ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! ENABLE people to have a customer focused mindset.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Customer Bliss

JULY 19, 2016

It’s an unfortunate reality that many companies, despite the rise of CCO and CX work, still are not entirely clear how to value customers. Wharton (at UPenn) did research on S&P 500 Index companies from 1972 to 2013. Customers as assets with leadership recipe cards. For example, let’s talk about customers as assets.

Leadership 100

Leadership Customers Customer Centricity Customer Focused 100

Vonage

MARCH 2, 2017

According to The Institute’s latest UK Customer Satisfaction Index (UKCSI) some of the biggest frustrations that customers have relate to the speed of complaint handling and the attitude and abilities of staff. Under these two metrics, organisations are still scoring, on average, lower than they were in 2013.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

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 111

Ecommerce Customer Service Customer Centricity Retail 111

Beyond Philosophy

JANUARY 16, 2018

Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

transcosmos Information Systems

FEBRUARY 13, 2018

While many were skeptical about this idea, Bezos proved them wrong when his company made actual drone deliveries for the first time to customers in the UK in December 2016. Bezos’ propensity for using technology to enhance the customer experience comes from his belief that companies should develop “ obsessive customer focus.”.

Customer Care 84

Customer Care Customer Centricity Policies Customers 84

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

JANUARY 3, 2018

In this candid interview with Customer Guru, Mr. Patel talks about the changing perception of CX in India. He also shares his thoughts and insights on how to align employees of an organization towards becoming more customer focused. One can only imagine how customers would have really felt!

Consulting 83

Consulting Customer Service Customer Centricity Transportation 83

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. Depending on the kind of business, some departments might have zero interaction with the end customer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Beyond Philosophy

NOVEMBER 26, 2015

However, according to the study, after $35 the rides are a better deal than Yellow Taxi (using data from 2013). . Bad profits are when a provider of a good or service looks for ways to generate more profit from their Customers by finding new ways to charge more. Bad profits are not Customer-focused.

Hotels 60

Hotels Airlines Consulting Policies 60

Forrester

APRIL 6, 2015

If it''s not a transformation to make the company more customer-focused , you''re making a mistake. Technology and economic forces have changed the world so much that an obsession with winning, serving and retaining customers is the only possible response. This customer-driven change is remaking every industry.

B2B 40

B2B Banking Measurement Video 40

Innovative CX

AUGUST 10, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

CSM Magazine

OCTOBER 6, 2015

Hitachi Capital Consumer Finance (HCCF) is leading the finance industry in using customer feedback to shape both its service and products. . This customer focused approach has driven significant growth, with the lender providing a loan every 60 seconds.

Feedback 40

Feedback Retail Social Media Touchpoint 40

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. Penney’s ecosystem was misunderstood and disrespected.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Oracle

JANUARY 13, 2020

Gass joined Kohl’s as Chief Customer Officer in 2013, and was tasked by the then-current CEO to provide a fresh perspective to the digital and marketing organization. “The rules have changed,” Goss said in regard to how retailers operate in today’s technology-driven, customer focused environment.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

Avaya

OCTOBER 25, 2017

Key service roles are more customer focused, and alternative channels improve engagement. For example, using HD video conferencing and screen sharing, customers can remotely complete the full, end-to-end sales application process with on-site specialists.

Banking 58

Banking Innovation Brands Self Service 58

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. In 2013, a guest named Mike McCready tweeted that his room’s view wasn’t so nice. Shep Hyken. Their online reputations are remarkable too.

Hospitality 48

Hospitality Industry Hotels Customer Service 48

Natalie Petouhof

FEBRUARY 2, 2016

Winning an Excellence Award is a great honor, but the real winners are the organizations themselves and their customers and clients because of the innovation and customer focus they demonstrate.”. “The winning programs deliver meaningful business results to their organizations.

Groups 40

Groups e-support Conference Innovation 40

Beyond Philosophy

JUNE 11, 2015

Now, we come to retailers which had customer loyalty programs, usually of long-standing, and elected to discontinue them.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

ShepHyken

APRIL 3, 2023

and 8.00, after which she fully focused on her paying job as an editorial assistant. As the platform grew, she left Vogue in 2013 to focus on creating a curated e-commerce platform for ‘Into the Gloss’. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. A great listen!

Self Service 9

Self Service Customer Service Retail e-support 9

Verint

JULY 11, 2017

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired business outcomes.

Gamification 35

Gamification Employee Engagement CRM Sales 35

LiveChat

APRIL 3, 2017

That’s the kind of experience that’ll turn a regular customer into a loyal brand advocate. There’s no substitute for a great customer experience. Amazon has long invested heavily in creating the best possible customer experience for their community. Being customer-focused allows you to be more pioneering.”

e-support 51

e-support Retail Customer Service Representative Innovation 51

Magellan Solutions

OCTOBER 18, 2016

Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013.

Customer Base 40

Customer Base Social Media ROI Customer Retention 40

Helen Dewdney

AUGUST 9, 2019

Gavin Patterson was CEO of the BT Group from September 2013 until February 2019. He spent an hour each day responding personally to customer emails. He believes that customer feedback is the single most important category of information coming into the business. Businesses would do well to always keep that in mind.

Case Study 56

Case Study Poor Customer Service Social Media Study 56

CustomerSuccessBox

DECEMBER 6, 2021

He is a Customer Success executive with experience in building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. Dave Jackson.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

ClearAction

JANUARY 14, 2015

Need for a Customer Experience Management Strategy Model. A quick comparison of data in the new B2B report with Forrester's 2013 State of Customer Experience survey (which is predominantly based on B2C firms), shows the figures are roughly the same for the top obstacles to CXM success: Lack of clear customer experience strategy.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

SurveySparrow

JANUARY 28, 2020

SurveySparrow: You’ve worked with some recognizable companies in the past and then by the year 2013, you founded Heart of the Customer. But if that worked, would your customer experience be broken in the first place? SurveySparrow: Besides being its founder, you are also the Journey Mapper-in-Chief of Heart of the Customer.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Kustomer

JANUARY 21, 2021

As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. Furthermore, find your first win and build upon it. I love that.

B2B 72

B2B Company B2C Customer Centricity 72

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Chattermill

AUGUST 29, 2018

In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs. Nunwood wants to rewrite the book on what it means to provide an excellent CX.

Technology 40

Technology Customer Experience Consulting Survey 40

Chattermill

AUGUST 29, 2018

In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs. Nunwood wants to rewrite the book on what it means to provide an excellent CX.

Technology 40

Technology Customer Experience Consulting Survey 40

SmartKarrot

JUNE 22, 2022

Back in 2013, it was quite rare to hear terms like billion-dollar valuation, unicorn valuation, or unicorn startup. Customer-focused. These companies work towards one primary goal – to make it easy for their customers (other businesses) to accomplish their operations with ease.

B2B 11

B2B How To Innovation Meeting 11

Pointillist

AUGUST 18, 2021

You are always approaching business problems from the customer perspective. ” Now, he was a man ahead of his time, because this was 2013, ’14. And I think we need to do that digitally.” But he’s absolutely right. Now it was a game changer for me because I thought about it.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

SmartKarrot

MARCH 8, 2022

Emilia has won several accolades for her role in the Customer Success industry, including our ‘Top 50 Customer Success Influencers 2022’ list. The Vice President of Customer Success at Proton, Emily Garza, is a passionate, customer-focused strategist driven to prove customers with impactful and valuable experiences.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21