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 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

iPerceptions

OCTOBER 30, 2015

The competitive arena of customer experience continues to influence how brands develop and evolve. 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.

Customer Centricity 48

Customer Centricity Customers Brands Industry 48

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

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Alida

JUNE 15, 2016

Today, customers advise brands on where markets are going—not the other way around. According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.” Introducing the research revolution.

Marketing 100

Marketing Airlines Customer Centricity Study 100

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. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 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. My take: Customer experience is absolutely a powerful differentiator.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

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.

Customer Centricity 48

Customer Centricity Customers Customer Experience Marketing 48

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them. Not really.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

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.

Customer Centricity 48

Customer Centricity Trends Customers Consumers 48

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.

Customer Centricity 48

Customer Centricity Trends Customers Consumers 48

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Alida

AUGUST 3, 2016

Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Get inspired by your professional peers.

Customer Centricity 100

Customer Centricity Innovation Tips Insurance 100

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.

Healthcare 40

Healthcare Customer Centricity Hospitality Insurance 40

PeopleMetrics

JANUARY 23, 2015

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. Are we turning CX inside-out in 2015?

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Will it positively impact our market share?

ROI 259

ROI Customer Experience NPS Financial 259

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. I tell them they are mad!

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” 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

Horizon CX

DECEMBER 29, 2014

fundamental essence of Customer Experience, by reflecting on the year behind me. several years as an analytical chemist, entering marketing and working with. customers and publishing and speaking at conferences, getting into the field of. landing in the role of Customer Experience Manager. customer-centricity.

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric.

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

Think Customers

DECEMBER 29, 2015

Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe. Consumers' use of mobile devices continues to surge.

Customer Centricity 40

Customer Centricity Customer Experience Insurance Retail 40

CSM Magazine

JUNE 12, 2015

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. Maximizer CRM 2015 R2 – by Maximizer Software Inc. Each software application is rated according to 179 selection criteria. Sugar CRM v. 7.6 – by Sugar CRM. ISM Top 15 CRM SMB Winners.

CRM 40

CRM Software Analysis Customer Centricity 40

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

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

SuiteCX

DECEMBER 20, 2015

As marketers, we are all focused on improving our customer experience and generating more revenue. Smart marketers don’t stop there, however. suitecx ©2015, suitecx Inc. Smart marketers don’t stop there, however. suitecx ©2015, suitecx Inc. Click here to view SlideShare.

Data 100

Data Strategy Customer Experience Social Media 100

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

SuiteCX

SEPTEMBER 25, 2015

Developing a comprehensive Customer Experience (CX) strategy is more difficult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. Customer Experience: Getting past the Barriers to Success.

Customer Journeys 100

Customer Journeys Customer Experience Leadership Metrics 100

Alida

JULY 5, 2017

In 2015 alone, the world’s biggest companies spent $680 billion in research and development. But despite this significant spending, CPG companies struggle to consistently launch successful products in the market. Selling directly to consumers also offer an opportunity to collect data and feedback from customers.

Company 113

Company Retail Consumers Strategy 113

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Eptica

JUNE 11, 2020

Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Focusing consistently on the little things is essential for perfect customer service and one of the basic principles behind building trust. Published on: June 11, 2020.

Customer Service 72

Customer Service Customer Centricity Customer Satisfaction Omni-Channel 72

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. They have Customer-centric leadership.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction.

Customer Satisfaction 75

Customer Satisfaction Chatbots Social Media Omni-Channel 75

SuiteCX

FEBRUARY 15, 2016

Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc. Thought Leadership “Leaders with above average employee engagement maturity…deliver better customer experience and also have better financial results than their counterparts.”

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Beyond Philosophy

NOVEMBER 26, 2014

Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Surprisingly, too many organizations don’t deliver on the brand promise they made in their Marketing and Branding efforts, causing a disconnect between the two.

Brands 129

Brands Advertising Customer Centricity Brand Values 129