Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. What are their minimum expectations of you?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 319

B2B Strategy Customer Experience Customer Journeys 319

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio’s previous experience showed him that companies in B2B tech fields don’t often think about CX. Why is it important?

B2B 107

B2B Industry Leadership Conference 107

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. General Episode Overview.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. She is a force to be reckoned with as a writer and speaker on customer experience.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. Let’s continue.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 59

Leadership Customer Success B2B Customer Retention 59

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C). Craig Langlois, #CCO @BerkshireMuseum #leadership Click To Tweet. Take Care of the Basics.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

Horizon CX

MAY 7, 2021

There are roles responsible for closed-loop programs and closing the loop with customers. In B2B and B2C businesses alike, the volume depends on the breadth of services, products, and relationships these brands offer. Thank the respondent for their business and being a valued customer. Appreciate.

Culture 130

Culture Net Promoter Score Hotels Survey 130

Daniel Group

SEPTEMBER 13, 2023

Act on Customer Feedback the Right Way — Make Your CX Team Effective Have you ever wondered how to act on customers’ feedback to ensure they stick around? Let’s start with basic customer expectations. These expectations mirror many customers in the B2B markets we serve. These are: Marketing? Operations?

Feedback 52

Feedback B2B Leadership Culture 52

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 54

Leadership Customer Success B2B Customer Retention 54

Customer Bliss

JANUARY 3, 2018

Have you listened to The Chief Customer Officer Human Duct Tape Show ? From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. CX Leadership Lessons Learned.

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

Customer Bliss

JULY 11, 2017

This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience Report Innovation 0

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Is There Still Cultural Alignment? Cultures evolve, that much is clear. Cultures evolve, that much is clear.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one?

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

ECXO

OCTOBER 5, 2023

The best training in the world of Customer Experience is now available at ECXO. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. For more information, please email success@ClearAction.com with any questions or to request a conversation.

ROI 156

ROI Video Government Leadership 156

Experience Investigators by 360Connext

JULY 6, 2015

Customers don’t care who owns what part of their business , but organizations often do. This conflict leads to customer frustration and decreased loyalty. Customer challenges come in many forms. When a B2B customer is trying to determine who to call or what to do, the first line of defense is often sales.

B2B 110

B2B Net Promoter Score Effort Score Loyalty 110

Influitive

AUGUST 9, 2022

According to Forrester, only 3-6% of B2B organizations are truly “customer-obsessed” in that they embody the right amount of leadership commitment, internal culture and many other key attributes. So, for the vast majority of B2B firms, what’s missing?

Marketing 52

Marketing B2B Leadership Culture 52

One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility. For a change.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. Customer engagement should be of the utmost importance when it comes to daily company operations.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

Customer Bliss

JANUARY 25, 2018

Is your company customer obsessed? Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Clarifying the Customer Experience to be Customer Obsessed.

Leadership 175

Leadership Culture Government B2B 175

Team Support

FEBRUARY 11, 2021

A playbook for delivering the ultimate customer service experiences. The customer experience is the new marketing. Customers have stopped believing what your company says about itself. Now, customers make their decision based more on. How well you’ve designed the customer experience. Build a purpose-driven culture.

B2B 85

B2B Leadership Culture Customers 85

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. There must also be a process behind delivering an amazing customer experience.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? How about customer empathy? We know that the best brands in the world create empathy for both employees and customers. Think about your best experiences as a customer. Think about your best experiences as a customer. Employee empathy? Misery comparison.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 72

B2B Company B2C Customer Centricity 72

Customer Bliss

MAY 23, 2018

In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team. Carolyne partnered with the HR dept.

Sports 197

Sports Customer Experience Travel B2C 197

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands B2B Touchpoint Effort Score 52

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He is also one of the most published authors and Forbes contributors.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

AskNicely

MARCH 8, 2018

In case you missed it, the age of the customer has arrived with no plans of leaving us anytime soon. This means, not only is the customer always right, but the customer is always on. Customer Obsession as a Growth Strategy. In fact, customer obsession is now both non-negotiable and a recipe for growth.

Net Promoter Score 150

Net Promoter Score Competitive Advantage NPS B2B 150

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 396

Strategy Customer Experience Net Promoter Score Customer Centricity 396

Second to None

MAY 17, 2019

Cross-cultural business models are a pillar of international studies. Each country has their own way of getting things done based on their cultural norms, their histories and their general perceptions. Though often overlooked, the Midwest offers notable perks in the context of forming B2B partnerships. The Midwest. 1] [link].

B2B 90

B2B Roadmap Brands Culture 90

ijgolding

MARCH 6, 2017

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Customer Face Time.

Customer Experience 140

Customer Experience Hotels Customer Centricity Culture 140