Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 2: Customer-Focused Processes. Element 1: Organizational Culture. A Closer Look.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

ECXO

MARCH 6, 2025

Leadership must establish a clear vision for what great customer experience looks like for the organization and articulate why it matters for the companys future. Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JANUARY 27, 2022

Whatever they choose, I can tell you with certainty that when customers have a negative experience, they develop a negative perception of the brand. And this negative perception doesn’t stop with one person, research indicates that an individual’s negative experience with a brand is shared with at least five other people.

Airlines 397

Airlines Customer Experience Policies Financial 397

BirdEye

MARCH 27, 2025

Your Instagram username is more than just a handleits your brands digital first impression. Before a potential customer clicks “Follow” or engages with your content, your username sets the stage for how they perceive your business. Looking for Instagram username ideas? Table of contents What is an Instagram username?

Brands 52

Brands Tips Social Media Examples 52

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. Its tools track customer sentiment, monitor brand mentions, and provide detailed analytics across various channels.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Customer experience is happening whether you invest in it or not. Success is really about customer experience management. Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

FEBRUARY 3, 2025

Frustrated, the customer takes to Twitter or Google Reviews to vent, warning others about the poor service. Impact: Negative reviews harm a brands reputation, driving away potential leads before they even reach your sales funnel. These advocates drive word-of-mouth referrals, one of the most powerful forms of marketing.

Sales 263

Sales Customer Experience e-support Examples 263

ECXO

JULY 1, 2024

It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. In today’s customer-focused business world, these insights are more important than ever. Consider Jung’s theory of collective unconscious.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

TechSee

NOVEMBER 27, 2024

By actively listening to customers and gathering relevant information, enterprises can tailor their communication and service offerings accordingly. When customers feel heard and valued, they are more likely to develop trust and loyalty toward the brand. Encourage employees to escalate customer concerns promptly.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

ECXO

OCTOBER 14, 2024

We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. But worry not!

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

ShepHyken

DECEMBER 23, 2024

What role does human interaction have in today’s changing customer experience world? How can companies create a customer-focused experience from before a purchase to after? Ensuring a positive customer experience means simplifying and enriching every aspect of the customer’s journey, product, and service.

Customer Experience 83

Customer Experience Handbook B2C B2B 83

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

JANUARY 21, 2025

Reputation Ruined: Apex went from being a beloved brand to a cautionary tale in the tech world. Make Customer Experience a Strategic Priority Lesson: Never treat customer experience as an afterthought. Apexs downfall started when they dismissed customer complaints and feedback. By then, it was too late.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

OCTOBER 7, 2024

By championing the customer experience, you contribute to a world where people feel valued and connected. Your work creates ripples that extend into communities, influencing how individuals interact with and perceive the brands they choose to engage with. Employees are the frontline ambassadors of customer experience.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Establish customer centric values.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

ECXO

APRIL 10, 2024

Drawing a parallel between these concepts and customer experience, we find that the ‘frequency’ of customer emotions can significantly impact their experience with a brand, product, or service. Take, for instance, a brand that consistently delivers quality products, and excellent service, and values its customers.

Connections 334

Connections Customer Experience Social Media Analysis 334

Zeisler Consulting

JANUARY 28, 2025

Briefly, I noticed that , absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not need costly humans to handle), the new technology would actually decrease CX in the long run because brands would be less driven to address the root causes of issues. Sound familiar, AI?)

Contact Center 93

Contact Center Brands Resources System 93

Lumoa

FEBRUARY 7, 2023

VoC delves beyond the surface level of customer feedback to uncover their underlying desires, requirements, and expectations. By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image.

Analysis 396

Analysis Data How To Customer Centricity 396

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused.

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. So, lets get right into it: In five words or less, what does CX mean to you? Five words are not easy!) So be ready.

Customer Experience 91

Customer Experience Sports Customer Service Training Video 91

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. The strength of your organisation’s capability to listen, understand, and act upon customer feedback is crucial.

NPS 195

NPS Customer Centricity Automotive Culture 195

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. Ryan Ostrom , Chief Marketing Officer and former brand leader at GNC, Yum! ” To learn more visit www.8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

ECXO

JUNE 23, 2024

Happy customers are more likely to become brand advocates, spreading positive word-of-mouth and driving referrals. From the company’s perspective, customer success is a strategic asset. Ensuring customers are thriving, it directly contributes to reducing churn rates and increasing lifetime value.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

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. Great customer experience means better business results. Consistency.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

CloudCherry

SEPTEMBER 19, 2018

With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team. Increased sales. Reduced costs. Opportunities to improve your bottom line.

ROI 256

ROI Financial CEM Metrics 256

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Facebook branded page. Customer Service Calls.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

CloudCherry

SEPTEMBER 9, 2019

“Customer Experience, I believe, starts with a combination of customer understanding (What are our customers telling us? and a customer experience strategy that’s aligned with business strategy, a brand strategy, and the Brand promise. True customer focus isn’t a strategy—it’s a way of being.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? So what’s a fearless CX champion like you to do?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

InMoment XI

AUGUST 3, 2023

Businesses can prioritize areas for improvement, focusing their efforts on delivering meaningful experiences that leave a lasting positive impression on customers. Improved Customer Experience With unstructured data analytics, organizations can adopt a proactive approach to customer experience management.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

SEPTEMBER 19, 2024

End-to-End Customer Experience vs Customer Journey The difference between end-to-end customer experience and the customer journey is that one of them is business-focused while the other is customer-focused. The customer journey maps out the path a customer takes and focuses on individual touchpoints.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Blake Morgan

NOVEMBER 5, 2024

                                                                                 Many brands today focus on retaining customers through personalized, data-driven experiences. Human oversight keeps experiences aligned with brand standards.

Strategy 59

Strategy Leadership Connections Brands 59

ShepHyken

NOVEMBER 18, 2024

Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy.

Customer Service 74

Customer Service Loyalty Customer Satisfaction Customer Service Training 74

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261