CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? If you''ve got this fan base, you should never reach this customer experience inflection point. But, customers can''t control your internal decisions. I originally wrote today''s post for Intradiem. Time to fix that.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

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

ijgolding

JUNE 25, 2018

My CustomerThink column in April featured a piece on the retail industry – entitled ‘Transform or Die’ , it describes how critical customer focused business transformation is – the retail industry continues to struggle as the temperature in the Northern Hemisphere rises.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Their success metrics should have a clear customer focus, and their leaders should care about customer experience. The work is never done, but it is worth the effort.

Culture 139

Culture Customer Service How To Policies 139

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

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

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

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Crack the Customer Code.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. He helps employees in engaging customers through a personal connection. She is the Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

APRIL 28, 2015

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers. Being customer-focused and customer-centric translates to shareholder value.

Customer Experience 80

Customer Experience ROI Financial Customers 80

Gainsight

MARCH 1, 2024

Additionally, I foresee an increase in CS professionals ascending to executive roles, ranging from Chief Customer Officers to CEOs. The customer-led growth mindset makes us well-positioned to lead sustainable, customer-focused organizations.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Tricia Morris

OCTOBER 22, 2015

The State of Knowledge Management 2014 report from John Ragsdale, the Technology Services Industry Association (TSIA) and Coveo asked participants “If your organization was sharing knowledge as well as they possibly could, how much would it improve the productivity of your team?” Productivity.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? What did this make me think?

Customer Experience 60

Customer Experience eBook Social Media Training 60

Michel Falcon Experience

FEBRUARY 19, 2016

While I was able to learn a lot through free methods, like reading online articles on customer experience, and leveraged other affordable options by buying books, I knew it wasn’t enough. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 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 147

Customer Experience Customer Service Social Media Consulting 147

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

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Gallup views the customer as one part of the customer-centric model.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40