Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. For instance, what about inventing a non IVR way of connecting customers to the best resource? Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

InMoment XI

MARCH 14, 2023

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

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. You can connect with Mark on LinkedIn here. In my book Chief Customer Officer 2.0 , there is a case study on Audi’s work around cultural commitment.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. Connect with Jeannie Walters on Twitter for updates to her podcast and more. Flavio Martins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. How Do You Build A Customer-Centric Culture? Why Should You Care About CX?

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

ECXO

APRIL 5, 2021

True change happens by degrees if it is truly going to become an accepted part of your business thinking, your culture and your behaviours. The business was sold in 2014. That just makes me happy! He co-founded Mulberry Consulting in 2003 building the business into the number one Customer Experience consultancy globally.

Strategy 156

Strategy Consulting Airlines Culture 156

Vonage

SEPTEMBER 16, 2016

Potential employees must have personalities and core values that align with the company’s culture, vision and mission in addition to their technical skills. Operations-focused companies hire based on skill, looking only at education and experience with no consideration of how the applicant’s personality fits into the corporate culture.

Customer Focused 120

Customer Focused Company Infographics Poor Customer Service 120

Customer Bliss

JANUARY 19, 2018

It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad. CVS is connecting with the customers to make a positive impact in their lives.

Retail 135

Retail Culture Connections Study 135

Customer Bliss

MAY 4, 2017

She eventually was “lured away” by Concur a few years ago; she’s been there since November 2014 as VP of Customer Experience. They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. Dashboards!

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Storyminers

NOVEMBER 2, 2016

CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. I suspect that as people of different backgrounds and interests connect more frequently and share more deeply with each other, they will feel safer and more comfortable.

Policies 170

Policies Customer Experience Hospitality Insurance 170

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. Blog Culture Customer Engagement Customer Experience Featured Podcast crack the customer code customer personas linkedin podcast'

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. It’s critical to think like a human and understand the human connection as part of the customer experience! Kevin Gibson, Humana #ngce. And music to my ears was the recurring theme around being human. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. Blog Culture Customer Experience Featured c-suite leadership linkedin' And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Customer Bliss

JUNE 6, 2017

He initially joined as Director of Brand Strategy (a typical landing place for consultants), then became Director of Customer Experience in 2014 (predominantly running high member work, i.e. 100 nights+ in Starwood hotels in a given year), then took on Global Strategy and Operations for Starwood preferred guests in 2015.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. Source: Aon Hewitt Global Trends in Employee Engagement 2014 I''ve written about employee engagement and the employee experience many times.

Company 80

Company Employee Engagement Leadership Employee Experience 80

ijgolding

APRIL 29, 2015

In April 2014, the football club I have supported my entire life was on the brink of something quite special. By April 2014, led by Barry Hearn, Orient had become one of the most stable professional sports clubs in the UK. Leyton Orient, a little known football club from East London were on the brink of promotion to the championship.

Leadership 120

Leadership Financial Sports Strategy 120

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In October 2014, Vauxhall were in the midst of a huge nationwide safety recall.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

Beyond Philosophy

OCTOBER 3, 2014

Starting with the interview, they are committed to finding people that fit the culture they are trying to create. 1 UK Attraction ” on Thursday, October 30th 2014. To read more from Colin on LinkedIn, connect with him by clicking here. Oh and if you are in Edinburgh, please make sure that you visit the Royal Yacht Britannia.

Leadership 154

Leadership CEM Sports Hotels 154

Customer Bliss

MAY 31, 2018

The pillars he created were: strategy, customer understanding, design, KPI, governance, and culture/people engagement. After doing this repeatedly, he was able to help connect dots between customer issues so the problem can be solved quickly. Get a Real-Time View of Customer Chats and E-mails. About Antonio Sustas.

B2B 107

B2B Industry Leadership Conference 107

CSM Magazine

MARCH 31, 2020

Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Building a strong company culture takes time, work, and long-term commitment from all levels of a company, beginning at the top. After you’ve laid the groundwork, focus on building out the next steps to follow.

Culture 52

Culture Training Customer Satisfaction Software 52

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Michel Falcon Experience

MARCH 10, 2019

My book is titled, People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People. I define People-First Culture by building a business that your employees and customers will admire. These experiences build admired, People-First Culture companies. Simple, right? Tell Them to Invest in Themselves.

Tips 112

Tips Management Culture Employee Engagement 112

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. Customer Understanding : Listening to customers and ensuring that their feedback is shared and acted upon throughout the organization helps connect the dots for employees, who hear how what they do translates into the customer experience. In the 1980s, there was a G.I.

Customer Journeys 80

Customer Journeys Culture Training Guidelines 80

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. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Enalyzer

NOVEMBER 13, 2020

Due to the overwhelming underreported cases of workplace sexual harassment, companies must be part of a cultural change to make it safer for employees to come forward. In 2014, Jennifer Freyd, a Professor of Psychology at the University of Oregon, coined two concepts, institutional betrayal, and institutional courage.

Measurement 98

Measurement Entertainment Hospitality Hotels 98

Amity

JANUARY 11, 2018

When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. 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. What does the culture of Customer Success look like at Jobber?

Customer Success 94

Customer Success Abandon Rate Culture Customers 94

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . CEM Certification – October 21 – 23, 2014. . . Get a firmer grasp on the core concepts, winning strategies and hot topics surrounding customer-centric culture. Tomorrow: September 16, 2014. October 21 – 23, 2014 . November 11 – 13, 2014 .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Customer Guru

APRIL 5, 2018

Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Win the Customer

APRIL 2, 2015

Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The result […].

Customer Experience 52

Customer Experience Culture Study Communication 52

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. She writes (mostly) about fashion, culture, retail, and technology for publications including Vox, Glamour, CNN, Racked, Refinery29, Fashionista, i-D, Vice News, Curbed, and TheAtlantic.com. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

C3Centricity

AUGUST 12, 2019

In today’s connected world, this is vital. Optimal understanding comes from regular connection. In early 2014, Satya Nadella took over and made some radical changes which focused the company on mobile and the cloud (Azure). You can never go wrong if you start from your customers’ perspective and connect emotionally with them.

Innovation 153

Innovation Healthcare Consumers Advertising 153

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio.

Customer Success 93

Customer Success Culture Metrics Customers 93

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. She writes (mostly) about fashion, culture, retail, and technology for publications including Vox, Glamour, CNN, Racked, Refinery29, Fashionista, i-D, Vice News, Curbed, and TheAtlantic.com. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Sign up to watch Lior Arussy’s presentation from The Conference Board’s 2014 Change Management Conference. November 17, 2014.

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

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

C Space

JULY 11, 2018

Christina turns stats to story and is a lead architect of our annual Customer Quotient (CQ) study, which connects key brand relationship behaviors to stronger business performance. Some brands succeed in being authentically cool by creating a genuine cultural connection. I’m thinking of that Kendall Jenner Pepsi ad.)

Fashion 61

Fashion Culture Innovation Consulting 61

Comm100

JANUARY 14, 2016

According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. Since 2014, though, companies have made significant increases in resources they allocate to communicating with consumers on social media. Airlines have been providing this type of help for many years now.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0