Feedbackly

OCTOBER 30, 2023

While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. A CX program is a strategic initiative centered on placing the customer at the heart of all business operations. What is a CX Program?

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Heart of the Customer

MARCH 12, 2019

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […].

Customer Journeys 68

Customer Journeys Customer Focused Case Study Study 68

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Maz Iqbal

DECEMBER 18, 2014

I say that the way to make a significant impact on the quality of the customer experience (as experienced by the customer) is for the organisation not to focus on improving the Customer Experience. To Improve The Customer Experience Ramp Up The Quality Of Competition. Take a look at this photo.

Customer Experience 103

Customer Experience Case Study Government Study 103

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

DCX

JULY 30, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: A CX Leader's Guide to Organizational Buy-In Customer Facing Departments Product & Technology Support Functions Cross-Functional Initiatives Ready? Let’s go!

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

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. In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Customer Bliss

MARCH 8, 2016

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. In a customer-obsessed organization, however, the concepts need to be much different.

Social Media 90

Social Media Customer Experience Case Study Culture 90

Michel Falcon Experience

OCTOBER 10, 2014

It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. Being a capitalist, I focus my attention on customer experience because of revenue and profits.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Michel Falcon Experience

APRIL 23, 2019

I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study. If you know of a great customer experience story please share in the comments section of this post. After all, it stems from the top!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. However, to create a breakthrough to change the organization’s culture, you can’t stop there. NICE Systems, Inc.,

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Let’s focus on three things at work here: culture, engagement, and goals. It lives in your productivity stats, your error rates, your absenteeism, and your customer satisfaction scores. Culture is the same way.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Customer Bliss

JULY 6, 2018

The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received. With the guiding question, “how would you act if every customer were your mother?” Treat Your Customers with Humanity and Respect.

Resources 100

Resources Case Study Comparison Hospitality 100

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Win the Customer

JANUARY 4, 2016

As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. The customer experience management practices in place today are part of this shift towards focusing on excellence and investing in talent management.

Customer Experience 52

Customer Experience Leadership Case Study Customer Relationship Management 52

Maz Iqbal

OCTOBER 2, 2014

Why is it that I prefer not to business with a customer-centric business? Which supermarket chain was applauded, by many, for its customer-centred way of doing business? What was held responsible for fuelling this customer-centred way of doing business? Was this done by providing superior customer service in the stores?

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. It’s the experience that drives engagement. Or, do they? Anytimed by Seth Godin.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. Here are my top five picks from last week.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 132

Technology Touchpoint Case Study Consulting 132

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. 360 Degree Customer Experience: A Practical Approach to Holistic CX.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Confirmit

NOVEMBER 16, 2020

A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. 93% of new customers onboarded within 14 days in 2020.

Insurance 52

Insurance Case Study Touchpoint eBook 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Confirmit

DECEMBER 17, 2018

Over the past few years, focus on Customer Experience and Voice of the Customer programs has increased dramatically. For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Customers Rock!

MAY 5, 2011

And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. In fact, one of the reasons I started Customers Rock! But customer service is not enough.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Thematic

DECEMBER 10, 2023

But it’s also qualitative data analysis which, in a business context, turns customer feedback into the kind of in-depth understanding that is invaluable in guiding a customer-centric company. It provides a rich and detailed understanding of social contexts, individual perspectives, and subjective experiences.

Analysis 62

Analysis Data Social Media Feedback 62

C3Centricity

AUGUST 6, 2024

Adopting a customer-first strategy isn’t just an option these days. In 2023 I wrote a popular post covering the ten most common challenges businesses face when starting their journey to customer centricity. It is called “Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy.”

Strategy 156

Strategy Customer Centricity Culture Case Study 156

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. That’s why the online retailer now converses with its customers most frequently through text messages. Or are they?

Customer Service 79

Customer Service Policies Retail Case Study 79

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. In the case of J.W

Hospitality 48

Hospitality Industry Hotels Customer Service 48

Magellan Solutions

MARCH 14, 2023

There are several other concerns that need to be addressed, and companies have now started focusing on enhancing the quality of service. Magellan Solutions improving your call center experience Philippines Every call center manager balances many things at the same time on a day-to-day basis. This will lead to a consistent experience.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. (IBM)

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Case Study Customer Journeys 19

Magellan Solutions

AUGUST 4, 2021

There are several other concerns that need to be addressed, and companies have now started focusing on enhancing the quality of service. Magellan Solutions improving your call center experience Philippines. For example, one their priority is to increase customer satisfaction, while another is to cut costs.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52