18, 2015

The process of painting by number mimics good customer experience strategy. First, outline your strategy for customer centricity. Similarly, customer understanding and strategy are the dark, framing lines of your customer-centric paint by number. So let’s take a look in more detail. It’s impossible.

Customer Centricity 48

Customer Centricity eBook Strategy Feedback 48

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

SEPTEMBER 21, 2020

Since 2013, BazaarVoice has been using Gainsight’s platform to gain insight into customer health and improve customer experience. BazaarVoice was one of the first software companies to embrace customer success ideology and practices. Gainsight and BazaarVoice have a long history together. Leveraging Gainsight .

Customer Centricity 52

Customer Centricity NPS Customer Success Innovation 52

CX Journey

FEBRUARY 17, 2015

Image courtesy of HZ University of Applied Sciences Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers. What is a stakeholder? And why should I engage with or interview one?

Customer Journeys 80

Customer Journeys Engagement Government Guidelines 80

C3Centricity

OCTOBER 8, 2017

One of the best examples of this is still Oreo’s reaction to the power outage at the Superdome during the Super Bowl XLVII in 2013. The cookie’s social media team jumped on the cultural moment, tweeting an ad that read “ Power Out? How customer-centric is yours? brand #marketing Click To Tweet.

Marketing 120

Marketing Social Media Loyalty Brands 120

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

C3Centricity

NOVEMBER 15, 2015

Stories exist in all cultures. This post has been adapted and updated from one which first appeared on C3Centricity in 2013. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. And websites and Fan pages now make it a necessary skill for brands too.

e-support 120

e-support Brands Connections Infographics 120

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Customer Experience Collaboration Wins Championships (4-point checklist). Why this order?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Beyond Philosophy

JUNE 11, 2015

From my perspective, the second explanation is good common sense; however, the first statement is really questionable, even counterintuitive if a subordinating goal of loyalty behavior is to help drive customer-centricity. In the U.S., regional supermarket chain Publix has no loyalty program. The post Loyalty Programs!?!

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Beyond Philosophy

JUNE 12, 2015

The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy. It became part and parcel of our on-going communication and worked its way into the fabric of the organization culturally.”. Make Sure Your Customer Experience is “On Trend”.

Net Promoter Score 60

Net Promoter Score Customer Experience NPS Trends 60

CX Centric

MAY 31, 2024

According to Bain and Company, a five percent increase in customer retention can increase the profits by 25 percent to 95 percent. So what do the customer obsessed companies do differently than most of the other organizations are merely doing a lip service of being customer centric. Here are some of the differentiators.

Customer Experience 52

Customer Experience Company Strategy Government 52

Strativity

AUGUST 19, 2014

a global customer experience research and consulting firm specializing in driving employee engagement, performance and cultural transformation, has been named to Inc. 500|5000 is ranked according to percentage revenue growth when comparing 2010 to 2013. Hackensack, NJ (PRWEB) August 19, 2014. Strativity Group, Inc., and the Inc.

Company 40

Company Conference Employee Engagement Consulting 40

Talkdesk

SEPTEMBER 1, 2016

Year after year, they’ve succeeded by hiring motivated employees and cultivating a company culture that values teamwork and a sense of pride in what they do. Another customer service award winner, DoorDash, took home the prize for “Most Customer-Centric Culture” in Talkdesk’s inaugural Customer Awards.

Company 41

Company Customer Service Airlines Customer Centricity 41

Joe Rawlinson

JULY 8, 2015

Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Another way to stay ahead of the game is to optimise the way in which you interact with customers over their mobile devices. Ongoing social engagement.

Customer Service 60

Customer Service Social Media Ecommerce Retail 60

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. With customer-centric success criteria in place, turn to innovative workforce. management (WFM).

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

CSM Magazine

MARCH 8, 2023

NCS now offers a customer-centric culture, national coverage and over 60 years’ experience supporting the catering needs of customers such as Grosvenor Casinos, Pho restaurants and ODEON cinemas.

Customer Relationship Management 52

Customer Relationship Management CRM Financial System 52

PeopleMetrics

MAY 12, 2015

Since 2013, Zappos has been working toward an organizational system known as Holacracy. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion. A Call to Arms.

Employee Engagement 48

Employee Engagement Engagement Customer Centricity Video 48

Kustomer

JANUARY 21, 2021

VP of Strategy and Analytics at Walker, Troy Powell, knows that one of the most effective things a company can do to provide the best CX is to unite every department and to become more customer-centric across the board. Tips for Transforming a Customer-Centric Business. This team can be assembled from any department.

B2B 72

B2B Company B2C Customer Centricity 72

SurveySparrow

NOVEMBER 15, 2019

I think it was in 2013, while covering the marketing and advertising space, that I started hearing more and more about the need for companies to be more customer-centric in order to transform the user experience. Judith: It comes down to understanding customer expectations and aligning those with the company’s brand promise.

Advertising 71

Advertising Chatbots Survey e-support 71

Thematic

SEPTEMBER 6, 2018

Still today, NPS is integrated into Symantec’s business, and a big part of its customer-centric culture. When Allianz adopted NPS, there was a high customer acceptance of the survey. Airbnb kicked off their NPS program in 2013. Allianz shows there is a link between NPS and organic growth.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. Companies need to be agil e in meeting customer needs for personalization through the enablement of their organization’s culture -across the board.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Magellan Solutions

AUGUST 1, 2021

Startup cultures are known for their ambition and drive. . A positive experience can lead to a purchase and brand loyalty— as a recent Forbes article highlights that customer-centric companies are 60% more profitable than companies that don’t focus on customers. Huge corporations focus on CX above anything else.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

Stella Connect

MAY 4, 2017

How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand? Since 2013, Amber has served as Contact Center Site Manager for U.S.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Customer Alignment

DECEMBER 7, 2017

12 of the top KPMG Nunwood Customer Experience Excellence 100 have moved up more than 50 places in the ranking since 2013 and 8 have moved up more than 100 places. There is a real and present risk to this movement towards greater customer centricity and ultimately better experiences for our customers.

Report 40

Report Customer Experience Hotels Travel 40