C3Centricity

DECEMBER 20, 2021

It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years back. . transparency. being valued.

Technology 278

Technology Strategy Customer Centricity Hotels 278

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.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

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.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

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.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

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.

Report 120

Report Customer Connectedness Management Effort Score 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

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.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

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 [.].

Marketing 120

Marketing Case Study Video Study 120

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.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis.

Report 229

Report Customer Experience Customer Centricity Fashion 229

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.

Banking 233

Banking Customer Experience Customer Centricity Culture 233

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.

Customer Centricity 150

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.

Customer Centricity 150

Customer Centricity Customer Satisfaction Customer Journeys Industry 150

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. What might have been enough last year, is not enough this year.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. This post was written for, and a version originally appeared on SteamFeed.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

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.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

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.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Customers 74

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

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?

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

ijgolding

SEPTEMBER 30, 2014

Every single member of every single team who played a part in continuing to improve their respective organisations are proving on a daily basis how important it is to become ever more customer centric. The key for every business involved in the UK Customer Experience Awards is to achieve the magic of SUSTAINABILITY.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

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.

Customer Centricity 48

Customer Centricity Trends Customers Marketing 48

GetFeedback

JULY 11, 2018

Much of this can be attributed to the passive approach that businesses take towards customer feedback, where they expect disengaged customers to contact them with complaints or feedback they’d like to share. Never lose sight of your customer’s needs again with the help of GetFeedback. How to tell when you’ve lost touch.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Steve DiGioia

JULY 3, 2017

or, does allowing a little "customer pain" actually help? Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “ Turn Upside Down How PAIN is Perceived in Innovating CX and Brand Management”. This original article was written by Steve DiGioia.

Customer Centricity 149

Customer Centricity Innovation Brands Examples 149

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Shows that employee engagement is critical for customer experience. Flexibility.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Customer Engagement. Congratulations to this year’s winners: Confirmit. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). The breath of the issues demonstrate a very low level of customer experience maturity across the organization.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

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:

Customer Centricity 48

Customer Centricity Customers Brands Industry 48

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.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Power’s 2018 U.S. Business Wireline Satisfaction awards.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

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.

Net Promoter Score 97

Net Promoter Score Customer Experience Customer Centricity NPS 97

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. This norm creates a culture where avoiding interaction with the Customers is acceptable. You hide operational difficulties from the Customer.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

ijgolding

DECEMBER 2, 2015

” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

Engagement 96

Engagement Customer Centricity How To Culture 96

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59