Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195.

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Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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.

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ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?! JD Williams.

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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. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Want to learn more about customer centricity?

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ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points. Fourth Layer: Managerial Rituals.

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iPerceptions

SEPTEMBER 2, 2015

With customer experience and marketing strategy advancing at such a rapid rate here are the need-to-know developments from August 2015. It's the job of the modern marketer to stay on top of all the trends and stories that are impacting the digital arena.

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Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

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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.

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iPerceptions

OCTOBER 30, 2015

Leaders across industries need to recognize how the customer experience is changing with time, and ensure that they make strides to improve their own programs. To help brands stay on top of the latest developments, here are the most impactful customer-centric stories from the month of October:

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CX University

OCTOBER 31, 2024

Participants will gain knowledge and tools that can be immediately applied in their daily work, enabling them to enhance customer satisfaction and drive competitive differentiation within their organizations. His collaboration ensures that the program is tailored to meet the specific needs of the Spanish-speaking market.

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Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

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Customer Centricity Omni-Channel Net Promoter Score Strategy 129

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

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C3Centricity

JANUARY 15, 2016

The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.].

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Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

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CX University

FEBRUARY 13, 2018

So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. What on This Good Green Earth Is a Moose, and How Does It Keep My Business from Becoming More Customer-Centric? Now, the moose is indeed a majestic, if ungainly, animal.

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ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. This year did not disappoint.

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Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

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Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

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iPerceptions

DECEMBER 3, 2015

As we enter into December, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month. And, with the holiday season in full swing, there's no better time to consider some of the major trends impacting consumer decisions.

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iPerceptions

DECEMBER 3, 2015

As we enter into December, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month. And, with the holiday season in full swing, there's no better time to consider some of the major trends impacting consumer decisions.

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Customer Centricity Trends Customers Consumers 48

iPerceptions

OCTOBER 2, 2015

The customer experience is emerging as the new competitive battleground and marketers need to have a deep understanding of the opportunities and challenges they face. Here's a roundup of the most important customer experience insights and findings from this past September.

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Customer Centricity Customers Customer Experience Marketing 48

InMoment XI

DECEMBER 20, 2017

Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.

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Customer Centricity Customer Satisfaction Customer Journeys Industry 150

InMoment XI

DECEMBER 20, 2017

Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.

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Customer Centricity Customer Satisfaction Customer Journeys Industry 150

CX University

SEPTEMBER 30, 2024

The joint venture’s mission is to cultivate CX leadership and mastery, enabling businesses to thrive in an increasingly customer-centric marketplace. As businesses in the Asia-Pacific region increasingly prioritize customer-centric strategies, the demand for skilled CX professionals has surged.

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Training Net Promoter Score Customer Experience Customer Centricity 52

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! You will find even more helpful resources posted as 2015 progresses. We’ve enjoyed sharing so much great customer service and customer experience content over these past three years. Retirement of The Monthly Mash. More Video.

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Infographics Video Resources Customer Centricity 60

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

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PeopleMetrics

JANUARY 23, 2015

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. Are we turning CX inside-out in 2015? customer feedback leads to internal improvements). It takes grit.

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ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. customer insight. governance.

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Banking Customer Experience Customer Centricity Culture 233

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?

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Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the importance of customer service, are on the rise. To view more, click here and download the complimentary report.

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Tricia Morris

SEPTEMBER 15, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. A newly-released 2015 U.K. On September 29, 2015, join us for the first view of the results from our Global State of Multichannel Customer Service Report which compares and contrasts customer service expectations and preferences from the U.K.,

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Infographics Customer Service Customer Centricity CRM 40

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty.

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Think Customers

JUNE 16, 2015

on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers. But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity.

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Strativity

SEPTEMBER 15, 2015

News and Insights September 2015. Monthly Motivation: “When the sales pitch is exceptional, the customers’ expectations are heightened to levels that are almost impossible to satisfy. When service is exceptional, you create a loyal customer. Making Customer-Centric Strategies Take Hold. Execution. .

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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?

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Customer Centricity Social Media Touchpoint Effort Score 40

Talkdesk

JANUARY 22, 2015

Especially your resolutions related to customer-centricity. Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In 2015, consumers are busy, well informed and tech-savvy. Party’s over.

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