Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. Think Smiling Companies, Happy Customers.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 85

Customer Service Customer Centricity Customer Service Training Meeting 85

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Empowering Customers By Design.

Video 40

Video Roadmap Innovation Customers 40

COPC

APRIL 6, 2018

This is truly the only way to take a customer-centric approach to monitoring and measuring the customer experience. The importance of delivering an exceptional customer experience, particularly through channels other than voice, should not be underestimated.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

ijgolding

MAY 2, 2017

However, the United ‘story’ did not end once they reached a settlement with David Dao – the unfortunate United ‘customer’ who was dragged from the aircraft in April. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. on March 2, 2017.

Airlines 181

Airlines Customer Centricity Policies Travel 181

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Maturity Model.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies. To learn more, listen to the on-demand webinar.

Customer Centricity 37

Customer Centricity Insurance Contact Center Groups 37

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. It is time to resonate with customers—and stop wasting money.

Customer Centricity 137

Customer Centricity Case Study Sales ROI 137

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Culture 83

Culture Company Customer Centricity Travel 83

ijgolding

NOVEMBER 29, 2016

With the creation of the Customer Experience Professionals Association in 2011, it is only in the last five years that the skills and competencies required for an organisation to become continuously and sustainably customer centric have come to the fore. The big question is why?

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

Beyond Philosophy

DECEMBER 5, 2017

The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge. Second, it involves a commitment to a customer focus. 13 November 2017. 21 November 2017. <

Call Center 111

Call Center Contact Center Training Study 111

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ijgolding

OCTOBER 16, 2017

The natural step for me was to get involved in promoting CX within my place of work to become more customer-centric, but this was my first negative hurdle. Profits, revenue, up-selling and anything financial base was a priority which had a massive impact in their way they delivered their customer experience.

Customer Experience Professionals 144

Customer Experience Professionals Customer Experience Tourism Knowledge Base 144

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Never underestimate the customers expectation in CX.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Customer Guru

MARCH 7, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. Especially, driving Quality and Customer Experience initiatives is very close to my heart. About Atos. Think Outside In’.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

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. Megan Germann – CCXP, Author, Voice of the Customer Advocate. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. Here are my top five picks from last week.

Customer Service 15

Customer Service Chatbots Social Media Loyalty Programs 15

ShepHyken

AUGUST 21, 2017

1 0 Things That Matter to Customers and How These Affect Your Business [Infographic] by Adel Zsurzsan. Transcosmos) In a customer-centric industry, your business should be able to identify and relate with customers’ wants and needs. These concepts are important to every business. For information contact or www.hyken.com.

Customer Service 19

Customer Service Infographics Fashion Social Media 19

Beyond Philosophy

DECEMBER 20, 2016

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience. 10 BIG Ideas for Customer-Centric Success. Top 7 Tips to Create a Customer-Centric Culture.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. How do you know what your customers’ expectations are? Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. It has been slightly modified. But what are you doing to design a better experience?

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ijgolding

JANUARY 24, 2017

Whilst the Gulf Region is by no means lagging in its adoption of Customer Experience tools, techniques and methodologies compared to many parts of the world, the overt demonstration of understanding the significance of the ‘end to end customer journey’, not just customer service, has been lacking.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

CX Journey

JANUARY 3, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture.

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

Oracle

JANUARY 13, 2020

For example, during the 2017 hurricanes that affected Texas, the Gulf Coast, and the Southeastern US, said Baldwin, retailers like Macy’s, Home Depot, and Lowe’s provided materials and financial support to communities. This included uniting in-store and digital experiences, and developing new partnerships.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Dave Jackson. He’s currently serving as the CEO at TheCustomer.Co

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Verint

JUNE 21, 2017

They have an intrinsic understanding of what it means to be customer-centric in the work they do. I learned that the short vision/mission statement we had developed for the steering committee wasn’t enough, so we followed up with a list of expectations of committee members: Model customer-centric behavior.

Management 37

Management Effort Score Customer Centricity Customer Satisfaction 37

Verint

NOVEMBER 16, 2017

Three of the five business opportunities that are outlined and most relevant to customer engagement strategies include “Get closer to customers,” “Optimize knowledge work,” and “Increase scale and speed.”. Check out this list of AI Influencers 2017: Top 30 people in AI you should follow on Twitter from the IBM Watson marketing team.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Communicate and align the organization around a customer-centric model. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Verint

SEPTEMBER 29, 2017

Senior executives ‘walk the walk’ in firms that are truly customer-centric. Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. The next big question is how do you keep it going along the journey to build and maintain a customer-centric culture.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Knowing your customer allows you to select the best communication channels to use for better CX.

Customer Experience 119

Customer Experience Social Media Self Service Multi-Channel 119

NobelBiz

FEBRUARY 21, 2023

For example, when a call center agent is on-call, RPA bots may reply to common client inquiries, get relevant customer data, and route customer complaints to the proper agent, among other tasks. billion in 2017 to $10.4 Customer service is one of the best sources of word-of-mouth promotion for any business.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52