Experience Investigators by 360Connext

OCTOBER 31, 2014

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Experience Matters

DECEMBER 22, 2014

I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online. The bottom line : Customer-centric organizations need leaders like Derrick Hall. Customer experience Employee Engagement Purposeful Leadership Arizona Diamondbacks Derrick Hall'

Culture 313

Culture Sports Employee Engagement Leadership 313

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis.

Report 229

Report Customer Experience Customer Centricity Fashion 229

C3Centricity

NOVEMBER 5, 2018

C3Centricity uses images from Denyse’s book “Winning Customer Centricity.” ” This post has been adapted and updated from ones which were first publicised on C3Centricity Dimensions in 2012 and 2013.

Brands 291

Brands How To Trends Consumers 291

C3Centricity

MAY 1, 2021

However, it is definitely worth getting your segmentation and target customer choice right. After all, they form the very foundation of your brands’ customer-centricity. . This is made available to all participants of the Customer Centricity Catalyst Classes, which you can learn more about here. . .

How To 244

How To Groups Customer Centricity Analysis 244

CX Journey

SEPTEMBER 19, 2014

Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. Actually, the better phrase, their phrase, is "obsessed over customers." customer experience customer focus customer-centric culture' Simon Sinek.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customer centric” organizations.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

AskNicely

JUNE 18, 2015

Customer service shouldn’t just be something a business should have, it should be the center of your business. Your customers are your business! No customers – no business. So How Can You Be More Customer-Centric? They put the customers first. And Wufoo is the queen of customer-centric business.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

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

C3Centricity

JANUARY 18, 2020

Even if it’s from December 2013, not much has changed and it still makes a great read; highly recommended. C3Centricity used images from the book “Winning Customer Centricity” in this post. David Aaker wrote an article on L’Oreal a few years ago that explains the above theories very well. What’s your excuse?

Brands 320

Brands Retail Consumers Innovation 320

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

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

CSM Magazine

APRIL 9, 2025

The Board of Certification/Accreditation (BOC) has reached another remarkable milestone, earning its twelfth Stevie Award since 2013. This year, BOC proudly won a Bronze Stevie Award, recognized in the esteemed “Thought Leadership in Customer Service” category at the Stevie Awards for Sales & Customer Service.

Leadership 52

Leadership Net Promoter Score Customer Service Healthcare 52

ijgolding

DECEMBER 30, 2014

If you can remember what you were doing on the 30th December 2013 you will know what I mean! Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become. If you want to read some of them, below is a small sample! JD Williams.

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

Experience Investigators by 360Connext

APRIL 30, 2015

Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Microinteractions can be ghastly too and leave the customer with a bad impression so it's helpful to pay attention! Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013.

Brands 110

Brands Retail Consulting Touchpoint 110

GetFeedback

JANUARY 8, 2020

Using automation to prevent customer dissatisfaction. In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. Because the team used Salesforce as the backbone of their customer data, they sought for a tool that would integrate with it. .

Customer Satisfaction 39

Customer Satisfaction NPS Survey Customers 39

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Those who invest in actionable knowledge transfer will see their Customer Experience efforts evolve in 2017.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. In 2013, Sequoia joined us as an investment partner and in 2015, India Value Fund, which is now called TrueNorth invested in us.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

Experience Investigators by 360Connext

JANUARY 30, 2015

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013.

Customer Service 110

Customer Service e-support Social Media Leadership 110

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

ijgolding

MAY 21, 2018

I actually wrote an article about Littlewoods in 2013 – entitled ‘re-invention and innovation’ , it serves as the perfect case study of effective business transformation. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase! You can read my column here!

Retail 186

Retail Leadership Case Study Financial 186

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. ” If you enjoyed this post, you might be interested in the following blogs: Didn’t Believe Amazon Was Customer Centric Before?

Banking 138

Banking Culture Employee Engagement CEM 138

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

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

ShepHyken

FEBRUARY 22, 2021

Here’s why the experts think empathy is the key to customer experience by Kate Rogerson. Comm100) Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

Ecommerce 112

Ecommerce Customer Service Customer Centricity Retail 112

Middlesex Consulting

JANUARY 24, 2016

On October 24, 2013, John Henry purchased the Boston Globe. Being customer-centric means putting your customers first in every significant decision that is being evaluated. This was eleven years after he purchased the Boston Red Sox baseball club. He certainly knew how to turnaround an organization in distress.

Customer Centricity 60

Customer Centricity Company Advertising Customers 60

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. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience.

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

C3Centricity

JULY 16, 2018

Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really?

Social Media 218

Social Media Advertising Brands Course 218

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. AI is put to use in a variety of ways to attract as well as retain customers.

Ecommerce 159

Ecommerce Chatbots How To Feedback 159

ijgolding

OCTOBER 16, 2017

Customer experience (CX) has changed the way I think about customers, staff and operations within organisations and I wanted to share my story so far on how as a new CX professional let myself, with the struggles, achievements and inspirational moments I have encountered over the last four years.

Customer Experience Professionals 144

Customer Experience Professionals Customer Experience Tourism Knowledge Base 144

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

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. The biggest challenge is aligning the organization towards the goal of customer centricity.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

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. In my post last year, I named 2014 “ The Year of Empathy.” CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

DCX

OCTOBER 22, 2024

Because they're more agile, more responsive, and more in tune with their customers' ever-changing needs. In 2013, they launched FastPass+, a system allowing guests to book ride times months in advance using wearable MagicBands. Take the story of a certain mouse-eared entertainment company. Sounds magical, right?

Social Media 52

Social Media e-support Innovation Course 52

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 148

Customer Service Social Media Call Center Multi-Channel 148

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