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

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. The field service industry is lucky to have several thought leaders who publish their expert views, speak at conferences, and share their philosophy with others in the field.

Management 41

Management Automotive Leadership Effort Score 41

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. One way to solve this challenge is to use customer surveys which can allow you to normalize all the feedback to determine the next best course of action. Data tells us so many stories.

Conference 66

Conference Industry Metrics Effort Score 66

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90

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

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 I’m excited to pair PES with NPS, then incorporate both into future Customer Success projects.

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Beyond Philosophy

JANUARY 4, 2024

One of the significant changes during COVID-19 was the lack of conferences. Some of you might celebrate that, but some of you, like me, recognize that conferences have a lot of value. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. NICE Systems, Inc.,

Net Promoter Score 97

Net Promoter Score Effort Score Conference NPS 97

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

inQuba

OCTOBER 17, 2018

For Rob Lewis, vice president of Beaurepaires, a network of 230 Australian tyre retail outlets owned by Goodyear, the idea of customer centricity was something the company desired, but didn’t really know how to go about implementing. Their NPS (Net Promoter Score), for example, has moved from 65 in 2014 to 78 today.

Customer Centricity 45

Customer Centricity Net Promoter Score Retail NPS 45

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

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

SEPTEMBER 8, 2020

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. As a product marketer using @asana , I’m enjoying @AlexanderHood ‘s talk now at #SaaStrAnnual about being customer-centric. What’s scalable is being customer-focused to build the right things!

Net Promoter Score 90

Net Promoter Score Customer Success Conference NPS 90

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. This increase in NPS also resulted in a ten percent revenue growth in a declining market.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. In 2016, we expect to see firms that have built data hubs over the last few years investing in predictive modeling and using the insights to develop a more personalized treatment of customers.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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. Additionally, brands can build stronger, more sustainable relationships with their customers in the long run.

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5, Greatest Clarity – Dimension Data.

NPS 54

NPS Connections Customer Centricity Customer Success 54

SurveySensum

MAY 27, 2022

Most companies crave for higher NPS score as it is considered to be one of the most-looked after business metrics out there. Does the NPS score actually provide value? There are many similar questions discussed and debated over the years since NPS was founded. . Does NPS score have any value: Analyzing Expert Opinions.

NPS 52

NPS Net Promoter Score Effort Score Social Media 52

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

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Depending on your business, there are likely multiple ways for a customer to interact with you.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Heart of the Customer

OCTOBER 16, 2014

I also found a few strategic allies outside of our business unit, at the divisional level, including the head of our divisional brand strategy and also the head of our global operations, who has responsibility for Lean Six Sigma, NPS measurements, and other OpEx best practices.

Leadership 107

Leadership Comparison Training Analysis 107

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Debbie Akwara – CX-Preneur, CX Author, CX Conference Speaker. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Alliance by IFS

SEPTEMBER 14, 2019

This year’s Smarter Services™ Symposium leadership conference , September 16-18 in Chicago, will bring together more than 250 manager and VP-level service leaders to share and learn from one another’s executive leadership experiences. Improving your customers’ experience in order to win repeat business and generate more revenue.

Meeting 62

Meeting Conference Customer Journeys Self Service 62

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

Survicate

MARCH 20, 2019

He also mentions that a customer-centric focus brought the company to initiate an entire conference, NextCon, around the subject. “ When I took over as the sales trainer, I adopted a more customer-centric sales approach. Let’s take a look at what it takes to take customer feedback potential to the fullest.

Tips 85

Tips Customer Centricity Social Media Insurance 85

CX University

MAY 23, 2020

Insights from the 2018 Customer Experience Conference at The Conference Board. Customer experience is best when it fits with the emotions of your customers. In the 2018 Customer Experience Conference at the Conference Board, observations from 112 senior practitioners were recorded.

Customer Journeys 52

Customer Journeys Conference NPS Video 52

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. The weather outside might be frightful, but looking back, 2019 was pretty delightful.

Roadmap 97

Roadmap Metrics Feedback Conference 97

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.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

ClearAction

OCTOBER 16, 2019

conference and in his article, Welcome to Churn Nation, The 9th Biggest Country in the World You’ve Never Heard of — But Are Living In. He said: “Warning: Losing customers can damage your wealth. Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

CSM Magazine

FEBRUARY 8, 2022

Offering two product formats – ‘Conference ‘ and ‘ Social Webinar ‘, Airmeet enables businesses and organizations to break boundaries, build relationships and unlock new revenue streams. Airmeet provides an innovative platform that benefits both online and offline conference features.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), and Harvard Business Publishing, were honored at the conferences 2014. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. Creating Customer Centricity Within the Organization.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? This poor Customer Experience is one reason I now use Netflix more than my cable company. This poor Customer Experience is one reason I now use Netflix more than my cable company. One of the frequent questions I get is, “Our NPS is XX.

Net Promoter Score 60

Net Promoter Score NPS Banking Telecommunications 60

Gainsight

APRIL 15, 2019

Just as a quick recap, we sent an NPS survey to all 5,212 attendees that included two open response questions: What were the best parts of Pulse 2018? We had an overwhelming 25% response rate (that’s really good for a post-event survey) and a blended total NPS of 48.55, which was a very small year-over-year increase.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Kustomer

JANUARY 11, 2022

Great customer service is one part of helping to retain customers, and 24/7 service is a major step toward providing this. By learning how to make your business customer-centric , you provide a vastly improved experience and see higher retention rates. Increased Customer Satisfaction. Image source: superoffice.com.

Customer Service 84

Customer Service e-support Self Service Customer Retention 84

ClearAction

OCTOBER 12, 2022

NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. For example, the Secure Customer Index combines likely to recommend + likely to rebuy + overall satisfaction. Accordingly, Costs to Serve are minimized.

Metrics 62

Metrics Management Effort Score ROI 62

Confirmit

JULY 9, 2019

It’s been whirlwind meeting co-workers from across the globe, learning about Confirmit’s amazing technology offerings, meeting with potential customers, helping existing ones as well as attending, and even speaking, at CX conferences. All of this has me completely excited for the future.

Banking 40

Banking NPS Conference ROI 40

CustomerSuccessBox

APRIL 6, 2022

Delivering an “aha” moment to a customer entails going the additional mile or going out of your way to express your gratitude and acknowledge the importance of your customer. This does not imply joining a conference call a few minutes early. Do frequent CSAT and NPS surveys to monitor the responses and take corrective actions.

Customer Success 52

Customer Success How To Conference Customers 52