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! 3) How will the solution work for the customer? 2) What is going to be built?

Customer Centricity 54

Customer Centricity Return on Investment Customer Experience Design Conference 54

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

SurveyGizmo

NOVEMBER 4, 2020

Early in October of 2020, the inaugural North American Customer Centricity Awards recognized those organizations delivering an outstanding customer experience. Alchemer (formerly SurveyGizmo) was a finalist in the Customer Centric Culture Category. Alchemer: What were your biggest takeaways from the conference?

Customer Centricity 52

Customer Centricity Trends Conference e-support 52

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Effort Score ROI 62

ChurnZero

NOVEMBER 26, 2024

Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences. Leverage analytics and customer success metrics to track product usage, adoption rates, and customer engagement. Represent the company at industry events and conferences.

Customer Success 52

Customer Success How To Insurance Culture 52

Blake Morgan

FEBRUARY 22, 2023

Do you need a speaker for your next event, conference, or meeting? Look no further than a customer experience keynote speaker like Blake Morgan to share a motivating and engaging message about how and why to make customers central to every business decision. Not sure how your customers are feeling?

Customer Experience 105

Customer Experience Customer Centricity Case Study Contact Center 105

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding. Effort Metric Expanding. Metrics to Action Realigning.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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

Experience Investigators by 360Connext

MAY 15, 2024

The world is moving fast, and the customer experience world is no exception. Conferences, gatherings, and learning opportunities have been essential for helping me see the difference between the flash and the facts. Customer insights can now drive changes at every level of the organization.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

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

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Finally, a metric that tackles and mathematically pins down the complexity of actual product usage!

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. Annette Franz Follow @annettefranz.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. How are we doing this conference?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

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

ChurnZero

SEPTEMBER 25, 2020

Looking for more firsthand insight on bridging the gap between Customer Success and Product? Register for ChurnZero’s BIG RYG – a virtual (and free) half-day Customer Success conference – to find out how one of today’s most popular marketing platforms, Mailchimp, turned their Product team into their biggest advocate.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Alida

NOVEMBER 8, 2017

She joins Vision Critical with more than 14 years’ experience in driving customer experience programs, delivering successful initiatives and aligning departmental silos around the voice of customers. You have a strong background in driving customer experience programs from leadership positions at software companies. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Strativity

MARCH 17, 2015

CRMXchange presents an in-depth online educational event that examines the latest trends and strategies: “Shaping the Journey of the Connected Customer”, March 16-19, at [link] View Keynote. Establishing new metrics to ensure consistent high quality service. There is no cost to attend this conference.

Conference 40

Conference Connections Consumers Customer Journeys 40

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. Product Metrics Your Board Members Care About. “If The Beginner’s Guide to Product-Led Growth Metrics.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Experience Investigators by 360Connext

MARCH 9, 2015

If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore. Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. Finding your industry can inspire you. Stay current.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Beyond Philosophy

JUNE 20, 2015

performance metrics flatline and, for all intents and purposes, have little or no granular actionability. Two years ago, they adopted, system-wide, one of the popular single number performance metrics. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services.

B2C 60

B2C B2B Metrics Analysis 60

Customer Bliss

MARCH 28, 2018

Don’t be afraid if a set of people you’re not designed for doesn’t like your service, and don’t penalize your CX advocates for getting bad scores in whatever metric for those people, because your product and service is not designed for them. Listening to the customer never stops.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. Customer centricity is an organizational philosophy. NICE Systems, Inc.,

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Strativity

NOVEMBER 28, 2022

Unlike in 2008, consumers today have a greater expectation for personalization and a customer-centric approach to engagement. Brand tracking partners must be focused on metrics that reduce bias and have culturally relevant insights.

Connections 98

Connections Brands Culture Consumers 98

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. KPIs to Share With Executives.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

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. Customer experience is a new department , focus or strategy and leaders need a resource. Need a speaker for your corporate event or conference? Customer Journey Mapping.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Daniel Group

SEPTEMBER 26, 2023

Regardless of where you put CX, the company must prioritize the customer relationship for sustainable growth. Many of you may remember that he was the keynote speaker at our client conference last year. We have just opened registration for our client conference for 2024. Our theme is Build a Stronger CX Culture.

Conference 52

Conference Customer Centricity NPS Metrics 52

Heart of the Customer

OCTOBER 16, 2014

After attending the CXPA Atlanta conference, I felt I had all the knowledge and the “critical mass” of stakeholders to present the case to a broad audience, including the President, in a forum we have for vetting new business ideas. Change-makers who want to make both their company and the entire world more customer-centric.

Leadership 107

Leadership Comparison Analysis Training 107

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! They are happiest when they are delighting their visitors. You’re welcome.

Net Promoter Score 120

Net Promoter Score Airlines Tourism Hotels 120

PeopleMetrics

FEBRUARY 4, 2015

We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Customer feedback makes the customer tangible.

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48

Kayako

NOVEMBER 21, 2018

Let your employees go through customer service training. Have everyone attend events and conferences your company hosts, so they can interact and talk with your customers. Seemingly little things like this become the building blocks of a customer-oriented culture. Make it happen from the top down.

Culture 120

Culture Banking How To Customer Service 120

GetFeedback

JANUARY 6, 2020

Measurements and metrics are put into place. . Clearly, personas require a lot of research into who your customers are and how they behave. Information can come from market research, customer feedback, and interaction data generated from customer navigating their experiences. Conduct buyer insight research. .

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

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

Gainsight

NOVEMBER 20, 2019

We can all get stuck in the “ output over outcomes ” mindset—this book will break you out of it and provide tactics to create customer-centric products. Start with this: Don’t Let Your North Star Metric Define You. conferences. Join Product Hive on Slack. Product Collective.

Resources 80

Resources Management Conference Groups 80

Gainsight

OCTOBER 7, 2019

In the last 12 months, we booked a ton of new customers and expansion deals, we’ve dramatically accelerated our product, grown our global employee base by 23% (now 668 Gainsters worldworldwide), our R&D team grew by 26% and is now a team 255 gainsters, and we hosted a sold-out conference for more than 5,000 people.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13