inQuba

OCTOBER 17, 2018

For Rob Lewis, vice president of Beaurepaires, a network of 230 Australian tyre retail outlets owned by Goodyear, the idea of customer centricity was something the company desired, but didn’t really know how to go about implementing. Their NPS (Net Promoter Score), for example, has moved from 65 in 2014 to 78 today.

Customer Centricity 45

Customer Centricity Net Promoter Score Retail NPS 45

Doug Leather

MAY 15, 2014

As somebody who evangelises a customer-centric business model as one of the only ways of building meaningful competitive advantage for most organisations today, my assessment is that these priorities are a ‘step backwards.’ My comments on a couple of these 2014 investment priorities. What are your thoughts and observations?

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57

Maz Iqbal

OCTOBER 2, 2014

Why is it that I prefer not to business with a customer-centric business? Which supermarket chain was applauded, by many, for its customer-centred way of doing business? What was held responsible for fuelling this customer-centred way of doing business? Allow me to share my answer by referring to the UK grocery market.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Brand Ambassadors focus on the people-side of business, which can be seen in the amount of customer recognition they generate.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

CCO Council

APRIL 16, 2014

I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. The CCO Council defines a chief customer officer as the customer-facing executive who is ultimately accountable for customers and who is driving customer strategy at the highest levels of the organization.

Study 74

Study Chief Customer Officer Fashion ROI 74

Strativity

FEBRUARY 1, 2015

The results of Strativity’s 2014 Customer Experiences in Action Study provide insight into the characteristics of a successful customer-centric company, including five core customer experience components on which companies must focus to become customer-centric.

CEM 40

CEM Study Customer Experience Customer Centricity 40

Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice?

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice?

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

PeopleMetrics

JANUARY 23, 2015

Culture” took home the prize in 2014. The customer experience (CX) space has experienced a similar trend. Temkin Group recently predicted that this will be the year of the employee, and MCorpConsulting states that customer-centric culture is a top priority for companies serious about customer experience improvement.

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

CX University

OCTOBER 12, 2021

CXU originally developed its CX programs following the rubric issued by CXPA in 2014. New questions were written to assure current job tasks, skills, and abilities were represented based on contemporary CX practice.”. CXPA revised its rubric after commissioning a detailed 2020 job analysis study.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! Monday 29th September 2014. Tuesday 30th September 2014. Wednesday 1st October 2014.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

Experience Investigators by 360Connext

OCTOBER 1, 2014

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014.

e-support 274

e-support Social Media Consulting Customers 274

Amity

DECEMBER 18, 2013

The evening’s guest speaker, Kia Puhm, VP of Customer Experience at Oracle, has extensive experience fostering and evolving Eloqua’s customer experience department. She outlined key aspects of Eloqua’s Ideal Customer Experience (ICE) program, “customer bill of rights” and Customer-Centric Organization.

Customer Centricity 48

Customer Centricity Customer Success Groups Analysis 48

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. About the CEM Certification Program.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

C3Centricity

OCTOBER 1, 2019

I hope they inspire you to do the same and to aspire to exceed customer satisfaction whenever and wherever you can. to be the Earth's most customer-centric company, where customers can find and discover anything they might want to buy online.". That makes it crystal clear how customer centric they are.

Customer Satisfaction 219

Customer Satisfaction Hotels Marketing Customer Centricity 219

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

Experience Investigators by 360Connext

OCTOBER 31, 2014

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?

e-support 197

e-support Social Media Consulting Customer Centricity 197

Beyond Philosophy

JULY 19, 2018

In 2014, an essay in the Journal of the Royal Society of Medicine showed that while 62% of citizen’s in the UK said they were willing to donate organs, only 31% were on the actual registry. But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? 2014): 56–60.

Policies 199

Policies Customer Centricity Government Video 199

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. ” The Deliberate Timeline Of Improvement.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Comm100

JULY 23, 2019

With all the talk about customer-centricity and customer experience being the next battleground for corporate growth , even more so than price, it follows that live chat is a mission-critical communication channel. So why would you risk it going offline because your chat vendor can’t meet your availability requirements?

Communication 115

Communication Social Media Chatbots Customer Centricity 115

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Beyond Philosophy

NOVEMBER 10, 2014

There is sometimes a misconception that customer churn doesn’t represent much business, but this isn’t true. JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 Your existing customers are far easier to upsell. 26 August 2014. < 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Customers are willing to pay more for the experience qualities that matter most to them. ( PWC, Consumer Intelligence Series – Customer Experience ). Customer-centric companies are 60% more profitable than companies that are not focused on the customer. Deloitte & Touche, Customer Centricity 2014 ).

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

ijgolding

DECEMBER 1, 2017

I published my first book – Foundations for Customer Centricity – in 2014. I wanted to get a message out there – the essence of the message being, the further away you get from the customer, the more you get paid and the more important you become.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

InMoment XI

MARCH 14, 2023

We’re a value-added distributor with almost 2K engineers globally who work on designing a journey to help our customers get their products to market in a complex supply chain. 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

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

JULY 19, 2016

If you have not come across them, to put the size of the organisation into context, In 2014, EasyJet carried more than 65 million passengers, making it the second-largest airline in Europe by number of passengers carried, behind Ryanair. Being a customer centric leader requires a lot more than just TALKING about it.

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120

Experience Investigators by 360Connext

APRIL 30, 2015

Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Added by Anne Reuss on Feb 28, 2014. 0 likes.

Brands 110

Brands Retail Consulting Touchpoint 110

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. What does "persona non grata" mean?

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Experience Matters

JANUARY 6, 2015

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

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Investigators by 360Connext

JANUARY 30, 2015

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?

Customer Service 110

Customer Service e-support Social Media Leadership 110