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. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

InMoment XI

APRIL 3, 2023

Every customer feedback data source should have a clearly defined purpose, owner, and governance (i.e., Otherwise, customer feedback goes into a bottomless pit… and eventually, you’ll stop receiving it. Sandeep Garg, our Chief Product Officer, is the most customer-centric product leader I have ever worked with.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

InMoment XI

JANUARY 12, 2024

Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

C3Centricity

FEBRUARY 18, 2019

I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! Anything that moves us toward increased customer satisfaction from our digital marketing efforts is great.

Marketing 222

Marketing Chatbots Self Service Conference 222

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands.

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Consumers 72

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. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

ClearAction

DECEMBER 12, 2017

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Steps and issues are listed in the Customer row. Image licensed by ClearAction from Shutterstock.

Customer Centricity 54

Customer Centricity Return on Investment Customer Experience Design Conference 54

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity CEM Social Media 110

ShepHyken

JULY 8, 2019

Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. by Roger Dooley.

Customer Service 122

Customer Service Social Media Customer Experience Professionals Customer Care 122

CX University

MAY 23, 2023

The CX Professionals Association (CXPA) recently organized the CX Leaders Advance Conference, bringing together CX experts, thought leaders, and enthusiasts from around the world. In this article, I will share key takeaways and insights from this conference.

Conference 52

Conference Customer Centricity Innovation Strategy 52

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Cadence with customers: e.g. monthly, quarterly business reviews (QBRs), executive business reviews (EBRs). training, conferences) Wellness programs (e.g.,

Customer Success 52

Customer Success How To Insurance Culture 52

CX University

JULY 31, 2018

There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on customer-facing employees proving, as reported in Journal of Applied Psychology, that this relationship is indeed reciprocal.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. It’s natural to want to protect your bottom line at the holidays.

CEM 98

CEM eBook Social Media Customer Centricity 98

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. 20:20 Customer Experience Summit. Gartner Digital Marketing Conference. When: July 4 to 5, 2017.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer Centricity 52

Customer Centricity Strategy How To Customers 52

Uplight

JUNE 17, 2019

FirstFuel has shown results for utility customers, including 25% increases in business customer satisfaction, doublings of digital enrollment/engagement and increases in conversion rates and yields in EE/DSM/electrification programs. It’s the customer. Now a bit of context on our M&A strategy.

Customer Centricity 89

Customer Centricity Conference Innovation Culture 89

Customer Bliss

MARCH 28, 2018

Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. Invest deeply in listening to your customers, both programmatically and personally, and design your solution with a target in mind. Dissatisfaction is a predictable outcome when anyone tries to be great at everything.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Beyond Philosophy

OCTOBER 14, 2014

View our books on Customer Experience here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer Centricity 52

Customer Centricity Strategy How To Sales 52

Alliance by IFS

DECEMBER 10, 2019

Learn How Astea’s Customer Centric Ensures Uninterrupted Service for the Busy Retail Industry. On a final note, the timing of this conference is perfectly aligned with the announcement that the joining of two FSM industry titans—IFS and Astea—which is still set to complete before the end of the year.

Retail 94

Retail Customer Centricity Conference Government 94

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

GetFeedback

JANUARY 6, 2020

Verint, which sells solutions in the contact center space, created a 24-foot journey map that they displayed at their customer conference. Furthermore, incomplete sampling of key personas can result in misleading conclusions about customer satisfaction. None of this is to suggest that B2C journey maps are always simple.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

C3Centricity

SEPTEMBER 12, 2016

I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight! See “ The new challenge of marketing: Customer satisfaction is not enough!

Net Promoter Score 120

Net Promoter Score Airlines Tourism Hotels 120

DCX

JANUARY 19, 2025

How are you preparing to integrate AI that truly understands your customers? Source SX Live 2024: Binge-Worthy Support Insights Last October, the Support Experience Conference (SX Live 2024) brought together industry pros to share cutting-edge insights and AI innovations for support.

Travel 52

Travel Customer Centricity Culture Brands 52

West Monroe

JUNE 26, 2018

Over the past few years, water utilities have begun to embrace the importance of a unified customer experience strategy – one that involves technological transformation, employee engagement, and process improvements. The post 3 Enablers to Water Utility Customer Centricity appeared first on The Blend: A West Monroe Partners Blog.

Customer Centricity 40

Customer Centricity CRM Employee Engagement Loyalty Programs 40

Beyond Philosophy

OCTOBER 4, 2019

Colin Shaw, global leader in Customer Experience and conference speaker, can inform and entertain your next conference audience. Colin helps the audience understand how an organization can improve their Customer Experience and become a customer-centric organization. To listen in , please click here.

Communication 25

Communication Marketing Advertising Conference 25

Beyond Philosophy

SEPTEMBER 26, 2019

Colin Shaw, global leader in Customer Experience and conference speaker, can inform and entertain your next conference audience. Colin helps audience understand how an organization can improve their Customer Experience and become a customer-centric organization. on The Intuitive Customer Podcast.

Conference 110

Conference Sales Entertainment Groups 110

Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. Without it, no matter how customer-centric your marketing is, the service you provide will not deliver on your promise, undermining the relationship. 4 Christmas customer service lessons from Santa.

Customer Service 72

Customer Service Conference Culture Customer Satisfaction 72

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Your brain won’t allow you to see it or truly FEEL it as your customers do. Customer experience is a new department , focus or strategy and leaders need a resource.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Retently

JANUARY 25, 2023

Announced during the Annual Worldwide Developers Conference in June 2020 but rolled out starting with iOS 14.5 This data can then be used to create more personalized marketing campaigns and improve the customer experience. This can lead to increased customer satisfaction and retention, which can ultimately drive more revenue.

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60