Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

ijgolding

JANUARY 5, 2015

This is where it is critical that a business understands what it is supposed to be doing for its customers and has a clear understanding of what works and what does not. The problem is that too many businesses still make decisions on what it is their businesses should focus on without putting customer focused facts on the table.

Customer Experience 120

Customer Experience Innovation Customers Measurement 120

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 119

ROI CEM Consulting System 119

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

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

Maz Iqbal

OCTOBER 2, 2014

Here is what The Economist said back in July 2014: … on July 21st Tesco abruptly announced that Mr Clarke would be leaving his job, apparently prompted by a warning that profits in the first half of 2014 would come in “below expectations”. In the process Tesco came from nowhere to became the world’s second largest retailer.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Forrester

OCTOBER 10, 2014

But the reality is that focusing on CX can also do a lot for less sexy industries. to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014. And even though utilities don''t exactly captivate their customers, E.On That''s why we invited Olivier Mourrieras of E.On

Customer Experience 87

Customer Experience Automotive Fashion Advertising 87

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 Customers Industry Loyalty 192

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

Michelli Experience

DECEMBER 23, 2015

Since so many leaders see “customer experience” enhancement as critical to business success, it logically follows that customers must be delighted by all the extra effort companies are putting behind their high-priority customer-focused initiatives, right? By 2014, Mercedes-Benz USA had risen to the top of the J D.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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

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. Learn how Help Scout aligns sales and support.

Culture 139

Culture Customer Service How To Policies 139

Customer Bliss

MARCH 8, 2016

In a customer-obsessed culture guided by customer-focused decision-making , social is a channel you need to take into account. They bring delight to customers through the experiences they design, and it shows up on the balance sheet too: as of late 2014, they were selling about $1,734 per square foot.

Social Media 90

Social Media Customer Experience Case Study Culture 90

ReviewTrackers

APRIL 7, 2021

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. Become more customer-focused.

Banking 94

Banking Management Social Media How To 94

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Crack the Customer Code.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

ReviewTrackers

APRIL 2, 2019

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. Become more customer-focused.

Banking 90

Banking Management Social Media Financial 90

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

Helen Dewdney

AUGUST 9, 2019

You may well be an overworked CEO but when CEOs make corresponding with customers part of their work routine it can be extremely beneficial to business. Tesco CEO used reading customer emails to help turn stores around. When I met Dave Lewis the Tesco Group CEO soon after he started in 2014 he told me he got 2,000 emails a day!

Case Study 56

Case Study Poor Customer Service Social Media Study 56

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Oracle

APRIL 4, 2018

By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates. Instead of being transaction-focused, your strategy must be customer-focused. In 2014, the company was involved in an accounting scandal.

Loyalty 56

Loyalty Loyalty Programs Social Media Brands 56

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

ShepHyken

AUGUST 22, 2016

My Comment: As more businesses shift to an online presence (unless they started there), this article will give you some good insight to what customers want and expect. Listen to Your Employees, Not Just Your Customer by Beth Benjamin. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

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

Avaya

OCTOBER 25, 2017

Key service roles are more customer focused, and alternative channels improve engagement. Three years later, an impressive 99% of customers rate the bank’s video service as “excellent.”. Bank Muscat, the leading financial services provider in the Sultanate of Oman, is implementing a strategy for complete bank branch innovation.

Banking 58

Banking Innovation Brands Self Service 58

Amity

JANUARY 11, 2018

When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. She’s now become the Director of Customer Success and has evolved her department into three distinct teams. We sat down with her to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale.

Customer Success 94

Customer Success Abandon Rate Culture Customers 94

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

Customer Enthusiast

MARCH 30, 2016

In 2014, we moved to a new home that has a basketball court in the backyard. Most managers laud the importance of priorities such as customer service quality, customer satisfaction, and employee training. He’s been a part of three different teams that played in the league championship – winning his first earlier this year.

Training 40

Training Customer Satisfaction Retail Consulting 40

Tricia Morris

JUNE 4, 2015

But for customers, only 28% participating in the same survey felt their issues with a brand were dealt with very effectively – 41% felt the brands were somewhat ineffective or very ineffective in dealing with their issue. Honesty and trustworthiness are also seen as key to the customer in brand perception.

Brands 40

Brands Customer Service Net Promoter Score Survey 40

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

Michel Falcon Experience

OCTOBER 21, 2015

Note: I would like to put together an exhaustive list of yearly customer experience events to share with my clients and email subscribers. RELATED POST – 4 Non-Negotiable Traits of Customer-Focused CEOs . According to Forbes, the online course market hit $57 billion in 2014 – and it’s expected to DOUBLE in 2015.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Priya was awarded New England Entrepreneur of the Year in 2014 and ranked on the 2015 top 100 Entrepreneur list by the Boston Globe.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

Chattermill

JULY 31, 2019

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-centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

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? This company gets it!”.

Customer Experience 60

Customer Experience eBook Social Media Training 60

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

Chattermill

JULY 31, 2019

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-centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level.

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40